2.3.3 HANDLING CUSTOMER SERVICE SITUATIONS
HANDLING CUSTOMER SERVICE SITUATIONS
1. Lead-in
- Have you ever had very bad customer service? What happened?
- Have you ever had excellent customer service? What made it good?
- What is more important: solving the problem quickly or being polite? Why?
- What makes customer service good or bad?
2. Vocabulary Focus
3A. Language Focus:
Look at the following phrases for handling complaints.
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3B. Now use the expressions in Ex.3A to make the following rude or unhelpful expressions more polite:
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4A. Video
Watch the following video about bad and good customer service and answer the questions below. Click HERE to watch the video.
- What behaviour made the first interaction poor?
- What behaviour made the second interaction good?
4B. Now, watch the video a second time.
4C. In small groups
5A. Reading
Read the following article and answer the questions. Click on the ‘+’ signs to read the text and see the questions.
Why Customer Service is Important
Great customer service means listening to customers and helping them solve problems. It isn’t just about answering questions; it’s about making sure customers feel heard and satisfied. Providing excellent service can keep customers coming back, which is much more cost‑effective than finding new ones. When customers feel valued, they are more likely to buy again and recommend the company to others.
Customer service also reflects a company’s culture and reputation. A positive experience can boost how people view a brand, while poor service can make customers leave and share negative feedback. Good service can help businesses stand out from competitors, even if their products are similar. When a company makes customer support an important part of its strategy, it can improve loyalty, retention, and overall success.
Questions
5B. Discussion
- What makes a customer feel valued?
- How can the staff turn a bad experience into a good one?
- What cultural differences might affect customer service expectations?
- How important is language tone vs solving the problem?
6.Speaking Practice: Role-plays
- In pairs, decide if you are a customer or a member of staff
- Rotate roles so everyone practices both sides.
- Then look at the following scenarios and choose a couple to act out.
A customer wants a refund for an online purchase but hasn’t received a reply.
A customer received the wrong item and is frustrated.
A customer asks for a discount because of a defective product.
A customer wants a product replaced immediately but staff can’t guarantee it today.
7. Problem-solving Task
In groups, look at the following complex scenarios and discuss and decide on the best strategy, then role-play it for the class. Click on the ‘+’ signs to see the scenarios.
Scenario 1 – Faulty Product
A customer received a damaged electronic device. They are frustrated and demand an immediate refund or replacement. Your team must decide how to respond politely, stay professional, and resolve the issue quickly.
Scenario 2 – Incorrect Billing
A customer notices an unexpected charge on their credit card transaction from your company. They are annoyed and want the charge removed immediately. Your team must investigate, explain the situation, and follow up appropriately.
Scenario 3 – Poor Online Service
A customer used your online chat support multiple times, but their issue hasn’t been resolved. They are now threatening to post a negative review online. Your team must come up with a proactive solution to satisfy the customer and protect the company’s reputation.
Scenario 4 – Late delivery
A customer is upset because their delivery is delayed for a week, and they want compensation. Your team must decide how to handle it.
8A. Vocabulary – Complaints
8B. Idioms
8C. Practice
8D. Speaking
Work in two groups. Choose the five best suggestions from your group’s advice sheet. Then form new groups. Negotiate a single list of the six best suggestions from both sheets.
Group A: Dealing with customer complaints
- Keep an open mind at all times.
- Do not end up arguing with the customer.
- Do not be defensive.
- Concentrate on the situation, not the personalities.
- Don’t force your solution on the customer.
- Try to find out what result the customer wants.
- Tell the customer what you can and cannot do.
- Offer compensation of greater value than the goods or service complained about.
Group B: Dealing with customer complaints
- Show the customer you are listening by checking that you understand.
- Allow the customer to show their emotions if they are upset or angry.
- Say you are sorry that the customer is upset.
- Admit that the problem was your fault as soon as possible.
- Make sure that you get full details of the problem.
- Summarise and make sure that the customer understands what you have said.
- Ask the customer to put the complaint in writing.
- Be firm if you are sure of your facts.
To download the pdf for this topic, click on the following link: https://drive.google.com/file/d/1M30nsX-Bp0cJomXyZvbV-_WVtVJaMH6I/view?usp=sharing