Karama

Cover Page
Making Customers Smile!
There are no traffic jamsalong the extra
mile.
-Roger Staubach

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TABLE OF CONTENTS
UNIT 1
TASK 1- WATER VOCABULARY- (VIDEO)- WATER CAN BE EDUCATIONAL PGS 5-6
TASK 2-FIRE HYDRANTS-READING PGS 7-8
TASK 3-WHAT ARE THE SOUNDS OFWATER LEAKS?-READING PGS 9-11
TASK 4-SURVEYING-FIND THE LEAK-READING PG 12
UNIT 2
TASK 1-HOW TO OPEN ASTUCK SLUICE VALVE (GATE VAVLE)- (VIDEO) PG 13
TASK 2-COLOR, TASTE, ODOR IN DRINKING WATER-(VIDEO) PGS 14-15
TASK 3- COLOR, TASTE,ODOR IN DRINKING WATER-QUIZ PG 16
TASK 4-WHAT IS A LEAK IN THE ROAD?- READING PG 17
UNIT 3
TASK 1-MAIN SERVICE LINE- READING PG 18
TASK 2-HOW TO FIXA LEAK-QUESTIONS AND ANSWERS-(VIDEO) PG S 19-20
TASK 3-WHAT IS CUSTOMER CARE ALLABOUT?WORDDEFINITIONS PG 21
TASK 4-ROLE PLAY-COMMUNICATINGAPROBLEM WITHHOMES FOR RENT PGS 22-23
TASK 5- EMAIL-WRITING AN EMAIL TOTHE CUSTOMER (SCENARIO 1) PG 24
UNIT 4
TASK 1-TOP TEN CUSTOMER SERVICE TIPS-VOCABULARY PG 25
TASK 2-THE MOTTO OF CUSTOMER CARE- READING PG 26
TASK 3-SHARING CONVERSATION- VERBAL AND NON VERBAL COMMUNICATION PG 27
TASK 4-QUESTION FORMS WITH DO,DOES,DID PG 28
TASK 5- EMAIL-WRITING AN EMAIL TO KAHRAMMA CUSTOMER CARE (SCENARIO 2) PG 29

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UNIT 5
TASK 1-HOW TO EMPATHIZE WITH A CUSTOMER-(VIDEO)-READING PGS 30-32
TASK 2-EXAMPLES OFGOOD CUSTOMER SERVICE-(VIDEO)-SURVEY PG 33
TASK 3-LISTENING- TO CUSTOMER CARE REPRESENTATIVES PG 34
TASK 4-ROLE PLAY-I AM AN IRATE CUSTOMER PGS 35-36
TASK 5- EMAIL- CUSTOMER INCIDENT LOG TO A DIFFERENT DEPARTMENT(SCENARIO 3) PG 37
UNIT 6
TASK 1-BAD CUSTOMER CARE-(VIDEO)-LISTENING PGS 38-39
TASK 2-CUSTOMER CARE- QUIZ PG 40
TASK 3-PASSIVE VOICE-GRAMMAR PRATICE PGS 41-42
TASK 4- ROLE PLAY- STUDENT,TEACHER PG 43
TASK 5-LETTER-USING PASSIVE VOICE TO WRITE TO A CUSTOMER PG 44
UNIT 7
TASK 1-TEAMBUILDING-(VIDEO)- READING PGS 45-46
TASK 2-SHARING CONVERSATION-TEAM BUILDING PG 47
TASK 3-EMPLOYEE EMPOWERMENT-(VIDEO)- READING PG 48
TASK 4-CUSTOMER CARE -TEST PGS 49-50
TASK 5-MAKE CUSTOMER CARE COUNT- READING PG 51

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Module 1
What is customer care?
Many people find the idea of handing customers daunting
and difficult. Even sometimes you can feel exposed, and the
nature of the complaints can be unpredictable and (if you
are not careful) confrontational.
However, the secret for dealing effectively with customer
service is often more about your attitude than knowing any
specialized language.
"Customer care is more than how things are done. It's an
attitude."

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Objectives:
Upon completionofthis module,you will be able to do the following:
 Understand differenttypes of services that are related to
Kahramaa
 Describe your understandingof the importanceof customer
service
 Empathizewith the customers’needs and their problems
 Serve the customer with quality care
 Identify someof the waysthat you can communicatebetter
 List somewaysto interact with customers
 Self In betterment learning team buildingand employee
empowerment

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Task 1
Introduction to the video material:
Water can be educational
Watch the video scene at least twice
Viewing task: Identify Water Vocabulary in the
video
Water Vocabulary
: Here is a list of helpful words that will be useful in dealing with your
customers.
Ground Water
ground water – water in the ground, stored between rock spaces.
aquifer – an underground rock formation that yields significant quantities of water
that may be pumped to the surface for use by people, livestock or irrigation.
well – a hole dug or drilled into the ground for the purpose of pumping up water from
the groundwater. The pipe with a pump used to bring ground water to the surface.
water table – the name of the uppermost level of ground water.
Surface Water
surface water -- water above the surface of the land, including lakes, rivers, streams,
ponds, floodwater and runoff.
flood--an overflow of water onto lands that are used or usable by humans and not
normally covered by water.
pollution – dirt or poison in the environment. Dumping waste, oil, pesticides and
sediment into the water causes this.
Unit1

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erosion--the process in which a material (e.g., river bank) is worn away by a stream
of liquid (water) or air, often due to the presence of abrasive particles in the stream.
watershed – the land area from which snowmelt and rain drain into a stream
channel, lake, reservoir or other body of water. Also called a drainage basin.
Earth’s Water
fresh water -- found in streams, rivers, lakes, reservoirs and swamps.
Earth’s surface -- 71% covered in water.
Earth’s water-- 97% is salt water, 3% is fresh water, only 0.0003% is readily
available as drinking water.
Water Cycle
evaporation – the conversion of water into a vapor, usually through the application of
heat energy (the opposite condensation).
precipitation – water falling, in a liquid or solid state, from the atmosphere to Earth
(e.g., rain, snow).
condensation – when water vapor becomes a liquid (the opposite of evaporation).
infiltration/percolation -- downward movement of water through the soil profile or
other porous media.
transpiration – water absorbed by plants (usually through the roots) that is
evaporated into the atmosphere from the plant leaves.
Properties of Water
ice – the solid that is formed when water freezes.
H2O – the chemical abbreviation for water.
physical states of water – gas, solid and liquid.
hydrology – the scientific study of water on Earth’s surface, in the soil and underlying
rocks, and the atmosphere.
water in our bodies – approximate percentage of water in our bodies is 65% but can
range from 50-70%.

