Unit 10 Customer Service Market Leader Upper-Intermediate

Organize these options into the right categories

Groups:

(a) on the phone

,

(b) face to face

,

(c) repairs and refunds

• No replacement

  equipment while repairs

  are carried out

• Receiving automated

  responses instead of

  speaking to a person

• Too few staff at

  peak times with long lines

• Poor-quality repairs

• Being put on hold

• Stressed or indifferent

  Staff that look stressed or disinterested

• Finding the customer

  service number is

  continuously engaged

• Being transferred to

  multiple departments

  before getting help

• Choosing a series of

  options during your call

• Disputes over credit

  notes, 'proof of purchase',

  etc.

• Being cut off

Match the following

• you know their buying habits

• Companies which do not meet their

  standard of service

• a minimum expectation these days

• When you handle complaints , it is

  important

• to be diplomatic

• You can establish a rapport

  with a customer if

• will lose customers

• A money-back guarantee if not

  completely satisfied is often

Match the following

• meeting the needs of your customers

• Financial compensation for poor customer

  service is not the

• of high-quality customer service

• Giving refunds promptly and without

  fuss to dissatisfied customers is one

  indicator

• to retain customer loyalty.

• When a company is at fault, a one-off

  goodwill payment is a useful way

• only way to meet customer

  expectations.

• Good customer service is about

When you handle ............ , it is

important to be diplomatic.

• guarantees

• complaints

• compensation

• company policy

You can establish a ............

with a customer if you know about their buying habits.

• policy

• link

• refund

• rapport

A money-back ............ if not completely satisfied is often a minimum expectation these days.

• compensation

• guarantee

• refund

• dispute

Companies which do not meet their . . . . . . . . . . . . of service will lose customers.

• standards

• norms

• quality

• quantity

Giving ............ promptly and without fuss to dissatisfied customers is one indicator

• compensation

• complaints

• refunds

• replacements

When a company is at fault, a one-off goodwill ............ is a useful way to retain customer loyalty.

• payment

• promo

• call

• debit

Financial ............ for poor customer service is not the only way to meet customer

expectations.

• compensation

• returns

• apologies

• money