Title LESSON 33 - Sales Complaints, requests and customer service.pdf ✅

B. REQUESTS Request for a refund Could I please have a refund/full refund? Could I please have a refund? I’m really not happy about this. I’d like a refund I want my money refunded immediately. I want to have my money back Request for additional information May we have? May we have further details? Could you elaborate on this? Could you elaborate on how you intend to make this work? Could you provide? Could you provide some extra information on the touch-screen market? Could you give us further details? Could you give us further details on this policy? Ask about a product Could you give me some information? Could you give me some information on your services? What can you tell me about? What can you tell me about this dynamo? What features does it have? What features does this hydraulic press have? What are the specifications? What are the specifications of the switchboard? ROLE PLAY – complaints and requests STUDENT A You just purchase an expensive bottle of perfume online. It has been 2 weeks since the order, but nothing has come yet. You are very angry. Complaint to the seller about the situation. STUDENT B You are the shop assistance. You have sent the product and have the confirmation, but you are not responsible for the delivery. You cannot afford to give refunds. STUDENT A You buy a pair of expensive pair of jeans in a large store, and you get a discount of 50% as there is a sale on it. When you get home and check again, you notice a stain on one STUDENT B You are the shop assistance. You cannot afford refunds to discounted items. Explain to customers that this is the company’s policy.
of the legs. You take them back to the store to exchange them or get your money back. STUDENT A You just buy a brand-new mobile camera. The next day, you notice the camera screen cannot work properly. You return to the store to have it checked or exchange it. STUDENT B You are the shop assistance. You listen to the complaints and ensure that the problem will be fixed in 2 days. SPEAKING PRACTICE Vocabulary Which of the following irritates you the most when dealing with the customer service department? on the phone face to face repairs and refunds • Being put on hold • Speaking to a disinterested person • Choosing a series of options during your call • Finding the customer service number is continuously engaged • Being cut off • Unhelpful customer service personnel • Stressed or indifferent staff • Salespeople with poor product knowledge • Too few staff at peak times • No company policy on customer service or complaints • Delays on repairs • Delays in getting money back • No replacement equipment while repairs are carried out • Poor-quality repairs • Disputes over credit notes, 'proof of purchase', etc. Discussion 1. How important to a company's success is customer care? 2. Is it possible to have too much customer care? 3. In what situations can too much customer service become a problem? Have you ever experienced this?