2.5. Как вы думаете, что должен делать персонал по обслуживанию клиентов (customer service staff) в следующих ситуациях? Сопоставьте ситуации 1-5 с действиями персонала a-e.

1. A customer is angry a. Suggest a solution.

about a mistake.

2. An angry customer b. Say what you can do.

describes the problem.

3. A customer complaints c. Stay calm.

but doesn’t demand

an action.

4. A customer demands d. Accept that you probably

action but the company won’t find a solution.

can’t do what

the customer wants.

5. The customer is a very e. Listen carefully and

difficult person. repeat to check

2.6. Прочитайте абзац из обучающего семинара для персонала по обслуживанию клиентов и проверьте правильность своих ответов из упражнения 2.5.

Customer service trainer

It is very important to be polite and helpful at all times, and to see things from the customer’s point of view.

If a customer is very angry about a mistake, stay calm. Don’t get angry yourself. You may think: “I didn’t make the mistake. This isn’t my responsibility.” Dealing with customers’ complaints often means solving problems that aren’t your fault. The answer is to solve the problem professionally as part of the job.

When the customer explains the problem, listen carefully and repeat to check that you have understood. Often the customer just wants to express his feelings. If he doesn’t demand any action, you’ll have to suggest a solution.

Sometimes you can’t do exactly what the customer would like you to do. In this situation, you have to say what you can do. It is essential to use the right language. You will give the customer more confidence if you say: “I will”; not “I might” or “I can’t”. Don’t say: “I don’t think we can do that”, say: “I will find out for you.”

Of course there are times when you just can’t win. For example, if it’s a very difficult person who will not cooperate, then you probably won’t find a solution. But you’ll know that you have done your best. You have to try to provide your customer with what he or she wants.

Ex. 2.7. Ответьте на вопросы к тексту:

1. What do employees often think when a customer shouts at them?

2. What do you think it means “to solve the problem professionally’?

3. Which word makes the customer feel confident that the employee is going to do something? Which words should the staff not use?

III реальное условие (conditional 1)

Ex. 3.1. Изучите примеры. Заполните правила словами: настоящий (present) или будущий (future).

- If the customer doesn’t demand action, you’ll have to suggest a solution.

- If it’s a difficult person, you probably won’t find a solution.

- If we make a mistake, we’ll correct it.

- If we ask the customers for feedback, we can find out what they want.

- Most people will be satisfied if you apologise.

- If you can’t replace the product, will you give me a refund?

1. В условном придаточном предложении глагол после союза if стоит в ________ времени.

2. Глагол в главном предложении относится к ________ времени и образуется с помощью вспомогательного глагола will.

3. Мы используем реальное условное предложение , чтобы показать ________ результат возможного действия или события.

Примечание: Если результат не определен, мы используем модальные глаголы: can или could вместо will, что означает «Это возможно…».

Ex. 3.2. Прочитайте условия платежа. Напишите предложения, соединяя возможные действия с событиями, имеющими результат в будущем. Используйте реальное условие (Conditional 1)

Possible action or event - Future result

You pay within 10 days - you receive a discount

If you pay within 10 days, you will receive a discount.

Possible action or event Future result

1. You pay by credit card - we add a charge of 2 per

cent to your bill

2. We don’t receive payment - we charge interest at 2.5

by the due date per cent a month

3. You request delivery within - there is an additional charge

24 hours of €20

4. You decide not to keep the - we refund your money in

product full

Ex. 3.3. Заполните предложения из брошюр компании глаголами в Present Simple или Future Simple.

Lowest prices guaranteed!

If you (¹find) ________ the same product at a lower price in another store, we (²refund) _________ the difference.

Customer service guarantee

If you (³be)___________ dissatisfied in any way with the quality of our service, we (⁴send) ____________ you a €15 voucher.

Special offer!

We (⁵deduct)_________ 10 per cent from the price if you (⁶order) __________ before October 31^st.

Cancellation charges

If you (⁷cancel) ___________ less than four weeks before the date of departure, the total cost of travel (⁸be) ___________ payable.

Product information

If you (⁹require) )___________ further information about any of the products featured in this brochure, please call 040 900 900 and our sales staff (¹⁰be) ________ pleased to help you.

