Sách Market Leader Upper Intermediate – Unit 10: Customer Service – Tiếng anh thương mại – Học Hay (Phần 2)

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Market Leader Upper Intermediate – Unit 10: Customer Service - Skills

 

A. Listen to three conversations in which people are talking about customer service and make notes under these headings.

a) The product or service involved

b) Reasons why the customer thought the service was good or bad

 

Đáp án:

	a) the product or service involved	b) reasons why the service was good or bad
1	Bottle of wine	Bad: customer thought the wine was too sweet, but nothing was done about the complaint
2	Airline	Good: staff was friendly and helpful, brought games for children, plan was on time, some free food
3	Printer	Bad: broken printer wasn't replaced, despite several promises to do

 

B. Listen again. Tick the words and phrases in the Useful language box below that you hear. Then add other words and phrases of your own.

USEFUL LANGUAGE

SHOWING INTEREST

How can I help?

Really?

That’s interesting.

Right/OK/Mmm/Yes/No

Mmm, let's hear the full story ...

OK, go on ...

SHOWING EMPATHY

I know what you mean.

How awful!

I'm not surprised you're upset.

I really understand how you feel.

ASKING FOR DETAILS

So what happened?

What did you do next?

How did you deal with it?

What did you like especially about ...?

What else impressed you?

CLARIFYING

Yes, that's right.

Are you saying ...?

What (exactly) do you mean by ...?

Could you be more specific, please?

Have I got this right?

SUMMARISING

(So) you think ...

(So) you're saying ...

(So) what you're really concerned/unhappy about is ...

REPETITION / QUESTION TAGS

A: We've reduced customer complaints by 30%.

B: 30%? I Have you?

A: Our department gets at least 20 complaints a week.

B: Wow! Twenty complaints a week?

A: We believe the customer's always right.

B: Always right? Do you really believe that?

 

Đáp án:

SHOWING INTEREST

Really? How can I help?

Right

OK

SHOWING EMPATHY

How awful!

ASKING FOR DETAILS

What did you do?

What else impressed you?

What happened?

CLARIFYING

What exactly do you mean by...?

SUMMARISING

(So) you're saying... (1)

REPETITION / QUESTION TAGS 

30 per cent off if you bought two bottles, wasn't it?

 

A. Read the article on the opposite page quickly and say if the writer agrees with these statements. Ignore the words in bold for the moment.

1. Customer service is very important.

2. Good customer service means always being able to speak to a person.

 

Đáp án:

1. Yes

2. No

 

B. Read the article again and answer these questions.

1. How has customer service changed?

2. What did some customers not like at first?

3. What can companies do with customer data?

4. Why do a lot of customers have bad experiences?

 

Đáp án:

1. It is less personal and is dealt with by customer service experts and technology.

2. They didn't like speaking to customer service representatives based in other parts of the world or mechanical systems.

3. They can collate and analyse it to build profiles of customers.

4. Because companies rely on canned, scripted responses, poorly trained agents and clunky systems.

 

C. Find idioms in the first and last paragraphs that mean the following.

1. to say that you support or agree with something without doing anything to prove it

2. while physically close to someone

3. information you get by someone telling you

 

Đáp án:

1. pay lip service

2. face to face

3. word of mouth

 

E. Complete these sentences using the idioms in Exercise D.

1. I'd rather explain ............, not on the phone.

2. ............ is one of the best ways of getting business.

3. Some companies don't really care about career development, they just ............ to it.

 

Đáp án:

1. face to face

2. word of mouth

3. pay lip service

 

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