Unit 7 Business Partner

• Engels
• MBO
• Studiejaar 4

Review Unit 7 Customer Service

What do you think of the way the flight attendant dealt with the customer?

Customer service 7.1

Choose the correct option in italics to complete the sentences.

Review unit 7

Vocabulary, functional language, grammar

1 Our premium/ 'no-frills' service offers cutsomers extra quality
and features

2. We also offer class/priority boarding so you can board the plane
before other passengers.

3. His body/business language showed he felt uncomfortable - he
kept moving around.

4. We like the personal/priority attention we get
from the staff.

5. We finally reached a very satisfactory/satisfied
conclusion.

6. The job is very undemanding/demanding
and stressful, so I get very tired.

7. They were apologetic/apologise about the mistake and
gave us a free flight.

8. John's handling/handle of the problem was
really good.

7.2 Verb + to- infinitive or - ing

Complete the sentences with the correct form of the verb in brackets.

1. I don't like _____(wait) a long time for someone to
answer the phone.

2. We can't afford __________(waste) time.

3. We can't avoid ___________(make) changes to
the company structure.

4. They forgot ________(pay) their energy bill last week.

5. Do you remember _______(sign) the contract with the supplier last year?

6. The company agreed __________(refund) customers' money.

7. He failed __________(tell) his boss what he was doing.

8. Joanna didn't want _________(find) a new job.

9. The Phone kept ________(ring) all day.

10. He promised __________(help) me finish the report.

2. Complete the paragraph with the correct preposition.

Sophie was always anxious 1.____travelling.

She usually travelled by train, but was never satisfied 2______the service on them.

Nearly every time she travelled, she complained 3._______the train company.

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. 

7.4 Discussing and presenting ideas.

Choose the correct option in italics to complete the text.

We think that it's important to have competent staff so I think the first thing we 1. need/ should do is

is brainstorm as many ideas as possible and we 2. want/suggest everyone writes them down.

3. Otherwise/Basically, it's about getting as many ideas as possible.

Then we can see what we all 4 come/ get up with.

5 What/ That we want to do is make sure that we really think through all the ideas before we choose.

7.5 External 'thank you' email.

6. There are seven incorrect words in the email. Write the correct words.

We are 1.sending to thank you and your staff 2.with your help with organising our conference.

I would also like to 3.make this opportunity to thank Ms Anita Freund who was especially 4.unhelpful.

The conference ran very smoothly despite a few initial problems, which your staff 5.handled out very quickly.

Thank you again for all your excellent work and we look forward to working with you again 7. at the future.