Topic 1.9.1 Customer Service
CUSTOMER SERVICE
DISCUSSION: What is customer service? Why is it important for a company? Can you share a good or bad customer service experience?
ACTIVITY: vocabulary.
Can you think of any other customer´s responses?
ACTIVITY: work in pairs or small groups. Read the well-known saying in business. To what extent do you agree? Why? Why not?
“THE CLIENT IS ALWAYS RIGHT”
ACTIVITY: read the following situations in pairs. Is the customer right in each place?
1
A passenger boards an airplane wearing a hat with an offensive slogan on it. Other passengers complain, and the cabin crew ask the passenger to remove the hat. The passenger refuses.
2
A man orders a meal in a restaurant. The food takes a long time to come, and when it finally arrives it is cold. The man complains to the waiter.
3
A woman goes into a shop to buy a blouse. The shop assistant offers to help, but she says she is just looking. She tells him to leave her alone. Later she needs help from the assistant, but he is nowhere to be seen. The woman complains to the store manager.
Now think about how you would react if you were the:
a pilot on the airplane?
b restaurant manager?
c store manager?
ACTIVITY: vocabulary
VIDEO: watch the following video and answer the questions below.
https://www.youtube.com/watch?v=NbIoW1Sji5s
What does the customer want to return?
Why can’t he get his money back?
What solution does the assistant give him?
DISCUSSION: why do people often ask to see the manager? How often do you ask to see the person in charge of a store?
ACTIVITY: responding to customer concern.
ACTIVITY: work in pairs. Think about two skills every Customer Service employee must have. Then watch the video. Were any of your skills mentioned?
https://www.youtube.com/watch?v=uaQkJjyNJj0
Watch again. Why is each skill important?
ACTIVITY: work in pairs. Read the situation below. Write a short dialogue between the customer and the manager. Roleplay the dialogue for the class.
A customer has asked to speak to a manager to discuss a bill, which he/she feels is too high. The manager’s colleague has explained the situation: the customer has a card offering a 10 percent discount, but it does not apply to this product. The manager phones the customer.