business result-preintermediate-customer service
- 1. BUSINESS COURSE Business Result Pre-intermediate is a practical course designed to enhance workplace English skills, focusing on effective communication and confidence for professional growth. 22/232 Nguyễn Lân, Hà Nội 0946 668 864 https:// www.facebook.com/ PRE-INTERMEDIATE
- 2. UNIT 1: CUSTOMER SERVICE Exploring multi-channel customer service and its challenge
- 3. INTRODUCTION: CUSTOMER SERVICE CHALLENGES • Have your experienced any issues with customer service? • What other problems might customers face with customer service?
- 4. 1. Look at the picture below. What channels does it show for customers to communicate with a company? Which ways do your prefer? Online chat Social media Email Phone Face to face
- 5. 2. Read this text and answer questions 1-3. Most companies provide customers with many options for how they communicate with the company. Customers can contact companies by email, by online that, through the company website or via social media such as Facebook or Twitter. Communication is now easier for customers who have a query about a product or order or want to report a problem. It also gives companies more opportunity to get feedback on the customer experience. 1. What are the advantages of multi-channel customer service? 2. What problems can customers have? 3. What is the result of these problems for companies? The problem is that there often isn’t enough communication between the customer service channels. For example, a customer emails a company to make a complaint about a product that doesn’t work. If there isn’t a quick reply, he/she tries the online chat. They have no record of the email, so the customer has to explain the issue again. They can’t offer a solution, and tell him/her to call Customer Support. The customer spends 30 minutes on hold and then has to explain the problem again. For multi-channel communication to be a success for a company, it needs to improve the customer experience. Customers today do not want to wait, so companies must improve their response times, and also make sure that the communication channels are connected. The prize for success is customer loyalty. The cost of failure is customers who don’t come back. Multi-channel customer service
- 6. 3. Work with a partner. How do you think companies can improve communication with customers? Example: Monitor first impressions
- 7. 4. Match the phrases to definitions. 1. Say you’re not happy with something __________________________ 2. Inform (a company) that something is wrong ____________________ 3. Give detailed information about a problem ______________________ 4. The time it takes to answer a customer ________________________ 5. The idea that customers will always choose a company's products ______________________ 6. A department that answers customer questions __________________ 7. Ask customers that they think about your company _______________ 8. Suggest an answer to a problem ______________________________ 9. Ask for more information about something that isn’t clear ___________ have a query report a problem get feedback make a complaint explain the issue offer a solution Customer Support response times customer loyalty
- 8. 5. Talk about customer service in your own company or a company you regularly buy from. Which of these things does it do well? Which does it do badly? Different communication channels Dealing with queries or complaints Encouraging customer loyalty Response times Getting feedback
- 9. 6. What solutions are these customer support assistants offering? Choose from the list. compensation a replacement a discount a refund a credit voucher 1. We’ll offer you 20% off if you buy it today. __________ 2. We can’t repair it, but we will send you another one. ___________ 3. If you return it to the shop, we’ll give you your money back.________ 4. It’s valid for 12 months, and you can use it in any of our stores.__________ 5. Sorry, you can’t have your money back for the holiday, but we will send you a cheque for €200.____________
- 10. Listen to two people talking about customer service. Did they have a good or a bad experience?
- 11. Situation 1 Situation 2 What did the customer order? A talking toy A tablet computer What was the problem? How did they contact the company? How did the company respond to the problem? What solution did the company offer? Listen again and answer the questions for each situation.
- 12. SPEAKING PRACTICE Talk about a good or bad customer experience you have had. You should say: Was it a good or bad experience? Where or When did it happen? What was the issue? How was it resolved?
- 13. LANGUAGE AT WORK COMPARISONS IN SHOPPING Learn how to use comparatives and superlatives in real-life contexts.
- 14. Why do people shop online? Why do people shop online? Make a list of reasons.
