customer service - megaforcaldas · pdf filereferencial de formação: 341023 -...

Dossier Técnico Pedagógico Projecto: 5742/2008/22 Acção: 5742/2008/22-341023-7-1 Área de Formação: 341. Comércio Itinerário de Formação: 34101. Práticas Técnico - Comerciais Referencial de Formação: 341023 - Empregado/a Comercial Nível de Formação: 2 Modalidade de Formação: EFA – NB Local de Formação: Caldas da Rainha

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Recurso Didáctico

Formador[a] Inês Carreira

UFCD / UC Língua Inglesa – Atendimento no Pós-Venda

Data Dezembro 2009

Contextualização / Objectivos Consolidar e alargar o vocabulário

relacionado com o Atendimento

Orientação Pedagógica

CUSTOMER SERVICE

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as

many new customers as you want, but unless you can get some of those customers to come back, your business

won’t be profitable for long.

Good customer service is all about bringing customers back. And about sending them away happy – happy

enough to pass positive feedback about your business along to others, who may then try the product or service

you offer for themselves and in their turn become repeat customers.

If you’re a good salesperson, you can sell anything to anyone once. But it will be your approach to customer

service that determines whether or not you’ll ever be able to sell that person anything else. The essence of

good customer service is forming a relationship with customers – a relationship that that individual customer

feels that he would like to pursue.

How do you go about forming such a relationship? By remembering the one true secret of good customer

service and acting accordingly; “You will be judged by what you do, not what you say.”

iF you truly want to have good customer service, all you have to do is ensure that your business consistently

does these things:

1) Answer your phone.

Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking

up the phone when someone calls your business.


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2) Don’t make promises unless you WILL keep them.

Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say,

“Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise,

don’t say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise –

because nothing annoys customers more than a broken one.

3) Listen to your customers.

Is there anything more exasperating than telling someone what you want

or what your problem is and then discovering that that person hasn’t

been paying attention and needs to have it explained again?

4) Deal with complaints.

No one likes hearing complaints, and many of us have developed a

reflex shrug, saying, “You can’t please all the people all the time”.

Maybe not, but if you give the complaint your attention, you may be able to please this one person this one

time - and position your business to reap the benefits of good customer service.

5) Be helpful - even if there’s no immediate profit in it.

The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my

watch band together. When I explained the problem, the proprietor said that he thought he might have one

lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I’ll go

when I need a new watch band or even a new watch? And how many people do you think I’ve told this story

to?

6) Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable.

Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn’t)

regularly. Most importantly, give every member of your staff enough information and power to make those

small customer-pleasing decisions, so he never has to say, “I don’t know, but so-and-so will be back at...”


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7) Take the extra step.

For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in

Aisle 3.” Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs.

Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so

to you, but people notice when people make an extra effort and will tell other people.

8) Throw in something extra.

Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine

smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be

large to be effective.

If you apply these eight simple rules consistently, your business will become known for its good customer service.

And the best part? The irony of good customer service is that over time it will bring in more new customers than

promotions and price slashing ever did!

Unfortunately, mistakes sometimes happen. When this is the case, customer service representatives need to

handle consumers' complaints. It's also important for customer service reps to gather information to help resolve

the problem. The following short dialog provides some helpful phrases to deal with complaints:

Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not

satisfied with my new computer. I'm having a lot of problems.

Customer Care Representative: What seems to be the problem?

Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my

word-processing software.

Customer Care Representative: Did you read the instructions that came with the computer?

Customer: Well, yes. But the troubleshooting section was no help.

Customer Care Representative: What happened exactly?

Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement.

Customer Care Representative: How were you using the computer when you tried to connect to the Internet?


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Customer: I was trying to connect to the Internet! What kind of question is that?!

Customer Care Representative: I understand you're upset, sir. I'm just trying to understand the problem. I'm

afraid it's not our policy to replace computers because of glitches.

Customer: I bought this computer with the software pre-loaded. I haven't touched anything.

Customer Care Representative: We’re sorry that you’ve had a problem with this computer. Could you bring in

your computer? I promise you we'll check the settings and get back to you immediately.