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Task 2
Fire Hydrants
Directions:
Look at the pictures below
Why are Fire Hydrants useful?
Read-
When people think about fire hydrants, they usually think about the fire department. It is
really the Water Department that installs and maintains them. Flushing them is shared by
the Fire and Water Departments.
Fire Hydrants are one of the few parts of a water system that are visible to the public.
Hydrants are usually associated with the fire department because fighting fires is the
major purpose of the hydrant. The fact is that hydrants are so seldom used for fighting
fires in smaller towns that it is easy to forget how important they are to the water system.
The need to keep them well maintained for quick and reliable service when needed is
paramount. A hydrant that does not operate when needed can result in serious loss of life
and property. Each year, about one third of the fire hydrants get painted and maintained.
Other frequent uses for fire hydrantsinclude:
 Flushing and cleaning water mains.
 Flushing sewers.
 Filling tank truck for street washing, tree spraying, winter watering.
 Providing a temporary water sources for construction jobs, such as for mixing
mortar and settling dust
Landscaping around FireHydrants
Homeowners or business owners sometimes like to screen the fire hydrant by planting
shrubs around them. This practice is discouraged and prohibited. Disguising your fire
hydrant may make it difficult to find in an emergency. It also makes it difficult to service
and paint and damage to the landscape plants may result.

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Leak Pinpointing Over a Hydrant Line
The loudness of a leak heard on an asphalt street or a concrete slab depends
upon the size of the leak, water pressure, and depth of the pipe. Hard, dry
materials like asphalt, concrete, rock, and compacted soil transmit sounds
better than wet clay, sand, or loose soil. The sounds travel further on iron and
steel pipes than on PVC pipes or Poly pipes.

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Task 3
Understanding Acoustic Leak Detection
What are the Sounds of Water Leaks?
Read-
Water leaks in underground, pressurized pipes may make many different sounds:
 “Hiss” or “Whoosh” from pipe vibration and orifice pressure reduction
 “Splashing” or “Babbling Brook” sounds from water flowing around the pipe
 Rapid “beating/thumping” sounds from water spray striking the wall of the soil
cavity
 Small “clinking” sounds of stones and pebbles bouncing off the pipe
The “Hiss” or “Whoosh” sound, which often sounds like constant static noise, is the only
one which is always present for leaks in pipes with 30 psi or higher water pressure. The
other sounds may or may not be present, and usually they are not as loud. So, we decide
“Is there a leak?” by listening for the “Hiss” or “Whoosh.”
Small Leak on Cast Iron Water Main
What Factors Affect These Sounds?
There are several factors that affect the loudness and the frequency range of the sounds
made by water leaks transmitted on the pipes and transmitted to the surface of the
ground:
 Water pressure in the pipe
 Pipe material and pipe diameter
 Soil type and soil compaction
 Depth of soil over the pipe
 Surface cover: grass, loose soil, asphalt, concrete slab, etc.
The loudness or intensity of the leak sound is directly proportional to the water pressure
inside the pipe (up to a limit):

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Sound Intensity (loudness) vs.Water Pressure
Metal pipes, such as iron mains, copper services, and steel pipes, transmit water leak
sounds that are louder and higher frequency than do PVC pipes or asbestos-cement pipes.
Thus, knowledge of the pipe material is important.
Large diameter pipes, whether they are PVC, concrete, steel, or iron, transmit much less
sound from water leaks than small diameter pipes. And, large diameter pipes transmit
lower frequency sounds than small diameter pipes.
Sandy soil and very loose soils, particularly over a freshly buried pipe line, do not transmit
the sounds of water leaks very well, nor do water saturated soils such as bogs and
swamps. Hard, compacted soil transmits the sounds of water leaks best. Soil absorbs the
sounds of water leaks very quickly. Leaks in water lines that are only 3 or 4 feet deep are
much easier to hear at the ground’s surface than leaks in deeper lines. At 7 or 8 feet deep,
only very large leaks with good water pressure will produce enough noise to be heard at
the surface.
Finally, the ground cover, whether it is an asphalt street, loose dirt, concrete slab, or grass
lawn, also makes an important difference. Hard street surfaces and concrete slabs
resonate with the sounds of the water leak, and the leak may be heard for 5 to 10 feet or
more on either side of the water pipe. Grass lawns and loose dirt surfaces do not offer such
a resonating plate-like surface, and their surface variations make firm contact more
difficult.

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HowDo Leak Sounds Travel on Pipes?
Metal pipes, particularly iron mains between 6 inches and 12 inches, copper services, and
steel pipes transmit the sounds of water leaks for hundreds of feet in every direction.
Asbestos-cement pipe and PVC pipe do not transmit the sounds nearly as far.
Distances transmitted for the “Hiss” or “Whoosh “sounds of water leaks are a function of
the pipe diameter as well as the pipe material:
Pipe Material and Diameter Distance Sounds Travel
for 2 GPM Leak at 60 PSI
6 inch Cast Iron Pipe 600 to 1000 feet
6 inch AC Pipe 400 to 800 feet
6 inch PVC Pipe 200 to 300 feet
Thus knowledge of the pipe material and diameter is important to knowing how far the
leak sound may be transmitted along the pipe walls.
HowDo Leak Sounds Travel Through Soil?
Soil absorbs water leak sounds very quickly:
Soil absorbs the high frequencies to a greater degree than the low frequencies. For a leak
in a pipe 6 ft deep, the “Hiss” or the “Whoosh” sound is weak and “muted,” i.e. only the
lower frequencies are heard. For a leak in a pipe 3 ft deep, the sound is louder and slightly
higher in frequency.

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Task 4
Surveying
Read-
Directions: Look at the map and determine where the leak is and then decide which
location is the loudest
“Surveying” is the term applied to listening for water leaks when there is no obvious
evidence, like water flowing on the street. Every hydrant, valve, and service line is a
possible location to hear the sounds of water leaks:
Look at the map and find the leak
Do the Math-
Since the sounds travel on the pipe walls better than through the soil, always listen at the
hydrants, valves, and meters first. As you get closer to the leak, the sound gets louder.
Finally, decide which two of these locations are the loudest.

