Business Result Pre-Intermediate Unit 6
The vocabulary below is all related to the topic of customer service. Choose one of the expressions and make a statement using those words or on that topic that you think your partner will agree with, and then see what their reaction is.
Bellboy/ Bell hop
Check in clerk
Customer recommendations/ Word of mouth
Customer service agent scripts
Customer service skills
Cut off/ Disconnected
Dealing with correspondence
Delivery charge/ Postage and packing
Good service – Poor service
Good/ Bad/ First/ Positive/ Negative impressions
Helpful – Unhelpful
Helpline/ Call centre
Knowledgeable/ Well informed – Unknowledgeable
Level of service
Polite – Rude
Put into a queue
Sales representative/ Sales rep/ Sales executive/ Salesman/ Salesperson
Take the extra step/ Go beyond the call of duty
Asking for opinions
What do you think about…?
How do you feel about…?
Do you agree that…?
(Personally) I (don’t) think…
(Personally) I (don’t) feel…
I think you’re right
I (totally) agree (with…)
I don’t agree (with…)(at all)
Do the same, but trying to find things that your partner disagrees with.
Have a meeting about improving customer service, agreeing on at least two action points.
Listen to a similar meeting. What two action points do they agree on?
How should your customer service staff respond to these complaints?
- You have made a mistake with an invoice
- You didn’t deliver on time
- You sent the wrong product
PDF version for easy printing: Opinions_about_customer_service