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.

Unit 5

2. Read a software helpline conversation and answer the questions.

1. What is the customer’s problem?

2. What help does the operator give?

Helpline: Thank you for calling the Superword helpline. Please hold the line.

Dean: Good morning. Dean speaking. How Can I help you?

Customer: Oh, good morning. Yes, your program isn’t working properly.

Dean: Oh, I’m sorry to hear that. What exactly seems to be the problem?

Customer: Well, the thing is that I can’t put those automatic table thingies in my documents.

Dean: I’m sorry. It’s not a very good line. Could you speak up a little?

Customer: Yes, sorry. I’m on my mobile. Is that better?

Dean: Yes, that’s much better, thank you.

Customer: All right. Anyway, I was just saying I can’t insert those tables.

Dean: Oh, I see. You’re having trouble with importing spreadsheets into

a Superword document?

Customer: Yes, that’s right.

Dean: All right. I’ll put you through to our spreadsheet specialist.

Customer: Thank you.

Dean: Hello?

Customer: Yes?

Dean: I’m sorry, the number is busy. Could I ask her to get back to you

in a few minutes?

Customer: Yes, that’s fine.

Dean: OK, then. So, you are on 0680 4252322?

Customer: That’s right.

Dean: And could I have your name please?

Customer: Wyndham, Delia Wyndham.

Dean: Is that Wyndham with a “y”?

Customer: That’s right. W-Y-N-D-H-A-M.

Dean: Thank you, Ms Wyndham.. I’m sure we’ll be able to sort it out.

Customer: Thank you very much.

Dean: Not at all. Goodbye.

3. Read the conversation above again and find expressions that mean the same as:

1. I’m just putting you on hold for a moment.

2. This is Dean.

3. What can I do for you?

4. Could you explain the problem …

5. The line’s bad.

6. Can you talk a bit louder?

7. I’ll connect you to …

Unit 5

8. The line’s engaged.

9. Can I get her to call you back?

10. So, your number is …

11. What’s your name please?

12. You’re welcome.

IMPROVING A CONVERSATION

Task 1. Read the conversation. Decide how the conversation could be improved.

Write your improved version.

Helpline: Superword helpline, wait a minute. Yeah? What’s your problem?

Customer: I’m having trouble with PDF files. I can’t print them.

Helpline: What? I can’t hear you.

Customer: I said I can’t print PDF files.

Helpline: Oh, I don’t do PDFs.

Customer: Well, could you connect me to someone who does?

Helpline: Can’t. The PDF expert’s gone out for lunch. Dive me your name

and we’ll call you later.

Customer: Oh, all right.It’s Gearhirt, Jamila Gearhurt.

Helpline: Er, come again?

Customer: That’s G-E-A-R-H-I-R-T.

Helpline: OK.

Customer: All right. Well, I’d appreciate it if you could call me as soon as

possible. Goodbye.

Helpline: Yeah, right.

READING

1. Globalisation has helped to make the telephone an essential business tool. Before you read the article, discuss these questions:

1. Do you like using the phone?

2. What makes you angry on the phone?

3. What are the special problems of telephone communication

compared to face-to-face communication?

2. Read the article and find the answers to these questions:

1. Do you like using the phone?

2. What do people find most annoying on the phone?

3. What are the special problems of telephone communication

compared to face-to-face communication?

Unit 5

Дата добавления: 2015-10-24