EAN - English I - Unit 6

English I

Unit 6: Customer Service

3. Functions: Complaints

2. Grammar: Comparatives & Superlatives

1. Vocabulary: Customer Service

Contents

Vocabulary: Customer Service

Customer Service

• To have a query about a product
• To report a problem
• To get feedback
• To make a complaint
• To explain the/an issue
• To offer a solution
• To call Customer Support
• To improve response times
• To get customer loyalty

Grammar: Comparatives & Superlatives

Comparatives & Superlatives

Equality

Inferiority

Superiority

Comparative and Superlative Adjectives are two types of structures we can use when we want to make a comparison between similar elements, that is, when we want to highlight a feature of said elements and use it to establish a relationship of superiority, inferiority or equality.

Comparatives & Superlatives: When do we use each?

We use them when we want to make a comparison between two similar elements, using one feature.

Comparatives

We use them when we want to highlight one element in relation to all the rest, using one feature.

Superlatives

Exceptions

more + adj.the most + adj.

2-or-more-syllable Adjectives

Eliminate -y and then+ -ier+ -iest

2-syllable Adjectives ending in -y

1-syllable Adjectives ending in -e

+ -r+ -st

Comparatives & Superlatives: Formation

1-syllable Adjectives

Sorry, no rule!:(

+ -er+ -est

Comparatives only. For all cases:(not) as + adj. + as

Equality

Inferiority & Equality

For all cases:less + adj.the least + adj.

Inferiority

Video

Watch this video for further (ha!) information and explanations about Comparatives and Superlatives.

Functions: Complaints

Handling complaints from dissatisfied customers is one the most challenging and yet one of the most important skills to be developed by employees at any company. We will learn some key phrases for this type of situation.

Dealing with complaints

Situation 2

Situation 1

To show custumers you care about their problems

Sympathizing / Apologizing

Making and Dealing with Complaints

Taking action to solve the customer's problem

Dealing with the complaint

What customers might say

Making the complaint

To understand why the customer is not happy

Asking about the problem

Electronic devices

Cars

Clothes

How important is good customer service for you to decide which product / brand to buy?

2021

1980

The Importance of Good Customer Service

Good customer service is key to the success of any business. It is valued now more than ever before, by customers of all ages and countries. Look at the graph on the right.

Don Alden Adams

To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.

Prof. Carina GonzálezLic. Carlos Navarro

Thank you!