intro unit 1: customer service

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Slide 1: Slide
EngelsMBOStudiejaar 2

This lesson contains 19 slides, with interactive quizzes, text slides and 5 videos.

time-iconLesson 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

Why do your customers get angry?

Slide 3 - Mind map

In what ways could you be polite to a customer?

Slide 4 - Open question

Do you know how to react to an angry customer? Use one or two words!

Slide 5 - Mind map

Slide 6 - Slide

Slide 7 - Video

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

Slide 8 - Open question

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

Slide 9 - Open question

Slide 10 - Video

What went wrong in this conversation?

Slide 11 - Open question

Slide 12 - Slide

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

Slide 13 - Open question

Slide 14 - Video

Slide 15 - Video

Slide 16 - Video

Have a customer 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 17 - Slide

What were the first two steps of handling the angry customer?

Slide 18 - Open question

Slide 19 - Slide