1. Customer support Which way do you like to deal with customer problems – by email, face-to-face or by phone? Or with a mixture of all three?

2. Don’t worry. I’ll remember to do that for you! I’m afraid I can’t help. You’ll have to speak to our sales department. Their number is … Hi there! Karl calling. I’ve got some good news … No one has ever complained about this before! I’m sure we can sort it out. Here are six things customer service staff said over the phone. What’s wrong with them? How could you improve them? Good morning, how can I help you?

3. Excuse me, so what you are saying is that your computer keeps crashing when you’re using Excel? Is that correct? I’m afraid I can’t help on this but, if you give me your name and number, I’ll make sure someone who can help gets back to you today. I see … really! … oh, dear … I understand … uh huh … I’m sorry to hear that. I really am very sorry about this. Here are four things customer service staff said on the phone. Why are they good?

4. Internet research Look up ‘active listening’ on the Wikipedia website at: www.wikipedia.org www.wikipedia.org Wikipedia, which is an online free-content encyclopedia, is a great source of information when doing research on the Internet.

6. In paragraph A, what word tells you that the Indian workers are well educated? In paragraph B, which word means ‘the people who work for a company’? In paragraph C, which phrase indicates Ron Harley is angry about the proposal? In paragraph D, which word means ‘agreement’? In paragraph E, which word means ‘cutting’? In paragraph F, which word tells you that the training cost is very, very high for Indian workers? In paragraph G, which phrase shows Indian call-centre operators understand their situation? In paragraph H, which word means ‘boring and repetitive’? At the end of the line

7. Dear Mr Hurst, Thanks for your email of 12 September. I am afraid you have mistaken me for my cousin, who attended Manchester Business School in 1998. I am very pleased to learn that the TV set is still under guarantee. Unfortunately, I no longer have the original packaging, so I think it would be preferable if I deliver the TV directly to your repair centre after work. Could you possibly let me know the opening hours? Cheers, Jane Roebotham Hi Margaret, Thanks for your email. I wasn’t sure if you’d remember me – it was quite a party, wasn’t it? Funnily enough, I will be in town next Thursday so perhaps we could have that drink? I would be very grateful if you could let me know if you are free around 6.30? Looking forward to seeing you. James P.S. I would like to express my gratitude for your help with the computer. I’m getting it fixed tomorrow.

8. Dear Miss Roebotham, I am writing with reference to the repair of your Goodson TV750. Our Manchester repair centre is open from 9am to 6pm from Monday to Saturday. I’ve attached a leaflet with the details and a map. Hope this helps. Yours sincerely, Max Hurst. Please accept my apologies for confusing you with your cousin. James, Re next Thursday. It will be lovely to see you. Actually, my husband will be in Indonesia that week, so I need to be at home to look after the cats. I was wondering if you would mind coming over to our place? I’ve attached a map – get back to me if it’s not clear. Your sincerely, Margaret