- 15. 1. Now listen to an extra from a radio programme about why people shop online and note the reasons. Are they similar to yours? REASONS
- 16. 2. Listen again and underline the correct words in italics to complete sentences 1-5. Online retailers offer the cheapest / most expensive products. 1. Online retailers offer better/ less detailed information about a product. 2. Online stores have the most / least flexible hours. 3. It’s not as difficult / easy to compare products in physical stores. Internet shopping offers a more limited / wider choice than in-store shopping. 4. 5.
- 17. TIP TWO-SYLLABLE ADJECTIVES ENDING IN -Y Two-syllable adjectives ending in -y usually form their comparatives and superlatives with -ier and -iest: easy, easier, the easiest. Most comparative forms of one-syllable adjectives end in -er (or -r when the adjective ends in e). For the superlative form, add the -est. cheap, cheaper, the _______ wide, ____________, the widest 1. Most two-syllable adjectives, and all adjectives of three or more syllables, use more and the most + adjective. You can also use less and the least + adjective. expensive, more expensive, the_____ detailed, ________, the least detailed 2. 3. Good and bad have irregular comparative and superlative forms. good, ____________, the best bad, worse, the worst We use not as + adjective (+ as) to say something isn’t similar to something else. not _______ easy (as) 4. LANGUAGE POINT
- 18. 3. Listen to some shoppers being interviewed in the street. What reasons do they give for shopping in a physical store? ............................................................................................ ............................................................................................ ............................................................................................ ............................................................................................ .... ............................................................................................ ............................................................................................
- 19. 4. Complete the shoppers’ answers with the correct form of the adjective in brackets. Then listen again and check your answers. I get more professional (professional) advice in a shop than online. The staff in a store have a _________ (good) knowledge of the products. 1. 2. I know the prices aren’t _________ (low) as online, but it’s the ________ (quick) way to get the product I want. 3. The ________ (important) thing for me is to see and touch the products. It’s _________ (easy) to make the right choice. It’s ________ (difficult) to return or exchange items than when you buy online. It’s also the ________ (expensive) wat because you don’t pay for postage. 4. The postal service isn’t ________ (reliable) now. Delivery times are _______ (long) and a lot of packages are lost. 5.
- 20. 5. Talk about your preferences for 1-4 below. Give examples and explain your reasons, using comparative and superlative forms. Example: I prefer looking for products online because it’s quicker and easier to compare them. 1. Looking for and evaluating products. Online, in physical stores or both? 2. Buying new products. Online, in physical stores or both? 3. Buying second-hand products. Directly from the seller or online? 4. Reporting a problem with a product bought online. By phone, by email, by letter or on the website?
- 21. PRACTICALLY SPEAKING How to “soften” a message? In what situations do you need to choose your words carefully and “soften” what you say? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________
- 22. Problem Solutions 1. A manager is complaining to an employee. What’s the problem and what’s the solution?
- 23. 2. Listen again and tick ( ) the expressions each time you hear them. ✓ Who uses the expressions: the manager (M), the employee (E) or both? (B)? ✓ M / E / B I’m afraid ... Sorry, but ... I’m sorry to say this, but ... Sorry about that. Well, actually .... ... isn’t very (+ positive adjective) 4. Which of the expressions above does the speaker use to ...? • complain • respond to a complaint • correct wrong information
- 24. 3. Work with a partner. Take turns to complain and reply in these situations. • I’m afraid ... • Sorry, but ... • I’m sorry to say this, but ... • Sorry about that. • Well, actually .... • ... isn’t very (+ positive adjective) An IT technician came to install new software on your computer yesterday. Today your screen freezes every time you try to open it. Phone the technician. 1. Your colleague asked you to check a report he wrote. A lot of the information is unclear or wrong and it’s full of spelling mistakes. Speak to your colleague. 2.
- 25. BUSINESS COMMUNICATION Making and dealing with complaints.
- 26. 1. Look at the advice below. Do you agree? Why/Why not? “When making a complaint, never get angry.” “When dealing with a complaint, never say ‘it’s not our fault’ or, even worse, ‘it’s your fault’.”
- 27. Conversation 1 Conversation 2 Conversation 3 Conversation 4 Problem Solution 2. Listen to four different conversations. Note down the problem and solution in each.
