Or are they? The customer is always right What is customer service like in your country?

Slides:

Advertisements

Similar presentations

COMPUTERIZED SUPPLEMENT TO ENTERPISE 3

Advertisements

First Key to Good Customer Service

USING THE TELEPHONE.

Helpful Guidelines and Hints

Let`s check homework. Air Well Brand Reasonably Centrally conditioned Equipped New Priced heated.

MILLS HALL 110 EXTENSION 1219 Technology Services.

TOO MUCH : Uncountable nouns TOO MANY : Countable nouns

Telephone Conversation

Successful Telephoning

©Markéta Čeřovská, Lenka Lexová Shopping. Name the shops and other places: SUPERMARKET, NEWSAGENT´S, DRYCLEANER´S, MOBILE SHOP, BAKER´S, CLOTHES SHOP.

What can you see in the pictures? ● People playing ● People greeting ● People dancing.

Unit 8 No One by that Name Receiving Visitors. Class Objectives Topic: A Visit to Jackie Baker Function: a. Expressing Certainty /Uncertainty b. Confirming.

Reading Task. 1.When you are travelling overseas, it’s a good idea to stay at youth hostels, where the accommodation is cheap but comfortable. 2. You.

LA2401 English for the Hotel Business

How to make a phone call.

SOME IMPORTANT PHRASES FOR BASIC ENGLISH USERS

1 English for the Hotel Business Unit 7: Customer Care LA2401.

A Telephone Operator.

PROFESSIONAL OUTSOURCED CUSTOMER SUPPORT On your website at affordable price. EU & America– Save up to 30% on your current customer support based Agents.

© 2011 wheresjenny.com How to book a taxi. © 2011 wheresjenny.com How to book a taxi Vocabulary. Flat Rate: A charge or fee that does not change, but.

Sales Development & Training 7/23/13. Agenda Updates Prospecting Techniques – Networking Time Management & Organization – Organizing Follow Ups Selling.

Teaching Objectives To have a good command of oral English of miscellaneous services To know the procedures of miscellaneous services To know some.

TELEPHONE ENGLISH.

UNIT 2. HAVE (1) I have a car. You have a laptop. He has a driving license. She has a meeting. We have a bank account. They have a problem.

© 2014 wheresjenny.com Role-play 2 Business Role Plays 2.

Rita Grineviciene  Recommend and promote products which you like  USE the products  Earn the extra cash and... ∙ get free products ∙ get a free.

Lesson A Running errandsLesson B Running errands Vocabulary Link Work with a partner. Match the verbs with the nouns and phrases, and write the expressions.

CANKAYA UNIVERSITY OFFICE OF BASIC AND ELECTIVE COURSES -ENGLISH UNIT-

Requests & Offers Exchanging Information. Requests  Can you…?  Would you mind …(Verb+ing)?  Do you think you could…?  Could you…?  I’d like you to…

Welcome to Retail Training Class What we will learn today Handling customers Creating customer delight How to manage complaints How to handle angry.

COUNTABLE and UNCOUNTABLE II

Making New Contact. Leading in Suppose you are a receptionist in a company, what do you do and say when you receive a business visitor at your office.

LESSON 2 TELEPHONE AND APPOINTMENTS 电话和预约. AIMS AND REQUIREMENTS To know how to make local and international calls; To grasp how to make an appointment.

AW. OUR MEETING AGENDA Choir students will leave at 6:15. Parents will stay! This meeting will take minutes and I will stay after to answer.

Telephone English When you answer the phone: Good morning. This is Chengtai Trading Company. May I help you? Good afternoon. This is Dan An Commercial.

Unit 4 What can I do for you.  Unit Goals Unit Goals  Part 1 Practical Listening & Speaking Part 1 Practical Listening & Speaking  Part 2 Business.

《 Professional English for Secretaries 》 Unit 2 Phone Calls Handling Task 3 Making an Appointment 1.

To learn the service theoretical knowledge about how to offer a satisfactory service in a hotel ； To learn how to make a call reservation ； To learn how.

A guide for using the telephone

Unit 5: Going Out of Business. 1- Is Colin’s Coffee Shop open or closed? How do you Know? 2- What does “out of business” mean? 3- Do you know of a store.

LOGO Bell Service. Lesson Plan Introduction Case study Hotel vocabulary Listening Situational conversation Practice Homework.

On the phone In this unit you are going to: take and report telephone messages. make, accept ad refuse invitations. listen for details. read about telephone.

SPEAKING Staying at a hotel.

5. MAKING REQUESTS BUSINESS ENGLISH CONVERSATION & LISTENING Instructor: Hsin-Hsin Cindy Lee, PhD.

Making a phone call. Introducing yourself Asking to speak to somebody Asking who the caller is Telling the caller that someone is not available Taking.

