zielsicher Englisch, Allgemeine Ausgabe, Schulbuch

Customer contacts: Describe the pictures below. What kind of customer contact do they show? Complaint , consultation , telephone enquiry or on site information ? Which of the customers are happy? 1 2 3 4 Rules about how to deal with customers: Summarise these rules in five short sentences and write them into your exercise book. 1. Be sure that the customer is king. The client’s wishes and problems should be important to you. Make sure that you will do everything to meet the customer’s needs. Stay patient and polite in all situations. The customer always comes first. 2. Always stick to time schedules, no matter if you have agreed on a visit to the customer’s place or promised any information to be given. Always inform the customer in the case of any delays. Be punctual and reliable when dealing with customers. 3. Listen carefully and actively to understand what the customer wants. If your client is unhappy or upset, you first need to know what’s wrong before you can do anything about it. Listen carefully to understand your customer’s wishes and needs. 4. If there is a problem, never blame other people in front of the customer. Instead, take the initiative and do your best to solve the problem. Accept problems and try to find solutions, without blaming anyone. 5. If the customer is angry, try to stay positive, regardless of how negative the client is. Getting angry yourself is unprofessional and does not help anyone. Keep cool and be professional in conflict situations. 01 A2 Word bank handle abwickeln enquiry Anfrage appointment Termin issue Thema upset verärgert 01 complaint Beschwerde consultation Beratungsgespräch 02 needs Anforderungen, Bedürfnisse time schedule Zeitplan, Termin delay Verspätung blame beschuldigen solve a problem ein Problem lösen 02 A2–B1 Dealing with customers Marvin’s boss says: “The way you deal with a customer is essential for our company. Whether you are handling enquiries, having appoint­ ments with a customer at home, discussing issues during a project, or dealing with complaints, it is important to do it properly and in a friendly way.” How would you react to an upset customer? 86 Unit 18 Nur zu Prüfzwecken – Eigentum des Verlags öbv