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Task 1
Howto Open a Stuck Sluice Valve (Gate Valve)
Viewing task: Watch the video and identify how the Sluice Valve
works
:ou will need to doThings y
Instructions
 Identify the valve
o 1
 Identify whether you're dealing with a gate valve or not. A gate valve is typically
wedge-shaped.
o 2
 Gate valves allow water to flow in a straight line, and the valve acts like a gate to
stop the flow of water.
o 3
 When gate valves are open wide, they leave an opening for water flow through the
valve that is the same size as the pipe entering and exiting the valve.
 Identify the problem
o 4
 Cut off the water supply to the defective valve if possible to isolate your work area
and reduce the risk of creating additional leaks or repairs.
o 5
 Eliminate and examine any outside factors that could be causing the valve to
malfunction, such as a damaged water line or excessive cold.
Unit2

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Task 2
Color,taste,odor and smell in drinking water
SafeWater for All
Viewing task: What color does the water change to when it is passed from one child to
another?
Colored water
If your water suddenly changes color-no matter what color it becomes-it could
become a public health concern. Do not use the water it is likely that something is
disturbed the water flow in the water main.
-Green or blue water: Usually caused by corrosion of copper plumbing. If corrosion is
occurring dripping water will leave a bluish-green stain on porcelain fixtures. Certain
metals that can get into drinking water from corrosion, such as copper or lead, may pose a
health concern. Overly corrosive water may cause a problem with the home’s piping.
-Black or dark brown water: Often caused by manganese in the water or pipe sediment.
Manganese does not pose a threat to human health. If it does not clear after a few minutes
of flushing all of your cold water faucets and toilets, wait about an hour and try again.
-Brown, red, orange or yellow water: Usually caused by iron rust. Galvanized iron, steel,
or cast iron pipes in a home or business, or the water main can cause rusty water. While
unpleasant and potentially damaging to clothes and fixtures.
-Milky white or cloudy water: Usually caused by tiny air bubbles. If your water is white,
fill a clear glass with water and set it on the counter. If the water starts to clear at the
bottom the glass first, the cloudy or white appearance is trapped air.
Taste, odor and smell
If the taste and odor occurs in every water facet in your home the cause is probably the
main water supply, and if it is in only certain faucets the problem is the fixtures or pipes
supplying those specific faucets. However if the problem goes away in a few minutes after
running the water from your faucet then the problem is somewhere in your house hold
pluming system.

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Here are some ofthe commontaste problems.
-Petroleum, gasoline, turpentine, fuel, or solvent odors:
These odors are rare, but potentially serious. Do not use the water. A leaking
underground storage tank may be contaminating your water supply.
-Metallic taste:
Minerals, such as iron or copper, may leach into the water from the pipes. Less common
metals, such as zinc and manganese, could be also be a problem
-Chlorine, chemical or medicinal taste or odor:
Adding chlorine to the water or the interaction of chlorine with a build-up of organic
matter in your plumbing system may cause the taste or odor to be strong. This is not
usually an immediate health threat.
-Sulfur or rotten egg odor:
Bacteria growing in your sink drain or hot water heater may cause odor. Naturally
occurring hydrogen sulfide in your water supply may also cause this odor. To evaluate the
cause, put a small amount of water in a narrow glass, step away from the sink, swirl the
water around inside the glass, and smell it. If the water has no odor, the likely problem is
bacteria in the sink drain. If the water does have an odor, it could be from your hot water
heater. There is an element in your hot water heater designed to protect it from corrosion.
Sometimes the element causes sulfide smell as it deteriorates over time. If you rule out the
drain and the water heater, and the odor is definitely coming from the tap water, do not
use it.
-Moldy, musty, earthy, grassy, or fishy odor:
Bacteria growing in a sink drain or from organic matter such as plants, animals, or
bacteria that are naturally present in lakes and reservoirs during certain times of the year
may cause odor. You can evaluate the source of this problem by putting a small amount of
water in a narrow glass, stepping away from the sink, swirling the water around inside the
glass, and smelling it. If the water has no odor, the likely source is the sink drain. If the
water does have an odor, it could be organic matter in your drinking water. Although
harmless, this material can affect the taste and smell of your drinking water even at very
low concentrations.

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-Salty taste:
High levels of naturally occurring sodium, magnesium, or potassium may cause a salty
taste. If you live in a coastal area, seawater may be seeping into the fresh water supply.
This could be a health threat.
Task 3
Take the Quiz
Directions:
Answer the questions about Colored water and Tate, Odor and Smell
1. What causes black or dark brown water and what must you do to stop it?
_________________________________________________________________________________________________
2. You normally find this in lakes and reservoirs at certain times of the year?
_________________________________________________________________________________________________
3. How can you evaluate sulfur and rotten egg smell?
_________________________________________________________________________________________
4. Air bubbles are found in what color water and what happened to them?
________________________________________________________________________________________
5. Certain kinds of metals can get into your drinking supply. What are they?
________________________________________________________________________________________
6. How does seawater seep into your fresh water supply?

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_______________________________________________________________________________________
Task 4
What is a leak in the Road?
Read-
A leak can mean a burst water mains which usually results in clear running water in the
street or water emerging from a surface such as a road; water escaping from a water
supply pipe (the pipe that runs from the street boundary to your home that supplies
fresh water) or a leaking valve, stop tap or hydrant (the yellow signs with an H).
Bursts and leaks can be anything from a small patch of water to something that looks like a
fountain.
What isn't a leak?
Water that's standing still which appears after heavy rainfall or water that collects over a
drain after rain are typically not leaks. Feel free to call us though if you're unsure.
The location of the leak and who's responsible?
Inside your property
You're responsible for the maintenance of the plumbing inside your home, for example
water pipes, water tanks and overflows.
Outside your property, but still on your land
You're also responsible for the pipe work from the boundary of your property up to where
it enters your home (known as the water supply pipe - see illustration below).

