1. ENGLISH: CUSTOMER SERVICE
15 June 2016

2. Course Outline :
Game 1 : Letter Hunt
Game 2 : Q & A Game
Conversation

3. Game: Letter Hunt
Beginners

4. How to play: 1. Separate into groups
2. The missing vocabulary is shown on PPT
3. Each team finds the missing letter
4. Get 2 points if your team gives the right answer

5. M__________ W_________ A_______
etropolitan
aterworks
uthority

6. W_ter Su_ply a p

7. B_ll i

8. Hou_e Re_is_ration s g t

9. Me_er t

10. Val_es v

11. Water _au_ets F c

12. N_n – w_ter Ru_ning o a n

13. Tu_bi_ Wat_r r d e

14. Pi_e_ p s

15. C_ll _ent_r a C e

16. MWA _n M_bil_
o o e

17. Q&A Game:
Beginners

18. How to play: 1. Separate into group
2. find the correct answer for each question.
3. The group that can answer the question will get 5 points for each question.

19. QUESTION 1:
How many service areas / branches does MWA have? 18

20. QUESTION 2:
How much is the price for 1 to 30 cubic meter consumption for Residential type?
8.50 Thb

21. QUESTION 3:
How much is the price for 1 to 30 cubic meter consumption for business type?
9.50 Thb

22. QUESTION 4:
How much is the service fee for water bill paid at MWA branch?
0 / no Fee

23. QUESTION 5:
How much is the price for a dozen of 600 cc. Papa bottle?
45 Thb

24. QUESTION 6:
What is the number of MWA Call Center?
1125

25. Bangkok, Samutprakarn and Nonthaburi
QUESTION 7:
How many provinces does MWA serve? 3
Bangkok, Samutprakarn and Nonthaburi

26. QUESTION 8:
When did MWA start its operations?
1967
(พ.ศ. 2510)

27. QUESTION 9:
What is the telephone number of MWA head office?

28. QUESTION 10:
What is the name of MWA application on smart phones?
MWA on Mobile

29. Conversation
Beginners

30. Sentence: สอบถามความต้องการจากผู้ใช้น้ำ
- May I help you?
How can I help you?
- What can I do for you?
- How may I help you today?
สอบถามข้อมูลเพื่อตรวจสอบเลขทะเบียนผู้ใช้น้ำ
- Can I have your _______ please?
[ address, name, 8 digit account number etc.]

31. Sentence: ประโยคแจ้งให้รอ (เพื่อจะได้ค้นหาข้อมูล)
- Could you wait a moment please?
Wait a minute please.
- Could you hold on please?
- Just a moment, please.
ประโยคขอบคุณและกล่าวลา
- You’re welcome.
- We are pleased to be at your service.
- Have a nice day.

32. Scenario A Maintenance
Beginners

33. Conversation A: A: __________________________________?
B: There is no water at my house and I would like to know why.
A: __________________________________.
B: My address is 400 Prachachuen Rd., Laksi, Bkk 10210
A: Could you wait a moment please?
A: ____________________________________________
______________________________________________.
B: When will you finish the job?
A: _____________________________________________
_______________________________________________.
B: Thank you so much.
A: ____________________.
[Greetings]
[Asking for information]
[Explain the cause of problem]
[Inform details to customer]
[Conclusion]

34. Conversation A: Conversation A
B: There is no water at my house and I would like to know why.
A: __________________________________.
B: My address is 400 Prachachuen Rd., Laksi, Bkk 10210
A: Could you wait a moment please?
A: ____________________________________________
______________________________________________.
B: When will you finish the job?
A: _____________________________________________
_______________________________________________.
B: Thank you so much.
A: ____________________.
Good morning. Customer Service, How can I help you?
Can I have your address please?
I’ve checked our system. There is an emergency
maintenance at the moment due to pipe bursting.
We are expecting it to be completed around 4 o’clock
this afternoon.
You’re welcome.

35. Scenario B Didn’t get a bill
Beginners

36. Conversation B: A: __________________________________?
B: I did not get a water bill this month. I would like to know why.
A: __________________________________.
B: My number is
A: Let me check it first.
A: ____________________________________________
______________________________________________.
B: How long does it take?
A: _____________________________________________
_______________________________________________.
B: Ok thank you very much.
A: ____________________.
[Greetings]
[Asking for information]
[Explain the cause of problem]
[Inform details to customer]
[Conclusion]

37. Conversation B: A: _____________________________________________?
B: I did not get a water bill this month. I would like to know why?
A: __________________________________.
B: My number is
A: Let me check it first.
A: We just bring your water bill back to correct it because the reader did something wrong but don’t worry about it. We will correct and send the new one to you by post office.
B: How long does it take?
A: It takes about 2-3 days.
B: Ok thank you very much.
A: You’re welcome. Anyway, we apologize for any inconvenience.
Good morning. Customer Service, How can I help you?
May I have your 8 digit registered number please?

38. THANK YOU