This document contains a practice presentation about customer service by Euliser Hernandez Solorzano for their TECNOLOGO EN CONTABILIDAD Y FINANZA program at SENA in Chia, Colombia in 2015. It includes examples of good and bad customer service behaviors, conversations between customers and customer service representatives, exercises to identify vocabulary and complete dialogues, and a final activity to create a company website focusing on customer service.

1. PRACTICE 8
Presentado por:
Euliser Hernandez Solorzano
Instructor:
JOHAN GABRIEL BUITRAGO
SENA
TECNOLOGO EN CONTABILIDAD Y FINANZA
FICHA: 749172
CHIA
2015

2. BEFORE START
Look at the pictures and identify each situation.
SAY IT AGAIN!
2. Listen the conversation between a caller and operator, then discuss about that
situation.
Ringing…
Operator: May I help you?
Caller: Hello?
Operator: Hello
Caller: I can ask you for my telephone service
Operator: You have the phone number already?
Caller: Yes, My phone number is 456792334
Operator: Directory assistance will be able to help
you. Wait a moment.
She isannoyed bythe call Call center call reception

3. Caller: I´m so…. But… who is this? Hey!
Ringing…
Female operator: Hello, May I help you?
Caller: Hello, I'm calling because I want to make a claim for my telephone service,
my phone does not receive calls or text messages, and does not have on
internet....
Female Operator: Excuse me Sir, What is your name?
Caller: My name is Thomas Klein
Female Operator: Mr Thomas, It is important to pay your telephone service, when
you pay can re-call.
Caller: But I…
Female Operator: You remember that you spoke to Jane, was a pleasure to
serve…
Caller: I already pay…
PI PI PI PI
3. Complete the chart using bad or good customs for customer service according
to the listening.
WRITE IT UP
Good customs Bad customs
1. kindly greet
2. Answer time
3. Pay attention to the client's
request
4. Solve the problem
5. kindly goodbye
1. Do not greet
2. Hang up the call
3. Not paying enough attention
4. Not pay bills on time
LET´S START
1. Given the above situation, write different solutions to the complaint presented to
Mr. Thomas.
To Consider…
There are certain customer service skills that every employee must master if they are
forward-facing with customers.

4. Go to other instances
Not have the capacity or the arguments to solve the customer complaint
2. Identify other situations where you have had to live experiences like Mr.
Thomas.
I Tale internet service at home, when damaged is a bit complicated to
communicate with the area responsible for never solved immediately but pass the
call gives other hand, is much delay in providing solution..
TOCK, TALK!
3. