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199 views14 pagesDealing With Customers
Uploaded by
Kaya DunininaCopyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
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/ 14
2 Dealing with customers
Eepceeren
Rees
Discussion
{El What can shops do to attract more customers? Think bout the shops that you like to go
to and discus the questions with a pertner.
11 What i you favourite shop and why?
2. How often do yougo there?
3 Whatdo you lke to buy there?
4 Do you shop in deparment stores? Why? Why not?
Vocabulary
IE Below are some ofthe customer services and beefs that shops can offer her ustomers
Pateach one into the correct column below.
‘astomer parking money-off vouchers childcare alteration services
iting rooms." storecard beauty salon special offers swapping
elvery refunds hairdresers
“aie ever ‘nancial services & benefits
“ustomer parking
Search forthe eer
ity rea are
mee about tind of
sepia,
Reading for detail
IEW scan the article about the German deparen store Breuninger to find answers tothe
‘questions.
1 Where does Breuningr have department stores?
2. Which departments in paragraph 2 would you go tif you wanted to find the following:
Soap and shampoo, colfee cups, a handbag. yoga mat?
‘5 Which customer services and Benefits rom the iss in 2 can you find in the text? Put a tck
@)nextto them,
44 ind at least ve more customer services and benef if the text: Ad them othe lists in 2
Read the last paragraph about the luxury personal shopping service and answer the
‘questions.
‘What things can customers do before they come tothe store?
‘What two services can customers use wis at the store?
‘What two services can customers use after the lave the store?
Do you think that Breuningr do everything posible to create a haxury shopping
experience? Can you think of anything else they could do?
Listening for detail
ED 1:26 Listen to Rafal Fermander, an expert on luxury customer services in retail and
complete the seniences
1 Lasury consumers want products that are high quality and_.
2. Sales assistants have to give luxury consumers ots of
53 Lanury consumers want to know the things they are buyingae———
“4 luxury consumers are pleated withthe service they receive thy
Discussion
{GB Work with a pariner. You run the sports and lesurewear department ina successful
department store. Your manager has told you that the department must improve is customer
Service and develop a luxury personal shopping service. Decide with your partner on six new
services and benefs you are going to offer. Present these tothe cas. BREUNINGER
The beautiful things in life
[BREUNINGER isa cin of upmatkerdpronene sors ia
Germany which are uous fr thir igh ro user
care The company. founded in 1881 by Eduard Breuning,
ie ce reece alee
+ mores ar Germany
“The stores offer gentlemen and Laie fukin, perme
and cosmess, ing shoes, acceso, spor and leurewene,
houihold goods and life roduc They
promi thei caster a tate OF the best
se things in if’ The mores these ase
td vylih ated the goods on mews hy op
of theange ems ro abel suche Barer
Dior, Gut and Yer sat Laven. Breuning
helene that i isthe compaats cammiament
sto exalene cstomer serie which makes the
Breuning shopping experiences speci.
‘Breuninger have mays had an forthe
eet ee ee
“They wert it department store in Geman
‘inoue lifts and ecaltr in hela 1940 and the Sto
Provide customer puking 2 fw yeas ler. Heine Bringer
agrandson of Eduard, brought back the nea of providing 3 ear
sk fr bir castomers fram ap eo Americ in he 1950 In
1989, Bruninger was the fot German depaent ste to
‘solfer 3 sore er. This frwardhinkng desson enabled che
ustomesto pay witht eth, long bf ites noral ahve
{cei cad, Today, oer 700,000 exams ow 3 Bretinget
oe
ea
ns
a
eyes
Eaten
Pee
er
ee
store cand Cardoen ae addres by thir name the cs
os they receive special bene, money-off voucher and
1 present on hc ia:
Today, the stores have 28 ccponal range of aon
Sule stable or deeeastomers The Stiga re eres
thins, ashin shows, cose workshops aon cach
foo, lve enertinment in the piano bar, and 3 cider ror
«where hile can py and pine wile hee
parent shop.
