zielsicher Englisch, Bautechnik, 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. Two weeks after a trade fair your company receives the following e-mail from an upset customer: Your boss asks you to answer it. Brainstorm possible phrases with a partner and write an answer. 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 smelled of cigarette smoke and alcohol. 2. The service was going to be late because the material sent by a supplier from Germany had arrived at the service company badly damaged. Choose one of these sentences and explain its meaning. Write 80–100 words. 05 A2–B1 ✗ ✗ ✗ ✗ ✗ 06 A2–B1 Dear Mr. Mayer, We visited your stand at the recent trade fair and had a detailed discussion on the new design of our living room. Since you promised to contact us in the near future, we are very disappointed that we have not heard anything from your side so far! Please take us off the list. We are no longer interested in your services. Best regards, Sandra and Peter Miller 07 A2–B1 individual answers 08 A2–B1 listening 7e2t32 09 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. 110 Unit 25 Interaction Nur zu Prüfzwecken – Eigentum des Verlags öbv