16 Customer Service

Orally Correcting the Collocation Errors in Each Sentences.

​1. Have you ever made a complain to the management about the food in a restaurant?
2. I hate making shopping on Saturdays as the town is so crowded then.

3. If you want your shopping delivered, you can put your order with us online or by phone.

4. We made a large-scale customer survey before developing our new product range.

5. On-the-web shopping is proving increasingly popular.

6. I was surprised by the weak quality of the acting in that film we saw last night

​Correct the collocation errors in these sentences.

Choosing the
Correct
Collocation

Dropdown

1. This shop gives very good worth / cost / ​

Select answer

for money.

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2. Every business wants ​ ​​satisfactory / ​

Select answer

/ satisfying customers.

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3.He is an economist who believes in the advantages of ​

Select answer

/ rich / fertile competition.

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4.I don’t need next-day delivery but service should be reasonably punctual / ​

Select answer

/ present.

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5.I hate it when you phone a company and get put on hole / hang / ​

Select answer

 for ages.

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6.Dan kicked up a terrible ​

Select answer

/ foot / fever about the service we received.

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7.The hotel manager dealt / ​

Select answer

/ honoured our complaint very efficiently.

1. Shopping Wars: Online vs. In-Store

• Imagine you can only shop online or only shop in stores for the rest of your life. Which would you choose and why?

• Have you ever had a bad online shopping experience? What happened, and how did you handle it?

• If you had unlimited money for one day, where would you go shopping? What would you buy?

• Some people say shopping is therapy. Do you agree? Why or why not?

• Design the perfect online shopping experience. What features would your dream website have?

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8.We can’t sell our old cooker because it doesn’t perform / inform / ​

Select answer

 to modern safety regulations.

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9.I would prefer not to take my custom somewhere / anywhere / ​

Select answer

.

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10.The service at the hair salon did not run / ​

Select answer

/ do up to standard.

Completing
the
Emails

2. The Great Complaint Challenge

• Have you ever complained about bad service? What was the situation, and what was the result?

• Act it out! One person is an angry customer, and the other is a polite customer service representative. Try to solve the problem in the best way possible!

• What makes good customer service? Can you share an experience where you were really impressed?

• Some people never complain, even when they receive bad service. Do you think this is a good or bad thing? Why?

• What is the worst excuse a company could give for bad service?

Multiple Choice

Complete the emails (Email 1)

Dear Sir/Madam,

I am writing to complain about the service I received in your Cambridge branch. I bought a suit there recently but it is poorly cut and does not fit well, even though it is the size I normally take. I am a (1)_________  customer of yours and have never had any problems before.

• occasional

• regular

• new

• random

Multiple Choice

Complete the emails (Email 1)

I returned the suit to the shop the next day, but the manager refused to give me a full (2) _____________.

• discount

• payment

• refund

• invoice

Multiple Choice

Complete the emails (Email 1)

I request that you look into this matter and (3) ____________ this complaint seriously.

• take

• look at

• discuss

• deal with

Multiple Choice

Complete the emails (Email 1)

Otherwise, I may be forced to take my (4) ____________ elsewhere.

Yours faithfully,
John Coleon

• custom

• complaint

• payment

• order

Multiple Choice

Complete the emails (Email 2)

Dear Mr. Cole,

Thank you for your letter regarding your purchase of a suit from us. We apologise for the inconvenience caused to you.

Our company is committed to (5) ____________ an excellent service and selling (6) ____________ quality garments.

• offering / affordable

• providing / superior

• taking / low

• handling / expensive

Multiple Choice

Complete the emails (Email 2)

We therefore enclose the requested refund and trust that you will continue to shop with us and will never again have (7) ____________ for complaint about our goods.

Yours sincerely,
Jason Campbell
Customer Services Manager

• motivation

• praise

• reason

• feedback

3. Customer Service Role Play: The Mystery Complaints

• You are the manager of a famous restaurant. A customer complains that their food was “too hot” to eat. How do you respond?

• You are running an airline. A passenger complains that the flight was “too smooth” and “not exciting enough.” What do you say?

• You own a hotel, and a guest complains that the pillows are “too soft.” How do you solve this problem?

• Create a ridiculous (but funny) customer complaint and see if your partner can give a good response!

• In your opinion, what is the best way for a company to make a customer feel valued?

​Via IPAD