intro unit 1: customer service

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Slide 1: Diapositive

EngelsMBOStudiejaar 2

Cette leçon contient 16 diapositives, avec quiz interactifs, diapositives de texte et 4 vidéos.

La 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

In what ways could you be polite to a customer?

Slide 3 - Question ouverte

Slide 4 - Diapositive

Slide 5 - Vidéo

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

Slide 6 - Question ouverte

Slide 7 - Vidéo

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

Slide 8 - Question ouverte

Slide 9 - Diapositive

A visitor is at your desk and the phone rings. What would you do?

Slide 10 - Carte mentale

A visitor on crutches is standing in line. What would you do?

Slide 11 - Carte mentale

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

Slide 12 - Question ouverte

Slide 13 - Vidéo

What went wrong in this conversation?

Slide 14 - Question ouverte

Slide 15 - Vidéo

Have a service desk 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 16 - Diapositive