Ex. 3.4. Составьте предложения по образцу:

1. a motorway may be very busy – we/miss the flight

If the motorway is very busy we’ll miss the flight.

b traffic may be OK – we/get to the airport on time

……………………………………………………………………

2. a weather may be good – they/have the party in the garden

……………………………………………………………………

b it may rain – they/hold the reception in the marquee

……………………………………………………………………

3. a the play may do well – it/open on Broadway

……………………………………………………………………

b the play may do badly – it/close after a week

……………………………………………………………………

Ex. 3.5. Объясните значение этих предложений по образцу.

1 For further information call us on 0800 726354.

If you ring 0800 726354, we’ll give you some more information.

2 We’ve got these products on a ‘sale or return’ basis.

……………………………………………………………………

3 Subscribe to Business Age before 30 September and save up to 33%.

……………………………………………………………………

4 The Ford Ka comes with a money-bank guarantee.

……………………………………………………………………

Ex. 3.6. Дополните предложения.

1 If I have time this weekend, ……………………………………

2 If I go on a holiday this year, ……………………………………

3 If I can afford it, …………………………………………………

4 If I carry on learning English, …………………………………

5 If I stay in my present job, ………………………………………

6 If I feel tired this evening, ………………………………………

7 If I finish work early, ……………………………………………

8 If I move house at some stage in the future, ……………………

IV Dealing with problems

Ex. 4.1. Фразы, приведенные внизу, важны для обсуждения проблем. Сопоставьте пять шагов решения проблем 1-5 с соответствующими фразами a-e.

Step 1: Explain the problem a If you (do X), it will mean …

Step 2: Present the options b I’ll arrange…

Step 3: Consider the result of c It’s better / best if I (do X).

each option

Step 4: Choose the best solution d I’ve got a problem …

Step 5: Promise action e There are two possibilities: you

could either (do X) or you could

(do X).

Ex. 4.2. Прочитайте диалог и ответьте на вопросы:

Shane: OT Components. How may I help you?

Magda: Good morning. This is Magda Zawadski from Fortuna in Poland. We recently ordered some components and I’m afraid we’ve got a problem. We ordered 15 but you sent 50!

Shane: Oh! I’m sorry about that. How many have we charged for in the invoice?

Magda: You charged for 50. And unfortunately, we have paid by automatic payment. So it means we have paid too much.

Shane: Yes I see. Well we’ve got two options. I can either send you a credit note, or I can request the accounts department to refund your money. If you are ordering from us again, it’ll be easier to send you a credit note. If I arrange a refund, you’ll have to wait three to four weeks before you receive it.

Magda: well, we probably won’t order from you again for two or three months. So it’s better if you refund the money.

Shane: OK. That’s no problem. I’ll arrange that for you. And I’ll also ask our distributor to collect the extra units that you don’t want.

Magda: OK, thank you very much.

Shane: I’m sorry about the mistake. Please accept our apologies.

Questions:

1) What is Magda’s problem?

2) What two options does Shane present?

3) Which option does Magda choose and why?

4) What does Shane promise to do?

Ex. 4.3. Составьте диалог по следующим ситуациям:

Situation 1.

Student A: A shop manager

Your shop sells fruit and vegetables. You received some tomatoes this morning but they are damaged and you can’t sell them. Phone the supplier. Explain the problem, listen to the options and choose the best solution.

Student B: A supplier

Your company supplies vegetables to stores. You receive a phone call from a shop manager. Listen to the customer and offer two possible options:

1 – cancel the order and refund the cost.

2 – replace the order with a new delivery (they will receive it in about three hours).

Listen to the shop manager’s decision and promise action.

Situation 2.

Student A: A supplier

Your company supplies bread to stores. You receive a phone call from a shop manager. Listen to the customer and offer two possible options:

1 – offer to collect all the extra rolls.

2 – tell the shop to sell what they can. Refund the cost of any rolls that they don’t sell.

Listen to the shop manager’s decision and promise action.

Student B: A shop manager

Your shop sells bread. You ordered 200 rolls this morning but the supplier delivered 400. You can’t sell 400. Phone the supplier, listen to the options and choose the best solution.

Review 3