LEVEL B1 UNIT 2

LEVEL B1

Northlatam English Program

Dealing with customers

Unit 2

Vocabulary and grammar

Lesson A

Grammar: Countable and Uncountable nouns.

Vocabulary: Customer care and dealing with situations.

Lesson objectives

Opening discussion

1. What do shops do to attract more customers? Think about the shops you like to go to. 2. When was the last time you call a company to solve a problem about a product you bought?

hang up

agree

Drag and drop the concepts in the correct picture.

discount

deal with

interrupt

call back

Vocabulary: Customer care

lose your temper

interrupt

put through

answer

call back

deal with

1. Greet the customer. When you ___________ a call from a dissatisfied customer you need to greet them in a warm manner. Thank the customer for calling. Remeber that when a customer calls to tell that something is wrong it is your opportunity to put it right. 2. Ask what the problem is. You need to find out why they are calling. Simply ask what the problem is and let them explain. You may not be able to _________________ the problem. Don't say I'm sorry, I can't help, instead explain the customer that you cannot help them and ask for their phone number so that somebody can ______ them _________. Sometimes the customer may want to wait while you ______them __________ to the correct department. 3. Listen carefully. Remember the customer may say a lot. You need to listen and try not to _______________. An angry customer may take a long time to explain what the problem is and so it is very important that you stay calm and that you don't _____________________. It is a good idea to take notes so that you are 100% clear about all of the details.

Read the advice and complete the information about how to deal with customers on the phone. Use the words in the box to help you.

Vocabulary practice

Countable and Uncountable Nouns

Grammar

company

Uncountable

Countable

Drag the words into the correct columns in the tables below.

customer

money

news

information

research

progress

employee

phone call

helpline

Grammar practice

Write the correct countable and uncountable noun.

Grammar practice

Polite Requests

Grammar

Match each polite request to a suitable response.

Grammar practice

lISTENING AND READING

Lesson B

Reading: Breuninger the beautiful things in life.

Listen to customer services assisstants dealing with customers.

Lesson objectives

Read the following text and discuss about the implications of working in Customer Service.

Discussion

Listen to a customer services assistant deal with dissatisfied customers on the phone.

Listening

1. Where does Breuninger have department stores? 2. Which departments would you go if you wanted: soap and shampoo, coffee cups and a handbag? 3. Which customer services and benefits does it mention?

Read the article to find answers to the questions.

Reading

1. What things can customers do before they come to the store? 2. What two services can customers use while at the store? 3. What two services can customers use after they leave the store? 4. Do you think Breuninger do everything possible to create a luxury shopping experience? Can you think of anything else they could do?

Read the last paragraph about the luxury personal shopping service and answer the questions.

Reading

WRITING

Lesson C

Dealing with an email of complaint.

Writing a response email to a customer's complaint.

Lesson objectives

being put on hold

unhelpful staff

staff ignoring you

rude staff

What do you do when these things happen? Which do you find the most annoying when you are trying to complain?

Discussion

Introducing

6. We apologize for any inconvinience that this caused. 7. We have been experiencing problems with... 8. We can offer you a (10%) discount (on your next order)

1. Thank you for the email regarding... 2. We will be happy to exchange the items. 3. I am very sorry to hear that... 4. I am writing on behalf of... 5. We will look into this problem immediately.

Put the phrases in the box into the correct place in the table.

Promising

Apologizing

Explaining

Dealing with problems

Choose one of the problems below and write an email in response to a customer, explain the cause of the problem and promise action.

Writing

practical case

Lesson D

Make an action plan to solve a hotel's problems.

Discuss about hotel services and complaints from customers.

Lesson objectives

Opening discussion

Which are the best and the worst hotels that you have stayed in? Why? Which are ideal facilities and services that hotels can offer?

Mr. Van der Vaart was unhappy with his stay at the Panorama Hotel. Read the letter. What six complaints does he make?

Case study

Read the hotel's explanations for the problems and discuss what actions the hotel should take.

Thank you!