Northlatam English Program
LEVEL B2
Unit 2
Customer Support
Lesson A
Vocabulary and grammar
Lesson objectives
Vocabulary: Customer service and telephoning.
Grammar: must, have to and don't have to / WH- questions
1. How would you define good customer service? 2. What are the "golden rules" of customer service?
Opening discussion
Vocabulary: Customer service
Drag and drop the concepts in the correct picture.
satisfied
cheerful
customer
frustated
speak up
upset
Vocabulary practice
Drag and drop the adjectives to the correct box.
Helpline operators
Customers
satistfied
difficult
sympathetic
annoyed
patient
upset
knowledgeable
frustrated
Vocabulary practice
Choose the best verb from the box to complete each collocation.
exchange
diagnose
arrange
give
escalate
talk
sort out
identify
- _______________ the symptoms
- _______________the fault
- _______________ a problem
- _______________ the customer through the process
- _______________ the problem to a supervisor
- _______________ a visit from our technician
- _______________ the product
- _______________ a full refund
Grammar
Must, have to, don't have to
Grammar practice
Grammar
Yes/No questions and Wh- questions
Grammar practice
Lesson B
lISTENING AND READING
Lesson objectives
Listen to a phone call from a customer making a special request.
Reading: Manila Calling
Discussion
Read the following text and discuss about the implications of working in Customer Service.
Listening
Listen to a customer making a special request. Then tell if the sentences are True or False.
Reading
Read the article about call centers in the Phillipines. Decide if the following statements are True or False.
Role Play..
Take turns beginning these telephone rolepays and responding. Choose suitable forms for your requests, according to the answer expected, and give appropiate answers. Ask your:
Lesson C
WRITING
Lesson objectives
Discuss the differences between emailing a friend and a bank manager.
Reply to business emails using appropiate styles.
1. What differences would you find in your own language between formal correspondance (example a letter to your bank or your legal advisor) and informal messages (an email to a friend)?
Opening discussion
Discussion
Read the four emails below and answer the questions:
- Which is an email from:
- a customer service department?
- a senior colleague?
- a junior colleague?
- a customer?
2. Which two emails are formal? Which two are neutral/informal?
Model writing
Read the next four emails the people in the previous exercise sent. Which two writers have changed style and why?
Writing
Choose one of the three scenarios below and write a reply email using the appropiate style.
You work in the Information System Department at Relopharma, a medium-sized pharmaceuticals company. You want your software supplier, Nakisoft to organize training on a new software tool for your Accounts Department as soon as possible. Write an email asking them to contact someone in the Accounts Department with dates for the training. Use the appropiate style.
You work in Accounts Department at Relopharma, a medium -sized pharmaceuticals company. You have a problem with the accounts payable database - some entries are dissapearing. It looks like some kind of virus, but your antivirus software hasn't detected any problems. Write an email to your colleague in Information Systems, explaining the problem and asking for help. Use the appropiate style.
You work at Nakisoft, a small company specializing in accountancy software. Relopharma is your bigger customer. You have not received payment for your invoice 6695 KF for software you supplied four months ago. Write a polite email to the Accounts Department asking if there is a problem. Use the appropiate style.
Lesson D
practical case
Lesson objectives
Discuss about customer's common complaints.
Make recommendations for a consulting company.
Discussion
What annoys you most as a customer?
- deadlines not respected
- incopetent service
- poorly translated instructions
- being put on hold
- other?
- waiting for service
- products that don't do what they claim
- high prices
- hidden costs
- planned obsolescence
Discussion
Discuss the five reasons for customer dissatisfaction and come out with more ideas.
SCAN READING
Read the email from Hamish Hamilton, CEO of Cybertartan Software and answer the questions.
READING FOR DETAIL
After reading the Hamish Hamilton email, mark these statements True or False or Depends.
Case study
For each problem, make recommendations, give reasons for these and outline the expected results.
Thank you!
LEVEL B2 UNIT 2
CAPGEMINI TEACHERS
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Transcript
Northlatam English Program
LEVEL B2
Unit 2
Customer Support
Lesson A
Vocabulary and grammar
Lesson objectives
Vocabulary: Customer service and telephoning.
Grammar: must, have to and don't have to / WH- questions
1. How would you define good customer service? 2. What are the "golden rules" of customer service?
Opening discussion
Vocabulary: Customer service
Drag and drop the concepts in the correct picture.
satisfied
cheerful
customer
frustated
speak up
upset
Vocabulary practice
Drag and drop the adjectives to the correct box.
Helpline operators
Customers
satistfied
difficult
sympathetic
annoyed
patient
upset
knowledgeable
frustrated
Vocabulary practice
Choose the best verb from the box to complete each collocation.
exchange
diagnose
arrange
give
escalate
talk
sort out
identify
Grammar
Must, have to, don't have to
Grammar practice
Grammar
Yes/No questions and Wh- questions
Grammar practice
Lesson B
lISTENING AND READING
Lesson objectives
Listen to a phone call from a customer making a special request.
Reading: Manila Calling
Discussion
Read the following text and discuss about the implications of working in Customer Service.
Listening
Listen to a customer making a special request. Then tell if the sentences are True or False.
Reading
Read the article about call centers in the Phillipines. Decide if the following statements are True or False.
Role Play..
Take turns beginning these telephone rolepays and responding. Choose suitable forms for your requests, according to the answer expected, and give appropiate answers. Ask your:
Lesson C
WRITING
Lesson objectives
Discuss the differences between emailing a friend and a bank manager.
Reply to business emails using appropiate styles.
1. What differences would you find in your own language between formal correspondance (example a letter to your bank or your legal advisor) and informal messages (an email to a friend)?
Opening discussion
Discussion
Read the four emails below and answer the questions:
2. Which two emails are formal? Which two are neutral/informal?
Model writing
Read the next four emails the people in the previous exercise sent. Which two writers have changed style and why?
Writing
Choose one of the three scenarios below and write a reply email using the appropiate style.
You work in the Information System Department at Relopharma, a medium-sized pharmaceuticals company. You want your software supplier, Nakisoft to organize training on a new software tool for your Accounts Department as soon as possible. Write an email asking them to contact someone in the Accounts Department with dates for the training. Use the appropiate style.
You work in Accounts Department at Relopharma, a medium -sized pharmaceuticals company. You have a problem with the accounts payable database - some entries are dissapearing. It looks like some kind of virus, but your antivirus software hasn't detected any problems. Write an email to your colleague in Information Systems, explaining the problem and asking for help. Use the appropiate style.
You work at Nakisoft, a small company specializing in accountancy software. Relopharma is your bigger customer. You have not received payment for your invoice 6695 KF for software you supplied four months ago. Write a polite email to the Accounts Department asking if there is a problem. Use the appropiate style.
Lesson D
practical case
Lesson objectives
Discuss about customer's common complaints.
Make recommendations for a consulting company.
Discussion
What annoys you most as a customer?
Discussion
Discuss the five reasons for customer dissatisfaction and come out with more ideas.
SCAN READING
Read the email from Hamish Hamilton, CEO of Cybertartan Software and answer the questions.
READING FOR DETAIL
After reading the Hamish Hamilton email, mark these statements True or False or Depends.
Case study
For each problem, make recommendations, give reasons for these and outline the expected results.
Thank you!