Business Lesson 7
TEXT 1: APOLOGISING FOR MISTAKES & CUSTOMER SERVICE IDIOMS
John has settled into his new work environment. Unfortunately, today he is experiencing his first customer complaint.
Let’s see if all of John’s training has done him well:
Customer: I am not happy with the quality of your product.
John: I understand your frustration madam; I am taking care of this problem immediately.
Customer: I had to travel all the way from Birmingham just to return it.
John: I apologise for the inconvenience. I’m sure I can take care of this for you in no time at all.
John has done very well. He has said all the right things, and has managed to keep his composure. However, the customer is very persistent.
Customer: Can you hurry up please? I don’t have all day.
John: I assure you that I’m trying my best and working as fast as I can.
Customer: I don’t have the patience to wait right now…
John: Your satisfaction is our top priority madam; would you like to have a seat whilst I process your return?
Customer: That sounds great, thank you, but how much longer will it take?
John is very patient and has used all of his new customer service knowledge to calm down a very unhappy customer.
Let’s see the outcome:
John: I am just finishing up right now. There you are madam, a full refund of £104.
Customer: Thank you very much, I do apologise for being rude earlier, I was very frustrated. When I purchase something, I expect to get my money’s worth.
John: I understand, and no need for an apology. Thank you for bringing this issue to our attention, we appreciate customer feedback about our products. Here is a coupon for 25% off of your next purchase because of the hassle.
Customer: Wow! Thank you very much John. I’m very satisfied now.
John: My pleasure madam; enjoy the rest of your day!
John handled the situation perfectly. Great work John. So you can see yhe importance of Customer Service in the work place.
TEXTE 2: UNSOLVABLE PROBLEMS / ANGRY CUSTOMERS / FOLLOWING UP
Due to his positive attitude and customer service expertise, John is promoted to Customer Service Manager.
On his first day as manager, he encounters his first unsolvable problem. The frustrated customer has entered the store with fire in her eyes and guns blazing.
Customer: I want to speak to a manager right now!
John: At your service madam, how may I help you today?
Customer: I have only been wearing this sweater for a short time and the colour has completely faded. Not to mention that it has shrunk a lot. I want a refund because I’m tired of the poor quality of your company’s products!
John: I understand you’re upset. The sweater is cashmere and therefore extremely delicate. Did you follow the washing instructions on the label?
Customer: I just put it into the washing machine with my other clothes.
John: Okay, I understand. However, cashmere needs to be dry-cleaned. A regular washing machine fades the colour and shrinks the fabric.
Customer: What are you telling me, that this is my fault?
John: Of course not madam, I’m only explaining the washing procedure. Unfortunately it’s not our policy to refund washed or worn items. However, I want to improve this experience for you. Can I offer you an exchange for the same sweater? This way you can enjoy the product you originally paid for and also stay within our company’s policy.
Customer: Yeah… That seems fair. Okay, I will accept the exchange. Thank you for your help.
John: No thank you needed, I’m glad I could be of service to you.
Thankfully, the customer was reasonable and accepted John’s suggestion. However, one important step still remains. John must follow up with the customer.
John: Hello, Mrs. Walker? This is John from Harrod’s. How has the new sweater been treating you?
Customer: John, hello! It’s great, thank you very much for the washing advice.
John: That’s great to hear, did you have any questions about the sweater, or maybe some washing instructions for other items?
Customer: No, thankfully I have learned to read instructions carefully. I appreciate you following up with me. And I look forward to seeing you again soon at Harrod’s.
John: Likewise Mrs. Walker, have a great weekend!
Customer: You too John! Take care.
Vocabulary List of TEXT 1
the work environment
a full refund
to apologise for
to settle into a new job
to experience something
it did him well
to return an item
to keep one’s composure
to hurry up
to not have all day
to try one’s best
to process a return
to calm someone down
to finish up
to bring an issue to someone’s attention
to handle a situation well
Vocabulary List of TEXT 2
on the label
washed or worn items
an exchange for
to be promoted
with her eyes in fire and guns blazing
to wear a sweater
to be dry-cleaned
to fade the colour
to shrink the fabric
to follow up with the customer