Customer: OK, that will work for me.

Customer Care Representative: Is there anything else I need to know about this that I haven’t thought to ask?

Customer: No, I'd just like to be able to use my computer to connect to the Internet.

Customer Care Representative: We'll do our best to get your computer working as soon as possible.

Key Vocabulary

customer service representatives (reps)

gather information

resolve the problem

deal with complaints

not our policy

troubleshoot

glitch

Key Phrases

What seems to be the problem?

What happened exactly?

I'm afraid it's not our policy to ...

I promise you I'll ...

Did you read the instructions that came with the...?

How were you using the...?

I understand you're upset, sir.

I'm just trying to understand the problem.

We’re sorry that you’ve had a problem with this product.

Is there anything else I need to know about this that I haven’t thought to ask?


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OUT OF STOCK


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ROLE PLAY 1

CUSTOMER

One of your Soundblaster computer speakers has

broken. You go into Dickinson’s, and you’re in luck!

There is one computer speaker left on the shelf. It’s

the same model and colour as yours. The price is

£19.95 for 2. Take it to the checkout and buy it.

ASSISTANT/ MANAGER

There is only one Soundblaster computer speaker left.

However, you can only sell them in pairs. The price

for two is £19.95. Also... The credit card machine is

broken. Don’t sell anything without a receipt. You

don’t have any paper for the receipt machine.

ROLE PLAY 2

CUSTOMER

You bought a cartridge for your computer printer

from Dickson’s yesterday for £8.35. Unfortunately,

when you got home and opened it, you found it was

the wrong size. Take it back to the store and try to

get a refund. The cartridge you need costs £8.60.

ASSISTANT/ MANAGER

A costumer will bring a printer cartridge back today,

but the package has been opened. No refunds can

be given if the cartridge has been opened. Offer to

exchange the product for something else. However...

your manager is away today, and you don’t know hot

to enter exchanges into the till. Tell the customer to try

to find something at exactly the same price: £8.35.

(In fact, the only item for this price is a mobile phone

battery.)


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WHEN YOU RETURN AN ITEM TO A SHOP

1. Read the dialogue.

A : Can I help you?

C : Yes. I’d like to return these jeans.

A : May I ask why you’re returning them?

C : I bought them for my son, but they’re too short.

A : Do you have the receipt?

C : Yes, here it is.

A : I’m sorry. These jeans were on sale. There are no refunds on

sale items. You can exchange them for something else or we can give

you a credit note.

C : Do you have the jeans in a larger size?

A : Let me check.[a minute later] I’m afraid they have sold out.

C : Okay, I’ll take a credit note. How long is it good for?

A : It’s good for a year.

C : Okay. I’ll come back next week and see if I can find something

else he might like.


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2. Work with your partner. Role-play the dialogue, substituting the different expressions below. Then

reverse roles.

Can I help you? Yes, I’d like to return this top.

May I help you? Yes, I want to return this jacket.

May I ask why you’re returning it?

Can I ask why you’re returning it?

I bought it for my son, but it’s too small.

My husband / It doesn’t fit.

My daughter / She didn’t like the colour.

My friend. / She didn’t like the style.

Do you have the receipt?

There are no refunds on sale items.

We don’t give refunds if the items were on sale.

We don’t give you your money back if the item was on sale.

Do you have the top in a larger size/ a smaller size/ in a different colour.

3. Match the words or expressions below with the correct meaning on the right.

1. return

2. on sale

3. sold out

4. refund

5. exchange

6. receipt

7. valid

8. for sale

9. see if I can find

10. credit note

a. available to buy

b. give back

c. swap

d. no more available to buy

e. proof of purchase

f. reduced price

g. look for

h. give back money

i. able to use

j. note allowing customer to purchase goods to the value specified


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4. Now try it yourself. Complete the dialogue below with appropriate expressions:

A : ______________________________________________________________?

C : Yes. __________________________________________________________.

A : _________________________________________why you’re returning them?