Countable and uncountable nouns Countable NounsUncountable nouns can be counted Two restaurants / many hotels can be singular or plural A hotel / three.

Your Company Name.  Create rapport over the telephone  How to open and close a business call  How to identify both expressed and unexpressed customer.

On the phone Lesson 10. Can I speak to ……….please? This is …… calling Can I leave a message with you? Hang on a minute Can I take a message? I’ll put.

Oh My Gosh, Where’s My Passport?. Passport Quiz Discussion  Do you have a passport?  What do use your passport for?  Do you need a passport to fly.

Time for a Warm-Up! Get out a sheet of paper for a short opener. You will have 2-3 minutes for each problem!

In the name of Allah Laid : Fatemeh Mohammadi Teacher : Miss. Kamali The relevant lesson : English language Class : 9.

INFINITIVE OF PURPOSE WHY?.  You can explain why you do something with to + verb.  Why did you leave the meeting? To make a phone call.  I’m writing.

FUNCTIONAL ENGLISH SPEAKING ON THE PHONE If you aspire to work in an office and one of your duties is to answer the phone, you have to master these expressions.

All roads lead to Rome Unit14 Warm up. 2. Listen to four situations. Write down the jobs from the Key Words above. 1. _________________ 2. _________________.

電話 & 電子郵件英語教職員英語講座系列 1 Fall 2011 Andrea S.W. Lin.

English for Business Communication By Radik Darmawan.

How to Book a Taxi © 2015 albert-learning.com. How to Book a Taxi © 2015 albert-learning.com. Flat Rate: A charge or fee that does not change, but remains.

© 2016 albert-learning.com TOEIC Short Talks 14 TOEIC Short talks.

Unit 3 On the Phone. objectives answer the phone ask to be connected connect a caller leave messages deal with problem by telephone.

Negotiating Zhejiang University of Finance & Economics Dong Fang College Toriano Cook.

INFINITIVE OF PURPOSE WHY?

Business Etiquette (uSING phone and Making appointment)

BUSINESS ENGLISH Začetni teČaj.

Competency – 3 Engages in active listening an response appropriately

Oh My Gosh, Where’s My Passport?

Answering the phone: Hello? (informal) Thank you for calling Microsoft. Sam speaking. How may I help you? Andrew’s Book Store. How can I help you?

Female: Hello, ABC Company, How can I help you?

Telephone English By Joy Yu.

Telephone English.

Presentation transcript:

or are they? The customer is always right What is customer service like in your country?

What do you like to buy there? How often do you go there? What is your favourite shop and why? Designer store Coffee shop Corner shop / local store Delicatessen

Why not? Why? Do you shop in department stores?

Countable Uncountable OR Countable nouns Uncountable nouns company customer money news information accommodation progress research equipment phone call helplineovertime employee Well done!

1.Human Resources wants us to reduce our head count : how _______ ____________ are there currently in this department? 2. Weve spent __________ of __________on office equipment this year. 3. Im worried about the long hours you have been working. How ________ _____________ did you do last month? 4. The director wants an update on the repair work to the building. How _________ ___________ have the builders made? 5. The company is doing _________ of market __________. We want to know what that customer really thinks of the new product line. company customer money news information accommodation progress research equipment phone call helplineovertime employee many employees a lot money much overtime much progress a lot research

Receptionist: Niven and Sellars. How (1) ___________ I (2) _________ you? Carlos: Good morning. (3) ________you _________________ to Marco Grella, please? R: One moment. (5) ________ I (6) _________ whos calling? C: My names Carlos Torres. R: Putting you through now, Mr Torres. Oh, Mr Grellas lines busy. (7) ________________ (8) _________________ in ten minutes? C: No, thats fine. (9) _____________ you (10) ___________me his direct number, please? R: Certainly, his extension number is 357. C: Thank you. Good bye. R: Good bye. help put me through ask calling back give can help Can put me through Can Would you mind calling back give ask

Student A (SB p.23 Roleplay) Would you mind checking these accounts for me please? Would you like me to go to the bank for you? Would you mind fetching my passport for me? Would you mind helping me make a conference call to China?

Student B (SB p.23 Roleplay) Would you like me to check what time our flight leaves? Would you mind helping me write some s in English? Can you give me last months sales figures please? Would you mind helping me with my case?

Student A Student B Greet the customer Explain the problem Ask for more information. Give more information Apologize for the problem and explain why it happened. Ask what the company will do about the problem. Make an offer to keep the customer happy (refund / discount / exchange) Accept the offer and thank the person for their help

Rank these customer service bad habits (1=the worst) slow staff rude staff unhelpful staff staff ignoring you staff not giving you an answer being put on hold

Which are the best hotels that you have stayed in? Which are the worst hotels that you have stayed in? Which hotel would you like to stay in?

How could you offer to help?