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    173 views8 pages

    Unit 10 Customer Sevice PDF

    Uploaded by

    Enes Husic

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    © All Rights Reserved
    Download as PDF or read online from Scribd
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    OVERVIEWYW ] istenine Customer service Discussion Customer complaints 7] Wosabutary Handling complaints >) Reaaing Customers first ] kenguage review Gerunds oils Active listening case study Hermes Communications They usually have two tellers in my local bank, Except when it’s vary busy, when thay have one. — Rita Rudner, American actress t itate you the most when dealing with eustamar © which ofthe folowing service departments? On the phone | Face-to-face Repairs and refunds ] + Peing nut on hold + Unhelpful customer service + Delays on repairs + Speaking to a disinterested persennel + Delays in getting money back person « Stressed or Indifferent staff | No replacement equipment while + Choosing a series of options * Salespeople with poor product repairs are carried out during your call. knowledge + ringing the customer Service | + Tou few staat peak ctines number is continuously engaged | * No company policy on customer © Being cut off service or complaints © How important to a company’s success is customer care? Is it possible to have too much customer care? Eo @ Sarah Andrews is Retail Sales Director at Harrods. What do you know about Nerrads? Customer service | © (M104 Listen to the first part of the interview and decide if the statements below are True / False / Not given. 1. Good customer service at Harrods is about meeting customer expectations. 2 Hatrods customers expect a level of service as good as other retailers. 3. Harrods employees are trained in a seven step customer service programme, 4 Harrods employs people to test the customer service in different departments. A. Sarah Andrews _ 8a) 40 Customer service | 5 Harrods employees are given feedback on their performance once a month. 6 Employees receive champagne if they score 100% in the myslery shop tests. @ 6? 102 Listen to the second part ofthe interview and complete the santonces according to Sarah Androwe. 4 Good customer service helps retailers to : 2 The problem retailers face these days is that products... 3 Companies which don’t take customer service seriously will © How does Sarah think new technology can help improve customer service? Does she think this is usetul tor Harrods? @ C103 tisten to the third part ofthe interview and fil inthe missing verbs to create the Seven Steps to Exceptional Service. 1 istamers within one minute of arrival 2 customers at an appropriate time and . aconversation customers’ needs items to ne QUESTIONS 10 sosseen product lennwledge ta customer needs ..the features and benefits of products to customers the service sw felated products to customers and them te return © Work in pars. using the above seven step programme as a guide, write a dialogue between a Harrads employee and a customer in one of the allowing departments: a) luggage, b) cosmetics, ¢) TV and Hi-fi. Role play the conversation. Era ‘Work in two groups, A and B. Choose the five best suggestions from your group's advice sheet. Then form new groups. Negotiate a single list of the six best Customer suggestions from both sheets. complaints Group A Dealing with customer complaints Group B Dealing with customer complaints 1 Show the custoner you are Kstening by ee Keep an open misad at all times, checking that yo nulerst 1 dup arguing with the custorn 2 Allow the customer to show their emotions if Ae neal ip tein et iia thy bre ples or angey 9 Du mur be defensive 3 Say you are sorry thar the customer is upset 4 Concentrate on she situation net the 4 Adiit that the problems was your fault as soon petsonalities. es pasbls Don't force your solution on the customer. 5 Make sure you pet full deiails e'the pmhlem 6 Summarise and make sure that the customer urnderstands what you have sid Try to find out what result the customer wants. Tall customer what you can and cannot de. 7 Ask the customer to put the complaint in Offer compensation of greater value than the writing, goods or service complained about, 8 Be firm if you are sure of your facts, Handling complaints ° Customers first 86) © Complete the beginnings of sentences 1-5 with words from the box. Then finish ach sentence with a sentence ending a)-e).. standards products rapport — complaints reassure 4 When you handle a) ... when they are worried. important ... 