Unit 4 competencia 2

BEFORE START

Look at the pictures and identify each situation.

SAY IT AGAIN!

2. Listen the conversation between a caller and operator, then discuss about that situation.

Ringing…

Operator: May I help you?

Caller: Hello?

Operator: Hello

Caller: I can ask you for my telephone service

Operator: You have the phone number already?

Caller: Yes, My phone number is 456792334

Operator: Directory assistance will be able to help you. Wait a moment.

Caller: I´m so…. But… who is this? Hey!

Ringing…

Female operator: Hello, May I help you?

Caller: Hello, I'm calling because I want to make a claim for my telephone service, my phone does not receive calls or text messages, and does not have on internet....

Female Operator: Excuse me Sir, What is your name?

Caller: My name is Thomas Klein

Female Operator: Mr Thomas, It is important to pay your telephone service, when you pay can re-call.

Caller: But I…

Female Operator: You remember that you spoke to Jane, was a pleasure to serve…

Caller: I already pay…

PI PI PI PI

3. Complete the chart using bad or good customs for customer service according to the listening.

WRITE IT UP

Good customs Bad customs

LET´S START

1. Given the above situation, write different solutions to the complaint presented to Mr. Thomas.

Go to other instances

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2. Identify other situations where you have had to live experiences like Mr. Thomas.

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TOCK, TALK!

3. Work in groups of three and try to find other solution to this situation!

To Consider…

There are certain customer service skills that every employee must master if they are forward-facing with customers.

KEEP UP READING!

4. Read the following article and identify new vocabulary.

“Thank you for calling our customer service department. Press 1 for anger

management advice. Press 2 for stress reduction techniques. Press 3

for tips on learning to live with disappointment”

GOOD CUSTOMER SERVICE

Good customer service is the lifeblood of any business. You can offer promotions and

slash prices to bring in as many new customers as you want, but unless you can get

some of those customers to come back, your business won't be profitable for long.

Good customer service is all about bringing customers back. And about sending them

away happy - happy enough to pass positive feedback about your business along to

others, who may then try the product or service you offer for themselves and in their

turn become repeat customers.

If you're a good sales person, you can sell anything to anyone once. But it will be your

approach to customer service that determines whether or not you’ll ever be able to

sell that person anything else. The essence of good customer service is forming a

relationship with customers – a relationship that that individual customer feels that he

would like to pursue.

5. According to the text, write True or False. T F

a. Customer service is the provision of service to customers before, during and after a purchase.

b. A customer service experience can change the entire perception a customer has of the organization.

c. Customer service isn´t a series of activities designed to enhance the level of customer satisfaction.

d. The essence of good customer service isn´t forming a relationship with customers

6. Read the dialogue, Identify customer services expresions and then complete it.

The phone rings…

Receptionist: Greenwich hotel, my name is China. May I help you?

Secretary: Good morning, my name is Jane Mills and I need a room. Is it

necessary to make a reservation?

Receptionist: Yes, It´s necessary.

Secretary: Do you have any rooms available?

Receptionist: Yes, in this moment we have a penthouse

Secretary: But, What's the daily rate?

Receptionist: The daily rate is ….

Secretary: Is there air conditioning in the room?

Receptionist: Yes, of course

Secretary: I would like a single room

Receptionist: Ok, a single room…

Secretary: But, Is breakfast included in the price?

Receptionist: No, you must include our special room service.

Secretary: Could I see the room?

Receptionist: Yes, after you!

Secretary: OK, I'll take it, but I have one more question, Can I pay with

credit card?

…

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

7. Read the dialogue

Jane, the secretary arrives at the airport and meets with Mr. Sanchez, a foreigner who wants to make an investment in other Company.

TRAIN YOUR BRAIN

Modal verbs: We use mustn´t to express prohibition. You mustn´t touch these wires. (It´s forbidden), also we use must to express a strong advice or necessity. You must brush your teeth after meals.

Affirmative form Negative Form ContractionPresent tense Can Cannot Can´t

Past tense Could Could not Couldn´t

We use can or could to express possibility. They can electrocute themselves. (It´s possible). “Could” is a formal expression.

Jane: Excuse me… Are you Mr. Mr. Sánchez?

Mr. Sánchez: Yes, I am.

Jane: Good morning Mr. Mr. Sánchez. I am Jane Mills. I am Mr. Clinton secretary. Pleased to meet you.

Mr. Sánchez: My pleasure.

Jane: Welcome to United States. How was your trip?

Mr. Sánchez: It´s was great, but I am tired.

Jane: Ok… Let´s take a taxi.

15 minutes later…

They arrive to the hotel and here Mr. Clinton is waiting for them.

Jane: Mr. Clinton, I´d like you to meet Mr. Sánchez from Colombia.

Mr. Clinton: How do you do?

Mr. Sánchez: How do you do?

Mr. Clinton: Welcome to United States Mr. Sánchez.

TO CONSIDER

8. Answer the following questions according to the dialogue and your life experiences.

a. Why is it important to invest in other companies?

______________________________________________________________________________________________________________________________________________________________________________________________________

b. What is the success of a company?

______________________________________________________________________________________________________________________________________________________________________________________________________

c. Why is it important to provide good customer service?

______________________________________________________________________________________________________________________________________________________________________________________________________

9. Complete the dialogue using customer services expressions

Mr. Sánchez arrives to the Hotel…

Mr. Sánchez: My room key please. Could you wake me up at 7 a.m.?

Receptionist: Yes, Sir

Mr. Sánchez: Where can I leave my valuables?

