5 which means you need to take every step to stay
competitive.
Task 1
A ride on the London Eye – the tallest Ferris wheel in
Europe – is the perfect way to see London. Situated
that can carry you 135 metres into the air for
incredible views of the city. You can walk around the
capsules and see famous landmarks in every direction
such as Big Ben, Buckingham Palace and
Westminster Abbey. Would you like to have your
picture taken with David Beckham? How about Lady
Gaga? Visit Madame Tussauds wax museum and you
can come face to face with hundreds of famous
people – from the past and the present. In Madame
Tussauds there are thousands of life-size wax models
– and every year more and more models are added.
Big Ben is possibly the most famous landmark in
London. You probably know the 96 metre clock tower
that the tower itself is actually called The Elizabeth
Tower. Big Ben is the name of the giant bell inside.
However, the name Big Ben is more widely used.
Make sure you stop by Westminster for a photograph
with Britain’s most recognisable monument. While
you are there you can check out the Houses of
Parliament, which are next to the clock tower. The
London Dungeon is the scariest attraction in London!
Visitors can see live shows and go on terrifying rides
to learn about the scary events and characters in
London’s past. Everywhere you turn, skilled actors
performing as Jack the Ripper and Sweeny Todd,
some of London’s most notorious murderers, will
terrify you as well as teach you about their roles in the
city’s history. It’s an experience you’ll never forget!
Discover the magic of the big screen at the London
Film Museum. Situated in the South Bank area of
London, the LFM displays costumes, props and sets
Britain such as GoldenEye and Bridget Jones’s Diary .
Also, in one corridor of the museum you can go
6 will most likely result in losing the customer. Make
Task 1
Good afternoon everybody. Welcome to my
presentation on the importance of customer service
in a modern retail environment. The Internet has
given the consumer more choice than ever before,
18
As you may already know, it is between 5 and 25
times cheaper to keep an existing customer than to
get a new one. Money spent on advertising and
promotion is worthless if you can’t keep your loyal
customers coming back to your business.
Studies show that when someone has a bad
experience they tell twice as the number of people
as they do when their experience is good. The rise of
popularity in social media means that a customer’s
negative feedback can be shared online with
hundreds of people in minutes. It’s important that we
identify where customer service is lacking and make
the appropriate changes.
The most common customer complaint is long waits
on the phone. Customers are looking for quick
answers to their questions or complaints when they
call a business. A recent study discovered that most
customers who are left on the phone for longer than
call back. Being left on hold makes people feel
ignored. One solution is to hire more phone
representatives. If this is not possible then computer
software that can direct calls to the right place is a
good investment. If you can get your customer
through to the right person in under a minute, you
are far more likely to keep that customer.
Social media can be a useful tool for providing quick
and easy customer service. Not only that but it is
quickly becoming one of the main ways younger
people will make contact with your company. A
customer who uses social media will often expect a
fast response. Therefore, it is a good idea to hire a
customer service representative to deal with social
media exclusively. Remember, it’s not just the
customer who can see the social media conversation
thread. It’s their friends and family too. Creating an
enquiries quickly and politely is some of the best
free advertising you will ever get.
However, computers aren’t the answer to everything.
Lots of people will still make the journey to a store to
resolve their issues. If a customer comes to your
place of business, you should never direct them to
your website. This makes the customer feel ignored.
When a customer comes to a store, they expect to
leave with a solution to their problem. Anything less
sure your staff are polite, knowledgeable, and ready
to answer any question they may have.