The seven steps to customer satisfaction.

1. Greet the customer. When you …(1)… a call from a dissatisfied customer

you need greet them in a warm manner. Thank the customer

for calling. Remember that when a customer calls to tell that

something is wrong it is your opportunity to put it right.

2. Ask what the problem is. You need to find out why they are calling. Simply

ask what the problem is and let them explain. You may not be

able to …(2).. the problem. Don’t say “I’m sorry, I can’t help”.

Instead explain to the customer that you cannot help them and

ask for their telephone number so that somebody can …(3)…

them ...(3)… . Sometimes the customer may want to wait

while you …(4)… them …(4)… to the correct department.

3. Listen carefully. Remember the customer may say a lot. You need to

listen and try not to …(5)… . An angry customer may take a

long time to explain what the problem is and so it is very

important that you stay calm and that you don’t …(6)…

It is a good idea to take notes so that you are 100% clear about

all of the details. Ask questions if they are not telling you the

information you need to know.

4. Define a solution. Once the customer has finished explaining the problem,

use your notes to check you have understood the problem

correctly.

5. Suggest a solution. Now that you all of the details of the problem you can

suggest a solution. Don’t blame another department. Make an

apology and suggest a solution. The customer may ask you to

refund their money, they may ask for a …(7)… on their next

order or they might ask to …(8)… the goods that they bought

for other items. You also must be realistic. Don’t promise to

deliver 10,000 new parts for next week if it cannot be done.

The customer will be even angrier next week when the parts

don’t arrive.

6. Confirm the solution. Once you and the customer …(9)… confirm it so

that both understand what has been decided. Make sure that

the customer knows exactly what you are going to do and

when you are going to do it.

7. End the conversation. Now that the customer is happy you can end the

conversation. Thank the customer again for calling. It is a

good idea to let the customer …(10)… first, as this gives

them a final chance to add anything.

Improving a conversation.

Task 1. Read the telephone conversations below. Which of these adjectives best

describes the person who receives the call?

inefficient impatient aggressive bored unhelpful

Conversation 1. ……………...

A: Yes?

B: Could I speak to Mr Smith?

A: Er… I don’t know, I think he’s out.

B: Do you know when he’ll be back?

A: Well, I’m not sure. You could maybe try tomorrow.

Conversation 2. ……………...

A: Hello. Is that Janet, Bill’s secretary?

B: Yes, that’s right.

A: It’s John Blake. I’m just phoning to give him an invoice number.

B: Yeah. What is it?

A: Oh, let me see, where is it? I’ve got to have it here somewhere.

B: Look, phone me back when you find it. I’m rather busy now.

Conversation 3. ……………...

A: Hello. I’d like to speak to Bob Gratham.

B: He’s not here.

A: Could you tell me when he’ll be back?

B: Later this afternoon.

A: Well, could you take a message for me?

B: Sorry, I don’t have time. I’ll have to ring off, I’m going to lunch.

Conversation 4. ……………...

A: Hello, it’s Susan here. I’m just phoning to check my appointment with

Chris tomorrow.

B: Yeah?

A: Could you look it up for me?

B: Oh, I don’t know…where’s the diary? Yes, got it. So, it was the 16^th,

A: No, the 18^th.

B: No, I can’t find anything. I didn’t write it down.

Conversation 5. . ……………...

A: Hell Bilk Ltd.

B: Hello, this is Jack Johnson. I’m phoning about the delivery. Has it arrived jet?

A: No, it hasn’t. We’ve been waiting for a week. It still isn’t here yet.

B: I’m really sorry about that.

A: We’ve been waiting for too long. It’s not good enough. You’re wasting our time.

B: Oh, I’m sure your order will be ….

Task 2. Answer the questions about the business call below.

1. Is the conversation grammatically correct?

2. Is the conversation appropriate?

3. How can you improve the conversation?

Person receiving the call Caller

(1) Yes?

(2) Give me Donna Weston.

(3) She’s not here.

(4) Well, take a message. It’s Eva Wartanowicz.

Tell her to phone me back later this afternoon

(5) What’s your name again?

(6) Wartanowicz.

(7) OK, and your number?

(8) It’s 01863-483-2189.

(9) OK, I’ll tell her.

(10) Bye.

(11) Bye

USEFUL LANGUAGE.

Answering the phone.	Hello, John Smith speaking …
	Good morning. Datatech Ltd.
Stating your purpose.	I’m calling about your invoice.
	I’m returning his call.
	The reason I’m calling is …
Making contact.	I’d like to speak to …
	Could I have the sales department please?
Checking	Could you spell that?
	Can I read that back you?
Messages	Would you like to leave a message?
	Can I leave a message?
Asking for information.	Could I have your name?
	Can I take your number?
Identifying yourself	This is …
	My name’s Julio Blanco.
Showing understanding	Right.
	OK. That’s fine.
Making excuses.	I’m sorry, he’s out, he’s in a meeting.
	I’m afraid she’s not available.
Ending a call	Thanks for your help. Goodbye.
	Thanks for calling.
Promising action.	I’ll make sure he gets the message.
	I’ll tell her when she gets back.

M O D U L E 3. Presentations.

Unit 6. Planning and getting started.

Types of presentation

Abilities to speak

Presentation technique.

Using visual aids.

Unit 7. The middle of the presentation.

Holding the audience’s attention.

Structure of the main body

Unit 8. The end of the presentation.

Summarizing and concluding.

Questions and discussion.