Customer Service Communication Skills

The video is part of the WDA Workplace English Program, designed to help learners improve their English skills for the workplace. It covers basic greetings, conversational phrases for interacting with colleagues and customers, describing job roles, and strategies for handling angry customers. The video emphasizes the importance of practice and provides encouragement to learners to continue improving their English proficiency.

What is the main purpose of the WDA Workplace English Program?

• To test English proficiency

• To determine the best level for learners

• To provide job opportunities

• To teach advanced English grammar

Which greeting is appropriate for the morning?

• Good morning

• Good night

• Good afternoon

• Hello

How should you respond when someone asks, 'How are you?'

• I'm busy, thank you.

• I don't know.

• Please repeat.

• I'm fine, thank you, and you?

What should Peggy say to describe her job?

• I am a manager.

• I drive a bus.

• I help ladies look for clothes.

• I am a cashier in a supermarket.

What is Lim's job role?

• Sales assistant

• Cashier

• Manager

• Bus captain

What is the first step when dealing with an angry customer?

• Argue back

• Remain calm and speak slowly

• Speak loudly

• Ignore them

What should you say if you don't know how to solve a customer's problem?

• Please wait.

• Let me get my supervisor to help you.

• Come back later.

• I don't know.

What is a good practice to avoid mistakes in taking orders?

• Memorize the orders

• Write orders in English

• Draw the orders

• Ask the customer to repeat

What should you do if a customer blames you for a mistake?

• Argue with the customer

• Ignore the customer

• Stay calm and ask what happened

• Blame someone else

What phrase can help calm an angry customer?

• Please leave.

• I'm sorry about this.

• It's not my fault.

• I don't care.