Customer service

What do customers look for in a

good service?

CUSTOMER SERVICE QUIZ

Have you ever worked as a
costumer service agent? Would
you like to?
Check if you have the skills:
http://www.donnaearltraining.com/Arti
cles/CustomerServiceQuiz.html
Decide if the sentence is True or
False.
Take notes on your notebook:

So What makes a GREAT

customer service?

Speaking. Long turn

Describe what your customers typically
complain about in your company.
What is it about?
Who is responsible for solving that
complaint?
How can it be solved?
What could be done to prevent it?

Complete each of these sentences

with a preposition.
1. Her company has a commitment ___ giving
good service.
2. If you are dissatisfied ___ the service, you
ought to complain.
3. Few customers complain ___ the price of our
products.
4. She tries to build long-term relationships ___
her clients.
5. One of his duties is to take care ____ customer
relationships.
6. Im responsible _____ updating the company
website.

Complete each of these sentences

with a preposition.
7. Our employees show tremendous loyalty ___
the company.
8. What methods do you have ____ communicating
____ your customers?
9. The best way of keeping your customers is ____
exceding their expectations.
10. We have been succesfully competing ____ two
much larger companies for more than two years.
11. You should focus ____ the clients who spend
the most money.
12. His irresponsible behavior resulted ____ a
commercial disaster.

Discussing questions
Which types of businesses do you think
have the worst customer service?
Do you think it is a waste of time to
make a complaint about service?
How do you think face-to-face
customer service is different from overthe-phone customer service?
Are there certain skills needed for faceto-face customer service that are not
needed for over-the-phone customer
service?

Discussing questions
Has social networking made businesses more aware
of the importance of good customer service? How?
How can companies ensure they provide good
service?
Customer service is important for successful
companies. Can you think of any companies with
good or bad customer service? What is good or bad
about their service?
What reputation for customer service do internet
service providers and telephone companies have in
your country?
If you have a complaint about a company how is it
usually received in your country?

Pre-writing
Have you ever written a complaint
letter? What for? What was the
result?

What is the difference

among?
Client
Customer
End-user
Consumer

Guided role-play:
Practice this dialogue
http://esl.about.com/od/businessspea
kingskills/a/customer_ser.htm