Speaking - Customer Service

• Engels
• MBO
• Studiejaar 1

Lesson 1 - What is customer service all about?

What will you achieve?

1. Give your opinion on customer service.

2. Identify different forms of customer service and compare them.

3. Know new words and how to use them to talk about customer service.

4. link the lesson to your own job.

Source: Business Partner (Pearson)

What is good customer service for you? (think about bank, restaurant, internet provider, etc)

Watch the video

and do the exercises in your Word File

New words

Scan the QR-code and do the activity.

https://www.educaplay.com/learning-resources/5792606-business_english_airline.html

Educaplay word formation

Now match!

Match the word to its definition!

https://www.educaplay.com/learning-resources/5792566-business_english_airline.html

NEW WORDS

BODY LANGUAGE

PREMIUM SERVICE

PERSONAL ATTENTION

NO FRILLS FLIGHT

VIP TREATMENT

EXCLUSIVE FEATURES

BUSINESS CLASS

Which of these items could not be consideren premium service

1. bonus card in a supermarket
2. paper bags in the clothing store
3. VIP lounge in the airport
4. no maintenance fee of your bank account

Give an example of VIP treatment (at an airline company, for example)

What is a no frill flight?

Your turn (See Worksheet)

1. Talk to someone at your company about their customer service policy:

- How do they approach a customer?

- What are the standard procedures to solve a problem?

- Do they have any premium service?

- Does your company have many complaints online?

(don't forget to download the materials for next class in advance)

Sources:

- Business Partner (Pearson)

- Door Engels ( Thieme Meulenhoff)

- HSBC

- KLM