intro unit 1: customer service

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Slide 1: Diapositive
EngelsMBOStudiejaar 2

Cette leçon contient 19 diapositives, avec quiz interactifs, diapositives de texte et 5 vidéos.

time-iconLa durée de la leçon est: 50 min

Éléments de cette leçon

Slide 1 - Diapositive

What kind of contact do you have with customers at your work/internship?

Slide 2 - Carte mentale

Why do your customers get angry?

Slide 3 - Carte mentale

In what ways could you be polite to a customer?

Slide 4 - Question ouverte

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

Slide 5 - Carte mentale

Slide 6 - Diapositive

Slide 7 - Vidéo

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

Slide 8 - Question ouverte

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

Slide 9 - Question ouverte

Slide 10 - Vidéo

What went wrong in this conversation?

Slide 11 - Question ouverte

Slide 12 - Diapositive

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

Slide 13 - Question ouverte

Slide 14 - Vidéo

Slide 15 - Vidéo

Slide 16 - Vidéo

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 - Diapositive

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

Slide 18 - Question ouverte

Slide 19 - Diapositive