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Listen to the memo (e-mail)

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Listen to the conversation and check your answers

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reading comprehension questions

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Which are the sentences that relate to good customer service? 

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Which are the sentences that relate to good customer service? 

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and find synonyms for the 3 adverbs (ending in -ly) and use only one synonym in one inventend sentence. Write that sentence in this column

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ex 6.1 Which of these words are verbs? Write them down here in this column

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ex 6.1 Which of these words are verbs? Write them down here in this column

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Write the definitions here in this column

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Write the definitions here in this column

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ex. 8.1 Which of these words are Nouns? Write them down below in this column

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ex. 8.1 Which of these words are Nouns? Write them down below in this column

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Always apologise: I am sorry to hear about your problem

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Speak clearly and slowly to the client

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1, 3, 5 and 6

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A4, B7, C3, D1, E5, F8, G6, H2

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List all the most important points of the conversation

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Exercise 4.
1. a,b and c
2. b and c
Exercise 2.
1. seat
2. transfered
3. complaint
4. last
5. again
5. best

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1,3 ,5 and 6

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Let the customer speak first, and then help as much as possible.

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Give credence to customer complaints.

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Fill in the missing words:
1. Seat
2. Transferred
3. Complain
4. Last
5. Again
6. Best

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1. a, b, c
2. b, c

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1, 3, 5 and 6

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Calmly= peacefully
Respectfully= courteously
Politely= cordially
The rep. was really courteously regardless of the client impatiens
and rudeness

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1. Remind
5. Deal with
8. Apologise

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1D, 2H, 3C, 4A, 5E, 6G, 7B, 8F

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Reputation and enquiries

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Remind
Deal with
Apologise

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1. That company has got a bad reputation because of its unhelpful customer service.

2. You mustn’t argue with customers. Stay calm and professional

3. There have been many enquiries this week about our new XY20 phone. People want to know when it’ll be in the market.

4. We must treat all out customers with respect and always speak politely

5. I hope we made a good decision, but we’ll only know the answer in the long run.

6. Did you assure the customer that she would get the delivery but Tuesday?

7. It isn’t always easy to solve problems, but we try to find good solutions.

8. You must keep a promise that you make to a customer if you want the customer to be satisfied.

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A complaint form is a questionnaire that a Customer rep. fills in, when they receive a complaint, with the client and the complaint details.

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4A, 7B, 3C, 1D, 5E, 8F, 6G, 2H

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Enquires and reputation

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1. reputation
2. argue
3. enquiries
4. treat
5. in the long run
6. assure
7. solve
8. Keep a promise

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A complaint form is a questionnaire that is filled out by the customer service department worker, adding the maximum details, about customer dissatisfaction.

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1. Matt
2. Late...
3. Paper Jams
4. the technical department
5.Jade
6. Brain Harris
7. 2
8. 3
9. 5 this afternoon
10. picked up by the same time

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Friendly -  faithful
Carefully - delicately
Lately - newly
Customer service kindly answered when we called to make the claim.

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1. Matt
2. Lake Tours
3. Paper Jams
4. Technical Department
5. Jade
6. Brian Harris
7. Two - drawer
8. Three - drawer
9. 5.00 This afternoon
10. Picked up

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Look at the situation from a customers perspective.

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Allow the customer to say everything they need to say before replying.

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Ex. 3
1. seat
2. transferred
3. complain
4. last
5. again
6. best

Ex. 3.2
1. A, B, C
2. B,C

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Exercise 3
1. Seat
2. Transferred
3. Complain
4. Last
5. Again
6. Best

Exercise 3.2
1. A,b, c
2. B, c

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1, 3, 5, 6

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1, 3, 5, 6

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Quietly - silently
Impolitely - unmannerly
Recently - lately

Lately we have been receiving a few complaints regarding our customer service.

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Kindly - warmly
Correctly - accurately
Impatiently - anxiously

Congratulations, you have accurately competed your training course.