2 You canestablish a. b)... will lose customers. customer if. 3. Akey element in customer care is to ¢) ... they are faulty. senses PEOPLE 4 Companies which do not meet their d)... you know about their i oF service... buying habits. 5 Many companies will replace ... free of charge i. @) «to be diplomatic. Match the idiomatic expressions 4-7 to their meanings a)-). 4. pass the buck a) forgot to do something 2 get tothe bottom ot the problem) paid tar too much for something 43 Tews the lest straw ©) aveld responsibility 4 got straight to the point 4) find the real cause of something 5 slipped my mind 6) talked about the subject directly 6 ripped off f) the lastin a series of iritating events 7 talking at cass purposes g) misuncerstanulng whet suieune else is referring to Use the idiomatic expressions to complete the sentences appropriately. 4 She was very helpful. She promised to . and find a solution, 2 He's the person responsiale. He shouldn't try to .. ad blame athers for his mistekes. 3 Several customers have complained about aur setvice contract. They say they're paying far too much and feel they have been , 4 I meant to send him a brochure but we were very busy andi... 5 They wanted (o place a larger uide | Uvught Ley wanted @ bigger discount. We were : 6 They ignored my complaints, but my money. 7 | zaw no point in aeguing with him. | money back when they refused to refund and eaid | wanted my Read the article and answer these questions. 4. What custnmer service problems did the author have? 2 What examples are given of poor customer service by British utilities? 3. What answer does the author give to the question: ‘Why is customer service important?” 4 Why is customer service dificult to implement? Give three reasons, 410 Customer service J Customers first; the message for this or any other year By Nichol Skapnkar What, the caller trou Howlett Packard wanted ta fnnoy, did T shink hw big busines, issues would be ‘his year? Well Lrepliod, in Hewlett Packard's case, 1 ‘thought tho issues snout that my new HP printer. seannercopler retusad to scan when Tbowght it and it TOOK Me WeoKs 10 3071 AL out. Also the machine eould uot print on Ughiweight card, as it was snppasel to," yathout jsmmming, ‘The “man from Tr Jaughed nervously. Were there any big Inns ness issues Two Hike us mention? No, 1 sate, If HP took care ot these small fonas, the hie anes win take care uf themselves, Tonuli have talked tor fonger, but I had to call Powergen, I should not have beea using the F's time to sori ut my elecirieity dificultles bat no one iad answered the 2i.bour Poxorgea helpline ‘the previous eveaing, This time T got through aad, alter few false starts, racy orted our my’ problen. Why is it so hard for vuuaules Wo gel inks right? ‘The Thritish uliitivs se to have surendered all their post privatisation customer servico mprovommmnen Some has ‘gone hack to their ticks of youre ago, ineswaing not turning upat the appaitted time and then claiming in have rung the dovctell and found no one home, ‘Many Tanks, retsllers anid the rest are no bottor, Some seem to have cul back om the essentials of 5 customer service trainin: please, thank you~ tai sort af thing, Tiknaw this is not just « British phenomenon: avany time lite about deteriorating customer service, many ot you esta from clsewhere with the sue compas, 69 What is the problem? Some of it is udustry- specific: cither there is inauificiont competition o issatisfiod customers sy eonnat be bothered 9 change because they doubt they will find anything Dotter, Bu I seis? Beer problem’ many enmpazties 6 seem tn have forgotten Wht hisinssefeaneny ‘They think i is about 1 entting costs: hence the sania for outsoureings Lam 4 not atiacking oulsoarcing, i8 such It 18 not, on ics ow, responsible ior ActeHorating customer service, Rather, the 1 problem is the mindest that so much outsourcing rreprasents: tho idoa that # startling reduction 1 cemployiceut costs isall you so need ta succeed, Cunt da wales, IF oy b exceed revenues, you have no profitand noromnany (or individ, ea carey 0 for long withont profits But making a. profit, cssontial though iti, is not the purpose of business cilher tis its consoqrtence a3 Petar Drucker rote, Prost is not the explanation, cause or rationale of ‘tusiness behaviour ana busiiess decisions, bt rather the hese of thcly validity” ‘The purpose of a Dbusinces ia ty juve somothing {ha a