9.customer service

7/27/2019 9.Customer Service

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1Copyright 2009. This eBook is produced and distributed by Red River Press Inc. All rights reserved. The contents within this e-book/document may only be

photocopied by members of ESL-Library.com in accordance with membership terms and conditions. Contact [email protected] complete details.

1. Warm Up

Answer and discuss these questions in pairs or as a class.

1. Who do you call when you have questions about a product?2. Have you ever called a toll-free number?

3. Do you think email is a good way to ask questions? Why or why not?

4. What kind of questions do you have before you buy a new book?5. What are some ways to contact a company?

Office LifeLesson 9 of 15 : Customer Service

August 15th, 2008

_____ Im calling you because Im interested in buying your companys book,LearningEnglish, for my students, but I have a few questions.

_____ My name is Rita Wei and Im a professor at English University.

_____ Your name was listed in the catalog as my representative.

_____ Sincerely,

_____ First, can you tell me how many pages the book has?

_____ Dear Mr. Timson,

_____ Third, are there any ancillary materials?

_____ Classes are only ten weeks long and I cant use a long book.

_____ I called the toll-free number, but it was automated and I couldnt get through to aperson.

_____ Second, does the book cover all the verb tenses?

_____ Thank you for your help._____ Its imperative that my students have access to this material.

_____ Rita Wei

August 16th, 2008

_____ To accompany the explanations, the book has exercises and activities on eachverb tense so your students will get a lot of practice.

_____ Dear Professor Wei,

_____ The book does cover all the verb tenses.

_____ Thank you for your message._____ The text has 150 pages so it is ideal for a ten-week class.

_____ Customer satisfaction is important to River Education Books and I want to makesure your expectations are met.

_____ Im happy to answer your questions.

_____ Sincerely,

_____ Lastly,Learning English has several ancillaries including a workbook, a studyguide, and a website.

_____ Lee Timson

_____ Please let me know if I can answer any other questions.

2. Correspondence Building

The correspondence below is not in the right order. Work alone or with apartner to put the email messages in the right order. Then practice reading thecorrespondence. Underline any words or phrases you dont understand.

3. Find business words and

phrases.

Circle any words or expressions from the

emails that you think are useful in the

office. Write them below.

____________________________

____________________________

____________________________

____________________________

____________________________

____________________________

____________________________

____________________________

____________________________

____________________________

____________________________

____________________________

____________________________

____________________________

____________________________

[email protected]

Questions about textbook

[email protected]

Re: Questions about textbook
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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4. Match these words or phrases to their correct definitions.

1. toll-free 2. representative3. imperative

4. ancillary 5. ideal 6. accompany 7. satisfaction 8. expectations 9. automated 10. get through

5. Fill in the blanks with the right form of the correct word or phrase.

1. Is it possible to have your _________________ number, so I don t have to pay for the phone call?

2. A lot of people dont like __________________ customer service systems, because they want to talk to a real person.

3. After being on hold for 15 minutes Jamie hung up the phone, as she couldnt ___________________ to anybody.

4. It is ___________________ that the sales people are able to answer all the questions pertaining to the product they sel

5. People like to have extra things _____________________ the products that they buy.

6. Mike inquired about any _________________ material that may come together with his English textbook.

7. You want all your customers __________________________ to be met.

8. My ___________ job would be working as a stock market trader.

9. Our business slogan is: Customer _____________________ is always guaranteed!

10. Charles looked up the name of his ________________________ in the business supplies catalog he recently received

____ a. very important____ b. to go with

____ c. belief that someone should behave or act in a certain way

____ d. without any cost____ e. perfect____ f. to reach a destination or person

____ g. operated by a machine____ h. authorized to deal on behalf of a company____ i. happiness

____ j. extra, additional

6. Reading

Now practice reading the email messages with a partner. Take turns practicing the pronunciation. Discuss what you think is good

about the correspondence. (Your teacher will provide you with the full emails on a separate sheet.)

7. Speaking

Write your own dialogue. Work with a partner and write your own conversation using at least four words or phrases from todays lesson

One should represent the company while the other asks questions about a product. Practice and memorize the dialogue, then present i

in front of the class.

8. Writing

Think of something that you want to buy. What questions do you have about it? Write an email message to the company asking your

questions. When you finish, exchange email messages with a partner. Write a reply to your partners email message.