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Remind, deal with, apologise

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Remind, deal with, apologize

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1. Reputation
2. Argue
3. Enquiries
4. Treat
5. In the long run
6. Assure
7. Solve
8. Keep a promise

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1. Reputation
2. Argue
3. Enquiries
4. Treat
5. in the long run
6. Assure
7. Solve
8. Keep a promise

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A complaint form is a statement in which you express your dissatisfaction with a particular situation.

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1d, 2h, 3c, 4a, 5e, 6g, 7b, 8f

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1D 2H 3C 4A 5E 6G 7B 8F

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Enquiries and reputation

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Enquiries and reputation

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A complaint form is a piece of paper that you fill out stating your dissatisfaction with a service.

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1. Matt
2. Lake tours
3. Paper jams
4. Technical department
5. Jade
6.  Brian Harris
7. 2
8. 5
9. 5 this afternoon
10. Picked up at the same time

# data[].attributes.body
1. Matt
2. Lake Tours
3. Paper jams
4. Technical department
5. Jade
6. Brian Harris
7. 2
8. 5
9. 5 this afternoon
10. Picked up

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You must speak to the client in a calm, empathetic, assertive and slow way.

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Exercise 3:

1. Seat
2. Transferred
3. Complaint
4. Last
5. Again
6. Best

Exercise 3.2:

1. a, b, c
2. b, c

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1, 3, 5, and 6

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calmly - peacefully

respectfully - regardfully

politely - cordially

Sentence: I greet you cordially.

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Remind, deal with, apologise

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1D, 2H, 3C, 4A, 5E, 6G, 7B, 8F

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Enquiries and reputation

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1. Reputation
2. Argue
3. Enquiries
4. Treat
5. In the long run
6. Assure
7. Solve
8. Keep a promise

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A complaint form is a questionnaire through which a consumer can record a complaint about a good or service he has purchased.

# data[].attributes.body
1. Matt
2. Lake Tours
3. Paper jams
4. Technical department
5. Jade
6. Brian Harris
7.  Two-drawer
8. Three-drawer
9. 5.00 this afternoon
10. Picked up

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Ex3
1.Seat
2.Transferred
3.Complain
4.Last
5.Again
6.Best

Ex3.2
1.A,B,C
2.B,C

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1,3,5,6

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Remind, Deal with, Apologise

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1d, 2h, 3c, 4a, 5e, 6g, 7b, 8f

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Enquiries and reputation

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Let the customer speak first, that they express what they need

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ex3
1. seat
2.Transfered
3. complain
4. last
5. again
6. best

ex. 4

1.a b c
2. b c

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friendly= peacefully
correctly= rughtly
kindly=affectionatelly

Your friend asked me peacefully how I am.

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remind
deal
with
apologise

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1. d
2. h
3. c
4. a
5. e
6. g
7. b
8. f

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repudation an enquiries

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1.reputation
2.argue
3.enquiries
4.treat
5.in the long run
6.assure
7.solve
8.keep a promise

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way in which a customer can leave a comment, submission or complain about a product or service received.

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1.Matt
2.Lake tours
3.Paper jams
4.Technical department
5.jade
6.brian harris
7.two-drawer
8.three-drawer
9.5.00 his afternoon
10. Picked up

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1.reputation
2.argue
3.enquiries
4.treat
5.in the long run
6.assure
7.solve
8.keep a promise

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Exercise 2:
1. seat
2. transferred
3. complaint
4. last
5. solution
6. Follow up to check
Exercise 4:
1. a, b, c
2. b, c

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1, 3, 5, 6

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Remind
Deal with
Apologise

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a. 4
b. 7
c. 3
d. 1
e. 5
f. 8
g. 6
h. 2

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Enquiries and reputation

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1. reputation
2. argue
3. enquiries
4. treat
5. in the long up
6. assure
7. solve
8. keep a promise

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Document through wich a consumer can record a complaindt regarding a good or service they have purchased

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1. Matt
2. Lake Tours
3. paper jams
4. technical department
5. Jade
6. Brian Harris
7. two drawer
8. three drawer
9. 5.00this afternoon
10. picked up