CustomersCustomers11

Companies need customers.

Some companies provide goods such as clothes, cars and food.

Other companies provide services, for example insurance, banking, information technology or training,

Companies wantCompanies want repeat businessrepeat business,,

in other words,in other words,

they want customers to they want customers to buybuy from them from them againagain and and again.again.

To winTo win customer loyaltycustomer loyalty,, many companies have a many companies have a code of practicecode of practice,, or set of or set of rules, forrules, for customer carecustomer care.. Leisure Pool

The Leisure Pool includes a wave pool, children’s play zone, spa, steam and sauna.

For the safety of all patrons, children aged 5 - 8 must be accompanied by an adult at least 16 years. Children under 5 must have an adult with them in the water.

Monday - Friday 6:00am - 9:00pm Weekends & Public Holidays 7.00am - 8.00pm

The code of practice The code of practice explains what the customer explains what the customer can expect of the company.can expect of the company.

Customers can Customers can complaincomplain about about thethe serviceservice,, or or help, they receive help, they receive and the goods and the goods they buy.they buy.

1. 1. What does this company offer the What does this company offer the customer?customer?

First DirectFirst Direct is the UK's is the UK's leading 24 hour leading 24 hour personal telephone personal telephone bank.bank.

Our personal service Our personal service lets you take care of all lets you take care of all your banking needs by your banking needs by telephone, at a time and telephone, at a time and place to suit you, 24 place to suit you, 24 hours a day, 365 days a hours a day, 365 days a year.year.

You can call to check You can call to check your balance, pay a bill, your balance, pay a bill, discuss a personal loan or discuss a personal loan or increase yourincrease yourVisa Card limit. Visa Card limit.

All calls from within the All calls from within the UK are charged at local UK are charged at local rates.rates.

1. 1. What does this company offer the What does this company offer the customer?customer?

The IKEA Business Service Package

IKEA Business offers a full range of services to professional customers, companies andorganisations. Our trained staff can help witheverything from individual workstations, toplanning a complete office. As an IKEABusiness customer you can purchase from thespecialist Business Catalogue, or from thecomplete range in the store. Optional deliveryand assembly services are available on request.Enquire at the store for more details.

IKEA DESIGNBeauty and function are important when designing IKEA products and so are quality and price.

A customer waits in a queue for ten minutesA customer waits in a queue for ten minutes. . A B C DA B C D

The phone rings eight times before someone in the The phone rings eight times before someone in the company answers it. company answers it. A B C DA B C D

A customer phones a company. The person who A customer phones a company. The person who answers does not have the information to answer the answers does not have the information to answer the customer's question, but tries to answer it. customer's question, but tries to answer it. A B C A B C DD

WHAT MAKES GOOD CUSTOMER CARE?WHAT MAKES GOOD CUSTOMER CARE?A = Excellent B = Good C = fair D = PoorA = Excellent B = Good C = fair D = Poor

Situation I

Situation 2

Situation 3

A company answers customers' letters in A company answers customers' letters in five working days. five working days.

A B C DA B C D

A customer makes a complaint. The A customer makes a complaint. The company employee takes all the details, company employee takes all the details, apologizes and promises to take action. apologizes and promises to take action.

A B C DA B C D

Situation 4

Situation 5

WHAT MAKES GOOD CUSTOMER CARE?WHAT MAKES GOOD CUSTOMER CARE?A = Excellent B = Good C = fair D = PoorA = Excellent B = Good C = fair D = Poor

2. Listen to a man talking about 2. Listen to a man talking about customer care. customer care.

Which of the situations is he describing? Which of the situations is he describing? Does he think this is good customer care? Does he think this is good customer care? What do you think?What do you think?

Situation I

Situation 2

Situation 3

Situation 4

Situation 5

Language Focus: Language Focus: Direct and indirect question formsDirect and indirect question forms

Tim Saunders wants to join a health and fitness club. He Tim Saunders wants to join a health and fitness club. He phones Hi-tone Health and Fitness Centre. phones Hi-tone Health and Fitness Centre.

Listen and answer the questions.Listen and answer the questions.

1. What is good about the customer service 1. What is good about the customer service

Tim Saunders receives?Tim Saunders receives?

2- Do you have any criticisms of the customer 2- Do you have any criticisms of the customer service?service?

1.1. What is good about the What is good about the customer service Tim customer service Tim Saunders receives?Saunders receives?

2. Do you have any criticisms 2. Do you have any criticisms of the customer service?of the customer service?

CustomersCustomers

TIM SAUNDERS

Good afternoo, High-Tone Health and Fitness Center,

How may I help you?

CustomersCustomers

TIM SAUNDERS

• I’m thinking of joining a fitness centre.

• Could you give me some information about High-Tone?

•Yes, of course

•Is it just for you?

•OK.

• So first of all,

could you tell me how much it

costs?

•Yes

FACILITIES:

•Fully equipped gim

•Saunas

•Steam bath

•Swiming pool.

•Squash courts

PRICES: £ _______ for year.

OPENING HOURS

Monday - Sunday

From 6:30 a.m to 10:00 pm.

Pay in monthly installments.

FACILITIESFACILITIESFACILITIES:

•Fully equipped gim

•Saunas

•Steam bath

•Swiming pool.

•Squash courts