or are they?

‘The customer is always right’

What is customer service like in your country?

What do you like to buy there?

How often do you go there?

What is your favourite shop and why?

Designer store

Coffee shop

Corner shop / local store

Delicatessen

Why not?

Why?

Do you shop in department stores?

Countable UncountableOR

Countable nouns Uncountable nouns

company customer money news information accommodation

progress research equipment phone call helpline overtime employeeWell done!

1. Human Resources wants us to reduce our head count : how _______ ____________ are there currently in this department?

2. We’ve spent __________ of __________on office equipment this year.

3. I’m worried about the long hours you have been working. How ________ _____________ did you do last month?

4. The director wants an update on the repair work to the building. How _________ ___________ have the builders made?

5. The company is doing _________ of market __________. We want to know what that customer really thinks of the new product line.

company customer money news information accommodation

progress research equipment phone call helpline overtime employee

manyemployees

a lot money

much overtime

much progress

a lot research

Receptionist: Niven and Sellars. How (1) ___________ I (2) _________ you?

Carlos: Good morning. (3) ________you _________________ to Marco Grella, please?

R: One moment. (5) ________ I (6) _________ who’s calling?

C: My name’s Carlos Torres.

R: Putting you through now, Mr Torres. Oh, Mr Grella’s line’s busy. (7) ________________(8) _________________ in ten minutes?

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.

help put me through ask calling back give

can help

Can

Can put me through

Can

Would you mindcalling back

give

ask

Student A (SB p.23 Roleplay)

Would you mind checkingthese accounts for me please?

Would you like me to go to the bank for you?

Would youmind fetching my passport for me?

Would youmind helping me make a conference call to China?

Student B (SB p.23 Roleplay)

Would you like me to check what time our flight leaves?

Would youmind helping me write some emails in English?

Can you give me last month’s sales figures please?

Would you mind helping me with my case?

Student A Student B

Greet the customer Explain the problem

Ask for more information. Give more information

Apologize for the problem and explain why it happened.

Ask what the company will do about the problem.

Make an offer to keep the customer happy (refund / discount / exchange)

Accept the offer and thank the person for their help

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

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?

How could you offer to help?