Embedded Files
customer service
customer service
Task 1
Task 1
Customer Service
Customer Service
Watch the video on the left and then do the quiz on the right.
task 2
task 2
Sample Situation
Sample Situation
Read the conversation and do the quiz at the bottom of the page.
task 3
task 3
More practice:
More practice:
task 4
task 4
Work in groups. What's the best way to deal with the following situations?
Take 20 minutes to decide. Role play the situation in your groups. Be aware of the tone of voice that you need to use.
Then, present to the rest of the class.
Customers have to explain the service agent the problem that have been experiencing. This means that you have to tell a story!
Telling a story means narrating something. So, you all will need to use the information practiced so far in this unit :)
To begin the phone conversation...
To begin the phone conversation...
-Hello, Anna Smith speaking. How can I help you?
-Hi, Anna, it's Andrea Brown. I'm calling about...
To end the phone conversation...
To end the phone conversation...
-Thanks. I'll keep an eye out for it. Talk to you soon.
- You too. Goodbye.
Case 1
Case 1
The irate customer
You just bought a new cell phone. you paid $1000 for it last week. This morning it stopped working.
Customer service agent
Use the L.A.S.T method and find a solution.
Case 2
Case 2
The lonely customer
You don't really have a complaint. You just want human contact. You seem confused and start talking about the last laptop you bought.
Customer service agent
Your suppervisor told you that callers should be off the line within 5 minutes. You want to be polite and don't want to alienate a potential future customer.
Case 3
Case 3
The drunken customer
You are drunk and angry. You want to complain about the "useless" service you received from a previous agent. You want to talk to the supervisor.
Customer service agent
The supervisor is not at the office at the moment.
Use the L.A.S.T method and find a solution.
Case 4
Case 4
The customer who doesn't know the product
You recently bought a last generation cell phone. You don't know where pictures go. You don't know what "the cloud means."
Customer service agent
The caller has to be off the line in five minutes.
Use the L.A.S.T method and find a solution.
Task 5
Task 5
Before you present...
How important is intonation when speaking?
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