Customer service

Discussion questions:
1. What is the level of customer service like in banks/ in fast food restaurants/ from (mobile) phone companies/ from
utilities/ from transport companies/ from airlines in your country? Are there any differences between different
providers?
2. How does customer service in your country compare to other countries you have been to or know about? Can you
think about any reasons for the differences?
3. How often do you complain about service? What kinds of responses have you had?
4. Do you think you are or could be good at customer service? What makes you say that?
5. What are the most important characteristics for someone who works in customer service, e.g. a shop assistant or
someone on a helpline? Which of those personality traits do you have?
Rank these personality words from 1 (the most important thing for someone who works in customer service) to 12
(the worst)
 persuasive  hesitant  articulate  a good
 eloquent  coherent  sensitive listener
 succinct  extrovert  rambling  insecure
 responsive  reserved  gossipy

SERVICE http://ozdic.com/collocation-dictionary/service
ADJ. (system that provides sth the public needs)
efficient, excellent, good, valuable | adequate | bad, inadequate, poor, terrible | complete, comprehensive, full |
standard | basic | reduced | back-up, support | emergency (= the ambulance/fire /police services), essential (= the
supply of water, gas, electricity)
ADJ. (work of serving a customer)
efficient, excellent, first-class, first-rate, good, professional, quality | bad, poor, terrible | prompt, quick | slow |
friendly, personal | customer | after-sales
We offer excellent after-sales service on all our goods.
VERB + SERVICE
give (sb), offer (sb), provide (sb with), get | guarantee, complain about
Our main concern is to provide quality customer service.

Useful links:
Jobs at customer service
https://www.thebalancecareers.com/top-customer-service-jobs-4061545
Customer Service Skills
https://www.helpscout.com/blog/customer-service-skills/
Active Listening
https://www.ccl.org/articles/leading-effectively-articles/coaching-others-use-active-listening-skills/
Customer Service Expressions
https://www.youtube.com/watch?v=87typT3y5ys
Gartner.com