zielsicher Englisch, Metalltechnik, Schulbuch

Your boss has invited a trainer to practice better performance in customer dialogues: Which of the following statements would the trainer promote? Discuss with a partner: true false 1. Always agree, even if a customer is totally wrong. 2. Take initiative and do your best to solve the customer’s problem. 3. An unhappy customer is a waste of time and money. 4. Always stay positive and don’t become insulting regardless of how negative the customer is. 5. Always stick to time schedules or inform the customer as soon as possible. Listen to a dialogue between a customer and a roofer visiting the house of a customer. They are discussing the necessary steps for a roof exchange. Put these steps into the right order: 6  Laying the new roof. 2  Measuring the area. 4  Removing the old roof. 3  Planning the material required. 5  Covering to protect from the weather elements. 1  Deciding on the material. Choose one of the pictures from task 01 and prepare a role play. Work in groups of two or three. Explain the starting point, create a story around the customer contact shown and present the role play to your classmates. Listen to the conversation between two upset customers and the person in charge of customer complaints. Find out what the problem was and write it into the boxes below. 1. The representative was late, unfriendly and 2. The service was going to be late because the smelled of cigarette smoke and alcohol. material sent by a supplier from Germany had ar rived at the service company badly damaged. Choose one of these sentences and explain its meaning. Write 80–100 words. 11 A2–B1 Word bank lay new roof neues Dach legen sample Muster roof tiles Dachziegel measuring the area  Raum/Fläche vermessen removing the old roof altes Dach entfernen planning the material requirement  Materialbedarf planen cover abdecken weather elements Wettereinflüße ✗ ✗ ✗ ✗ ✗ 12 A2 listening aa9e88 13 A2–B1 14 A2–B1 listening ew65ey 15 B1 1. The product is secondary to the storytelling. (Zosia Mamet) 2. The average unhappy customer will tell 10 people about the poor service he or she received. 132 Unit 25 Interaction Nur zu Prüfzwecken – Eigentum des Verlags öbv