YOM JOVNONVT watt Customer service 40 GARRETT BY choose the best word (a, b, cor d) to complete each space in the article. CUSTOMER SERVICE The way a company approaches customer service i one of the anost important factors in Uetermining its furore success or failure No matter what a company does, itis always in the business af... Pf@VidINg,.+ customer service. Ifyou take a look at companies that are not doing W one of theiz common feutures is their inability to deliver reliable and fon the otter hand, understand sad efficient customer service. Al successful companies liver what their customers want and strongly believe in the value of customer service lraining for management and employees Companies which fail 10 view customer service training as an are likely to remain in business only iFthey manage t keep a large number of fest-time consumers, Moreover, they will probably end up losing market Sand experiencing & in profits unless they keep introducing new products and spending massiv Successful companies. howe cextromely competitive marketplace, bein y P advertising are the ones which have grasped that in today’s eds just not good enough a than Customers have hecome much more "and expect nothing le One of the keys to success is for a company to develop efficient means of communication between ma and employees. This invari positive effect on the customer. As a matter of fact, company which is good so work. ly has a direct for i usually one which is good to. * business with 1 a) Groviding) —b)_ giving 0. selling ) caring 2 a) away 8) ovr © under & accoss 3° a) shopfloor ——) foreground). frontline). workshop 4 a) coming b) expenditure —@) interest @ investment 5 a) shave b) demand 0 niche @ place 6 a) tise ») drop © level @) plateau 7 ain ») fo 0 over & on 8 2) awkward BY requested) complex demanding 9 a) excellence —_b) goodness) quality 8) expertise 10 a) deat ») do Oo make 8) work 1 epiace the parts in italics with the correct form of an idiomatic expression from the box. teslipsemebadyssming (to be) the laststiaw to gel ta the bottom of ihe problem to get straight to the point to pass the buck to rip somebody off to gothe extra mile to talk at cross purposes 1 2 | intended t tel the manager alot of customers had compned, but she was in bury and f completely forgot it slipped my mi IF you are dissatisfied with thelr service, don't hesitate, calk about dive tell them what sort of compensation you expe: tly andmetic REVIEW Gerunds UNIT 10.» CUSTOMER SERVICE When we are sure we are to blame for a problem, our policy is mever to avotdt responsibility 4 Avoid the Regency Hotel. They have a reputation for charging far too w tomers wen their co 5 tis not enough ust to compensate ct we have to find the re als are justified ‘cause of the prablem to make sure it doesn’t happen again. 6 Not anty did they refuse to admit that the video I had bought wast working propery, but they also refused ta give me a replacement. That was the last in a series of unpleasant events! 7 Iwanted a refund and they kept offering me a ep misunderstal lacement. We were obviously lots have reacted inthe right way by ance again making a special extra effort to solve problems and extend their working duties to maximum legal limits in order to suffering of customers. minimise ti Complete the sentences with a gerund from the box. working taking lelling being ignoring ster 1 after.listenin to the customer’s complaint, w try to suggest a number 2. She had mentioned asa customer care supervisor before. 3. They brazeniy admitted all complaints. 4 We make a point af not the customer off the line until the query is fully resolved, 5 We know that patient and polite always makes a good impression. 6 Increasing production may mean on extra staf at the weekend, Complete each sentence so that it means the same as the sentence just before it. Use a gerund each time. 4. Youwow't go very far ifyou don't deal with your customers’ complaints. You won't go very far without dealing With your custemers’ complaints. \We spend a lot of money on training, ane that’s perfectly alright We dan't mind 3 One thing they complained about al the time was our prices, They never ceased 4 They said they didn't avercharge us They denied 5 Idon't think it’s # good ides ta promise too mucin to the customer. I think we should avoid 6 lin sorry I didn't take the customer feedback seriously enough Iregret In which of the six sentences above could an infinitive be used instead of a gerund? a YOM IOVNONVTYOM J9VNONVT UNIT 10 ++ CUSTOMER SERVICE Circle the correct form(s) of the verb in the text. NEWS DIGEST themselves in the customer's At Delelfone, stat re encouraged stuoes and find solution instead of 9 f an easy way out As a cellphone service provider, Deltelfone endeavours prove / ta provi ? its customers with the highest level af servive Miguel Fernarwler, customer services uirectar ofthe con he test pri Is ensure to ensure / ensuring! that customers receive their bills on une ene that tk accounts are accurate, Most people preter structure £40 siraectuving’ their tmonthly bill paymeats, and i bils are late it ea inconvenience them, Fernandez Says & rug ea te outros Rave Ve have naawag) sraragproptiat ts own cull contre ae Sey HY Read this short text about demanding customers. Editing Inna ftps 4-2 hore sone entra word ich aes nti Some ines however, ae ci ‘vides, Ifa line is correct, put a tick (¥ }in the spai le there is an extra word in the line, write that word inthe space. Letters of [EJ unscramble the sentences and re-order them to make two different letters complaint of complaint. Write the sentence numbers in the table. 1 As a matter of fact, the above invoice was settled on 10 October, je., exacly five days had been ce alter aur ord 2. As a result, wil have to consider changing my supalier unless you can guarantee that such errs w ot happen again in the future, 3 As usual, we pald by bank transfer 4. Cvery time, those errors have had an adverse effect an our production schedules, 5. Furtherto our telephone call this moraing, | am writing to complain about a number of items which are either missing or faulty in the above order, 2UNIT 10>» CUSTOMER SERVICE 6 Lam sorry ta have to remind you that this isthe third time we have had occasion to complain of such mistakes, 7. Please find enclosed a detailed list of bot missing and faulty items, 8 We enclose a copy ofa statement from our bank confitming that payment was ndeed made. 9 Ihope you will take the necessary action to resolve this matter speedily 40 We would advise you.ta check your recards care‘ully 11 With reference to yaur reminder of 1 December, it seems to us that an ercar has been made TYPE OF LETTER Complaint about | 5 7 | delivery: l Reply toa ii reminder to pay: Complete this reply to the complaint about delivery in exercise B. BEEBOP FOOTWEAR - Wholesale & Retail "he Golden Boot Koningsstrant 93 23 Birchington Road 1 Brussels Chelmsford ex CMA SEG 3 May Doar Me Hop’ We were very sony to reccive your alainios 4 ane incomplete ‘consignment, oer ref. 206/10: Dur staf have be great pressure recent to deal with av unusually farge number of osders, and unfortunately mistakes have occurred, We have abreaty arranged... 1 replacements and missing items to be shipped to you ‘You will also be pleased to hear that cumstances, we have decided (oof 6% scount instead of the 4% formerly agreed Please accept ous apologies othe inconvenience caused, ani rest assured that wwe will do four utmost to ensure that such mistakes de not aecur agate the future We look forward sess loing busines 2! you again, Yours sincerely 1e a reply to the second letter in exercise B. similar structure as in the letter above: apologise far the mistake, explain how ‘pene, explain what you have dane or intend to do to put the mistake right, gain and end on a positive note. 43 ROM FOVNONVT