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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August 15th, 2008

Dear Mr. Timson,

My name is Rita Wei and Im a professor at English University. I called the toll-free number, butit was automated and I couldnt get through to a person. Your name was listed in the catalog asmy representative. Im calling you because Im interested in buying your companys book,

Learning English, for my students, but I have a few questions.

First, can you tell me how many pages the book has? Classes are only ten weeks long and I cant

use a long book. Second, does the book cover all the verb tenses? Its imperative that mystudents have access to this material. Third, are there any ancillary materials?

Thank you for your help.

Sincerely,

Rita Wei

August 16th, 2008

Dear Professor Wei,

Thank you for your message. Im happy to answer your questions.

The text has 150 pages so it is ideal for a ten-week class. The book does cover all the verbtenses. To accompany explanations, the book has exercises and activities on each verb tense soyour students will get a lot of practice. Lastly,Learning English has several ancillaries including

a workbook, a study guide, and a website.

Please let me know if I can answer any other questions. Customer satisfaction is important toRiver Education Books and I want to make sure your expectations are met.

Sincerely,

Lee Timson

[email protected]

Questions about textbook

[email protected]

Re: Questions about textbook

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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Im calling you because Im interested in buying

your companys book,Learning English, for my

students, but I have a few questions.

My name is Rita Wei and Im a professor at

English University.

Your name was listed in the catalog as myrepresentative.

Sincerely,

First, can you tell me how many pages the book

has?

Dear Mr. Timson,

Third, are there any ancillary materials?

Classes are only ten weeks long and I cant use a

long book.

I called the toll-free number, but it was automated

and I couldnt get through to a person.

Second, does the book cover all the verb tenses?

Thank you for your help.

Its imperative that my students have access to

this material.

Rita Wei

In Task 2, your students are required to put the email in the correct order. Its more fun for students to put the email inorder by physically rearranging cut up strips. Below are two shuffled copies of the emails. Have your students cut theminto strips and rearrange them until theyve put them in the correct order.

Email 1

To accompany the explanations, the book has

exercises and activities on each verb tense so

your students will get a lot of practice.

Dear Professor Wei,

The book does cover all the verb tenses.

Thank you for your message.

The text has 150 pages so it is ideal for a ten-

week class.

Customer satisfaction is important to River

Education Books and I want to make sure your

expectations are met.

Im happy to answer your questions.

Sincerely,

Lastly,Learning English has several ancillaries

including a workbook, a study guide, and a

website.

Lee Timson

Please let me know if I can answer any other

questions.

Teachers Handout for Task 2.

Email 2 (reply email)

mailto:[email protected]:[email protected]


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4. Matching

1. d 2. h 3. a 4. j 5. e 6. b 7. i 8. c 9. g 10. f

Teachers Answer Key

2. Correspondence Building Note. Do not hand out Page 3 until this task is completed.(Also, see page 4 for the dialogue strips to hand out to students before starting.)

Email

5. Im calling you because Im interested in buying your companys book, Learning English, for my students, but I have a few questio

2. My name is Rita Wei and Im a professor at English University.

4. Your name was listed in the catalog as my representative.

12. Sincerely,

6. First, can you tell me how many pages the book has?

1. Dear Mr. Timson,

10. Third, are there any ancillary materials?

7. Classes are only ten weeks long and I cant use a long book.

3. I called the toll-free number, but it was automated and I couldnt get through to a person.

8. Second, does the book cover all the verb tenses?

11. Thank you for your help.9. Its imperative that my students have access to this material.

13. Rita Wei

___________________________________________

Email Reply

6. To accompany the explanations, the book has exercises and activities on each verb tense so your students will get a lot of practic

1. Dear Professor Wei,

5. The book does cover all the verb tenses.

2. Thank you for your message.

4. The text has 150 pages so it is ideal for a ten-week class.

9. Customer satisfaction is important to River Education Books and I want to make sure your expectations are met.

3. Im happy to answer your questions.

10. Sincerely,

7. Lastly, Learning Englishhas several ancillaries including a workbook, a study guide, and a website.

11. Lee Timson

8. Please let me know if I can answer any other questions.

5. Fill in the blanks.

1. toll-free

2. automated

3. get through

4. imperative

5. accompany

6. ancillary

7. expectations


8. ideal

9. satisfaction

10. representative
mailto:[email protected]:[email protected]

9.customer service

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