- •Rules for good customer service and repeat business.
- •2. Fill in the gaps with the most appropriate terms from the bar.
- •Confusing words Customer or client?
- •3. Fill in the gaps with either client, consumer or customer.
- •What is customer care?
- •5. Does a speaker in each sentence offer clients good customer service?
- •Rewarding good customer service
- •The wow Awards
- •1. Turn these questions into indirect questions, beginning I ask.
- •2. Turn these questions into indirect questions, beginning I wonder.
- •3. Tick the sentences that are right. Correct the wrong sentences.
- •4. Write indirect questions.
- •5. Fill in the gaps.
- •6. Rewrite these direct questions as indirect questions starting with the words given.
- •7. Rewrite these direct questions as indirect questions starting with the words given.
- •8. Work with a partner. Use indirect questions to get the information you need.
- •9. Use capital letters where necessary.
- •10. Use capital letters where necessary.
- •1. Rewrite this letter using paragraphs, punctuation and capital letters, where necessary.
- •1. Match the phrases in bold in the text to definitions below.
- •2. Match the phrases in bold in the text to definitions below.
- •3. Match the phrases in bold in the text to definitions below.
- •Confusing words Workforce/Manpower
- •4. Fill in the gaps with the most appropriate term.
- •Employer/Employee
- •5. Fill in the gaps with the most appropriate term.
- •Personnel/Personal
- •6. Fill in the gaps with the most appropriate term.
- •7. Complete the paragraph with these words.
- •8. Complete the introduction to a company report with verbs from the box. Use the words in brackets to help you.
- •9. For each item complete the second sentence so that it has a similar meaning to the first sentence. Use one word from the box each time.
- •10. Complete the sentences below with words from the box.
- •11. Complete the extract from a company report with appropriate words or phrases from the box.
- •12. Complete the article with the correct alternative.
- •13. These sentences describe two companies, Autotech and Green Fingers. Choose pairs of sentences which describe similar things and match them with the correct company.
- •14. Make sentences about the companies using information from the box.
- •You and your company
- •Valentino can continue to grow, but only if it develops new products and finds new markets.
- •1. Underline the present simple or the present continuous form of the verb to complete these sentences.
- •2. Underline the correct form of the verb to complete the e-mail.
- •3. Complete these sentences with the best form of the verbs in brackets: the present simple or the present continuous.
- •4. Complete these sentences with the best form of the verbs in brackets: the present simple or the present continuous.
- •5. Complete this text with the best form of the verbs from the box: the present simple or the present continuous.
- •6. Complete this job advertisement with the best form of the verbs from the box: the present simple or the present continuous.
- •7. Complete the text with the best form of the verbs from the box: the present simple or the present continuous.
- •Ebb Bank
- •Goldcrest Hotel
- •1. Match the phrases in bold in the text to definitions below.
- •2. Fill in the gaps with the most appropriate term.
- •Confusing words
- •3. Fill in the gaps with the most appropriate term.
- •4. Complete the headings in this text with the words below.
- •5. Match the words in bold in the text to these definitions.
- •6. What was your worst journey? Give reasons (delays, long queues, etc.)
- •7. People often do these when they travel. Match the verbs with the correct phrases.
- •8. Complete the sentences with the words from the box.
- •9. Cross out the word that has no partner.
- •Doing business in Indonesia
- •5. Work with a partner. Think of a situation where there can be a misunderstanding between you and someone from a different culture. Use these ideas if necessary.
- •Countries and nationalities
- •1. Here are the names of countries. Write the corresponding adjectives.
- •2. Write the names of the corresponding countries.
- •3. Decide whether each word is a country or nationality. Tick the correct column.
- •4. Make the adjectives of nationalities.
- •5. Make the adjectives of nationalities.
- •6. Use the words in brackets to make the nouns describing nationalities.
- •7. Choose the most appropriate word:
- •The travel game
- •Write present continuous sentences from these prompts.
- •Are these sentences talking about the present (p) or the future (f)?
- •3. Complete this conversation with the present continuous form of the verbs on the list (the first letter of the verb is given).