‘Another of hee ic ithe Bconinger
nur shopping ser. This save ofos «
nique sboping eaperenc: the oppornity
1st buy dhe mow lorous tems th personal
tention fom specll-nined =
To make this shopping experience as rexing
1 powible customers end tii mesuemen
fd the cloure ade thy ie w the sone
«lore kevin hore The onal hen se
thsifornatctechotctsineoriex When
uur customers tretheate ued ooneoftbeVIP
‘eer puking ss wher one ofthc ens mech A
‘he prkatefcing rooms champgn ope resale wh the
seater chore fom the te callin fom os designe
Brenig abo ofer mae omens series flings
lt stopprcan entak the cosheshome ory hemon, When
Allo heakoping bed the other can be perp nd
ua 2 Dealing with customers
Discussion
IE with a partner discuss the questions.
1 When was the lst time you telephoned a company
call contre? Why dd you call—to solve problem,
‘make an enguiy for another reason?
2 What was the result of the phone call? Were you
hapoy with the service?
Reading and vocabulary
[Ed Read the arte and complete the information
‘bout how to deal with customers onthe phone. Use Customer ‘My mobil phone
the words inthe box a help you ‘won't make outgoing calls’
Helpline operator: ‘Do you have
hangup _icount answer the phone with you, sir?
lose your temper agree ona solution Customer "Yes, Pm using it nom
ceachange deal with callback etpline operator: "Well the
Duttiough interupt ‘one workin fini You
Just called met”
GREET THE CUSTOMER. Wino ou {1)__a cat toma sestsins
tustoner you read to geal Ram ia wer ranma Trak he custo er
talng, Peer ht when aster ctl ht snag wren
Your oopetunty to pu rt
[ASK WHAT THE PROBLEM IS. You rox ns out why thy
Coe Olt ee ei,
a on Perea a eri:
ETN CESS: Cen oCo) pM eae MgO cae
a ee ae oe
LISTEN CAREFULLY. fementer tie cutomer ay ay act You me
{olsten arty ms o(6)____ An eng usta maya ao to
‘xpan what te relic ois ey roa tat you ier and et
euldert (6) sa ged a to taka res coat eu
{2 100% cer abot al he Glas. Ask quae hay reno ng you ro
mation you need oko
DEFINE THE PROBLEM. Oncotnocustons has chad exiarng ro
rode, us ou noes Check you have understood Pe roam carey
[SUGGEST A SOLUTION. Now Hat yoskrow at of he deta fhe
Probie youcan sues sluien. Don ars anther department Make en
e069) and sugget a sclton. Tho cuter may ack youto rd tar money
they may ek for 8 (7]__en erst re rhyme ask
(2 Pe gods a thy Cot certs You so mas be el
Dan pais oder 1,000 raw parr oe Wook Rear be cor. The
customer ull ren anata ant eax when the pars do me
‘CONFIRM THE SOLUTION. 070s you ad ih cutee
@________somm tsa atyou ban nda what
hasbeen daged ak aie athe customer rows egy what your ga
‘odo and yeuse gong toot
[END THE CONVERSATION. Now nt customers hay you can
rahe convert, Tanke customer aan oe. i gore et
{fo citorer (10. tas ths ves tem a ral chance oad
anytig. po
Sere fre keynes
Customer rite
Stout hawt eal th
oon#{’_
Listening
Ed 2 125-127 Listen to three telephone conversations between customer service assistants and
Aissatised customers and answer the questions,
1 Why are each ofthe customers calling?
2 Which of the seven steps from the article opposite do the customer service assistant forget
when they answer thecal?
Telephone language
IEW Match the beginning with the correct ending to make questions about telephoning.
1 What's the Longest you've ever been put) on hold for?
2 Have you ever ung through to the wrong person?”
5 Have you ever been put ©) Jong should it take them to answer the phone?
4 Doyo alwaysask people to confirm d) your iemper when you are talking onthe phone?
5. When you call a compan, how ©) upon somebody?
© Doyou lose ‘arrangements that you make on the phone?
