LECTURE 5 ENGLISH IV DATED 10 APRIL 2012 UNIT 12 SERVICE A COMPLAINT IS A GIFT Keynotes: customer satisfaction, good customer service,

high quality, queries, pay for goods, delivering on time, handling complaints, poor service, deal with the problem, train customer service staff. Preview: Complaining In which situations should the customer complain? If not, why not? Vocabulary 1: Feedback on service Complete the comments to a holiday travel company with the words: apology, dissatisfied, friendly, pleased, wrong, excellent, useful, mistake, dirty, rude, poor Reading CUSTOMER SERVICE GEETING BETTER SERVICE Glossary: whinge complain (informal) pom (Aus) a person from Britain (informal) make a fuss become angry about something in a roundabout way not in a direct way phlegmatic always calm, not getting angry or excited Are the statements true or false? Speaking: 1. Do people in your country complain a lot? What about? 2. How would you describe the quality of

service in your country? Vocabulary 2: Dealing with complaints Match the steps 1-5 from the LEARN routine with the explanations a-e LISTEN, EMPATHISE, APOLOGISE, REACT, NOTIFY Vocabulary 3: Synonyms significant important suffering doing badly reimburse refund reputation is known to be very good Vocabulary 4: Collocations make a complaint, an apology deal with a customer, a problem handle a query, a complaint offer a refund, an apology satisfy a need, a customer LANGUAGE CHECK CONDITIONAL 1 If + present tense + future with will or wont If + present tense + can/cant/ could / couldnt If our competitors find out about our new product, theyll want to copy it. Well be very happy if you can join us for dinner.