Как вы думаете, что должен делать персонал по обслуживанию клиентов (customer service staff) в следующих ситуациях? Сопоставьте ситуации 1-5 с действиями персонала a-e.
1. A customer is angry a. Suggest a solution.
about a mistake.
2. An angry customer b. Say what you can do.
describes the problem.
3. A customer complaints c. Stay calm.
but doesn’t demand
an action.
4. A customer demands d. Accept that you probably
action but the company won’t find a solution.
can’t do what
the customer wants.
5. The customer is a very e. Listen carefully and
difficult person. repeat to check
Прочитайте абзац из обучающего семинара для персонала по обслуживанию клиентов и проверьте правильность своих ответов из упражнения 2.5.
Customer service trainer
It is very important to be polite and helpful at all times, and to see things from the customer’s point of view.
If a customer is very angry about a mistake, stay calm. Don’t get angry yourself. You may think: “I didn’t make the mistake. This isn’t my responsibility.” Dealing with customers’ complaints often means solving problems that aren’t your fault. The answer is to solve the problem professionally as part of the job.
When the customer explains the problem, listen carefully and repeat to check that you have understood. Often the customer just wants to express his feelings. If he doesn’t demand any action, you’ll have to suggest a solution.
Sometimes you can’t do exactly what the customer would like you to do. In this situation, you have to say what you can do. It is essential to use the right language. You will give the customer more confidence if you say: “I will”; not “I might” or “I can’t”. Don’t say: “I don’t think we can do that”, say: “I will find out for you.”
Of course there are times when you just can’t win. For example, if it’s a very difficult person who will not cooperate, then you probably won’t find a solution. But you’ll know that you have done your best. You have to try to provide your customer with what he or she wants.
Ex. 2.7. Ответьте на вопросы к тексту:
1. What do employees often think when a customer shouts at them?
2. What do you think it means “to solve the problem professionally’?
3. Which word makes the customer feel confident that the employee is going to do something? Which words should the staff not use?
III РЕАЛЬНОЕ УСЛОВИЕ (conditional 1)
Ex. 3.1. Изучите примеры. Заполните правила словами: настоящий (present) или будущий (future).
- If the customer doesn’t demandaction, you’ll have tosuggest a solution.
- If it’sa difficult person, you probably won’tfind a solution.
- If we makea mistake, we’llcorrect it.
- If we ask the customers for feedback, we can find outwhat they want.
- Most people will besatisfied if you apologise.
- If you can’t replacethe product, will you giveme a refund?
1. В условном придаточном предложении глагол после союза if стоит в ________ времени.
2. Глагол в главном предложении относится к ________ времени и образуется с помощью вспомогательного глагола will.
3. Мы используем реальное условное предложение , чтобы показать ________ результат возможного действия или события.
Примечание: Если результат не определен, мы используем модальные глаголы: can или could вместо will, что означает «Это возможно…».
Ex. 3.2. Прочитайте условия платежа. Напишите предложения, соединяя возможные действия с событиями, имеющими результат в будущем. Используйте реальное условие (Conditional 1)
Possible action or event - Future result
You pay within 10 days - you receive a discount
If you pay within 10 days, you will receive a discount.
Possible action or event Future result
1. You pay by credit card - we add a charge of 2 per
cent to your bill
2. We don’t receive payment - we charge interest at 2.5
by the due date per cent a month
3. You request delivery within - there is an additional charge
24 hours of ?20
4. You decide not to keep the - we refund your money in
product full
Ex. 3.3. Заполните предложения из брошюр компании глаголами в Present Simple или Future Simple.
Lowest prices guaranteed!
If you (1find) ________ the same product at a lower price in another store, we (2refund) _________ the difference.
Customer service guarantee
If you (3be)___________ dissatisfied in any way with the quality of our service, we (4send) ____________ you a ?15 voucher.
Special offer!
We (5deduct)_________ 10 per cent from the price if you (6order) __________ before October 31st.
Cancellation charges
If you (7cancel) ___________ less than four weeks before the date of departure, the total cost of travel (8be) ___________ payable.
Product information
If you (9require) )___________ further information about any of the products featured in this brochure, please call 040 900 900 and our sales staff (10be) ________ pleased to help you.
Ex. 3.4. Составьте предложения по образцу:
1. a motorway may be very busy – we/miss the flight
If the motorway is very busy we’ll miss the flight.
b traffic may be OK – we/get to the airport on time
……………………………………………………………………
2. a weather may be good – they/have the party in the garden
……………………………………………………………………
b it may rain – they/hold the reception in the marquee
……………………………………………………………………
3. a the play may do well – it/open on Broadway
……………………………………………………………………
b the play may do badly – it/close after a week
……………………………………………………………………
Ex. 3.5. Объясните значение этих предложенийпо образцу.
1 For further information call us on 0800 726354.
If you ring 0800 726354, we’ll give you some more information.
2 We’ve got these products on a ‘sale or return’ basis.
……………………………………………………………………
3 Subscribe to Business Age before 30 September and save up to 33%.
……………………………………………………………………
4 The Ford Ka comes with a money-bank guarantee.
……………………………………………………………………