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BR PRE UNIT 6

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Go English Live

on 21 April 2017

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Transcript of BR PRE UNIT 6

CUSTOMER COMMENTS
"You have to wait so long to speak to someone".
"They put you on hold".
BR PRE UNIT 6
Six rules for good customer service
Answer your phone
Keep your promises
Listen to your customers.
Give complaints your full attention
Take the extra step
Give customers something extra
Study vocabulary
b) Repeat customers
c) Surveys.
a) Meet the needs of customers.
Is this the only way?
LET"S GOOGLE IT!
d) Deal with
e) Complaints
f) Encourage
g) Customer Loyalty
Please remember verb collocations
Good customer service
Can you write down 2 stories where you had good and a bad customer experience.
Good or bad
MORTON’S STEAKHOUSE
Author and business consultant Peter Shankman was getting ready to board a flight that was the last leg of a long day of traveling. It just happened to occur over dinnertime, and he knew he would be starving when he deplaned and headed home. “Hey, @Mortons – can you meet me at newark airport with a porterhouse when I land in two hours? K, thanks. :)” Imagine his surprise when he got off the plane to find a tuxedoed gentleman holding a bag that contained a 24 oz. Morton’s porterhouse, shrimp, potatoes, bread, napkins and silverware.
Please talk about them
Meet
the needs of your customers
deadlines
Keep
to delivery dates
to the schedule
It´s important to understand what a collocation is.
a word or phrase that is often used with another word or phrase, in a way that sounds correct to people who have spoken the language all their lives, but might not be expected from the meaning:
Customer's are
dissatisfied
helpful
loyal
reliable
unreliable
satisfied
The sales rep is
attentive
Let´s talk about a real situation.
What did you buy ?
Why did you buy it there?
Does the company have a customer loyalty program?
Were you satisfied?
How did you feel about your experience?
Do you see yourself buying from the again?
Dialogue
Questions
Responding
Follow up questions
Comparing
First we have to compare with adjectives
difficult
responsive
expensive
better
They were more
Comparative exceptions
good- better-best
bad-worse-worst
far-farther-farthest
far-further-furthest
the
the
the
the
Remember
superlative
comparative
a little grammar
just a little
There is a lower number of women in the company.
Comparative-comparing two topic
It was easier to work with the first company.
add
er
change the
y
to an
i
and add
er
This is more expensive than the other company.
when the adj has more than 2 or more syllables, the adjective is proceeded by
more
Superlative
comparing one item with all the rest
Using emails is the most popular for of communication.
The price at this store is the highest we have ever seen.
Buying at this location is the coziest place to buy.
1 to all
1 to 1
add
est
change the
y
to an
i
and add
est
when the adj has more than 2 or more syllables, the adjective is proceeded by
the most
than their competitors
He was less
than his counterpart.
That's the most
laptop I've ever seen.
This desk is
than the one we had seen.
reliable
Our car is more
than the rental.
Complaints
make a complaint
I am calling because....
Responding to complaints
oh ,I see
I am sorry to hear that
Asking for an opinion
What do you think...
How do you feel about that
Do you agree
Giving an opinion
I think we should
I don't think we should
Personally, I feel we should
Agreeing
I agree with you
I think you are right
Disagreeing
I don't agree at all
I disagree
Remember these presentations are to be seen before class as a presentation and you on your own so that you can see the video preview, made for each student to get the gist of the class you are about to see with your teacher.
Blended learning methodology
friendly
proactive
Think of something that you bought recently.
Full transcript