Northlatam English Program
LEVEL B1
Unit 2
Dealing with customers
Lesson A
Vocabulary and grammar
Lesson objectives
Vocabulary: Customer care and dealing with situations.
Grammar: Countable and Uncountable nouns.
1. What do shops do to attract more customers? Think about the shops you like to go to. 2. When was the last time you call a company to solve a problem about a product you bought?
Opening discussion
Vocabulary: Customer care
Drag and drop the concepts in the correct picture.
agree
hang up
discount
deal with
interrupt
call back
Vocabulary practice
Read the advice and complete the information about how to deal with customers on the phone. Use the words in the box to help you.
deal with
1. Greet the customer. When you ___________ a call from a dissatisfied customer you need to greet them in a warm manner. Thank the customer for calling. Remeber 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 _________________ the problem. Don't say I'm sorry, I can't help, instead explain the customer that you cannot help them and ask for their phone number so that somebody can ______ them _________. Sometimes the customer may want to wait while you ______them __________ to the correct department. 3. Listen carefully. Remember the customer may say a lot. You need to listen and try not to _______________. 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 _____________________. It is a good idea to take notes so that you are 100% clear about all of the details.
call back
answer
put through
interrupt
lose your temper
Grammar
Countable and Uncountable Nouns
Grammar practice
Drag the words into the correct columns in the tables below.
Uncountable
Countable
phone call
money
progress
information
company
employee
research
helpline
news
customer
Grammar practice
Write the correct countable and uncountable noun.
Grammar
Polite Requests
Grammar practice
Match each polite request to a suitable response.
Lesson B
lISTENING AND READING
Lesson objectives
Listen to customer services assisstants dealing with customers.
Reading: Breuninger the beautiful things in life.
Discussion
Read the following text and discuss about the implications of working in Customer Service.
Listening
Listen to a customer services assistant deal with dissatisfied customers on the phone.
Reading
Read the article to find answers to the questions.
1. Where does Breuninger have department stores? 2. Which departments would you go if you wanted: soap and shampoo, coffee cups and a handbag? 3. Which customer services and benefits does it mention?
Reading
Read the last paragraph about the luxury personal shopping service and answer the questions.
1. What things can customers do before they come to the store? 2. What two services can customers use while at the store? 3. What two services can customers use after they leave the store? 4. Do you think Breuninger do everything possible to create a luxury shopping experience? Can you think of anything else they could do?
Lesson C
WRITING
Lesson objectives
Dealing with an email of complaint.
Writing a response email to a customer's complaint.
Discussion
What do you do when these things happen? Which do you find the most annoying when you are trying to complain?
being put on hold
staff ignoring you
rude staff
unhelpful staff
Dealing with problems
Put the phrases in the box into the correct place in the table.
1. Thank you for the email regarding... 2. We will be happy to exchange the items. 3. I am very sorry to hear that... 4. I am writing on behalf of... 5. We will look into this problem immediately.
6. We apologize for any inconvinience that this caused. 7. We have been experiencing problems with... 8. We can offer you a (10%) discount (on your next order)
Explaining
Introducing
Apologizing
Promising
Writing
Choose one of the problems below and write an email in response to a customer, explain the cause of the problem and promise action.
Lesson D
practical case
Lesson objectives
Discuss about hotel services and complaints from customers.
Make an action plan to solve a hotel's problems.
Which are the best and the worst hotels that you have stayed in? Why? Which are ideal facilities and services that hotels can offer?
Opening discussion
Mr. Van der Vaart was unhappy with his stay at the Panorama Hotel. Read the letter. What six complaints does he make?
Case study
Read the hotel's explanations for the problems and discuss what actions the hotel should take.
Thank you!
LEVEL B1 UNIT 2
CAPGEMINI TEACHERS
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Transcript
Northlatam English Program
LEVEL B1
Unit 2
Dealing with customers
Lesson A
Vocabulary and grammar
Lesson objectives
Vocabulary: Customer care and dealing with situations.
Grammar: Countable and Uncountable nouns.
1. What do shops do to attract more customers? Think about the shops you like to go to. 2. When was the last time you call a company to solve a problem about a product you bought?
Opening discussion
Vocabulary: Customer care
Drag and drop the concepts in the correct picture.
agree
hang up
discount
deal with
interrupt
call back
Vocabulary practice
Read the advice and complete the information about how to deal with customers on the phone. Use the words in the box to help you.
deal with
1. Greet the customer. When you ___________ a call from a dissatisfied customer you need to greet them in a warm manner. Thank the customer for calling. Remeber 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 _________________ the problem. Don't say I'm sorry, I can't help, instead explain the customer that you cannot help them and ask for their phone number so that somebody can ______ them _________. Sometimes the customer may want to wait while you ______them __________ to the correct department. 3. Listen carefully. Remember the customer may say a lot. You need to listen and try not to _______________. 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 _____________________. It is a good idea to take notes so that you are 100% clear about all of the details.
call back
answer
put through
interrupt
lose your temper
Grammar
Countable and Uncountable Nouns
Grammar practice
Drag the words into the correct columns in the tables below.
Uncountable
Countable
phone call
money
progress
information
company
employee
research
helpline
news
customer
Grammar practice
Write the correct countable and uncountable noun.
Grammar
Polite Requests
Grammar practice
Match each polite request to a suitable response.
Lesson B
lISTENING AND READING
Lesson objectives
Listen to customer services assisstants dealing with customers.
Reading: Breuninger the beautiful things in life.
Discussion
Read the following text and discuss about the implications of working in Customer Service.
Listening
Listen to a customer services assistant deal with dissatisfied customers on the phone.
Reading
Read the article to find answers to the questions.
1. Where does Breuninger have department stores? 2. Which departments would you go if you wanted: soap and shampoo, coffee cups and a handbag? 3. Which customer services and benefits does it mention?
Reading
Read the last paragraph about the luxury personal shopping service and answer the questions.
1. What things can customers do before they come to the store? 2. What two services can customers use while at the store? 3. What two services can customers use after they leave the store? 4. Do you think Breuninger do everything possible to create a luxury shopping experience? Can you think of anything else they could do?
Lesson C
WRITING
Lesson objectives
Dealing with an email of complaint.
Writing a response email to a customer's complaint.
Discussion
What do you do when these things happen? Which do you find the most annoying when you are trying to complain?
being put on hold
staff ignoring you
rude staff
unhelpful staff
Dealing with problems
Put the phrases in the box into the correct place in the table.
1. Thank you for the email regarding... 2. We will be happy to exchange the items. 3. I am very sorry to hear that... 4. I am writing on behalf of... 5. We will look into this problem immediately.
6. We apologize for any inconvinience that this caused. 7. We have been experiencing problems with... 8. We can offer you a (10%) discount (on your next order)
Explaining
Introducing
Apologizing
Promising
Writing
Choose one of the problems below and write an email in response to a customer, explain the cause of the problem and promise action.
Lesson D
practical case
Lesson objectives
Discuss about hotel services and complaints from customers.
Make an action plan to solve a hotel's problems.
Which are the best and the worst hotels that you have stayed in? Why? Which are ideal facilities and services that hotels can offer?
Opening discussion
Mr. Van der Vaart was unhappy with his stay at the Panorama Hotel. Read the letter. What six complaints does he make?
Case study
Read the hotel's explanations for the problems and discuss what actions the hotel should take.
Thank you!