C : I bought them for ________________________________________________

A : Do you have your _______________________________________________?

C : Yes, here it is.`

A : I’m sorry. These jeans were ________________________________________. You can exchange them for

something else or we can give you a credit note.

C : Do you have the ___________________________________________________?

A : _________________________________________________________________ .

(a minute later)

C : Okay, I’ll take a credit note. __________________________________________?

A : It’s ______________________________________________________ for a year.

C : Okay. I’ll come back next week and see if I can find something else he might like.


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0

DEALING WITH PROBLEMS

1. Match the problems 1-6 to a suitable response.

a. They’ve forgotten to send a price list with this

catalogue.

b. This manual’s in Japanese!

c. We ordered 100 disks. There are only 50 here.

d. The motor is damaged!

e. I don’t think this invoice is right.

f. The photocopier’s broken down again.

1. I’ll ask them to send us the English one.

2. Don’t worry. I’ve phoned the engineer. He’s

coming this afternoon.

3. I’ll send it back and get them to replace it.

4. Oh, it’s out of print at the moment.

5. I’ll phone Accounts.

6. It’s OK. The rest are coming later.

2. Underline the correct future form in italics.

A: Hello. David Watkins speaking.

B: Oh, I’m trying/ I’ll try to reach Ms North.

A: She’s in a meeting. Could I help?

B: I want to place a large order and I’d like to discuss discount and delivery terms. Could I arrange a meeting

with her for next week?

A: Of course. I’m checking/ I’ll check her diary. When would you like to see her?

B: Is next Tuesday at 3 OK?

A: She’s going/ She’ll go to the new factory that afternoon. How about Wednesday at 10?

B: That’s fine. Wednesday at 10.

A: Could I have your name please?

B: Yes, it’s Jenkins. Sandra Jenkins.

A: Fine, I’m sending/ I’ll send you a letter to confirm the meeting.

B: By the way, could you send me a copy of your catalogue?

WILL (decisions made at the time of speaking)

I’ll (will) send them back.

I’ll wait for you. I won’t go (will not) go yet.

PRESENT PROGRESSIVE (arrangements you’ve already made)

He’s coming this afternoon.

You aren’t seeing her today. You’re seeing her tomorrow morning.


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1

A: Yes, of course. I’m sending/ I’ll send you a copy today.

B: I’d also like information about prices.

A: OK: I’m enclosing/ I’ll enclose a copy of our price list.

B: Thanks very much. I look forward to seeing Ms North next week. Good bye.

A: Goodbye.

COMPLAINING AND APOLOGIZING ON THE PHONE

1. Read this article about telephone manners and complete it with these sentences.

a. Never begin your sentences with No.

b. I’ll see what I can do.

c. Here’s how we handle that. Please call or write to...

d. I’ll just check for you.

e. I’ll put you on hold for a minute. Is that all right?

2. Read this conversation and complete it with the words in the box.

� sorry � line � calling � refund

� sent � seems � mistake � delivery

� check � ordered � problems � order

A lot of business is lost because of the way customers are treated on the phone. The Telephone Doctor, a

company which gives workshops and seminars on how to improve employees’ telephoning skills, gives the

following advice: Teach your employees the five forbidden phrases – and make sure they never use them.

1. “I don’t know.” Say instead: “____________________________________________________________”

2. “We don’t (or can’t) do that.” Try to offer an alternative or say:

_____________________________________________________________________________________”

3. “You must...” Never say that. Instead tell the customer what needs to be by saying:

“____________________________________________________________________________________”

4. “Hang on a second, I’ll be right back.” Replace this with:

“______________________________________________________________________”

5. “No...” _________________________________________________________________


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2

JONES:

LEE:

JONES:

LEE:

JONES:

LEE:

JONES:

Sales Department. Samantha Jones speaking.

Hello, this is Mike Lee from Meyers. I’m ________________ about our order for

computer disks. There ______________ to be a _____________. We

________________ article number 495 H4 and you _____________ article 594

8F.

Just a moment. Could I have the ______________ number?

Let’s see... It’s DD303.

