intro unit 1: customer service

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Slide 1: Slide

EngelsMBOStudiejaar 2

This lesson contains 16 slides, with interactive quizzes, text slides and 4 videos.

Lesson duration is: 50 min

Items in this lesson

Slide 1 - Slide

What kind of contact do you have with customers at your work/internship?

Slide 2 - Mind map

In what ways could you be polite to a customer?

Slide 3 - Open question

Slide 4 - Slide

Slide 5 - Video

Rewrite the receptionist's questions (name, surname, age, adress) but start the sentence with 'could'.

Slide 6 - Open question

Slide 7 - Video

What help could the receptionist have done better in the conversation with the mother and child?

Slide 8 - Open question

Slide 9 - Slide

A visitor is at your desk and the phone rings. What would you do?

Slide 10 - Mind map

A visitor on crutches is standing in line. What would you do?

Slide 11 - Mind map

Things to ask if a customer wants a membership to the swimming pool.

Slide 12 - Open question

Slide 13 - Video

What went wrong in this conversation?

Slide 14 - Open question

Slide 15 - Video

Have a service desk conversation

Welcome the customer.

Ask how you can help.

(Appointment-Product-Service-Directions-Advice-Complaint)

Ask the right questions to get information.

Use information to help the customer.

Ask if the customer is satisfied with the result.

Say goodbye to the customer/visitor.

Slide 16 - Slide