Custome

r Service
Discuss a good and bad experience you have had of
customer service
when buying a product
 Was your impression of the product
affected by service?
 Working with words
Listen to a woman talking on a radio
show about a customer service
encounter and answer questions 1-4
1. What was the womans problem and was it
resolved?
2. Does she have a positive or negative view
of the shops customer service?
3. Do you think she will use the shop again?
4. Did the shop assistants make the right
decision? Why or why not?
2. Read some of the comments about
the encounter posted on the shows
website.
 3. Work with a partner and answer questions

1. Say what the main points of each post are

whether you agree or disagree with it.
2. Which post do you agree with most?
3. Can you think of a better solution to the problem?
 Corteous
Responsive
Existing
Satisfied
Dissatisfied
Uncaring
Attentive
Efficient
Discourteous
Sub-standard
High-quality
Repeat
1. Not sympathetic
2. Polite/impolite
3. Helpful
4. Not as good as normal
5. Well organized
6. Reacting quickly and positively
7. Happy with something
8. Of a very good standard
9. Faithful and supportive
10.Returning
11.Not happy with something
12.present
1. Not sympathetic: Uncaring
2. Polite/impolite:
corteous/discorteous
3. Helpful: attentive
4. Not as good as normal: sub-
standard
5. Well organized: efficient
6. Reacting quickly and positively:
responsive
7. Happy with something: satisfied
8. Of a very good standard: high
quality
9. Faithful and supportive: loyal
10.Returning: repeat
 Which of the adjectives describe:
Customer Service?

Customers?
Which of the adjectives
describe:
Customer Service?
Uncaring, corteous, discourteous,
attentive, sub-standard, efficient,
responsive, high-quality
Customers?
Satisfied, loyal, repeat, dissatisfied,
existing
7. Complete the questionnaire by
matching
 Customer service questionnaire
1. What do you do to meet your customers needs and
keep them satisfied?
2. What new procedure might help you to exceed your
customers expectations of the service you provide?
3. In what ways do you measure customer satisfaction
and service quality?
4. Have you introduced any unpublicized rules to
improve customer service?
 Customer service
questionnaire
5. Do you think it is easier to keep
existing customer or to win new
ones?
6. How do you try and get feedback
about service from your customers?
7. How do you avoid losing customers
to your competitors?