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Task 1
If your main service line is the source of your leak, followthese
directions.
Read-
1. Turn off all water inside and outside your home. Check the
red or white flow-indicator triangle on your water meter. If it’s
still moving, then you may have a leak.
2. Find your water shutoff valve. This is usually in your front
Unit3

19
yard near the sewer riser cap, in your garage or in your home’s
manifold system. If your home does not have a shutoff valve,
you’ll need to contact a plumber for help. Make sure your water
is turned off at these sources.
3. Go back to your meter and check the flow-indicator triangle.
If it is moving, the leak is most likely underground between the
shutoff valve and the water meter. If the triangle has stopped
moving, the leak is somewhere else around your home.
4. You’ll also need to shut off your anti-siphon valve. If the
flow-indicator triangle continues to move after the anti-siphon
valve has been shut off, your anti-siphon valve may be broken
and will need to be repaired or replaced. Anti-siphon valves
should be tested once a year.
-Inspirational Quote: Be the change you’retrying to create.-Mahatma Gandhi
Task 2
How to fixa leak
Viewing task: How do leaks happen?
Answers:Questions:

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1. What kind of things was the
detective looking for?
2. What are the types of leaks are
talked about in the video?
3. When does the flapper in your
toilet make noises?
4. How can you isolate a leak in your
toilet?
5. Where can you find the main shut
off valve in your home?
6. What are the processes of
elimination to finding a leak in your
home?
7. When should you turn off the water
in your home for an extended period
of time?
In the video you saw some common problems with water
leaks. Now here are some common water meter problems and how to solve them.
Water Meter Problems
All pieces of mechanical equipment have their pros and cons and this does not exclude
the water meter. Common water meter problems can become very costly and this is why
they should be addressed as quickly as possible or alternatives found.
Let us look at a few of these meter problems that usually occur
Incorrect Water Meter Reading
This is by far the most popular meter problem. Whether it is you or your local water
company that is reading the meter, not all persons are aware of the correct way of reading
a water meter.

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Knowing the right way to read the water meter can tell you how to locate leaks, conserve
your water and monitor your water usage.
Air Valve Problem
Air pressure in the piping system can lead to major water meter issues such as erroneous
water metering and damage to the internal components of the water meter.
An air valve prevents air from travelling through the piping system and passing through
the water meter.
When public or private water supply is irregular or inconsistent, water channels through
from upper levels of the distribution system and gathers in the lower levels. Air replaces
the water drained from the upper levels.
As soon as the water supply is restored, water refills the pipeline, moves the air, forcing air
through the water meter, rotating the impeller and gears very quickly. Air flowing through
the meter causes damage to its internal components and escalates its readings.
Installation Problems
This may occur when the correct procedure of installing the meter is not followed. Even
though it is not very difficult to install small meters sizes, many persons aren’t aware of
the proper way to install a meter.
All water meters are not installed using the same procedures. So following the
manufacture’s guidelines, will prevent you from installation difficulties.
Task 3
Vocabulary
What Is Customer Care all about?
• Developing an intricate customer- mindset
• Focus on the quality of customer care
• Satisfying the customer
• Build long term customer relationships
Directions: look up the underlined words and phrases and write down their meanings.
Newspaper Ad
Customer Care Description:
A customer support person:
of dutycallthebeyondcustomers, above anddelightWants to

22
the customers’ needsofknowledgeintimateHas
for the customer's situationempathyHas
and in speechclearly, both writtenommunicatecIs able to
Talks in a way the customer can understand
unpleasant, even when handlingcomplaintsand is able to handle"thick skin"Has a
customers
eye for detailand withaccurateWorks
in the best interest of both customer and companyHandles
the customer's situationanalyzetoautomated information systemss able to useI
communications by the company (eg.variousto thesuggest improvementsIs able to
website, FAQ, etc.)
styleHas a pleasant, friendly
onship with the customerrelatiterm-longIs willing to build a
Task 4
“The Role Play”
Smile: while youare picking the phone up, your smilewillreflect on your voiceand gives
positive attitude
Directions:
Role Play with your partner and try to use what you learned about fixing leaks and water
meter problems. The vocabulary and student dialogue sheet is provided to give you an
extra boost!
Communicating (A Problem) with "Homes for Rent"
VOCABULARY

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lights broken hot water heater furnace
window pipe leak sink
faucet roof air conditioner shower
VOCABULARY SENTENCES
The kitchen light is broken.
My window is broken.
My hot water heater is broken.
My air conditioner is broken.
My bathroom sinks leaks.
My shower leaks.
My kitchen faucet leaks.
My roof leaks.
The pipe in the kitchen leaks.
Practice Sheet
Greeting: greet the customer with standard formula: “Salam Aliakom Kahramaa, My Name is
Maha How I may help you? Within 10 seconds, state customer name & use itat least onceduring
the call
(Student Dialogue)
Student A is the tenant Student B is Homes for Rent
*Students should pretend they are talking on the telephone.
Student A:
Hello, Homes for Rent My name is____________ how may I help you?

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Student B:
Hello, this is ___________ in Apartment 223, Bin Mahmood’ Road.
Student A:
Yes?
Student B:
I want to report a broken refrigerator.
Student A:
We will send somebody out to fix it.
Student B:
How long will it take?
Student A:
About 1-2 hours (Sir or Madam)
Student B:
Thank You!
Student A:
Thank you for calling!
Student B:
Good-bye
Student A:
Good-bye
Task 5
Writing an Email
(Scenario 1)
Directions:
Pretend you are Customer Care. Write an email to the customer and explain how
you will solve the problem:
Example-
September 6, 2011
Dear Homes for Rent,

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I live in apartment 223 on Bin Mahmood’ Road. My hot water heater is leaking and not
working properly. I work from 8 am to 5pm Sunday thru Thursday. How can I take a bath?
Please have someone contact me, to have it fixed at the weekend. My telephone number is
555-1234.
Kind Regards,
Mamoud Ali
Email Format-
Send to: Enter the recipients Internet address.
Copy to: Enter the additional people, if any, you'd like to receive the message.
Subject: Enter the brief, simple, informative subject line.
Message: Enter the text of your message.
Note :( If you have composed your text in a word-processing program that it will be formatted legibly when
you convert it to e-mail)
Task 1
Vocabulary
Top Ten Customer Care Tips!
Honesty, good, smile, assist, sincere, action plan, reassure, business, salutation, key issues,
asking, tone
Directions:
Fill in the sentences with the correct vocabulary. (Be careful two words are extra!)
Unit4

26
1) When on the phone, ________________. This sets the tone for the conversation that follows.
2) How may I help ___________________ you? You're asking their permission to help them.
3) Use the correct ___________________ when speaking with a customer unless asked to do
otherwise, i.e.: Mr., Mrs., Ms., Sir, etc.
4) Be a _________________Listener. People hate to be ignored. Not only should you listen, but
understand what is being said.
5) Always repeat back the ________________ _______________to the customer.
6) Be __________________. A lack of caring comes across much easier than you think.
7) Care for your customer. If you don't care for your customer, your _________________won't
last long.
8) Walk in your customers shoes. Think about what concerns they have. Are they real
concerns? Do you have an _______________ _______________to resolve them?
9) Customers need you. They are looking to you to _________________them and to help
eliminate their fears or doubts.
10) ___________________ is always the best policy. Aim to be sincere in your dealings with
customers. This will be welcomed seen as breath of fresh air in a world of oversell and
under deliver. Never promise the customer anything you can't deliver.
Task 2
What Does Customer ServiceMeanToYou?
Describeyour understanding of theimportanceof customer service
Are you self-focused or customer-focused?
Read-
The Motto of Customer Care!

