WorksheetsCustomer service
Total questions: 11
Worksheet time: 11mins
Watch the video and choose the sentences you hear.
Explain the main ideas to me.
Take me through the main issues
He won't follow our recommendations
He refuses to accept our suggestions
If there is no safe storage, there`s no guarantee he will get the product.
Read the article and decide if Julia and Roberto would describe their customer service experience as positive (P) or negative (N)
Julia
negative
Roberto
positive
Read the article again and decide if these statements are true (T) or false (F).
Her group bought alternative flights for the return date
true
false
Luckily, there were no problems with the bus journey.
true
false
Roberto couldn’t change his booking online.
false
true
He had to wait a long time when he phoned.
false
true
He knew he had made the mistake.
false
true
Choose the correct option in italics.
Subject: Complaint about recent flight
Dear Sir or Madam,
I am a regular passenger with your airline and I am usually very satisfied / satisfying. Unfortunately, on a recent flight to Athens your staff were not very h (a)
Firstly, the woman sitting next to me was very (a) and I called for assistance but nobody came.
I know passengers can be very d...................... but worried passengers need to be looked after. Then, the person sitting on my left r...................... a glass of water. It took fifteen minutes before he got the water but nobody a.............................
(a)
Generally, on this flight the crew lacked e......................and h........................ a number of situations badly. I hope I can feel confident the next time I fly with you.
Yours faithfully, Emma Hobb
(a)
