Topic 1.9.2 Customer / Client Support
CUSTOMER / CLIENT SUPPORT
DISCUSSION: How important is communication at work? Why is it essential to maintain efficient communication with the client? Do you or your company maintain fluent communication with the clients? How?
ACTIVITY: video. Before watching, answer the question and try to give examples.
WHAT IS ACTIVE LISTENING?
Watch the video with / without subtitles. Are the tips mentioned similar to your ideas?
https://www.youtube.com/watch?v=rzsVh8YwZEQ
ACTIVITY:
ACTIVITY: Look at the photo. How would you transform this situation into active listening?
ACTIVITY: work in pairs. Using all the information learnt so far, roleplay the following situation.
Scenario: Billing Issue
Customer:
The customer has noticed an unexpected charge on their latest bill.
They are calling to understand the reason for the charge and to get it resolved.
The customer is polite but concerned about the extra cost.
Call Center Agent:
The agent works for a utility company (e.g., electricity, water, or internet service).
The agent needs to verify the customer’s account, investigate the charge, and provide a clear explanation or solution.
The agent should be patient, helpful, and reassuring.
The following situation is face-to-face. Use active listening techniques.
Scenario: Product Return and Refund Request
Customer:
The customer recently purchased a product online but received a defective item.
The customer goes to the nearest store to request a return and refund.
The customer is disappointed and wants assurance that the issue will be resolved quickly.
Shop assistant:
The assistant needs to listen carefully to the customer’s complaint, verify the order details, and explain the return and refund process.
The agent should show empathy, acknowledge the customer’s frustration, and provide clear and helpful information.
ACTIVITY: watch and identify her active listening skills.
ACTIVITY: read Ed´s email. Why is he writing to Customer Service? What does he want the Customer Service to do?
ACTIVITY: now read the Customer service reply
a)Dear Edgard Poe,
b)Thank you for contacting us about your recent purchase. c)We are very sorry to hear that the product you received was damaged. d)Please accept our sincere apologies for the inconvenience this has caused you. e)Sometimes, items can get damaged during shipping. We always try to package them carefully.
f)We would like to offer you a replacement product at no extra cost. Alternatively, we can provide a full refund.
g)Please let us know which option you prefer. If you choose a replacement, we will send it to you as soon as possible. If you prefer a refund, we will process it immediately.
h)Thank you for your understanding and patience.
i)Best regards,
Dorothy James
Customer Service Team
ACTIVITY: work in pairs or small groups. Read the situation below and write an email from the Customer Service.
Scenario: Product Return and Refund Request
Customer:
The customer recently purchased a product online but received a defective item.
They are calling to request a return and refund.
The customer is disappointed and wants assurance that the issue will be resolved quickly.
.