U10 READING ACTIVITY R4 LECTURER: NG THAO TRANG

UNIT 10: CUSTOMER SERVICES (PRE-READING ACTIVITY)

Fill in the blanks with appropriate numbers or words.

In the (1) ……technogical era……. ……., customer service is king.

In a recent survey, (2) ……57…. of customers expressed frustration when the company was not
(3) ……available……. when needed.

(4) …56 percent…… of customers felt that the customer service is too slow and (5) …42
percent……. of customers felt that they have to speak to multiple agents before their problem is
resolved.

(6) …34%….. customers feel like just another number that the service they receive is too (7) …
impersonal…….

With (8) ……24…. of consumers feeling they know more about the product than the agent they
were speaking.

And a rapidly growing percentage of customers are dissatisfied with poor (9) ……website……
……design….. and (10) …………. Online availability…………….

A recent survey revealed that a staggering (11) ……38 million………… UK consumers made a
complaint last year that amounts to a complaint every (12) ……1.2 second……….

A massive (13) …89%……. of consumers would now take (14) ……… on a company by
posting negative comments online.

And (15) ……. ………. was a channel for over 20 million complaints across all sectors during
the past 12 months.

Answer these questions

1/ If customers are happy, what will happen to a company?

………………………………………………………………………………………………………

2/ What thing that customers value the most?

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U10 READING ACTIVITY R4 LECTURER: NG THAO TRANG

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Link: https://www.youtube.com/watch?v=nxtaMdu55Ug