1.

THE CUSTOMER SERVICE

1.1 SPECIFIC TERMINOLOGY

1.1.1 Introduction.

-Process to claim the attention

How to get the attention of the customers

The first thing we need to do or be alert is the reception of the client.

How we make this reception will influence the client for all the process.

Attention: We need to show interest to attend our customer; otherwise, a

lack of attention to our client could mean a possible loss of that one.

Good morning, nice to meet you.

Can I help you?

Interest: Once we get the attention of the client, we need to get his
interest. How: speaking of what they like, or what they want.

Tell me what you want and I’ll be happy to help

We have what you need.
What are you looking for?...

Wish: After getting the interest of the customer, we need to encourage

the wish (el desig). Wishing to have something that I don’t have in this
moment. To create the necessity of the product.

I think this suit is exactly what you are looking for.

You will be delighted with this TV.

The intention to buy:

The customer need to think that was him who decided to buy, never you!!!
You’ve made a great choice
It’s really the best we have.
-Information to the customer
The sales means information
What: say what the product is made for
For: product’s application
How: It satisfies necessities and wishes
Until: limits of use
Why: some explanations to the customer’s questions

Let me tell you about this fridge.

-Orientation to the customer. Specific information, more subjective

Note that this DVD also allows you to...

If you have a look you will see that these shoes are....

To orientate we need to look and ask our client:

Do you want this dress for a wedding?, then I advise you..

1.2 Uses and structures in customer service: GREETINGS,

INTRODUCTIONS AND COURTESY FORMS.

1.2.1 Introductions

The employer needs to know that our client or customer is a person!! We

need to get a good deal with him.

We can explain some basic rules to treat with our customers:

 Smile

 Listen our customer, let them speak

 Remember their name and surnames

 To have interest in their lives

 Make feel them important

 Avoid discussing

 Talking about what they want

 Never says: You are wrong

  The customer needs to think that he is who decided

 Make things easy.

However, all that depends on the different types of clients that we can

have, and their age, if they are young or older and finally the situation,

if they are on a rush or they have plenty of time.

1.2.2 GREETINGS AND FORMS OF TREATMENT

Good morning/ Good afternoon/ Good evening: Formal

Hello/ Hi: Informal, young people or known people.

Once we say hello, we need to ask a question to get the first contact:

Can I help you?/ What do you want?

Do you need anything else?/ I can offer some interesting products.

Advanced sentences about establishing contact:

May/Can I introduce myself?...My name is …..

Please, call me ...
Nice/pleased to meet you
Nice/ pleased to meet you too.
1.3 FORMAL STYLE AND INFORMAL STYLE

Good morning,...

Good bye... Good bye, have a nice day...

Treatment to the person:

Madam: If we don’t know the name.

Sir: same as madam but for men.

Mistress, Mister, Miss: Only we can use these forms if we know the
surname of our client. Very used in writing,
Mrs Ladd
Mr Ladd
Miss Ladd
Ms (if we don’t know if she is single or married)

Informal greetings: Young clients or known

Bye, Goodbye
See you (soon)/ See you later / See you tomorrow

ASKING INDIRECT QUESTIONS

Indirect questions are more polite than direct questions

that is why they are used in commercial situations. These
are longer. For example:

- Where is the department store? - Direct question

- Could you tell me where the department store is, please?
- Indirect question

There are two main ways of asking questions - directly and

indirectly. Both have the same meaning but we use indirect
questions when we want to be more polite, more
formal or less confrontational.

We can ask a direct question - Where is Brighton Pier? Or

to be more formal or polite, we can ask an indirect
question - I wonder if you could tell me where Brighton
Pier is?

Word order
When we create indirect questions, the question (What
time is it?) becomes part of a longer sentence or questions
(Do you know.?) and the word order changes from the
order of a direct question. For example:

Direct: What time is it?

Indirect: Do you know what time it is?

Direct: Why was he late?

Indirect: Can you tell me why he was late?

Direct: What is that?

Indirect: Would you mind telling me what that is?

EXERCISES:

http://www.englishexercises.org/makeagame/viewgame.asp?id=532
PREPOSITIONS OF LOCATION

Over there

Over here

On top of

Under the

Beside the

Next to

Far from

In front of

Between, among

On the left

On the right
Exercise number 3: Phrasal verbs. Put the correct phrasal verb in the

blanks in accordance with the meaning of the sentences.

Can you ..................................................a glass of water?.

We are .................................................. butter.

We are ............................................................................of blue notebooks.

Please, ........................................ to the shop and try to get your money back.

She was ...................................................................in jeans and a t-shirt.

The washing machine has.....................................................................................

All right, thank you, I will ...................you .................................. on Monday.

I’m sorry, it’s closing time. Would you mind to .............................................at 5?

Yes, you are right, black boats are ..................................................into fashion.

You don’t need to ................................................................for the

party. .................................................it................................. to him.

Why don’t you .........................the black one ..............................?

I’m ............................................................a pairo f black high heels shoes.

Come on,.....................................................!!

There’s a ..................................................................on the corner.

They are ...................................................... the old stock.

He ...........................................................................his coat.

The orange juice has been.........................................................

This skirt needs .......................................at the waist.

I had ..............all my clothes........................................................

ask for, to take (something) in, to be taken in, sold out (sell out), go back,

break down, try on, out of, running out of, dressed down, call back, take off

(took off), sell off (selling off), come back, coming back, dress up, give

back, look for (looking for), hurry up, take away,

CUSTOMER SERVICE SITUATION:

ROLE PLAY 1. Old Lady

How old is is the old Lady’s grandson?