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Our favorite motto is:
To position “Expression” to be the leader as an English language provider. We would
position ourselves to be the preferred choice when it comes to retail (consumers
segment), corporate and schools with the added values offered by Expression English
Center
"Customer care is about treating customers howyouwould like to be
treatedyourself."
But...
During our time in the customer care industry we still find it amazing how many people do
not have any idea of what customer care is.
And we realized...
"Customer care is more than how things are done. It's an attitude."
It's just that in practice the customer relationship seems to get forgotten. How many times
have you entered a store, or gone to pay for gas and have been met with an unfriendly,
uncaring person staring right back at you?
Well, I don't know about you, but it has happened to me more times than I would care to
mention.
What can be done? Delivering great customer care is not difficult!
"Customer care is about treating customers howyouwould like to be
treatedyourself."

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Task 3
Sharing Conversation- Body language vocabulary (handout)
Directions:
After reading the Motto of customer care discuss with your group the kind of service that
you appreciate getting when you are the customer.
Please keep in mind it is important that you write down any new vocabulary that you have
learned!
Describe the key aspects of non-verbal communication
• Body Language Brief Eye Contact
• Eye Contact Eyes Wide Open
• Facial Expressions Smiling and Nodding
• Hand Gestures Gesturing with Open Hands
• Body Posture Sit Up and Listen Actively
Describe the key aspects of verbal communication
Six C’s of Good Information:
• Courteous Greet the Customer Warmly and Sincerely
• Clear Use Simple Language not Complicated
Jargon
• Concise Plan Your Message and Ask Positive
Questions
• Correct Be Specific and Act Upon the Customers
Needs
• Complete Communicate to Your Customer’s Style
• Concrete Use Words and Phrases that Build
Relationships
Negative Behavior: Yawning, Frowning, Attending to Matters Other than the
Customer, Leaning Away From the Customer as He/or She Speaks, Staring Blankly,
Interrupting, Pointing Your Finger or Objecting At the Customer, and a Disorganized or
Cluttered Work Space.
Task 4
Question Forms:

29
Forming questions in English can cause learners problems. In customer service situations, both the
customer and the person dealing with the complaint often need to use questions with ‘do, ‘did and
question-words. The forms are reviewed below.
Languagefocus:
Do, Does and Did in questions
Make sure you know how to form questions in English. Remember that we use do/does/in
the simple present and did in the simple past. The form of the verb is always the bare
infinitive.
Examples-
He wants a refund> Does he want a refund?
The package didn’t arrive on time?> Did the package arrive on time?
word questions-Question
The word order for question-words questions is: question word + auxiliary + subject:
Examples-
Statement: My water meter is broken.
Yes/No question: Did the water meter break?
Question-word questions: How did the water meter break?
Four questions …
1. Does your team work well together?
2. Do your people know how to impress customers?
3. Does your operating environment support high performance?
4. Do you know the meaning of Customer Care?
Task 5

30
Writing an Email
(Scenario 2)
Example-
December 8, 2011
Dear Kahramaa Customer Care,
I live in apartment 733 on Salwa’ Road. My water pipe is broken. It doesn't allow me to
wash any dishes in the sink in the kitchen, and also the water pressure in my bathroom is
very low. My working hours are long, and I have little time for breaks during the day.
Please have someone contact me immediately! My telephone number is 555-1234.
Kind Regards,
Pretend you are the customer with a broken water pipe. Write an email to Customer
Care and explain what you want done to solve the problem:
Email Format-
Effective Email Tips
1. Write a meaningful subject line.
2. Keep the message focused.
3. Identify yourself clearly.
4. Be kind — don’t flame.
5. Proofread.
6. Distinguish between formal and informal situations.
7. Respond Promptly.
8. Show Respect and Restraint

31
Task 1
How to empathizewith a customer
Watch the video scene at
least twice
Viewing Task: What is the difference between Sympathy and
Empathy?
Showing empathy
It is Important to understand fully what a customer is complaining about if we are to deal with
their problem effectively. To clarify the key facts surrounding a complaint, we often use the
question form. However, note that when we are clarifying facts relating to the “blame” in a
situation, we often use statements with a rising tome instead of standard questions.
Read-
Define Empathy
Empathy, the art of seeing a problem through a customer’s eyes, is an essential component
to a successful customer service culture. However, empathy doesn’t come naturally to
everyone you hire to work in your call center or behind your counter. The good news is
that empathy is also a skill that can be learned through a few simple steps. We have a path
to empathy that will raise your customer service to a whole new level.
How to Show Empathy
Making a connection
You are talking to someone, and suddenly he/she tells you something emotional, such as "I
just lost my job." How do you respond? Respond with empathy, and you will greatly
improve your relationship with the other person. But respond as if you do not really care,
you could ruin the relationship. Empathy, literally "in feeling", is the capability to
appreciate, understand, and accept another person's emotions. Showing empathy
genuinely is one of the most important interpersonal skills that anyone must master.
Unit 5

32
Steps……
1. Listen attentively
Listen attentively to what the other person is saying. This will allow you to absorb
what they say and be able to respond appropriately. Eliminate distractions: put down the
book you're reading, turn off the TV, etc. Focus all your attention to what the other person
says. Pay attention not only to the words spoken, but also to the way these words are
communicated (tone, inflection, mannerism, etc).
2. Maintain good eye contact.
Let your body language convey empathy. Maintain close (but not too close) proximity.
Establish comfortable eye contact. Maintain good body posture. Don't fidget or do other
things that show disinterest, but rather direct 100% of your attention toward the other
person.
3. Reflect upon what they said
Reflect upon what the other person just said. Reflecting upon what the other person
said helps to show that you are understanding and interpreting what is said, give the other
person a chance to elaborate further on the feelings being experienced, and demonstrate
your concern for the other person. Say something like "Sorry to hear you just lost your job;