Hold the ____________, please, I’ll just ____________ it... I’m very

____________, but we’ve had some _____________ in the Dispatch Department.

Could you return the disks? Of course we’ll ______________ the costs.

Fine, but when can I expect ______________ of the correct disks?

I’ll make sure you get them by the end of the week.

Study these examples.

Saying what the problem is

There seems to be a mistake.

Asking for more details

Could I have the order number?

Giving information

Let’s see. It’s 36128.

Giving the reason for the problem

I’m very sorry. We’ve had problems with our supplier.

There’s been a delay with the printers.

Asking when they can deliver

When can I expect deliver?

It’s urgent. I need it by tomorrow morning.

Apologizing and saying what you will do

I’m very sorry. I’ll look into it.

see what I can do.


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Practise this conversation with a partner.

Say what the problem is.

Ask for more details.

Give order details.

Check order and explain what the problem is.

Ask when you can expect delivery.

Apologize and say what you will do.

LETTERS OF COMPLAINT

1. The following extracts are from two different letters, a letter making a complaint and a letter of reply,

but they have got mixed up. Put them in the right order to produce two correct letters.

1. When one of my guests arrived the waiter sat her at the

wrong table. Later, the same waiter spilt a few drops of red

wine on another guest’s trousers. The final embarrassment was

when the waiter presented the bill to one of my guests instead of

me.

7. I had invited four clients to join me for

lunch in your restaurant, where I had

expected to receive the best service.

Unfortunately, I have a number of

complaints.

2. As a token of our regret I enclose a

voucher for an evening meal for two

people and hope to welcome you

personally in the near future.

8. I am afraid that we were experiencing staff problems during

this period and had an inexperienced waiter working in the

restaurant. He has since left and we are happy to say that we now

have only fully qualified waiters serving our customers.

3. I am writing to complain about the

service I recently received in your

restaurant while on a business trip.

9. I feel that this is not the professional service which I expect from

a top restaurant and I know that you will wish to ensure that it

does not happen again.

4. Yours sincerely

Pierre Lancel

Restaurant Manager

10. Dear Mr Strang

5. Yours faithfully

Raymond Strang

Sales Manager

11. I was very sorry to read of the problems which you

experienced in our restaurant on your recent visit.

LETTER OF COMPLAINT LETTER OF REPLY


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2. Samantha is worried that she will lose PCPower’s business. Read her letter and complete it with the

words in the box.

� apologize � customers � manufacturers

� order � problems � products

Computer Supplies Pty 22 Park Street

Abbotsford 3067 Victoria

Tel: +61 39429 1713 e-mail: [email protected]

Website: www.compsupplies.com.au

21st September 2009

PCPower

31 Albert Street

Footscray

VIC 3011

Dear Lesley

Thank you for your call concerning (1) ____________________________________.

We’ve had (2) __________________________ with our Dispatch Department, and there have also been

delays from the (3) ______________________ of the Techno range of (4) _________________________. We (5)

______________________ for this.

We wish to give our (6) _________________________ the best service possible, and look forward to

serving you in future.

Yours sincerely

Samantha Jones

Samantha Jones

Sales Department


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3. Linking words and phrases are used in complaints to explain your case clearly and carefully. Complete

the words/ phrases from the box.

� Above all � Nevertheless � Even though � Finally

� In addition � In conclusion � In fact � In particular

� Firstly � In reality � Therefore � Furthermore

� However � In spite of the fact � Taking everything

into consideration

� As a result

1. Adding another point (like and)

2. Listing points

3. Making a contrast (like but)

4. Making a contrast (like although)

5. Giving the consequence (like so)

6. Giving the most important

example

7. Saying what the real situation is

8. Introducing the final paragraph


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4. Circle the most appropriate words or phrases in the email.

I am writing to complain about the poor service we received from your company. Firstly/ Therefore, the

goods you sent were not the ones we ordered. Our order dated 16 September clearly stated that we

wanted 1,000 t-shirts. In particular/ However, we only received 800. Nevertheless/ Furthermore, we asked

you to print our company logo in the top left corner of the shirts and you have printed it in the centre.

