On the phone Face to face
repairs and refunds
• Being put on hold
• Speaking to a disinterested
person
• Choosing a series of options
during your call
• Finding the customer service
number is continuously engaged
• Being cut off
• Unhelpful customer service
personnel
• Stressed or indifferent staff
• Salespeople with poor product
knowledge
• Too few staff at peak times
• No company policy on customer
service or complaints
• Delays on repairs
• Delays in getting money back
• No replacement equipment
while repairs are carried out
• Poor-quality repairs
• Disputes over credit notes, ‘proof
of purchase’, etc.
Discuss these questions.

1 How important to a

company's success is

customer care?

2 Is it possible to have too

much customer care?

You are going to hear an interview with Philip Newman-Hall, Director and
General Manager of Raymond Blanc's restaurant Le Manoir aux Quat'Saisons
in Oxfordshire, England. In groups, discuss the best and worst customer
service you have had in a restaurant.
 stunning adjective
UK /ˈstʌn.ɪŋ/ US /ˈstʌn.ɪŋ/
stunning adjective (BEAUTIFUL)

extremely beautiful or attractive:

 ethos
noun [ S ]
UK /ˈiː.θɒs/ US /ˈiː.θɑːs/

the set of beliefs, ideas, etc. about the social

behaviour and relationships of a person or group:

national ethos
 retreat
noun [ C/U ]
US /rɪˈtrit/

the act of going away from a person or place

 norm
noun
/nɔːm/
an accepted standard, or a way of behaving or doing
things that most people agree with:

These standards generally exceed the accepted

industry norms.
 cuisine
noun [ U ]
/kwɪˈziːn/

a style of cooking:
French cuisine
CD3.10 Listen to the first part of the
interview.
Would you like to go to Le Manoir?
Why? I Why not?
Listen again and complere the gaps
Yes, Le Manoir aux Quat'Saisons is Raymond Blanc's
dream of excellence
________________________ within a hotel and restaurant in the UK.
stunning
We arc a 32-bedroom luxury hotel with a __________________ The
restaurant.
heart of the house is the food and the cuisine, and everything else that
The ethos
we do in the house is ..... ____________of the kitchen spreads into
the norm and is
everywhere else in the house. It is a retreat from __________
come and feel
supposed to be a house where you can _______________comfortable.
We like to think that the house tells you what you can do in it rather
starred restaurant
than what you can't do in it. It's a two-Michelin-_________________
been running
and we have now _________________ for 25 years.
How do you define top-quality customer service?
1.Why do businesses have to try to exceed their
customers’ expectation?
2.Why do businesses have to judge each client
individually?
3.Why do businesses have to provide the
consistent standards of service
 CD3.11 Listen to the second part and complete these extracts.

customers’ expectations 1, we
I would say that we try to exceed __________________________
empathy client
have to have _________2 with the __________3 and we have to try and
individually
judge each client_______________ 4, so that we sense what they are
looking 5 for and try and ________
_________ provide 6 that service all the time. We
consistent standards of service
also must provide ____________________7
standards 8 you ______
the standards you set are the __________ get 9'.
 high-end
adjective

of very good quality and usually expensive:

high end cars/clothing/computers/fashion The

company's high-end fashion features items like
$500 shirts.
 to give someone an edge in something
to give someone an edge in

to give someone a chance or

advanrage to do soomething
 CD3.12 Listen to the third part and answer these questions.

1 What do all the staff at Le Manoir do, and why is this useful when
dealing with demanding customers?

They all stay in the house overnight. It helps them understand what it
is like for a guest and what guests might expect

2 What does Philip say about expectations?

Expectations are very high. Philip says it’s very ‘high-end’, meaning
it’s expensive, and therefore customers expect the best standards.
CD3.12 Listent part three again . In what order is this information given .
• The staff at Quat’Saisons..

a) are allowed to stay overnight to understand the guest experience. 2

b) can only go beyond customers’ expectations if they understand what they are.6

c) have a chance to eat in the restaurant. 3

d) get an idea of what customers expect through these two experiences. 4

e) go beyond customers’expectations. 5

f) must have a complete understanding of guests and their needs. 1

CD3.13 Listen to the final part.
How are customers changing?
What are they doing?
How can this be useful?
complain

demanding customer
1 How are customers changing?
Customers are questioning what they receive
for their money

2 What are they doing?

They are complaining more

3 How can this be

This can be useful because it gives feedback
useful?