The customer is always right or are they

‘The customer is always right’ or are they? What is customer service like in your country?

Designer store Corner shop / local store Delicatessen What is your favourite shop and why? How often do you go there? What do you like to buy there? Coffee shop

Do you shop in department stores? Why? Why not?

company progress customer money news information Well done! helpline research equipment phone call Countable nouns Countable accommodation overtime employee Uncountable nouns OR Uncountable

company progress customer money news information research equipment phone call accommodation helpline overtime employee many 1. Human Resources wants us to reduce our head count : how ____________ are there currently in this department? employees a lot money 2. We’ve spent _____ of _____on office equipment this year. 3. I’m worried about the long hours you have been working. How overtime much _____________ did you do last month? 4. The director wants an update on the repair work to the building. How progress much ___________ have the builders made? research a lot 5. The company is doing _____ of market _____. We want to know what that customer really thinks of the new product line.

help put me through ask calling back give Receptionist: Niven and Sellars. How (1) ______ I (2) _____ you? help can Carlos: Good morning. (3) ____you _________ to Marco Grella, please? put me through Can R: One moment. (5) ____ I (6) _____ who’s calling? ask C: My name’s Carlos Torres. Would you mind R: Putting you through now, Mr Torres. Oh, Mr Grella’s line’s busy. (7) ________ calling back (8) _________ in ten minutes? give Can C: No, that’s fine. (9) _______ you (10) ______me his direct number, please? R: Certainly, his extension number is 357. C: Thank you. Good bye. R: Good bye.

Student A (SB p. 23 Roleplay) Would you mind checking these accounts for me please? Would you like me to go to the bank for you? Would you mind fetching my passport for me? Would you mind helping me make a conference call to China?

Student B (SB p. 23 Roleplay) Can you give me last month’s sales figures please? Would you like me to check what time our flight leaves? Would you mind helping me with my case? Would you mind helping me write some emails in English?

Student A Student B Greet the customer Explain the problem Ask for more information. Give more information Apologize for the problem and explain why it happened. Ask what the company will do about the problem. Make an offer to keep the customer happy (refund / discount / exchange) Accept the offer and thank the person for their help

Rank these customer service bad habits (1=the worst) slow staff rude staff unhelpful staff ignoring you staff not giving you an answer being put on hold

Which are the best hotels that you have stayed in? Which are the worst hotels that you have stayed in? Which hotel would you like to stay in?

How could you offer to help?