1. or are they? The customer is always right What is customer service like in your country?

2. What do you like to buy there? How often do you go there? What is your favourite shop and why? Designer store Coffee shop Corner shop / local store Delicatessen

3. Why not? Why? Do you shop in department stores?

4. Countable Uncountable OR Countable nouns Uncountable nouns company customer money news information accommodation progress research equipment phone call helplineovertime employee Well done!

5. 1.Human Resources wants us to reduce our head count : how _______ ____________ are there currently in this department? 2. Weve spent __________ of __________on office equipment this year. 3. Im worried about the long hours you have been working. How ________ _____________ did you do last month? 4. The director wants an update on the repair work to the building. How _________ ___________ have the builders made? 5. The company is doing _________ of market __________. We want to know what that customer really thinks of the new product line. company customer money news information accommodation progress research equipment phone call helplineovertime employee many employees a lot money much overtime much progress a lot research

6. Receptionist: Niven and Sellars. How (1) ___________ I (2) _________ you? Carlos: Good morning. (3) ________you _________________ to Marco Grella, please? R: One moment. (5) ________ I (6) _________ whos calling? C: My names Carlos Torres. R: Putting you through now, Mr Torres. Oh, Mr Grellas lines busy. (7) ________________ (8) _________________ in ten minutes? C: No, thats fine. (9) _____________ you (10) ___________me his direct number, please? R: Certainly, his extension number is 357. C: Thank you. Good bye. R: Good bye. help put me through ask calling back give can help Can put me through Can Would you mind calling back give ask

7. Student A (SB p.23 Roleplay) Would you mind checking these accounts for me please? Would you like me to go to the bank for you? Would you mind fetching my passport for me? Would you mind helping me make a conference call to China?

8. Student B (SB p.23 Roleplay) Would you like me to check what time our flight leaves? Would you mind helping me write some emails in English? Can you give me last months sales figures please? Would you mind helping me with my case?

9. Student A Student B Greet the customer Explain the problem Ask for more information. Give more information Apologize for the problem and explain why it happened. Ask what the company will do about the problem. Make an offer to keep the customer happy (refund / discount / exchange) Accept the offer and thank the person for their help

10. Rank these customer service bad habits (1=the worst) slow staff rude staff unhelpful staff staff ignoring you staff not giving you an answer being put on hold

11. Which are the best hotels that you have stayed in? Which are the worst hotels that you have stayed in? Which hotel would you like to stay in?

12. How could you offer to help?