‘Work with «partner Take tin tums to sak and answer the questions
Reading and discussion
[EW Read the adverisements below for customer service jobs,
“A friendly, polite
{elephone manner is
‘essential to this role,
but you'll ned good } ae |
listening skills and the ed {
ene
ability to be reassuring.
You will be naturally | /
sympathetic and be able
to handle often sensitive Caslegls essa
‘conversations. Could eaiheeseimat—
you be there with the ca
right answers? ] and the abil {
persuade. You ar
adyt
Sc |
aoe {
eee
Z the next ca
Which do you think is fora healtheare company and which for an insurance company?
Ii Match the words in bold in the advertisements tothe definitions below
to make someone agree to do something (v)
relationships between you and other people (two words)
cating and open to understanding other people's problems (a)
the way you speak on the phone (two words),
the ability to listen (wo words)
‘making someone fc ess warred (ad)
i'you have this you are friendly and enjoy talking to people (two words)
Work with a partner, You need to find someone fra job as helpline operator for your
School, university or workplace. They wll be responsible for dealing with new customers and
Potendl students, Decide what ive essential skils and qualities they need to have and create a
Job advertisement. Compare your advertisement with another pairs _2 Dealing with customers
eres
rca
Singlrand platform,
no piulorm
ote of ros
ation
een ree nt
requests and offers
Test yourself: countable and uncountable nouns.
IE Ae here nouns countable or uncountable? Put them Into te corect columns in the
{able below
‘company aastomer money news information _ sccommedation
progress revesch equipment” phone all helpline overtime employee
‘untae noune ‘Uncountabe nouns
IEW Use the words ram the table above and much many or alot 0 complete the
1 Human Reources want ust rede our head cunt: how
‘there currently inthis department?
2 We've spent___of onic equipment thi year.
3 Tmvworied about the ong hous you have been working, How
you'd ast month?
4 The director wants an update onthe repal work tothe bulding. How
have the bulders made?
5 Thacompary is doing of market “"__we want to know what that,
customer realy thnks of he new produ ine
ais
Test yourself: Polite requests and offers
[Ei compete the telephone conversation with can or woud you mind and the ver frm
teton
help _putme through ask calling back give
Aeceptionst: Niven and Sears, How (1)___1)_you?
Carlos: Good morning 3} ___you 4) __to Marco Gala, pease?
One moment. (3) 116) who scaling?
© My name's Caros Toes
A: Putting you through now, Mi Torres. Ob, Me Grllaine's bs.)
@)_ inten minutes?
No, thats fine (9) you (10)_mehicives number lense?
Certainty hi sean pumber 357
‘Thank you. Goosbye
Goodbye,
(Gl feed the statements below and respond wth offers and requests Use Do you want
Wourd you like meta for ofes 1-4) and Would you mind ting for requests (6
scold n hee. hut window)
"think we heve un ot of photocopier paper. (order more)
‘hase books are heay! are for Yu)
‘have lef the report on my des. etch.
Wie need to take break (make us oes).
We are going ta be It for our next meeting (Bie tation) bay
Sear for teneynors
them
‘Acustomer survey
{EW complete he customer service dialogue using some / ony / much / many and the verbs in
brackets in an appropriate fom.
A. Hello, this is Ame Schumann from Mainstream Motors Would you mind (1) answer)
@) questions about the car you bought from us last month?
1B? Weil ow () times tis gong to) __ (take)? Pm in bit ofa hury.
|X: Iewon ake long only sbout ve mines, Ther arent very (5) questions.
3B: Allright then
|: Fist like(6)___ information about the salesman. Ona scale of one tote, how
(@) marks would you 6) _ (gv) him fr friendliness?
Bs Es eights”
‘A: Good. And how (8)__ marks for competence?
'B; What do you mean by competence"?
[8: Forexanple, when You needed (10) ___ advice about which make or model ea to buy, was
heable give?