Receptionist: In our safe-cracking

Mr. Sánchez: Ah ok! What time do I have to check out?

Receptionist: Right now!

Mr. Sánchez: Ok, thank you!

When Mr. Sánchez arrives to the room…

Mr. Sánchez: Could someone bring some extra towels up to my room?

Housekeeper: Yes Sir, I will help you

ABCs

Match the sentences and create a situation using the vocabulary

a. Pleased to meet you 1. Yes, I am.b. Hi! How are you? 2. I live in Oxford St.c. Are you Mr._______? 3. My pleasure.d. Where do you live? 4. How do you do?e. How do you do? 5. Fine thanks. And you?

Mr. Sánchez: Is there a laundry or dry-cleaning service?

Housekeeper: Yes, Sir.

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

WRITE UP!

10. Dealing with money…

a. Look at the people in the pictures. Where are they and what is the relationship between them?

b. Look at the sentences in the first column of the table below. Which pictures does each one relate to? Who do the say it to?

Sentence Picture Who said it? Who did they say it to?Is there a reduction for students?

3 Customer Ticket seller

How would you like to pay, sir?How much do you want for these?

41 2

3

How much will it cost roughly?You can have them both for $60 how´s that?It´s free for children under twelve.How much do I owe you?I´d like to pay by credit card, please.It´s okay, you can keep the change.I´ll give you $18 for both of them.If you´d just like to sign there, please.

TOCK, TALK!

Work in pairs. Choose one of the situations below and decide who you are going to be. Spend a few minutes planning what you are going to say. Then act out a short dialogue.

SAY IT AGAIN!

Listen the conversation and complete it.

James: Jane?

Jane: Hi, I have a ____________

James: You always have meetings. ____________________

Jane: Oh, Thank you.

James: ___________?

Jane: Ah no, _________________________. I really take a break.

Customer and shop assistant (Picture 1)Taxi driver and passenger (Picture 2)

Marketstall holder and customer (Picture 4)Ticket seller and visitor (Picture 3)

James: My boss, Juana has meetings. Sometimes, like __________ meetings ____________. I´m ___________________________ . I do boring jobs.

James: Same jobs every day. __________________________, Tuesday is Wednesday, it´s all the same to me. Same ________________________. I __________ like my job.

TOCK, TALK!

In the following situations what you can provide good or bad customer service?

Utilities. Call center. Supermarket customer services. A medical appointment.

Do you know other situations? Tell us about problematic situations where you have not found a solution and customer service quality.

ABC´S

Useful vocabulary in a call center situation

Who's calling please?

I'd like to speak to...

I'm sorry, the line's busy.

Would you like to leave a message?

Could you spell your name please?

I'll put you through to his office or I'll connect your call.

Read and try to solve this situation using ABCs.

TO CONSIDER

If you had your company, how would the customer service that you provide?

If one of your employees has bad customer service, what would you do?

TRAIN YOUR BRAIN

Although we look at be able to here, it is not a modal verb. It is simply the verb be plus an adjective (able) followed by the infinitive. We look at be able to here because we sometimes use it instead of can and could.

We use be able to talk about ability, also Be able to is possible in all tenses, for example:

I was able to swim... I have been able to drive... She isn´t to able to ride a horse.

I´m sorry you were transferred 12 times before reaching us. The person who can handle your

emergency works in this department. She will be right with you…as soon as she is back from

vacation.

Hello, I need to talk with Sarah Anderson; I need a

medical appointment urgently.

ABCs

Hi, how've you been?

Nice to hear from you

I'm just calling to...So what can I do for you?

I would like to say something here, if I may

May I interrupt you for a second?

Well John, it's been a pleasure talking to you.

TO CONSIDER

If I had had my own company, I would have offered an excellent customer services…

Which advantages can you develop in your company with a good customer services?

TRAIN YOUR BRAIN

THIRD CONDITIONAL

With the third conditional we talk about the past. We talk about a condition in the past that didnot happen. That is why there is no possibility for this condition. The third conditional is also like a dream, but with no possibility of the dream coming true.

CONDITION RESULTPAST PERFECT WOULD HAVE AND PAST PARTICIPLE

If Tara had been free yesterday I would have invited her.

If I'd passed my driving test, I would have bought a car.

If I had won the lottery, I would have bought a house

What would you have done if you had won the lottery?

Complete the sentences with the third conditional.

1. If I............................................ (know) the answer to the last question,

I..................(pass) the exam.

2. If you............................. (apply) for that job, you.............(get) it.

3. If I...................................... (hear) the weather forcast, I..................(take) my

umbrella with me.

4. If Peter.................................. (take) a map with him, he.........................(get lost).

5. If you.......................... (leave) earlier, you...................(arrive) on time.

6. We................... (get) there quicker, if we................................... (go) by train.

7. If I.............................. know) that you were going to cook dinner, I.............(buy) a

bottle of wine.

8. If the train............................ (be delayed), we.......................(can) go to the

cinema.

9. I......................... (go) to the beach yesterday, if it............................ (be) sunny.

10. If it............................. (be) warmer, I..................... (wear) my jacket.

CONSOLIDATION ACTIVITY

CREATE A COMPANY

1. In this last activity you have to create your own company website

Make groups of 3 people and design the website. All the info of the Company must be in English

You must include all grammar topics & vocabulary of second competence. (Passive and active voice).

2. The Company website has to include the following info and links:

Name of the company Logo and slogan Objectives Mission Vision Products Services Publicity

Contact FAQ

3. Be creative, use pictures and all the resources you consider.

Post the Website link on your Blog.