- •4. Put the verbs in brackets into the present continuous tense.
- •5. Student a
- •Add the verbs from the box to the phrases below to create some common stressful situations.
- •What do you think are the main causes at work?
- •How good are you at troubleshooting? Where and when do you get you best ideas? Complete the following phrases and tick those that are true for you.
- •4. Read the problems that two real companies faced. Try to solve them with a partner.
- •Troubleshooting Techniques
- •1. Match the phrases in bold in the text to definitions below.
- •2. Fill in the gaps with the most appropriate term.
- •Dada Sky Inc.
- •Swot analysis
- •3. Match the phrases in bold in the text to definitions below.
- •4. Fill in the gaps with the most appropriate term.
- •Confusing words
- •What advice can you give in these situations?
- •Complete the sentences. Begin the sentences with “You should/ought to …” Use the phrases in the list or your own words.
- •Complete the sentences. Use should or shouldn’t.
- •Read this article about Turkish business etiquette. Use the notes below to give advice about doing business in Turkey, using should, shouldn’t, ought to, oughtn’t to. Doing business in Turkey
- •Work in pairs. Look at the “Contract for students”. Do you agree on all the rules? contract for students
- •Contract for teachers
- •6. How to keep fit.
- •7. How to make friends.
Unit 1 Customers
Starting point
Read the comments about poor customer service. Which of these experiences have you had? Which one is the most annoying?
“You have to wait so long to speak to someone”.
“They ask you to repeat the information so many times and then nobody can help you.”
- “They put you on hold and you can’t turn off their awful music.”
- “They try and sell you other services.”
2. What is your idea of good customer service?
Working with vocabulary
Read the rules for good customer service in the text below. Do you have experience of them as a customer?
Rules for good customer service and repeat business.
Good customer service is important to any business. You can offer wide range of products, early delivery dates and low prices to attract a lot of new customers, but if some of those customers do not come back, your business won't be profitable for long. It is often difficult and expensive to make a profitable customer purchase from a business for the first time. It is very important to make that customer buy again, and again. That is repeat business. Any customer that returns is a repeat, regular or loyal customer, and experts say that it is much cheaper to keep a customer than to attract a new one.
Good customer service is to bring customers back and send them away happy enough to recommend your business to those who may try your product or service and become repeat customers.
If you want to have good customer service, you should:
Listen to your customer. Try to meet the needs of customers.
Keep your promises. The same rule applies to client appointments, deadlines, etc. Make order and delivery procedures as easy as possible.
Deal with complaints quickly and efficiently. If you have to give a refund, do it with a smile. Satisfied customers will recommend you to friends.
Train your staff (if you have any) to be always helpful, courteous, and knowledgeable. Do it yourself or hire someone to train them.
. Match the phrases in bold in the text to definitions below.
a. The process of transporting goods to a particular place.
b. When an organization helps its customers, answers their questions, gives them advice on a particular product or service, provides a good quality product.
c. Customers return to a company to buy more of its products or services.
d. A set of similar products that a particular company makes or a particular shop sells.
e. Return of money to a customer.
f. A useful thing that people produce for sale.
g. An arrangement to meet a person or be at a place at a certain time.
h. The non-material equivalent of a product in economics and marketing.
i. A customer who continues to buy from the same company.
j. To buy from.
k. To offer the service or goods people want.
l. A date or time by which you have to do something.
2. Fill in the gaps with the most appropriate terms from the bar.
DEADLINE DELIVERY PRODUCT RANGE APPOINTMENT LOYAL CUSTOMERS REFUND REPEAT BUSINESS MEET THE NEEDS CUSTOMER SERVICE |
a. Our store provides first-class … to our customers.
When you create a plan to get … , it is important to make a customer happy.
We have set up a(n) … with our major client for the next week.
Last month we couldn’t … of our customers and lost very important clients.
If our customers are not satisfied with the product they’ve bought they can get a(n) … in case they return the goods in an original packaging.
The IKEA … is very wide: it sells a lot of various goods.
Our … period is 3 weeks.
We give our … special offers every month.
The delivery … is by the end of the month.