33
I see this is upsetting to you," "you look a little sad right now," and "this is hard to talk
about."
4. Validating the other's emotions is central to the process of showing empathy!
Validate the other's emotions; immediately agree with what the other person just
said. Validating, or justifying, the other person's emotions helps to convey your
acceptance and respect for the feelings the other person is experiencing. For example, "I
can understand why you would be upset under these circumstances," or "anyone would
find this difficult," or "anyone would have felt the same way," or "your reactions are totally
normal."
5. Support one another
Offer personal support. Offering personal support goes beyond words to enhance
rapport by letting the other person know that you want to help. E.g. "I want to help in any
way I can; please let me know what I can do to help."
6. Engage the other in a partnership
Engage the other person in a partnership. A sense of partnership helps the other
person to feel that he/she can be part of the solution, and that you are willing to be there
to help. E.g. "Let us work this out together." "After we talk a little more, perhaps we can
work out some solutions that may help."
7. Express respect for the other's coping skills
Show respect whenever possible. Showing respect by focusing on the positive aspects
further enhances rapport and fosters effective coping skills. For example, "Despite your
feeling so bad, you are still coping so well. That is quite an accomplishment. I am very
impressed by how well you are coping with the uncertainty."
Task 2

34
material:Introduction to the video
Examplesof Good Customer Care
Viewing task: What is the
Hallmark?
Howto handle an Irate Customer on the Phone
Survey
Have you ever received good customer service? When and where did you receive it and how did you
rate it? Not Bad Good Very Good Excellent
Directions: Discuss with your group the kind of Customer Care that you expect when calling your local phone
company.
Please state the nature of your phone call: -Please keep in mind it is important that you write downany new
vocabulary that you have learned!
Poor Fair Good Excellent
The Customer Service Representative was courteous and responsive to my
question(s):
The Customer Service Representative was patient and answered all of my
questions in terms I could understand:
The Customer Service Representative took ownership of my situation and saw it
through to resolution:
At the completion of the telephone call, my impression of the overall level of
service I received was:
My overall rating of the Customer Service Center in resolving my inquiry in a
timely and efficient manner is (i.e. 1st phone call, minimum number of transfers,
etc.):
My current satisfaction level with the Customer Care Department is:
We would appreciate you taking an extra minute to shareany specific feedback you have regarding your call,
good or bad. Your critical feedback is essential to us interms of our ability to provide quality service to all of
our customers. This is nota goal; it is an obsession!

35
_____________________________________________________________________________________
_____________________________________________________________________________________
Task 3
45)-Listening (Tracks 43
Listening to Customer Care Representatives
Directions: Listen to three short extracts from customer care calls on the audio recording.
Write down how each of the customer care representatives shows empathy.
Call 1 ______________________________________________________________________________
Call 2_______________________________________________________________________________
Call 3_______________________________________________________________________________
48)-istening (Tracks 46L
Listen to the conversations again without the customer care representative’s lines.
Take the part of the customer care representative and then make up your own
using the information you have already learned.
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________

36
Task 4
Role Play
Listening: listen to the customer needs & queries; restate to clarify or confirm understanding of
customer concerns, empathize with customers (when necessary)
Directions: Now role play with your partner and use inflection, energy, volume and
pace when speaking
I am an irate customer”
•What makes customers upset
•Consequences
•Benefits
Key Vocabulary
Customer care representatives(reps)
gather information
resolvethe problem
deal with complaints
not our policy
troubleshoot
glitch
Key Phrases
What seems to be the problem?
What happened exactly?
I'm afraid it's not our policy to ...
I promiseyou I'll ...
Did you read the instructionsthat came with the...?
How were you usingthe...?
I understand you'reupset, sir.
I'm just tryingto understand theproblem.

37
We’resorry that you’vehad a problem with this product.
Is there anythingelse I need to know about this that I haven’t thought to ask?
-Inspirational Quote: Askyourcustomers to be part of the solution,anddon’t viewthemas partof the problem.-Alan Weiss,
Ph.D.
Practice Sheet
Student A is the customer Student B is Customer Care
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?

38
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.
5
T
a
s
k
Writing an Email
(Sce
nario 3)
Write a clear,conciselogofthe incident.Document (in detail) every major point of the call. It is
not important to note every single word uttered, but keep a point-form log of anything that may
assist others whodeal with the customer in the future. Example-
Email Format-
Customer: Bob Smith
ISSUE: The customer is calling because he recently visited store #112 and claims that the representative at the cash
register was rude and condescending.
DISCUSSION:
-Allowed the customer to explain the situation fully:
-The customer states that on 01/01/09 he went to store#112 to purchase a do-dad and he went to pay had some
issues with the pin number for his credit card. The customer states that at this point the cashier became rude and
made comments about the customer’s age.
-I apologized for the customer’s feelings, but did not make a direct apology.
-I offered to call the store and speak to a manager on the customers behalf: the customer declined, and stated he just
wanted to make us aware.

39
Now write your own!
Task 1
Bad
Customer Care
Viewing task: How does the Customer Representative treat the
customer?
A crucial part of successfully dealing with a customer’s complaint is being able to purpose
action to remedy the problem. This needs to be offered promptly and satisfy both the
customer and business.
Listening (Track 52)
Listen to four people on the audio recording explaining a recent bad experience. Match the
pictures A-D with each experience. Briefly describe the problem next to each picture.
Resolution: Calling Store #112 will confirm employees for 01/01/ 09 and register a formal complaint on behalf of
the customer.
Customer Care: Maha Al Marri * Customer Care Department * 974 667-0834
Unit6

40
A
___________________________________________________________
________________________________________________________________________________
B
_________________________________________
________________________________________________________________________________
C
_________________________________________
_________________________________________________________________________________
D

41
_________________________________________________
_______________________________________________________________________________
Group Presentation
Have you ever complained about something? What was the problem and what was the solution?
Were you satisfied?
Directions:
Discuss this topic with your group, write and role-play the problem and the
solution. If you were satisfied, or not satisfied.
-Please keep in mind it is important that you write down any new vocabulary that you have learned!
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Task 2
Customer CareQuiz
Directions:
Make sure you're on track with your customer service practices. Review your customer
service savvy by taking this quick quiz.
Customer Care Questions -- True or False? True False
1. Customers are more easily satisfied if their expectations are
effectively managed.

