Here are some ways I could offer to help in a customer service situation:1. Ask them to describe the problem in more detail so I can understand exactly what happened and how to resolve it. 2. Apologize for any inconvenience and assure them I will do my best to find a solution. 3. Offer possible solutions like a refund, discount on future purchase, exchange or repair depending on the type of issue.4. Suggest escalating the problem to a manager if I'm unable to fully resolve it myself. 5. Provide my contact information in case they have any other questions after we finish.6. Thank them for their patience and for bringing the problem to our attention
Truffle Talent Digital Summit 2015: Briefing and feeding back to creativesJonny Watson
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Truffle Talent Digital Summit 2015: Briefing and feeding back to creativesJonny Watson
Similar to Here are some ways I could offer to help in a customer service situation:1. Ask them to describe the problem in more detail so I can understand exactly what happened and how to resolve it. 2. Apologize for any inconvenience and assure them I will do my best to find a solution. 3. Offer possible solutions like a refund, discount on future purchase, exchange or repair depending on the type of issue.4. Suggest escalating the problem to a manager if I'm unable to fully resolve it myself. 5. Provide my contact information in case they have any other questions after we finish.6. Thank them for their patience and for bringing the problem to our attention (20)
Truffle Talent Digital Summit 2015: Briefing and feeding back to creatives
Here are some ways I could offer to help in a customer service situation:1. Ask them to describe the problem in more detail so I can understand exactly what happened and how to resolve it. 2. Apologize for any inconvenience and assure them I will do my best to find a solution. 3. Offer possible solutions like a refund, discount on future purchase, exchange or repair depending on the type of issue.4. Suggest escalating the problem to a manager if I'm unable to fully resolve it myself. 5. Provide my contact information in case they have any other questions after we finish.6. Thank them for their patience and for bringing the problem to our attention
1. ‘The customer is always right’
or are they?
What is customer service like in your country?
2. Corner shop / local store Designer 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. company customer money news information accommodation
progress Well done!
helpline
research equipment phone call overtime employee
Countable nouns Uncountable nouns
Countable OR Uncountable
5. company customer money news information accommodation
progress research equipment phone call helpline overtime employee
many
1. Human Resources wants us to reduce our head count : how _______
____________ are there currently in this department?
employees
a lot money
2. We’ve spent __________ of __________on office equipment this year.
3. I’m worried about the long hours you have been working. How
much overtime
________ _____________ did you do last month?
4. The director wants an update on the repair work to the building. How
much progress
_________ ___________ have the builders made?
a lot research
5. The company is doing _________ of market __________. We want to
know what that customer really thinks of the new product line.
6. help put me through ask calling back give
can help
Receptionist: Niven and Sellars. How (1) ___________ I (2) _________ you?
Can put me through
Carlos: Good morning. (3) ________you _________________ to Marco Grella, please?
Can ask
R: One moment. (5) ________ I (6) _________ who’s calling?
C: My name’s Carlos Torres.
Would you mind
R: Putting you through now, Mr Torres. Oh, Mr Grella’s line’s busy. (7) ________________
calling back
(8) _________________ in ten minutes?
Can give
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.
7. Student A (SB p.23 Roleplay)
Would you Would you
mind checking mind fetching
these accounts my passport
for me please? for me?
Would you
Would you
mind helping
like me to go
me make a
to the bank
conference
for you?
call to China?
8. Student B (SB p.23 Roleplay)
Can you give
Would you
me last
mind helping
month’s sales
me with my
figures
case?
please?
Would you like Would you
me to check mind helping
what time our me write
flight leaves? some emails
in English?
9. Student A Student B
Greet the customer Explain the problem
Ask for more information. Give more information
Apologize for the problem Ask what the company will do
and explain why it happened. about the problem.
Make an offer to keep the
customer happy (refund / Accept the offer and thank the
discount / exchange) 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 best hotels that
you have stayed in?
Which are the worst hotels that
you have stayed in?
Which hotel would you like
to stay in?
