REVIEW: What do you already know about Customer Service? Circle Tithe sentence is True or correct. Cle Ff the sentence is False or incorrect. 4. TF Saying “Excuse me, lady." is pote 2. TF Saying “What do you want? is pote 3. TF tis okay to tlle quest you don't know. 4. TF “Contain” is better than yes." 5. T F Donottell aquest don't speak English, 6. TF Asking What's your problem?" is pote DISCUSSION: Talk to your classmates about your answers. Why do you think they are true or false? The answers are on the next page. GOOD CUSTOMER SERVICE INCLUDES: Being Polite Being Honest Being Helpful Paying Attention ‘Communicating in English, ‘Asking your supervisor and co-workers for help, vyvyyy ye DUR IDEAS: vyyy Beet ttt.| swens : a 1. F- Saying “Excuse me, lady."is pote. ‘You should say “Ma'am not “Lady ‘This is not formal enough. You should F Saying ‘What do youwant?"is pole. | ask "What would you ike?” | Its botter to say "Let me check for | ]3 Fis okay to eta quest you dont know. | you" and find the answer, | [4 7 ‘cxtaeer te pner an ye “Certainly” is more formal than “yes.” You should always communicate with | 3. T —_Dornot tll @ guest “I dont speak English’. | quests, even when i's difficult : | spats peter? ey Fog maou stn poe | a Let me check fr you. Please How may |help you? ‘Thank You ‘One minute, please 11m sorry My Pleasure Just a moment, please. | apovogize, Certainly be right back. 1m out of blankets right now. "be back in one moment. Anything else? rything | PRACTICE: Read the phrases below. Match each phrase with is meaning. Ceriainly Fm sorry, ma'am, How may | assist you? | don't know: need to tak to my supervisor lust a moment please OF course. Lot me check on that fr you Wait, please Ibe back with your blanket. | dont now. | need to find the answer. | apologize, ma'am. | wil come back with your blanket. Let me check with my supervisor fst Can help you? ‘okey Paar Hon fh Cy Ting ete 8LISTENING: Listen to the conversations between guests and hotel workers. Did they provide {good customer servieo? Why or why not? 4. CUSTOMER SERVICE: BAD AVERAGE coop Ve 2, CUSTOMER SERVICE BAD AVERAGE ‘Good way? eee 3, CUSTOMER SERVICE: BAD AVERAGE Goon wy? a a 4, CUSTOMER SERVICE: BaD AVERAGE eon. way? PRACTICE: Read the following dalogues. Practice wth a partner. Switch roles. 4. Frank (Bus Person): Yes, si. How may |help you? Mr. Smith(guest):_'™m sorry, but tis coffe's ol. Frank: | apologize, si. wil get you afresh cup right way. ‘Me. Smith: Bring me some extra cream and sugar, 00, Frank: Certainly, Mr, Smith: ‘Thanks Frank: My pleasure, 2 Martha(GRA): Good morning, ma'am. How may |help you? Mrs. Smith (guest): Its very cold. Could you turn on the heat? 1m not sure, Let me check with my supervisor frst. | can bring you a blanket. Mr. Smith: Thanks. A blanket would be nice. Martha: My pleasure, ma'am. Anything else? Mrs, Smith : No, jst blanket and maybe some heat. Martha: Martha: Certain. be back wth your bianket in & moment hss sss He See SB SS