- 28. 1. I’d like a refund. _______________ 2. Oh dear. Can you give me more details? ______________ 3. Don’t worry. I’ll deal with it now. _____________ 4. I’m sorry to hear that. We’ll send you the correct version today. __________ 5. It’s my fault. I’m sorry. ________________ 6. It still hasn’t arrived. ________________ 7. It’s not working again. I’m not very happy about it. ____________ 8. Customer Service. How can I help you? ___________ 9. We can offer you a replacement. _____________ 10. I’ll look into it and get back to you right away. _______________ 3. Listen again. In which conversation do you hear these sentences?
- 29. KEY EXPRESSIONS Asking about the problem • How can I help? • What can I do for you? • Can you give me more details? • What exactly is the problem? Making the complaint • I’m sorry, but / I’m afraid ... • (The machine) doesn’t work • There’s a problem with ... • (It) still hasn’t arrived. • I’m not very happy (about it). • I’d like (a refund/replacement). Sympathizing/Apologizing • I’m very sorry about that. • I do apologize. • I’m sorry to hear that. • It’s our/my fault. I’m sorry. • I’m afraid we can’t ... • We’re sorry for the inconvenience. Dealing with the complaint • I’ll look into it/ deal with it right away. • I’ll get back to you. • Let me check. • We’ll send you ... • We can offer you ... • I’ll wait to hear from you.
- 30. 5. Read these situations. What are the possible solutions? Situation 1: You ordered sandwiches and drinks for a working lunch with a customer in your company. The catering company promised to deliver before 12.30 p.m. but it’s now 1 p.m. and you’re still waiting. Your customer doesn’t look very happy. You phone the catering company. ................................................................................................. ................................................................................................. ................................................................................................. ................................................................................................. .................................................................................................
- 31. 5. Read these situations. What are the possible solutions? Situation 2: You have received and order from a computer supplier but there’s a mistake. You ordered 50 laptop computers with 15-inch screens but they’re sent you mini- computers with 10-inch screens (and there are only 40!). You phone the supplier. ................................................................................................. ................................................................................................. ................................................................................................. ................................................................................................. .................................................................................................
- 32. 5. Read these situations. What are the possible solutions? Situation 3: You asked a colleague to send you some Powerpoint slides for an important presentation you have this morning. When you open your email, you see that he/she has sent you slides for the wrong product. Your presentation is in half an hour. You phone your colleague. ................................................................................................. ................................................................................................. ................................................................................................. ................................................................................................. .................................................................................................
- 33. 5. Read these situations. What are the possible solutions? Situation 4: You rented a car on a business trip from your usual rental company but the satnav stopped working after two hours. You then lost your way and were late for your meeting. This is the third time in six months you’ve had a problem with a rental car. You speak to the manager. ................................................................................................. ................................................................................................. ................................................................................................. ................................................................................................. .................................................................................................
- 34. The WOW! Awards is an organization that recognizes the 'best of the best' in customer service. Companies and other organizations can choose to participate in the awards. Customers who have had excellent service can then nominate people working in those companies for an award. Customer stories are often about ordinary employees who did something very special to satisfy the customer: the hotel receptionist who lent her shoes to a female guest because she needed them for a business meeting, or the hospital cleaner who spent time after work every day talking to a patient who didn't have any other visitors. It's an opportunity for customers to give the names of employees who 'wowed' them, and to say a special thank you to them. DISCUSSION What do you think of the idea of the WOW! Awards? 1. What are the possible benefits for a company that decides to participate in the awards? 2. How is it possible for your company to 'wow' customers? Is it possible in your job? 3.
- 35. Here are some possible criteria for choosing a WOW! Award winner. Which ones do you think are more important? What other criteria would you use? • Finding original ways to satisfy customers • Turning unhappy customers into satisfied ones • Taking a real interest in the customer as a person • Putting customers needs before your own • Understanding customers' real needs • Doing more than your job description demands
- 36. THANK YOU! And See You The Next Lesson. 22/232 Nguyễn Lân, Hà Nội 0946 668 864 https:// www.facebook.com/