PROGRESS TEST 4 AUDIO SCRIPT

Track 5

It is very important to be polite and helpful at all times, and to see things from the customer’s
point of view.

If a customer is very angry about a mistake, stay calm. Don’t get angry yourself. You may think:
‘I didn’t make the mistake. This isn’t my responsibility.’ Dealing with customers’ complaints
often means solving problems that aren’t your fault. The answer is to solve the problem
professionally as part of the job.

When the customer explains the problem, listen carefully and repeat to check that you have
understood. Often the customer just wants to express his feelings. If he doesn’t demand any
action, you’ll have to suggest a solution.

Sometimes you can't do exactly what the customer would like you to do. In this situation, you
have to say what you can do. It is essential to use the right language. You will give the customer
more confidence if you say: ‘I will’; not ‘I might’ or ‘I can’t’. Don’t say: ‘I don’t think we can do
that’, say: ‘I will find out for you’.

Of course there are times when you just can’t win. For example, if it’s a very difficult person
who will not cooperate, then you probably won’t find a solution. But you’ll know that you have
done your best. You have to try to provide your customer with what he or she wants.

PHOTOCOPIABLE © 2006 Pearson Longman ELT 1