‘The customer is always right’

or are they?

What is customer service like in your country?

Corner shop / local store Designer store

Delicatessen

Coffee shop
What is your favourite shop and why?

How often do you go there?

What do you like to buy there?

 Do you shop in
department stores?

Why?

Why not?
company customer money news information accommodation
progress Well done!
helpline
research equipment phone call overtime employee

Countable nouns Uncountable nouns

Countable OR Uncountable
company customer money news information accommodation
progress research equipment phone call helpline overtime employee

many
1. Human Resources wants us to reduce our head count : how _______
____________
employees are there currently in this department?

a lot
2. We’ve spent __________ money
of __________on office equipment this year.

3. I’m worried about the long hours you have been working. How
much
________ overtime
_____________ did you do last month?

4. The director wants an update on the repair work to the building. How
much
_________ progress
___________ have the builders made?

a lot
5. The company is doing _________ research We want to
of market __________.
know what that customer really thinks of the new product line.
 help put me through ask calling back give

can
Receptionist: Niven and Sellars. How (1) ___________ help
I (2) _________ you?

Can
Carlos: Good morning. (3) ________you put me through to Marco Grella, please?
_________________

Can
R: One moment. (5) ________ ask
I (6) _________ who’s calling?

C: My name’s Carlos Torres.

Would you mind

R: Putting you through now, Mr Torres. Oh, Mr Grella’s line’s busy. (7) ________________
calling back
(8) _________________ in ten minutes?

Can
C: No, that’s fine. (9) _____________ give
you (10) ___________me his direct number, please?

R: Certainly, his extension number is 357.

C: Thank you. Good bye.

R: Good bye.
Student A (SB p.23 Roleplay)

Would you Would you

mind checking mind fetching
these accounts my passport
for me please? for me?

Would you
Would you
mind helping
like me to go
me make a
to the bank
conference
for you?
call to China?
Student B (SB p.23 Roleplay)

Can you give

Would you
me last
mind helping
month’s sales
me with my
figures
case?
please?

Would you like Would you

me to check mind helping
what time our me write
flight leaves? some emails
in English?
 Student A Student B

Greet the customer Explain the problem

Ask for more information. Give more information

Apologize for the problem Ask what the company will do

and explain why it happened. about the problem.

Make an offer to keep the

customer happy (refund / Accept the offer and thank the
discount / exchange) person for their help
Rank these customer service bad habits (1=the worst)

slow staff

rude staff

unhelpful staff

staff ignoring you

staff not giving you an answer

being put on hold

Which are the best hotels that
you have stayed in?

Which are the worst hotels that

you have stayed in?

Which hotel would you like

to stay in?
How could you offer to help?