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    Customer Service

    Uploaded by

    JV Toledo
    This document discusses customer service and provides quizzes and exercises to test and improve customer service skills. It addresses what customers look for in good service and provides true/false questions to check customer service skills. The document suggests that speaking abilities, commitment to service, managing complaints, building long-term relationships, and exceeding expectations are important for great customer service. It includes fill-in-the-blank and discussion questions about customer service complaints, delivery methods, social media's role, and company reputations.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Customer Service

    Uploaded by

    JV Toledo
    213 views13 pages
    This document discusses customer service and provides quizzes and exercises to test and improve customer service skills. It addresses what customers look for in good service and provides true/false questions to check customer service skills. The document suggests that speaking abilities, commitment to service, managing complaints, building long-term relationships, and exceeding expectations are important for great customer service. It includes fill-in-the-blank and discussion questions about customer service complaints, delivery methods, social media's role, and company reputations.

    Original Description:

    Power Point presentation about Customer Service

    Copyright

    © © All Rights Reserved

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    This document discusses customer service and provides quizzes and exercises to test and improve customer service skills. It addresses what customers look for in good service and provides true/false questions to check customer service skills. The document suggests that speaking abilities, commitment to service, managing complaints, building long-term relationships, and exceeding expectations are important for great customer service. It includes fill-in-the-blank and discussion questions about customer service complaints, delivery methods, social media's role, and company reputations.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    213 views13 pages

    Customer Service

    Uploaded by

    JV Toledo
    This document discusses customer service and provides quizzes and exercises to test and improve customer service skills. It addresses what customers look for in good service and provides true/false questions to check customer service skills. The document suggests that speaking abilities, commitment to service, managing complaints, building long-term relationships, and exceeding expectations are important for great customer service. It includes fill-in-the-blank and discussion questions about customer service complaints, delivery methods, social media's role, and company reputations.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 13
    At a glance
    Powered by AI
    The text discusses important skills for customer service like communication, problem solving and building relationships.

    Good communication, problem solving abilities and building long-term relationships with customers are important for customer service.

    Customers typically complain about issues like poor service, high prices and website problems according to the text.

    Customer service

    What do customers look for in a


    good service?

    CUSTOMER SERVICE QUIZ


    Have you ever worked as a
    costumer service agent? Would
    you like to?
    Check if you have the skills:
    http://www.donnaearltraining.com/Arti
    cles/CustomerServiceQuiz.html
    Decide if the sentence is True or
    False.
    Take notes on your notebook:

    So What makes a GREAT


    customer service?

    Speaking. Long turn


    Describe what your customers typically
    complain about in your company.
    What is it about?
    Who is responsible for solving that
    complaint?
    How can it be solved?
    What could be done to prevent it?

    Complete each of these sentences


    with a preposition.
    1. Her company has a commitment ___ giving
    good service.
    2. If you are dissatisfied ___ the service, you
    ought to complain.
    3. Few customers complain ___ the price of our
    products.
    4. She tries to build long-term relationships ___
    her clients.
    5. One of his duties is to take care ____ customer
    relationships.
    6. Im responsible _____ updating the company
    website.

    Complete each of these sentences


    with a preposition.
    7. Our employees show tremendous loyalty ___
    the company.
    8. What methods do you have ____ communicating
    ____ your customers?
    9. The best way of keeping your customers is ____
    exceding their expectations.
    10. We have been succesfully competing ____ two
    much larger companies for more than two years.
    11. You should focus ____ the clients who spend
    the most money.
    12. His irresponsible behavior resulted ____ a
    commercial disaster.

    Discussing questions
    Which types of businesses do you think
    have the worst customer service?
    Do you think it is a waste of time to
    make a complaint about service?
    How do you think face-to-face
    customer service is different from overthe-phone customer service?
    Are there certain skills needed for faceto-face customer service that are not
    needed for over-the-phone customer
    service?

    Discussing questions
    Has social networking made businesses more aware
    of the importance of good customer service? How?
    How can companies ensure they provide good
    service?
    Customer service is important for successful
    companies. Can you think of any companies with
    good or bad customer service? What is good or bad
    about their service?
    What reputation for customer service do internet
    service providers and telephone companies have in
    your country?
    If you have a complaint about a company how is it
    usually received in your country?

    Pre-writing
    Have you ever written a complaint
    letter? What for? What was the
    result?

    What is the difference


    among?
    Client
    Customer
    End-user
    Consumer

    Guided role-play:
    Practice this dialogue
    http://esl.about.com/od/businessspea
    kingskills/a/customer_ser.htm

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