- 2 Dealing with customers eo rig a ‘What én shops do to attract more ctustomers? Think aboitt the shops that you like to go 16 and discuss the questions with a partner. ‘What is your favourite shop and why? 2. “How afien do you go there? 5 What doyou like to buy there? 4 Do you shop in department stores? Why? Why not? Vocabulary EA Below are some of the customer services and benefits that shops can offer their customers. Put each one into the correct column below. monet ale cileere ig rooms” store card: < beauty salon tefiinds .-halrdieser’s. Reading for detail EI sean the article about the German department store Breuninger to find answers to the guestions 1. Where does Breuninger have department stores? 2. Which departments in paragraph 2 would you go ta if you wanted to find t soap and shampoo, cotfee cups, s handbag, a yoga mat? 35. Which customer services and benefits from the lists in 2 can you find in the text? Put a tick (V) next to them, 4 Findl at least five more customer services and benefits in the text. Add them to the lists in 2 following TER Read the last pare guestions yh about the Luxury personal shopping service and answer the 1 What things can customers do before they come to the store? 2 What two services can customers use whilst at the store? 5. What two services can customers use after they leave the store? 4 Dos jeuninger do everything possible to create a luxury shopping experience? Can you think of anything else they could do? Listening for det KE D420 Listen to Ra complete the sentences, el Fernandez, an expert on luxury customer services in retail and 1. Luxury consumers want products that are high quality and 2. Sales assistants have to give luxury consumers lots of 3. Luxury consumers want to know the things they are buying are 4. fluxuty consumers ate pleased with the service they receive they — ed Pe iS Eigasy one HI Work with a partner You run the sports ane leisueewear department in a successful arenes parentsee Your anogor is ld yu thle deparnent rus improve easome res tule ani develop a unary personal shopping service. Decide with your pare? of she services and benef you are going io fle, Present these to the cat cussionFoor! dha of upmatel depatonene wees in figs fi Wi Hpk sen dds of concer ‘Getmany, which Gite, The company, founded in 1881 by Eduard’ Breuninget, “sow consists of « Aagehip store im Stegaet and a further dh 5 ores acioss Geimany- ‘The scorer offer gentlemens and ladies’ fashion, pesfume and cosmetics lingerie, shoes, accessories, spore and keisurevcan household goods and lifeseyle products. They ppeamise their customers a taste ofthe beauciful ve things in life! The stores themselves are slegaee and selish and the goods on sie are lacey, cop ‘ofthe-range items ftom labels such ax Burberry, Dir, Gucei and Yves Saint Laurent, Breuoing Believes that i¢ is the company’s commitment ‘9 excellent customer service which makes the ‘Breuninger shopping experience so special Breuninger have always had an eye for comfort and convenience of their customers. ‘They were the ist dopartesent store in Geermany ve f@inetoduce lifts and escalators in the late 1940s and the fst 0 provide customer parking a few Years later grandson of Eduard, brought back the ides of providing 2 car park for his customers from a trip to Ameria i the 1950s. In 1989, Breuninger was che Grse German department sore to 4 store card, This focsard-chinking decision enabled ase dexcloting ceed Sal ed al ina Breuninges, offer tomers to pay without cash, long before ie was nor mel to have ‘credit card, Today, over 700,000 cuatamess own a Breur C5 2.1 About business ate addressed by their name at the cash desks; they receive special benclis, money-off vouchers and a ») peesenton their birchday “Today. the stores have an exceptional tange of additional facilivies avilable for chair customers. The Stuttgart store featutes a haicdeesse, fashion shows, cosmetic workshops, a café on each bar, and children's room, y and paint while thelt parents shop, of these facilites isthe Breuninger Ihsauty shopping service. This service offers 2 ‘unique sbopping experience; the opportaniny 12-10 bay the most hurious items with petsonal attention from speciallytained conculenss "To make this shopping ckperience a5 taxing 1a: posible, customers send cheir messuiements and the colours and syle they like to she sore 1 before leaving home, The eonsulsants thea tse thisinforation ochoosesuitable clothes. When _ahuwury customer arives x destore thay are guided ro oneal the VIP ofthe consultancy meers ther Ar ‘heprivite ting toomschampagncorespi hulethe omer chocets from the latest colletions fiom famous desghet silting and hemon Wh reserved parking spaces where o all of he tho takes ao}4 2. Dealing with customers Discussion ‘With «partner discus the questions 1 When was the last time you telephoned a company call centre? Why did you call -to solve a problem, make an enquiry, for another reason? 2, What was the result of the phone call? Were you happy with the service? Reading and vocabulary 8 Read the article and complete the information = ‘about how to deal with customers on the phone. Use Customer: ‘My mobile phone the words in the box to help you: won't make outgoing calls.” Helpline operator: ‘Do you have hangup discount answer ‘he phone with you, str?” lose your temper agree on solution Customer: "Yes, I'm using it now." exchange deal with call back Helpline operator: ‘Well, the put through interrupt phone is working fine, sir. You just called me? Ac TERRE | GREET THE CUSTOMER. Wis you )44%F cat om a ciesalciod ‘untomer young tte Ihe a warm manner. Thar the custem or ‘alin. Berets that sabe acute cals fo tl that something is wrongit your crear «poet ASK WHAT THE PROBLEM IS. You rood to tind out why they ere cali, Spy aya he problem fendi tha explain. You may not be abe toiidegl. tlh tes problem. Con't say "'m sorry, | can't helo” instead expiain tothe customer that you oamnot hel them an eek for thelr islephonerurioar 80 ta wait while you (@) 2047 tham [2% the eomect department & LISTEN CAREFULLY. iompgmber the custorar may say 8 ot Youneed, fotsten and ty nat 10 Ihe “Fin angry customer may teke a ong tne to explain wnat he problem is antl 80 its very importers that you stay calm and that, you dont GLE YOU TEV AEr” isa good idea fo take nates so that you are 100% clear ABOU all ofthe detais. Ask questions i they are not tating you the information you need to know. 4. DEFINE THE PROBLEM. Crce the customer as tishad expiining the prcbla, wse yer ea to ceck you nae understood fe problem corey. 5 SUGGEST A SOLUTION. ji# 21,01 teow alo! the deta ofthe pecan you ean sug! @slton Dan lume another dopastment. Make dn spel ard suggést akin, Te cutamer may sk you ortund he money trey mgr ak or. ier ext oer or they eight es 10 (EEE the good ly ought foro ters, You so ust bo east Don't pomige fo dah 10,000 rev part fr nex werk Fi cannot be done: The onan arbre tere pa con a Il 6 CONFIRM THE SOLUTION. One youand tne cuore onreed. 4 OLLEE¥ conti t so tnat you both understand whet has baer decided. Make sure tha the customer knows execly what you a G00 todoiand when you B® goiig to de it 7 END THE CONVERSATION. Now thatthe custome = hapoy you ca Jomer again for caling, Is 2 good fea fo et ~ fis ap this gives thom a fina chiens to ade