Bs Oh, Ise, yes, he was very good. He gave me (11) _rely useful advice. ive him ten
(ul of te for competence. He cenanly knew wht he was talking about
‘x: Thats pod ta hear. You bought he ea four wees ago; ean you tell me approximately how
(12}_klometzes you've driven in that time?
1B: Oh, not (13) The wee after I bought theca, broke my leg.
‘A: Oh, Tam sory to hear that Are there (14) other divers in your housshold?
'B My wife can dive but she doesn ke it She sae there are oo (15) other drivers om the
ond these days
‘A: And finaly are there (16)
1B Nott the moment.
|: Wel think you for your time, goodbye,
questions you'd like to ask us?
Roleplay
Ii Work with a partner. You are colleagues who workin the same office. You are bth about to
0 on holaay tomorow and you need each others help to finish your work, Take iin tims 10
Inake requests and offers.
Student A
‘+ You need Student B to check your accounts. There is amisiake you ca find!
+ Youtouh need to change some money. The bank closes in hal an hou
{Your paspor is at Student Bs house,
You nad to make «conference cal to Chins bt you ean’ remember how to doi
Student B
+ You ned Student Ato give you lst month’ sale figures or your report
* You both ned to check your ight departure times But Stdent A has no Internet connection
atthe moment
«+ Your suitease ls broken
‘You need awrite sx dierent emails in English abou the proect you and Student A are
woking on 2 Dealing with customers
2.4 Speaking
honing - handling complaints
[Ed Wok with a partner What kind of complaints would you expect the following types of
Business to receive an allie, an advertising agency, a bank, a mobile phone company. &
computer manuactrer?
Listening for gist
D 120-13 Listen to four customers complaining. Whats each customer’ prolem and
wha soton suggested?
Listening for detail
Ei Listen again and complete the expresions.
Conversation 1
1 Tmsony Mr Rss
2 Lunderstand Mr Rowand sors.
5 canwe to help you with is?
Conversation 2
The man 4
Conversation 5
| 5 Tilook straight away,
& What ie
Conversation 4
| 1 Timsory_—___ that.
| 8 Letme sce — 4.
| Dealing with problems
Eh Mich the probiems othe conect solutions
| 2 You've charged me twice for my ticket]
| 5 Youve sent mes bil but Fve aed pid.
| 4 The photocopiers nak was only epired last week,
5 Weve only been sent 300 parts, we ordered 400,
& Themeetng oom been coublo socked.)
7. The delivery han’ arrived yet
8 The service inthis estaurat is eile.
2) Well cet your account
1) Well send somebody to iit imme
6) You need to installa new version of he software
4 Just ignore the second bil.
)Plete havea desert onthe house
1) Meal te diver and ask him where hei
1) Tcheck and see if another room sealable
1) Wellsend 100 more to you 1d pctrrse 4
compan ead
Irae abot hing to do
‘shenjou compan
Describing and dealing with problems
IEW Lise the pictures to make mini dialogues with your partner
Example
A” My son toy rbot broke as soon ashe took it out ofthe box. He never even played
with tt
1B Fm somy to hear tats Wel send you & new one
I tris important to show interest and understanding when dealing wih customers onthe
phone. Look ot expressions 1-6 and match them with functions a) 100,
1 OK/ Right / Uhchuh 2) Youar listening
2 That must have been very diel for you ») You understand
5 Tye got that. ©) You ate surprised
4 Tree {You sympathize with the customer
5 Is that aceptable/ OK? ©) You have the information
6 Really? 1) Check thatthe caller agrees
Roleplay
Ed Work wit a partner Think ofa time when you hada serous problem with goods o services
i you wanted to complain to somebody abou it. Use the ow chart to have a conversation with
{our partner. Prepare the converstion and make nates of ll that you want to complain about
‘efor you begin Take it in tans to complain and to handle the complaint.
Greet the customer ——+ Bilan the problem
‘Aik tor more information