Unit 2:Unit 2:

CUSTOMER SUPPORTCUSTOMER SUPPORTVocabulary Vocabulary

CUSTOMER SERVICE & CUSTOMER SERVICE & TELEPHONINGTELEPHONING

Content Content o Listening Comprehension 1

o Useful Expressions

o Listening Comprehension 2

o Discussion

Listening Comprehension 1Listening Comprehension 1o Which of the following adjectives are

mostly used to describe customers (C), helpline operators (H) or both (B).

(p.20)

o Put those adjectives into two groups: POSITIVE and NEGATIVE

Listening Comprehension 1Listening Comprehension 1o Listen to the 10 extract from helpline

conversations and choose appropriate adjectives to describe the speakers.

Useful ExpressionsUseful Expressionso Look at exercise 4, p.20 and do the

exercise.

o In groups of four discuss a problem with your PC that you’ve had. Then report to the whole class.

o Work in your groups to complete Exercise 5,6,7 and 8 – p,20-21

Listening Comprehension 2Listening Comprehension 2o Listen to an interview for a customer

satisfaction survey. Then answer the questions below.

1.What complaints does the woman have about customer service today?

2.How do you think the interview feels?

3.What might the interviewer have to do to improve this interview?

Listening Comprehension 2Listening Comprehension 2o Listen to the interview again and pick

out the words or expressions used.

annoyed call you back it doesn’t work escalate hold on competent get your problems sorted out knowledgeable pleasant provide a solution

Vocabulary Vocabulary oAbusiveoIrritatedoWrite-offoEscalateoDiagnose oEarthed

oRetaining clipoMinoroResolveoCondescendoBrainless oUpgrade

Vocabulary Vocabulary oAbusiveAbusive (adj) (of speech or a

person) rude and offensive; criticizing rudely and unfairly

e.g.:

~ language / remarks

He became ~ when he was drunk.

AbuseAbuse (v/n)

Vocabulary Vocabulary o IrritatedIrritated (adj) annoyed; angry; upset;

frustrated; resentful

e.g.:

She was getting more and more ~ at his comments.

IrritateIrritate (v)

IrritatingIrritating (adj)

IrritationIrritation (n)

Vocabulary Vocabulary oWrite-offWrite-off (n)

e.g.: She wasn't hurt, but the car's a complete ~.

Write sth off Write sth off (v) to damage a vehicle so badly that it cannot be repaired

e.g.: His car was completely written off in the accident.

Vocabulary Vocabulary oEscalateEscalate (v) to make or become greater

or more serious

e.g.: His financial problems ~ed after he became unemployed.

The ~ing rate of inflation will almost certainly bring ~ing prices.

EscalationEscalation (n)

e.g.: It's difficult to explain the recent ~ in/of violent crime.

Vocabulary Vocabulary oDiagnoseDiagnose (v) to recognize and name

the exact character of a disease or a problem, by making an examination

e.g.: His condition was ~ed as some sort of blood disorder.

She was ~ed with/as having diabetes.

DiagnosisDiagnosis (n)

DiagnoticDiagnotic (adj)

Vocabulary Vocabulary oEarthedEarthed (adj)

EarthEarth (n) a wire that connects an electric CIRCUIT with the ground and makes it safe

EarthEarth (v)

e.g.:

You could get a nasty shock from that water heater if it isn't ~ed properly.

Vocabulary Vocabulary oRetaining clipRetaining clip (n) a small metal or

plastic object used for holding things together or in place

RetainRetain (v) to keep or continue to have something

e.g.: She has lost her battle to ~ control of the company.

RetentionRetention (n)

Vocabulary Vocabulary oMinorMinor (adj) unimportant

OPP: majormajore.g.:

She suffered only ~ injuries.It requires a few ~ adjustments.

Vocabulary Vocabulary oResolveResolve (v) to solve or end a

problem or difficulty

e.g.: Have you ~ed the problem of transport yet?

The couple ~ed their differences and made an effort to get along.

ResolutionResolution (n)

e.g.: a successful ~ to the crisis

Vocabulary Vocabulary oCondescend to sb Condescend to sb (v) to treat

someone as if you are better or more important than them

e.g.:

He explains things without ~ing to his audience.

CondescendingCondescending (adj)

CondescensionCondescension (n)

Vocabulary Vocabulary oBrainlessBrainless (adj) stupid

e.g.: What sort of ~ idiot would do that?

oUpgradeUpgrade (v/n) [of machine or computers] to improve the quality or usefulness of sth

e.g.: It's quite simple to ~ the indexing software.

OPP: downgrade downgrade

Vocabulary Vocabulary oAbusiveoIrritatedoWrite-offoEscalateoDiagnose oEarthed

oRetaining clipoMinoroResolveoCondescendoBrainless oUpgrade

Discussion Discussion o In groups of four, brainstorm ten

“golden rules” of customer service.

o Present it to another group.

o The more reasonable, the winner.