1. The Role of the Customer Who are customers? What is customer service? How does a business benefit from giving good customer service?

2. Review What is a business? Who are customers? What is a profit? Define goods/products Define services

3. Activity Talk with your partner about your most delightful or annoying experience with customer service as a customer.

4. Discussion: What were the consequences of your delightful customer service experiences? What were the consequences of your annoying customer service experiences?

5. What is customer service? Customer service is how a company deals with its consumers before, during and after a purchase or use of a service.

6. Who gives customer service? Name some job roles… Shop assistants (salespersons) Receptionists Bank assistants Food servers Bus drivers

7. What are some rules for good customer service? CUSTOMER IS KING! CUSTOMER IS ALWAYS RIGHT! Let us do the activity on page 4 of the iBook.

8. Examples of good customer service Answer your phone Make sure that someone is picking up the phone when someone calls your business. Don’t make promises unless you WILL keep them Listen to your customers Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem. Deal with complaints Be helpful, courteous, and knowledgeable

9. Words & phrases that DAMAGE customer relationship You don’t understand. I don’t know. I can’t… You don’t see my point. Hold on (or hang on) a second. That’s not my job/responsibility. You must/should… You’ll have to… What you need to do is… What’s your problem? Why don’t you…? I never said… “I’ll find out for you”; “I’ll need to check on that and get back to you”; “I’ll have to look that up, when is a good time for me to call you back?”

10. Words & phrases that BUILD customer relationship Please. Thank you. I can/will… How may I help? I was wrong. You’re right. I understand how you feel. May I …? / Could we try …? Have you considered … I’m sorry for … It’s my/our fault. What do you think? Would you mind?

11. BENEFITS OF CUSTOMER SERVICE Increased sales – try other products Income and profit will increase Customer loyalty – will come again Business reputation will improve – tell friends and family about service Effective workforce – good work environment

12. REVIEW 1.1 page 7 Complete the 7 questions with your partner. How did you do?

13. Review 1.2 page 8 Do questions 1-5 individually How did you do?

14. HOMEWORK – READ PAGE 6 What is benchmarking?