42
2. In responding to a frustrated customer's question, it's a good
idea to immediately offer a solution.
3. Most upset customers will calm down if you offer a sincere
apology.
4. If a customer gets the wrong idea from a sales rep, it’s okay to
tell the customer that sales will say anything to make a sale.
5. When a customer calls for technical support, it’s realistic to
require them to explain the problem in highly technical
language.
6. When you answer a call, and the customer really needs to
resolve the issue with another department, it's your
responsibility to make sure the customer reaches someone who
can help.
7. When dealing with an angry customer face to face, making no
eye contact and looking away will feel better for you and the
customer.
8. When dealing with an abusive customer on the phone, it's
important to hang up right away.
9. On a technical help desk, the agents who are the smartest
technically are always rated most helpful and customer friendly
by the customer.
10. After resolving a customer complaint, the customer is impressed
with your customer service if you contact them to make sure
they're satisfied and thank them for their business.
11. Customers trust you more if they have problems with your
product or service and receive speedy resolution, than if they
have no problems with your product at all.
12. The most credible advertising is a satisfied customer.
Task 3
The PassiveVoice
We often use the passive voice in business English. We use it to describe processes and
procedures when we are more interested in the process itself than who does it. In written
English, it gives a more formal style and it is less personal than the active. It can be

43
particularly useful when writing about situations that involve blame or conflict because
the passive voice distances in individuals from the situation.
to be + past participle
How to form a passive sentence when an active sentence is given:
- object of the "active" sentence becomes subject in the "passive" sentence
- subject of the "active" sentence becomes "object" in the "passive" sentence" (or is left out)
Active: Peter builds a house.
Passive: A house is built by Peter.
Examples
Active Peter builds a house.
Simple Present
Passive: A house is built by Peter.
Active: Peter built a house.
Simple Past
Passive: A house was built by Peter.
Active: Peter has built a house.
Present Perfect
Passive: A house has been built by Peter.
Active: Peter will build a house.
will-future
Passive: A house will be built by Peter.
Active: Peter can build a house.
Modals
Passive: A house can be built by Peter.
Practice
Change these sentences into passive

44
Example-
The company advertised the job in the newspaper>The job was advertised in the newspaper
1. The company appointed Mr. Harris in 1999.
_________________________________________________________________________________
2. The Human Resources manager interviews candidates.
_________________________________________________________________________________
3. They hold a general meeting every November.
_________________________________________________________________________________
4. Someone delivered the software late.
_________________________________________________________________________________
5. They completed the market research last week.
_________________________________________________________________________________
6. They have canceled the 3:30 train.
_________________________________________________________________________________
7. Someone will translate the contract into four languages.
__________________________________________________________________________________
8. They were sending out the financial details last night.
__________________________________________________________________________________
9. Someone is repairing the copy machine now.
__________________________________________________________________________________
10. The shop is closed because someone is redecorating it.
__________________________________________________________________________________
Task 4
Role Play
Directions:

45
Draw a jeopardy style quiz square on the board. Choose one of the three topics and fill in
the headings of the square. The teacher asks the question and students must answer with
the passive voice.
Topics: Student
Points:
Sunken Ships:
How was the Titanic sunk? (By an iceberg)
Where wasthe Titanic sunk? (Atlantic Ocean)
When was the U.S.S. Arizonasunk? (1941)
Who sank the Russian fleet in 1905? (Japanese)
Destroyed Cities:
How was Pompeiidestroyed? (Volcano)
How was San Francisco destroyed in 1906? (Earthquake)
What destroyed Japan? (Tsunami)
Who destroyed the city of Troy? (The Greeksor Odysseus)
Production:
Where is rice grown?
Where are cars manufactured?
Where is steel produced?
Where are semiconductorsmanufactured? (Taiwan, Korea, U.S.)
T
a
s

46
k
5
(Scenario 4)
Writing a Letter
Using the prompts below, write your version of the sample letter using the passive
voice.
Paragraph 1: Short greeting and summarize the position.
Paragraph 2: Give more details.
Paragraph 3: Communicate that the changes will not inconvenience the customer
Paragraph 4: Thank the customer for their business
Letter Format-

47
-Inspirational Quote: Caremore than others think wise. Risk morethanothers thinksafe. Dreammore thanothers think
practical. Expect more thanothers thinkpossible.-Howard Schultz, CEO Starbucks Coffee
T
a
s
k
1
Teambuilding
Viewing task: Define the meaning of
the word “Team”
Vocabulary
Directions:
Fill in the sentences with the correct vocabulary.
communicators respect cowardly suggestions communication
blaming skills good work proposals paraphrasing
heavy workload deadlines team member brew confusion
successes faith nod guarantee underestimated
Pointing the finger considering teammate helping hand isolate
Read-
Working on teams can be rewarding, but at times it can be difficult and downright frustrating.
If there are poor 1._________________ on your team, you may often feel left in the dark, confused
Unit7

48
or misunderstood. To create a successful team, effective 2._______________methods are
necessary for both team members and leaders. Even though some people understand their
communication 3._________________need improving, many aren't certain how to improve them.
So, in the following article, we've outlined how to avoid some common team blunders as well
as some helpful advice on how to be a better 4.__________________or leader overall. Go… team!
If You’re a Team Member
Communicate, Communicate, and Communicate
If you have a problem with someone in your group, talk to him about it. Letting bad feelings
5.________________will only make you sour and want to 6._______________yourself from the group.
Not only does it feel good to get it out, but it will be better for the team in the long run.
Don't Blame Others
People in your group lose respect for you if you're constantly 7.______________others for not
meeting 8.___________________. You're not fooling anyone; people know who isn't pulling his
weight in a group. 9.___________________will only make you look 10._______________. Group
members understand if you have a 11.__________________ and weren't able to meet a deadline.
Saying something like, "I'm really sorry, but I'll get it to you by the end of today." will earn you
a lot more 12.______________than trying to make it seem like it's everyone else's fault that you
missed your deadline.
Support Group Member's Ideas
If a teammate suggests something, always consider it – even if it's the silliest idea you've ever
heard! 13._______________the group's ideas shows you're interested in other people's ideas, not
just your own. And this makes you a good 14.______________. After all, nobody likes a know-it-all.
No Bragging
It's one thing to rejoice in your successes with the group, but don't act like a superstar. Doing
this will make others regret your personal 15._____________and may create tension within the
group. You don't have to brag to let people know you've done a good job, people will already
know. Have 16._______________that people will recognize when 17._______________ is being done
and that they'll let you know how well you're doing. Your response? Something like "Thanks
that means a lot." is enough.
Listen Actively
Look at the person who's speaking to you, 18._____________, ask probing questions and
acknowledge what's said by 19.__________________points that have been made. If you're unclear
about something that's been said, ask for more information to clear up any confusion before
moving on. Effective communication is a vital part of any team, so the value of good listening
skills shouldn't be 20._________________________.
Get Involved
Share 21.______________, ideas, solutions and 22._______________with your team members. Take
the time to help your fellow teammates, no matter the request. You can 23.________________there

