The seven steps to customer satisfaction

1. Hang up ​- end a conversation on the phone

He ​started​ ​shouting​ so I ​hung​ up (​on​ him).

Let me ​speak​ to Melanie before you ​hang​ up.

2. ​Answer ( a phone call)

I​ have to answer phone calls every day at work.

3. ​Lose your temper - ​to ​suddenly​ ​become​ ​angry

The children behaved so badly that I lost my temper.

​ 4.​ ​Agree on a solution -

Finally, after 2 hours of debating, the two clients agreed on a solution for the
new project.

5. ​Exchange - ​the ​act​ of giving something to someone and them giving

you something ​else

an exchange of ​ideas​/​information

They were given ​food​ and ​shelter​ ​in​ exchange​ for​ ​work​.

She ​proposes​ an exchange of ​contracts​ at two o'cloc​k.

6. ​deal with - ​t​o do ​business​ with a ​person​ or ​company​/ ​deal with a

problem/issue ​- trying to solve the problem

I ​prefer​ to ​deal​ with the same customer each ​time​.

You need to deal with this problem and find a quick solution.
 7. ​ ​call (somebody) back ​- to ​telephone​ someone again, for ​example

because they were not at home when you telephoned last time

I’ll call back later.

Can you ask John to call me back when he gets in?

8​.​ ​put somebody/something ↔ through​ ​to ​connect​ someone to someone

else on the ​telephone
​Could you put me through to Eddie/ Human Resources Department?

9. ​interrupt
She ​tried​ to ​explain​ what had ​happened​ but he ​kept​ interrupting her.

1. How important is customer service for you?

2. What can companies do to improve their customer service?
3. Why do you think employees sometimes don't provide good
customer service?