5. Useful Phrases to Make
Arrangement on the Phone
I’m phoning/calling to arrange a meeting.
I can’t make it in the morning/on
Thursday.
I can do Friday/the afternoon.
Would next Wednesday be okay?
6. Managing Customer Feedback
Customer satisfaction
Facility/Product/Staff /Service
Viable business
Failure in customer care
The gap between what is expected and what
is actually delivered
Service does not live up to its standard
8. What seems to be the problem?
The food was overrated/overpriced. The
service was poor/subpar. The manager
did not take the customer’s complaint
seriously. She did not handle the
complaint properly. She put the blame on
the customer.
11. Mini task [5 points]
You are a team of business consultants
Find the root cause[s] of the problem[s]
that Limewood Spa is currently
encountering
Advise them what to do to solve the
problem[s]
12. Root Cause
Outlets, facilities: Not set up to
customer’s needs
Staff on scene: Unable to handle the
situation professionally
Organization: System/culture that
tolerates this kind of behavior
13. Troubleshooting
People: Hiring for attitude
Tools: Training
System: Employee Recognition Program