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What colour are the jeans she bought?

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What does the label say?

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Which method of payment did the old person use?

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ROLE PLAY 2. Young Boy

Is there an offer that week in the shop?

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Where are Madonna’s CDs?

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How many CDs the customer bought?

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Which Cd was gift-wrapped?

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How many CDs were bought as a gift?

2.1 PRESENTATION OF PRODUCTS AND SERVICES

2.1.1 Characteristics of products and services.

Grammatical concepts

Let begin by reviewing some grammatical concepts you probably already

know but given its importance it is important to remember.

Qualifying adjectives are words that accompany the noun.

In English will precede the noun. An example:

This is a good wine

A mobile is a necessary object.

Good: Bo

Bad: Dolent

Big: Gran

Small: Molt Petit

Little: Petit Modern: Modern

Beautiful: Maco Powerful: Potent

Ugly: Lleig Uncool/old-fashioned: Passat de moda

Nice: Fantàstic Necessary: Necessari

Elegant: Elegant Sweet: Dolç

Expensive: Car Bitter: Amargant

Cheap: Barato Acid: Àcid

Short: Curt Dark: Fosc

Long: Llarg Fast: Ràpid

Slow: Lent Useful: Útil

Narrow: Estret Useless: Fora d’ús/ inútil

Wide: Ample
The qualifying adjectives have the same form for the singular and for the

plural. We can use more than one adjective together: A small black book.

opinion size shape age colour origin material purpose noun

VOCABULARY:

Product features: Característiques del producte

Technical characteristics: Característiques tècniques

Instructions for use: Instruccions d’ús

Easy to use: Fàcil de fer servir

This colour is in fashion: Aquest color està de moda

Very comfortable shoes: Sabates molt comfortables

This is the most effective product to clean the metal: Aquest és el

producte més efectiu per netejar el metall.

It is a very powerful vacuum cleaner: És una aspiradora molt potent

This table is a good price: Aquesta taula està bé de preu

The pink is the colour of the season for lipsticks: El color rosa és el que es

porta aquesta temporada per pintallavis

Products listed are on offer: Els productes de la llista estan en oferta.

2.1.2 Measures

Length: Longitut

Meter: Metre

Inch-: Polzada 1 inch: 2.54 cm

Foot: Peus one foot: 12 inches: 30.48 cm

Yard: Yarda 1 yard: 3 feet: 0.91 km

Mile: Milla 1 mile: 1760 yards: 1.61 km

Volume

Liter: Litre

Pint: Pinta 1 pint: 0.57 lt

Gallon: Galó 1 gallon: 8 pints: 4.55 lt

Weight

Kilogram: Kilo

Libra- Pound: Libra 1 pound:16 ounces: 453.6 grs

Onza- Ounce: Onza 1 ounce: 26.35 grs

2.1.3 The Cardinal Numbers

1: First

2: Second

3: Third

4: Fourth

5: Fifth

6: Sixth

7: Seventh

8: Eighth

9: Ninth

10: Tenth

11: Eleventh

12: Twelfth

13: Thirteenth

14: Fourteenth
15: Fifteenth

16: Sixteenth

17: Seventeenth

18: Eighteenth

19: Nineteenth

20: Twentieth

21: Twenty-first

22: Twenty- second

31: Thirty-first

42: Forty-second

87: Eighty-seventh

99: Ninety-ninth

100:

200:

225:

1000:

Quantity adjectives and pronouns:

Some / something:

*some something (algú, alguns, algunes) indica quantitat indefinida, frases

afirmatives i interrogatives quan la resposta que s’espera és afirmativa,

sobretot amb l’ús del would you like, en els oferiments o peticions.

I have some hurry (tinc una mica de pressa)

Can leave us some samples? Pot deixar-nos algunes mostres?
Would you like something to drink? Voldria quelcom per veure?
Any:

*Any (qualsevol, algu, cap, ningú) : quantitat indefinida.

En frases afirmatives vol dir qualsevol

Bring me any black belt

En frases negatives vol dir cap, ningú

There isn’t any problem

En frases interrogatives, al contrari de some no s’espera si o si resposta

afirmativa:

Do you have any book?

No: express negation and for this reason the verb needs to have

affirmative form.

No+ sust (no cars, no garden)

We use no especially after there is/are and have(got):

There are no cars in the park

We have got no coffee (We haven’t got coffee)

If verb is negative: any

They haven’t got any children // there isn’t any sugar in your coffee

If verb is positive: no

They have got no children. // There’s no sugar in your coffee.

Many/ Much:

Too, so:

Combine to express an excessive amount

Too many/ too much

There are too many colours to choose.

There is too much work.

So many, so much, for an excessive amount but also for exclamations

There are so many colours to choose!!

Most: el que més, més quantitat

Superlative of many and much.

These shoes are the most comfortables.

This is the most beautiful.

A lot of (molt):

Little/ Few (poc):

FEW: Always with countables nouns

There are few books on gardening.

LITTLE: always with uncountable nouns.

There is little bread in the shop.

We can add a previous A and it means more positive. More than without

the A. A few friends, there is a little bread

Several: it means “varis”

They have asked for several things

We compared several prices.
All: everything (tot, tots)

All items have a warranty.

All our perfumes are expensive.

Enough: suficient

If it goes with a noun, it comes first, if it goes with and adj, adv it goes

after.

This product is strong enough (adj+ enough)

It has enough discount. (enough+noun)