49
will be a time in the future when you'll need some help or advice. And if you've helped them in
past, they'll be more than happy to lend a 24.______________________.
Task 2
Sharing Conversation-Use the Team Building handout!
What are your opinions on team building?
-Please keep in mind it is important that you write down any new vocabulary that you have learned!
Directions:
After reading (Team Building) discuss with your group the kind of team building that you
feel that is important to your Company’s Customer Care.
First impressions
 It takes ten seconds for a customer to form their first impression of an
organisation be it good or bad.
 Therefore it is vital that businesses do everything to ensure that they get it
right from the beginning.
 First impressions count!
___________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________

50
____________________________________________________________________________________
____________________________________________________________________________________
Task 3
Employee Empowerment
Viewing task: What is Empowerment?
E MPLOYEE
Read-
CustomerService
Customer service associates operate more efficiently when they have a comprehensive
understanding of company guidelines and the authority they have as individual representatives.
The company can improve customer service effectiveness by empowering service associates to
make on-the-spot decisions, rather than having every decision go through management. An
example of this is allowing each representative a dollar amount that he is authorized to refund
customers to solvea customer service issue. These decisions should be monitored and reviewed to
make sure that the representatives are making choices that help the company, rather than always
benefiting the customers.
JobDuties
The one person that understands the most effectiveway todo a job is the experienced employee
whohas been doing that job for years. The company can benefit from allowing experienced
employees to alter job duties that make the company more productive. For example, an employee
may notice that doing basic maintenance on a particular machine once a week, as opposed to once
a month, improves the output of that machine and extends equipment life. The employee then
consults management and alters the job duties of his position to include weekly maintenance on
the machine instead of monthly. Empoweredemployees help toevolve job descriptions to make
them more relevant to future employees and the company's success.
TeamStructure
Empowered employee groups are encouraged to create their own structure so that the team can
feel comfortablein the way it worksand increase productivity.The manager monitors the team

51
performance but only interferes if necessary. The structure that the team has created on its own
dictates how the team processes information and how the team efficiently executes its duties.
Motivation
A work team can avoid the scrutiny of the company if it continually performs above company
expectations, and without incident. Todo that, the group develops ways to motivate itself and
develops methods for staying efficient. For example, team members willoften take it upon
themselves to remind the rest of the group of the benefits of high productivity,including pay raises
and management recognition. An empowered group takes on the task of cross-training each of the
members to do the basics of each other’s' jobs. This way,if a team member is ever out ill, the team
can still be productive.
Task 4
Customer Care Test
Directions: Choose the correct multiple answer from each question.
1.
When working with customers, use the C.A.R.E. method to ensure that
you're meeting appropriate service standards. C.A.R.E. stands for...
a. Courtesy, active listening, responsiveness, effectiveness
b. Curiosity, active listening, respect, effort
c. Courtesy, assertiveness, responsiveness, effectiveness
d. Customers are really essential.
2.
Which is not appropriate while speaking with a customer on the
telephone?
a. Keeping a notepad and taking notes.
b. Having a conversation with a co-worker.
c. Waiting for the customer to finish speaking.
d. Reading back an account or phone number.
3. What is the last item that should be completed in an email to a customer?
a. Your contact information.
b. The Subject line.
c. The text of the email.

52
d. The To line.
4.
What differentiates a company in a customer's mind more than anything
else?
a. The range of products and services offered.
b. Impeccable customer service.
c. The company that offers the most value overall.
d. The best prices.
5. Which statement is true?
a. It's alright to chew gum when you're on the phone with a customer.
b.
Writing a lengthy email to a client is acceptable as long as everything is
true.
c. The customer can hear your attitude over the phone.
d. It's not necessary to respond to a customer's email right away.
6. Active listening in customer service means...
a. anticipating the needs of the customer.
b. participating in the conversation.
c. being present to the customer rather than being in the future or the past.
d. quickly determining what the customer needs.
7.
When the phone rings at work, it should not ring more than ______ times to
ensure excellent customer service.
a. 4
b. 1
c. 2
d.
3

53
Task 5
Make Customer Care Count!
Planning brings your future into present
Read-
It isn't enough just to want something.
You've got to ask yourself, 'What am I going to do to get the things that I want.'
You're going to need a plan.
Your challenge is to bridge the gap which exists between where you are right now and the
goals that you want to reach. With a definite, step by step plan, you cannot fail, because
each step will carry you along to the next step, like a track.
All you need is the plan, the road map, and the courage to press on to your destination.
Knowing where you're going is all you need to get there.
You can't get lost on a straight road.
The ABC's of Handling Mistakes
A - Acknowledge your error and accept responsibility for it. Don't try to fix the blame on
other people or circumstances. When you fix the blame, you never fix the problem.
B - Be gentle with yourself. The game is only half over. This is not the first mistake you
ever made, nor will it be the last. You are still a good and caring person. Besides, later you
may laugh at the blunder, so try to lighten up a bit now.
C - Correct it and move on. Correcting mistakes may also mean to make amends, if
necessary. 'Those who are wise don't consider it a blessing to make no mistakes," says
Wang Yang-Ming. 'They believe instead that the great virtue is the ability to correct
mistakes and to continually reinvent oneself.'
8.
If a customer calls with a complaint, in order to provide the best possible
customer service, you should...
a.
tell the customer he or she is right and promise that it will never happen
again.
b. stop the customer right away because you know the answer to the issue.
c.
listen courteously and actively, be responsive to the customer's concerns,
effectively resolve the issue as soon as possible.
d. put the customer on hold and turn the call over to your supervisor.

54
Congratulations,youhavejustreceivedan'A' inthis class.Keep believing inyourself.'
Now go back to your team leader and discuss ways that you can change the
qualities of service that you provide for your customers.
You might suggest writing a team empowermentpact!
Thank you for attending this course
With Expression!

Karama

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