Customer Service - 6 Situations
1a Customer
- you want to send a parcel to the UK
- ask for the price of surface mail
- ask for the price of airmail
- ask for the price of registered mail
- ask when the parcel will arrive
2a Customer
- you call FedEx to complain about a late
delivery
- tell FedEx your name and address
- ask Fedex if they can deliver on Thursday
morning
- you’re not at home on Friday, ask if they
can deliver on Saturday
- ask for delivery time
3a Customer
- FedEx call you to arrange a delivery
- you’re not at home on Wednesday
- you’re only at home on Thursday
morning
- Friday is ok, ask for the delivery time
- ask if delivery can be arranged before
4pm
4a Customer
1b FedEx
- ask how you can help
- you don’t do surface mail
- airmail HK$ 120.-
- registered mail HK$ 180.-
- it will take about 5 working days
- ask if customer needs anything else
2b FedEx
- a customer calls you to complain about a
late delivery
- ask for customer’s name and address
- tell customer you already tried to deliver
on Monday and Tuesday, but nobody
was there
- you can’t deliver on Thursday Morning,
ask if Friday is ok
- confirm delivery on Saturday
- delivery time is between 1pm-5pm, ask if
customer needs anything else
3b FedEx
- you call a customer and want to arrange
the delivery of a parcel
- ask if Wednesday is convenient
- ask if Thursday is convenient
- ask if Friday is convenient
- delivery time 1-5pm
- delivery before 4pm is no problem, ask if
customer needs anything else
4b FedEx
- Fedex come to pick up a parcel, you open
the door
- the parcel is for Mr Smith at No 1 Oxford
Street in London
- ask when the parcel will arrive
- you prefer airmail, ask how much it is
- ask where to sign customs form
5a Customer
- FedEx come to deliver a parcel, you open
the door
- tell him/her your name
- ask where to sign for the parcel
- ask if there is another deliver today
- ask for customer service’s telephone
number
6a Customer
- you want to re-schedule a delivery
- delivery is on Monday, but you’re not at
home then
- ask for delivery on Tuesday morning
- agree to delivery on Wednesday
morning, ask for the delivery time
- you pick a parcel from a customer, you
ring the door bell
- introduce yourself
- ask customer for the address of the
recipient (person who gets the parcel)
- surface mail takes 4 weeks, airmail takes
1 week, ask customer what he prefers
- airmail is HK$ 180.-, ask customer to fill
in customs form
- tell customer to sign custom for at the
bottom, ask if customer needs anything
else
5b FedEx
- you deliver a parcel to a customer, you
ring the doorbell
- introduce yourself, tell customer you
want to deliver a parcel
- ask for the customer’s name
- tell customer to sign at the bottom of the
page
- tell customer to call customer services
for more information
- the number is 6868 8888, ask if customer
needs anything else
6b FedEx
- ask how you can help
- ask if delivery on Tuesday afternoon is ok
- you don’t deliver on Tuesday mornings
to Tsing Yi, ask if delivery on Wednesday
morning is ok
- delivery will be between 9-12am, ask if
customer needs anything else
 Helpful phrases

Customer service:
How can I help you?
What can I do for you?
May I help you.
Is there anything I can do for you?
Could you please fill in the customs declaration…

Customer:
I want to…
I need to…
I have to…
I would like too… (very polite)
How much is …
When can you…