Extras din curs
vocabulary
1. Complete the flow chart with the following words.
build negotiate provide renew request win
2. Match the expressions 1-6 with their explanations a-f.
1 acknowledge a customer
2 hold on to a customer
3 woo a customer
4 lose a customer
5 approach a customer
6 develop a customer
a win a customer over to doing business with you
b keep a customer
c build up a long-term relationship with a customer
d show a customer that you know they are there
e make contact with a customer
f fail to keep a customer
3. learning tips
One way to remember new vocabulary is to tell or create stories which use the new words.
Example assistant - exchange - voucher - returns policy - Head Office
I took back a shirt on Saturday. I told the assistant that it didn't fit. He said I could exchange it for another shirt or take a voucher to the same value; that was the company's returns policy. When I said I would write to the Head Office, he just gave me the address!
Make up your own story which links these words together. You may use them in any order.
customer - shop - return - refund - disgruntled - complain - Head Office - letter - customer satisfaction
reading
1. Read the article below about call centres. In most of the lines there is an extra word. It is either grammatically incorrect or does not fit with the meaning of the text. If a line is correct, write CORRECT. If there is an extra word in the line, write it in CAPITAL LETTERS.
Call centres in crisis
2. Read the article about customer service over the phone. Choose the best word to fill each gap from A, B, C or D below. For each question 1-1 5, mark one letter (A, B, C or D).
First impressions are (0) B over the phone. Prospective customers are considering (1) , or not to do business with you. Irate customers are (2) how helpful and competent you are. For best results, incorporate two easy elements: pleasantness and sincerity.
Pleasantness: A pleasant greeting is (3) to a successful call because it sets the stage emotionally. In general, listeners tend to (4) or 'catch' the emotional states of speakers. In other words, people (5) to what they hear. If we answer the phone gruffly, chances are the caller will become gruff. If we answer the phone pleasantly, chances are the caller will be pleasant, and we all know which caller is easier to work with.
One of the easiest ways to (6) an emotional state quickly is to concentrate carefully on your (7), language. I recommend that professionals establish a (8) before answering the phone. In order to sound pleasant, we need to be carrying ourselves accordingly. My routine is to sit up on the (9) of my seat, pull my shoulders back, take a deep (10) , smile, let the phone ring twice, then answer. I never answer my phone unless I've gone through this process. My business is too (11) Sometimes I’ll even stand before I answer the phone if I need an extra jolt of (12)
Sincerity: I am against scripting greetings because they sound insincere and (13) to irritate callers, and discourage employees. Scripted greetings usually include some kind of (14) 'Hello. It's a beautiful day here at the XYZ Company' Now I don't care where you work. It can't be that good all day. You want the greeting to be (15) , which also makes it easier to sound pleasant consistently.
0 A useful
1 A how
2 A deciding
3 A needed
4 A act
5 A respond
6 A evolve
7 A foreign
8 A style
9 A point
10 A puff
11 A worthwhile
12 A energy
13 A mean
14 A saying
15 A open
B critical
B why
B thinking
B essential
B mime
B talk
B have
B body
B ritual
B corner
B sigh
B important
B life
B tend
B motto
B natural
C effective
C whether
C concluding
C urgent
C pretend
C speak
C attain
C new
C behaviour
C kerb
C breath
C interesting
C fear
C try
C slogan
C straight
D interesting
D if
D agreeing
D necessary
D mirror
D answer
D be
D child
D rule
D edge
D pull
D enjoyable
D electricity
D aim
D quote
D clear
listening
You will hear three telephone conversations or messages. Write one or two words or a number in the numbered spaces on the notes or forms below.
Conversation 1 (Questions 1-4)
Look at the notes below. You will hear a message about travel arrangements.
Answer phone message 5-STAR TRAVEL
Date
Caller
Message
Booking ref
Action
14 June Time: 18.45
Sally (1)
Tickets not arrived. Flight departure on (2)
(3)
Call back. To arrange pick-up
Tel: 09467 (4)
Conversation 2 (Questions 5-8)
Look at the form below. You will hear a man calling about a delay.
ACT PARKING LOG
Customer
Josh Stanton Car Type
Laguna Flight No.
(5)
Arr Time
(6) Car Registration
(7) Pick-up point
(8)
Conversation 3 (Questions 9-12)
Look at the form below. You will hear a woman complaining about a lost suitcase.
AIRCARE BAGGAGE HANDLING REPORT FORM
Passenger Name: (9) Donovan
Arrival Date: (10)
Flight No: GB987
Luggage Tag No: GB987 (11) Action: Deliver to Mercury Hotel
(note: check with Mermaid)
Call back Jenny on
0278 (12)
writing
You work in the Customer Service department of a Travel Agent's. You have collated the customer satisfaction response forms for June and made some notes. You have also drafted the monthly report below for your Head Office. Read the information carefully. Then read the report and correct any mistakes in the grammar or content. There are eight mistakes.
Collated results of customer satisfaction response forms
Main areas of complaint No. of complaints
Delays
Hotel standard
Lost luggage
Others 35
22
26
15
- delays caused by air traffic control.
If not, level around 20
- hotel standard: Hotel Mercury 18
complaints - problems with drains
Preview document
Conținut arhivă zip
- Engleza Economica
- C1_Customer+service.DOC
- C2+-+Work+and+Motivation.DOC
- C3+-+Promotional+Tools.DOC
- C4+-+Advertising.doc
- C5+-+Sales.doc
- C6+-+Recruitment+and+Training.doc
- C7-+Business+Ethics.doc
- C8+-+New+Directions.doc
- C9+-+Company+Results.DOC