IT3-Unit4

IT3-Unit4

Customer care

quality, service and complaints

A few ideas

• Listen carefully to what the customer is saying

• Smile and be friendly

• Offer a refund in all circumstances

• Say that it’s been a mistake and offer a complimentary service

• Apologise in any situation

• Handle the complaint as soon as possible

• Put the blame on some members of the staff and apologise...

Poll

Listen carefully to what the customer is saying

• We should

• We shouldn't

Poll

Smile and be friendly

• We should

• We shouldn't

Poll

Offer a refund in all circumstances

• We should

• We shouldn't

Poll

Say that it’s been a mistake and offer a complimentary service

• We should

• We shouldn't

Poll

Apologise in any situation

• We should

• We shouldn't

Multiple Choice

Handle the complaint as soon as possible

• We should

• We shouldn't

Multiple Choice

Put the blame on some members of the staff and apologise

• We should

• We shouldn't

Poll

Be firm but not too harsh

• We should

• We shouldn't

Multiple Choice

Tell them that they do not have a leg to stand on if this is the case.

• We should

• We shouldn't

Multiple Choice

Thank the customer for informing you

• We should

• We shouldn't

Multiple Select

Which of the following adjectives are positive (+) (Mark all the correct ones)

• friendly

• polite

• happy

• naive

• patient

Multiple Choice

Which word is a synonym of GULLIBLE?

• naive

• responsible

• tidy

• patient

• efficient

Multiple Choice

The opposite of GULLIBLE / NAIVE could be...

• nice

• reliable

• sceptic

• reasonable

Contrasting Stress

• Did you want to travel by charter or scheduled?

• It wasn’t so much the lack of comfort as the level of noise in the hotel.

• You can’t go on a visitor’s passport. You need a full British passport.

• She said she wanted a room at the front of the hotel not at the back.

• The flight wasn’t delayed; it didn’t even exist.

Contrasting stress 2

• Was it you who bought the holiday or your wife?

• I wanted to know where they were travelling from not where they were travelling to.

• She said the plane was full not empty.

• I’d rather have tea not coffee.

• The plane was leaving at five and you said it left at 4:00.