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or are they?

‘The customer is always right’ . or are they?. What is customer service like in your country?. Designer store. Corner shop / local 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

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or are they?

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  1. ‘The customer is always right’ or are they? What is customer service like in your country?

  2. Designer store Corner shop / local store Delicatessen Coffee shop What is your favourite shop and why? How often do you go there? What do you like to buy there?

  3. Do you shop in department stores? Why? Why not?

  4. accommodation information news customer money company Well done! OR Countable Uncountable helpline overtime employee phone call equipment progress research Countable nouns Uncountable nouns

  5. information news accommodation customer company money employee phone call helpline overtime equipment progress research many • Human Resources wants us to reduce our head count : how _______ ____________ are there currently in this department? employees 2. We’ve spent __________ of __________on office equipment this year. a lot money 3. I’m worried about the long hours you have been working. How ________ _____________ did you do last month? overtime much 4. The director wants an update on the repair work to the building. How _________ ___________ have the builders made? progress much 5. The company is doing _________ of market __________. We want to know what that customer really thinks of the new product line. research a lot

  6. help put me through ask calling back give help can Receptionist: Niven and Sellars. How (1) ___________ I (2) _________ you? Carlos: Good morning. (3) ________you _________________ to Marco Grella, please? R: One moment. (5) ________ I (6) _________ who’s calling? C: My name’s Carlos Torres. R: Putting you through now, Mr Torres. Oh, MrGrella’s line’s busy. (7) ________________ (8) _________________ in ten minutes? C: No, that’s fine. (9) _____________ you (10) ___________me his direct number, please? R: Certainly, his extension number is 357. C: Thank you. Good bye. R: Good bye. put me through Can Can ask Would you mind calling back give Can

  7. Would you mind checking these accounts for me please? Would you mind fetching my passport for me? Student A (SB p.23 Roleplay) Would you mind helping me make a conference call to China? Would you like me to go to the bank for you?

  8. Can you give me last month’s sales figures please? Would you mind helping me with my case? Student B (SB p.23 Roleplay) Would you mind helping me write some emails in English? Would you like me to check what time our flight leaves?

  9. Student B Student A Greet the customer Explain the problem Ask for more information. Give more information Ask what the company will do about the problem. Apologize for the problem and explain why it happened. Make an offer to keep the customer happy (refund / discount / exchange) Accept the offer and thank the person for their help

  10. 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

  11. Which are the besthotels that you have stayed in? Which are the worsthotels that you have stayed in? Which hotel would you like to stay in?

  12. How could you offer to help?

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