To make matters worse, your staff was very unhelpful when I called. Even though/ Above all, no-one took

responsibility to sort out the problem – I was simply passed from person to person. In fact/ In addition,

after 30 minutes I gave up in frustration and ended the call.

The whole matter was treated by your staff as though it was completely unimportant, in spite of the fact

that/ therefore we have been your customers for more than five years. In particular/ As a result, we are

considering stopping all future business with your company.

Taking everything into consideration/ in reality, we must insist on an immediate replacement order, to

reach here within 14 working days, at no cost to ourselves.

5. Email 1 below is a formal apology, email 2 is an informal apology. Complete the emails by choosing

the correct alternatives below. The phrases are in the same order as they appear in the emails.

1/ 11

2/ 12

3/ 13

4/ 14

5/ 15

6/ 16

7/ 17

8/ 18

9/ 19

10/ 20

for/ on behalf of

unprofessional conduct/ unfortunate behaviour

Please accept my sincere apologies for/ I’m really sorry for

You can be sure that/ You have my assurance that

sort out the problem/ resolve the matter to your satisfaction

I’ll/ We will

To compensate for the inconvenience caused/ As a friendly gesture

about what happened/ regarding the incident

If you have any further queries/ If there’s anything else

please call/ do not hesitate to call me


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6. Match the beginnings of the sentences (1-10) with the endings (a-j).

1. Please accept my

2. We’re having a temporary problem

3. We’re doing everything we can to

4. Can you leave it

5. I’ll look into the matter urgently

6. I’ll send you

7. We are sending you a small gift

8. I can assure you that

9. I apologize again

10. If you have any further queries, do not

a. a replacement immediately.

b. and get back to you tomorrow.

c. as a gesture of goodwill.

d. for any inconvenience this has caused.

e. hesitate to contact me.

f. resolve the issue/ sort it out.

g. sincere apologies.

h. this will not happen again.

i. with me for a day or two?

j. with our software.

Now check the answers, then cover the right column and try to remember the endings.

7. Rewrite the sentences below with the correct word order.

1. Thank you very much/ this matter/ for bringing/ to my attention

______________________________________________________________________________

2. I was/ very/ experienced/ to learn/ about/ the problems/ about/ you concerned

______________________________________________________________________________

3. I will look into/ and get back/ the matter/ to you/ within the next few days

______________________________________________________________________________

4. Once again,/ accept our apologies/ please/ caused/ for the inconvenience

______________________________________________________________________________

5. Having looked into/ in detail/ this matter/ I can be/ I regret/ of no further assistance

______________________________________________________________________________


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ONLINE SHOPPING COMPLAINT LETTER

Use these sample letters to make a complaint about your online shopping or catalogue shopping orders. You

can adapt the text if you are making your complaint by email or through the online shop or catalogue

company's website.

A. Rejecting a faulty item and getting a refund

Your address

Company/ supplier address

Dear

(Reference: contract number)

On (date) I placed an order for a (item) and this was delivered on (date).

I have discovered that the (item) has the following problem: (give details).

The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described of

satisfactory quality and fit for purpose. As you are in breach of contract I am rejecting the (item) and request

that you refund the sum paid to you of (£xxx).

I also require you to confirm whether you will arrange for the (item) to be collected or will reimburse me for

the cost of returning it.

I look forward to hearing from you in the next seven days.

Yours sincerely


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B. Asking the online shop or home shopping company to repair or replace a faulty item

Your address

Company/ supplier address

Dear

(Reference: contract number)

On (date) I placed an order for a (item) and this was delivered by you on (date).

I have discovered that the (item) has the following problem: (give details)

The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described, of

satisfactory quality and fit for purpose. As you are in breach of contract I am entitled to have the (item)

(repaired/replaced) and I would request that you confirm that you will do this within the next seven days.

I also require you to confirm whether you will arrange for the (item) to be collected or will reimburse me for

the cost of returning it.

I look forward to hearing from you.

Yours sincerely

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