13.2.2018

Customer Care

2018-02-11T22:52:09+02:00

The aims of the class:
- to work further on future tenses,
- to expand vocabulary and practise speaking related to customer care/customer service.

Interesting pieces of information

2018-02-11T22:34:36+02:00

It can cost up to five times as much to attract a new customer than to retain an existing one.
The average business never hears from 96% of its unhappy customers.
For every complaint received, the average company has 24 customers with problems, 6 of which are serious in nature.
Surprisingly, of the people who have problems, complainers are more likely than non-complainers to do business again with a company that upset them, even if the problem isn’t satisfactorily resolved.
Of customers who register a complaint, between 54% and 70% will do business again with the organisation if their complaint is resolved. That figure goes up to an impressive 95% if the customer feels that the complaint was resolved quickly (24 hours).
The average customer who has a problem with an organisation tells 9 or 10 people about it. Thirteen percent of the people who have a problem with an organisation recount the incident to more than 20 people.
Customers who have complained to an organisation and had their complaints satisfactorily resolved tell an average of 5 people about the treatment they receive.

Source: http://www.totalsuccess.co.uk/customer

A complaint - a dialogue

2018-02-13T16:17:43+02:00

Mistakes happen. When they do, customer service representatives often need to handle consumers' complaints. It's also important for customer service reps to gather information to help resolve the problem. The following short dialog provides some helpful phrases to deal with complaint:

Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not satisfied with my new computer. I'm having a lot of problems.
Customer Care Representative: What seems to be the problem?

Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my word-processing software.
Customer Care Representative: Did you read the instructions that came with the computer?

Customer: Well, yes. But the troubleshooting section was no help.
Customer Care Representative: What happened exactly?

Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement.
Customer Care Representative: How were you using the computer when you tried to connect to the Internet?

Customer: I was trying to connect to the Internet! What kind of question is that?!
Customer Care Representative: I understand you're upset, sir. I'm just trying to understand the problem. I'm afraid it's not our policy to replace computers because of glitches.

Customer: I bought this computer with the software pre-loaded.

I haven't touched anything.
Customer Care Representative: We’re sorry that you’ve had a problem with this computer. Could you bring in your computer? I promise you we'll check the settings and get back to you immediately.

Customer: OK, that will work for me.
Customer Care Representative: Is there anything else I need to know about this that I haven’t thought to ask?

Customer: No, I'd just like to be able to use my computer to connect to the Internet.
Customer Care Representative: We'll do our best to get your computer working as soon as possible.