Inglés para los

Negocios I

Tema 4: Customer Services

Escuela de: Negocios
Logro de aprendizaje N°: 4
Comunica verbalmente las
situaciones habituales que se
presentan en el área de servicio al
cliente, utilizando el vocabulario
técnico y el tiempo “Present
simple”.
TEMA 4:
Customer Services

SUBTEMAS:
• Complaints
• Expectations
Inglés para los Negocios I

FZ Floral Suppliers assistance a complaint

FZ Floral Suppliers has a reputation for excellent customer

service. Our goal is to exceed your expectations.
What this means for you, the customer:
• You will receive prompt, polite and friendly service.
• Assistance is avaiblable 24/7. We are happy to answer any
inquiry.
• We will provide regular order status updates.
• Our logistics team ensures that orders are delivered on customer satisfaction
orders
time.
In rare cases, issues arise. We take complaints very seriously.
We do our best to make it right. This involves accepting
returns for damaged orders. We also issue full refunds. We
work until the problem is resolved to your satisfaction.

Fuente: Evans, V. Dooley, J. y Buchannan, D. (2014). Logistics. Express Publishing

Inglés para los Negocios I

After reading the company website page, now read the statements and choose the correct answer.

1. What is the main purpose of the website?

A. to explain the best way to contact customer service.
B. to provide existing customers with orders updates.
C. to let customers know what to expect from the company.
D. to compare several different return and refund policies.

2. Which of the following does the company NOT offer?

A. assistance at all hours of the day.
B. quick and courteous service.
C. timely delivery of shipments.
D. online customer complaint forms.

3. What can be inferred about the company?

A. It is a newer company.
B. It values its customers.
C. It is trying to expand services.
D. It has a poor reputation.

Fuente: Fuente: Evans, V. Dooley, J. y Buchannan, D. (2014). Logistics. Express Publishing

Inglés para los Negocios 1

Complete the conversation with the alternatives below

It looks like one of our vans was in a minor accident. How can I help you?
I can get them to you within the hour. Let me pull your order up in the computer.

A: FZ Floral Suppliers. ___________________________

B: Hello, I’m calling about my shipment. I believe the order number is 15984.
A: Okay. ___________________________.
B: My flowers were supposed to be here six hours ago. This is going to make my
deliveries late.
A: I’m very sorry about that I think I’ve identified the problem _____________________.
B: So when will my flowers be here?
A: __________________ Let me add a credit to your account. I hope that goes some
way towards making it right.
B: Okay.

Fuente: Fuente: Evans, V. Dooley, J. y Buchannan, D. (2014). Logistics. Express Publishing

Inglés para los Negocios I

Writing – Use the conversation before and fill out the customer service complaint log.

Fuente: Fuente: Evans, V. Dooley, J. y Buchannan, D. (2014). Logistics. Express Publishing

 Inglés para los Negocios 1

Fill in the blanks with the correct words or phrases from the word bank. There is one extra.
customer
polite update customer assistance make it right order
service

1. The ______________ was satisfied after receiving a refund.

2. The company sent the client a (an) _________________ saying that the shipment went
out.
3 The customer service representatives tried to be __________________ to every caller.
4 The representative credited the customer’s account to__________________.
5 The customer’s ___________________ was delivered on time.
6 When the man needed ___________________, he called the Company’s helpline.
7 Rude or poor _________________ can damage a Company’s reputation.

Fuente: Fuente: Evans, V. Dooley, J. y Buchannan, D. (2014). Logistics. Express Publishing

Activity
Inglés para los Negocios I

Listening – A phone call from a customer

1. Click on the link, listen carefully and do task 1, and task 2.
2. Finally, discuss with your partner :
Do you ever do favours or make exceptions for important clients?

https://learnenglish.britishcouncil.org/skills/listening/intermediate-b1/a-phone-call
-from-a-customer

Extraido de: https://learnenglish.britishcouncil.org/skills/listening/intermediate-b1/a-phone-call-from-a-customer

Thank you!