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Unit 7 Business Partner
Review Unit 7 Customer Service
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Slide 1:
Slide
Engels
MBO
Studiejaar 4
This lesson contains
41 slides
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interactive quizzes
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and
1 video
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Items in this lesson
Review Unit 7 Customer Service
Slide 1 - Slide
Slide 2 - Video
What do you think of the way the flight attendant dealt with the customer?
timer
1:00
Slide 3 - Open question
Customer service
7.1
Choose the correct option in italics to complete the sentences.
Slide 4 - Slide
Review unit 7
Vocabulary, functional language, grammar
Slide 5 - Slide
1 Our premium/ 'no-frills' service offers cutsomers extra quality
and features
timer
0:30
Slide 6 - Open question
2. We also offer class/priority boarding so you can board the plane
before other passengers.
timer
0:30
Slide 7 - Open question
3. His body/business language showed he felt uncomfortable - he
kept moving around.
timer
0:30
Slide 8 - Open question
4. We like the personal/priority attention we get
from the staff.
timer
0:30
Slide 9 - Open question
5. We finally reached a very satisfactory/satisfied
conclusion.
timer
0:30
Slide 10 - Open question
6. The job is very undemanding/demanding
and stressful, so I get very tired.
timer
0:30
Slide 11 - Open question
7. They were apologetic/apologise about the mistake and
gave us a free flight.
timer
0:30
Slide 12 - Open question
8. John's handling/handle of the problem was
really good.
timer
0:30
Slide 13 - Open question
7.2 Verb + to- infinitive or - ing
Complete the sentences with the correct form of the verb in brackets.
Slide 14 - Slide
1. I don't like _____(wait) a long time for someone to
answer the phone.
timer
0:45
Slide 15 - Open question
2. We can't afford __________(waste) time.
timer
0:45
Slide 16 - Open question
3. We can't avoid ___________(make) changes to
the company structure.
timer
0:45
Slide 17 - Open question
4. They forgot ________(pay) their energy bill last week.
timer
0:45
Slide 18 - Open question
5. Do you remember _______(sign) the contract with the supplier last year?
timer
0:45
Slide 19 - Open question
6. The company agreed __________(refund) customers' money.
timer
0:45
Slide 20 - Open question
7. He failed __________(tell) his boss what he was doing.
timer
0:45
Slide 21 - Open question
8. Joanna didn't want _________(find) a new job.
timer
0:45
Slide 22 - Open question
9. The Phone kept ________(ring) all day.
timer
0:45
Slide 23 - Open question
10. He promised __________(help) me finish the report.
timer
0:45
Slide 24 - Open question
2. Complete the paragraph with the correct preposition.
Slide 25 - Slide
Sophie was always anxious 1.____travelling.
timer
0:30
Slide 26 - Open question
She usually travelled by train, but was never satisfied 2______the service on them.
timer
0:30
Slide 27 - Open question
Nearly every time she travelled, she complained 3._______the train company.
timer
0:30
Slide 28 - Open question
7.3 Functional language
Responding to customer concerns
4 Complete the conversation using the phrases given. There are two phrases you do not need to use.
Slide 29 - Slide
timer
2:00
Slide 30 - Slide
7.4 Discussing and presenting ideas.
Choose the correct option in italics to complete the text.
Slide 31 - Slide
We think that it's important to have competent staff so I think the first thing we 1. need/ should do is
timer
0:30
Slide 32 - Open question
is brainstorm as many ideas as possible and we 2. want/suggest everyone writes them down.
timer
0:30
Slide 33 - Open question
3. Otherwise/Basically, it's about getting as many ideas as possible.
timer
0:30
Slide 34 - Open question
Then we can see what we all 4 come/ get up with.
timer
0:30
Slide 35 - Open question
5 What/ That we want to do is make sure that we really think through all the ideas before we choose.
timer
0:30
Slide 36 - Open question
7.5 External 'thank you' email.
6. There are seven incorrect words in the email. Write the correct words.
Slide 37 - Slide
We are 1.sending to thank you and your staff 2.with your help with organising our conference.
timer
1:00
Slide 38 - Open question
I would also like to 3.make this opportunity to thank Ms Anita Freund who was especially 4.unhelpful.
timer
1:00
Slide 39 - Open question
The conference ran very smoothly despite a few initial problems, which your staff 5.handled out very quickly.
timer
1:00
Slide 40 - Open question
Thank you again for all your excellent work and we look forward to working with you again 7. at the future.
timer
1:00
Slide 41 - Open question
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