customer ‘want uta price Be or she is prepared to pay. In Prof Drackes's worde! "Tt the ‘customer wha determines hal vsinase i Ite the customer alone whose willingness to pay for a Rood or for a service converts eeonenie resources inia Wwealla, things into goods Its a simple fea, You provide goods or sorvices that customers the piagsed With ~s0 pleased that thoy come baek, and rola thelr Irendsto buy tram youtoo, “Yor thon sell more, Rest zhapoiness, Carrying (is out, or 150 course, is loss simple. Ohare maw: Haw Fa a way of providing the same goods al [iar lower prices, in wiich case costs will have 55 to be looked at agzeén asd ‘You may lage to move js tolow wage count ‘Therw is also che difficulty of executioa: the 0 bigger your business becomes and the more widespresd your suppliers and customers, the haroer Tul to dative. You may need. jafuLmutivn eelwoloRy systems 20 keep track of supplies and to ensue that Wien your customers eall, 150 if tales you no moze thar & {esy seconds to eall up the faformation ym noes Bat when the new IT sysiem hvis been installed, 15) or the forvign tactory built, br tis or that activity pot ‘out to contract, there i only one test a? whether i was worth itt are the 0 customers ane Iris with the customer that all businoss decisions should siar! and eed ivan the nancial Tes FINANCIAL TIMES © Now road tho article again. Which ofthe following points docs the author make? 4. The British utilities are improving th customer service 2 Some compariies need to spend much more on customer service training, 3 Outsourcing often has a negative affect an customer service. 4 The key to business success is reducing costs, 5 Many companies do not have the right objectives. @ Give an example of good and bad customer service you have experienced. | 10 Customer service ee Gerunds ‘A gerund is formed from a verb but behaves like a noun + Teean he the subject of a sentence or clause: Aiming jor caniomer detight is ail very well... # It-can be the object of a sentence or clause: Many people do rot lke talking bo machines + Ttoften follows a preposition: Customers receiving goed service will ew business by telling up fo 120! + A useful way fo use gerunds is in lists. (See Starting up Exercise A ‘On the phone’.) + Most erusids aze formed by adling ~ing 10 the base form of the verb: answer, answering handle, handling yet, eating D pose 34 @ The article on page 87 has many examples of the gerund used. Find: a) ane example a6 the suhject nfa sentence ) one example as the object of a sentence or clause 0) three examples following 2 preposition. timate © Some verbs can be followed by either a gerund or infinitive, but the choice ‘aan lead to a change in meaning, Match the sentences with their meaning: For example: a) He romemberad to reply to tha complaint — he didn't forget b) He remembered replying to the complaint - he has a clear ‘memory of this, 4 I'm too tired to deal with this complaint —_a) I'm fed up with the complaint and don't want to deal with it anymore. 2 'mtired of dealing with this complaint b) | may deal with this complaint later when I have more energy. 3. They stopped producing the customer ©) They stopped the production af something else in service manual order to produce the manual. 4 They stopped to produce the customer _—_) They stopped the production of the manual. service manual 5 We tried to explain the reasons for the Fault) We made an effort to explain, 6 We tried explaining the reasons forthe fault) We did the exolaining as an experiment to see If It was effective. @ Complete the guidelines for improving customer service with suitable gerunds. Add some tips of your own. Improving customer service Recommended ways of improving customer service include: 1. aRPRUNING... cls promptly F eeeeeeesene pe “. yeahs apa aera to WA A nr eee progres 3 reais. seesaces tal 8 Peet res 4 semen Satrataing progremmnes in i LORIN ips aC PR gy wi ee booneut ee Te in hreeci _ 88) 40 Customer service © Hew do you tnow tfanrunena lena letaslngto you? How dooe K maka you feat? © which of tne fottowing do you do to snow people that you are listening to them? Can vou add any other suggestions? + look people directly in the eye at all times + nod your head otter to show interest + repeat what the speaker has said in your own words + de aware ofthe speaker's body language + Interrupt the speaker often to show you are listening + thinic about what you are going ta

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