EIC 6 EF: U.6, Part 6B (1st)

EIC 6 EF: U.6, Part 6B (1st)

by Chris Rójaѕ

Open Ended

What really annoys you about customer service when you go shopping? Write down three things you consider to be bad customer service.

​Breakout rooms with a partner

• ​Discuss the things you considered to be a bad customer service.

• ​Report back to class what you've discussed.

• ​Time limit: 10 minutes

Multiple Choice

It means "the place where you pay in a supermarket or other large shop"

• hangers

• receipt

• counter

• till

Multiple Choice

It means "someone whose job is to receive or give money in a shop, bank etc"

• cashier

• rail

• cashier

• crime

Multiple Choice

It means "used to store and secure your money, cash and other valuables in a shop"

• hangers

• receipt

• counter

• till

Multiple Choice

It means "a metal bar used for hanging clothes and other things on"

• cashier

• rail

• cashier

• crime

Multiple Choice

It means "a document that you get from someone showing that you have given them money or goods"

• hangers

• receipt

• counter

• till

Multiple Choice

It means "an illegal activity or action"

• cashier

• rail

• cashier

• crime

Multiple Choice

It means "a small frame for hanging clothes such as jackets and shirts on so that they keep their shape"

• hangers

• receipt

• counter

• till

Multiple Choice

Read an article about bad customer service. Choose the correct headings in the article.

"I hate it when assistants stand next to the till gossiping to each other. It's all too common in department stores, hairdressers, and coffee shops. All you want to do is pay, but it's as if you're invisible."

• It's a shop, not a social club

• Too few shop assistants

• Inappropriate offers

• Too much pressure

Multiple Choice

Read an article about bad customer service. Choose the correct headings in the article.

"This is why I hate beauty counters. You walk through the ground floor of many department stores and a woman runs after you and sprays you with perfume, asking, 'Could I just interest you in...?' Her face is usually orange, with eyebrows drawn on with a pencil. It says, 'You too could look like me'. You can't be serious! Why would I want to look like you? No, thanks!"

• It's a shop, not a social club

• Too few shop assistants

• Inappropriate offers

• Too much pressure

Multiple Choice

Read an article about bad customer service. Choose the correct headings in the article.

"At the newsagent's, you go to the counter to buy a newspaper and they offer to sell you a huge chocolate bar for £1, as well. A massive bar of chocolate at 7.30 in the morning? How about just smiling and saying good morning?!"

• It's a shop, not a social club

• Too few shop assistants

• Inappropriate offers

• Too much pressure

Multiple Choice

Read an article about bad customer service. Choose the correct headings in the article.

"Again, many fashion stores are guilty of this. The rails are so full of clothes that you can't even see the sizes. You have to pull the hangers apart to look in, then they fall onto the floor."

• Too much stock

• Too few shop assistants

• Silent cashiers

• Terrible changing rooms

Multiple Choice

Read an article about bad customer service. Choose the correct headings in the article.

"There's a long queue to try things on, but they say, 'You can only take in four items. You should be able to take a big armful in. And there's nowhere to hang your clothes, so you have to put them on the floor. Except the floors are filthy."

• Too much stock

• Too few shop assistants

• Silent cashiers

• Terrible changing rooms

Multiple Choice

Read an article about bad customer service. Choose the correct headings in the article.

"Cashiers at supermarket checkouts now don't even say the final price - you're supposed to see it on the still. They've lost basic communication skills. Even worse is when they dump the receipt and the change into your hand in one lump. Horrible."

• Too much stock

• Too few shop assistants

• Silent cashiers

• Terrible changing rooms

Multiple Select

Read the article again. Tick (/) the opinions that

Mary Portas agrees with.

• People on beauty counters usually look great because

  they use the products they are selling.

• Supermarkets should make sure people don't have

  to queue for too long to pay.

• It's unreasonable to expect shop assistants not to chat

  to each other while they are working.

• Cashiers should be more friendly.

• It should be easy to see what size clothes are.

Multiple Select

Read the article again. Tick (/) the opinions that

Mary Portas agrees with.

• Changing rooms are generally uncomfortable and dirty.

• It's important to limit the number of items customers

  take into changing rooms so that they don't spend too

  long in there.

• Instead of chocolate, the newsagent's should offer

  people fruit to buy.

• Shop assistants shouldn't encourage you to buy things

  you haven't asked for.

• Cashiers shouldn't chat to customers.

​​Which of the customer service 'crimes' she mentions are a problem in your country? Which of the opinions do you agree with?

​Look at the list of places below. Think about the ones you go to, how good or bad the service usually is there, and experiences that you have had.

• supermarkets mobile phone / computer shops

  clothes shops gyms

  banks department stores

  chemists

​Work in groups of three in breakout rooms 10 minutes). For each place talk about:

• ​how often you go there

• how convenient the opening and closing times are

• what the facilities are like (queuing, changing rooms,

• background music, seating areas, etc.)

• what the staff are like (enough of them, helpful, etc.)

• what the customer service is like if you have a problem

• any especially good or bad experiences you have had

Then decide on three things that would

really improve customer service in these places.

Open Ended

Complete the statements with your own ideas.

Everybody should be able to...

Open Ended

Complete the statements with your own ideas.

I hate not being able to...

Open Ended

Complete the statements with your own ideas.

I've never been able to…

Open Ended

Complete the statements with your own ideas.

I'd love to be able to..

Open Ended

Complete the statements with your own ideas.

Even though it was very difficult, I was able to..

Open Ended

Complete the statements with your own ideas.

IfI work / study hard, I hope I'll be able to ... in a few years' time.

Homework​

An email will be sent on Friday at 5 PM.​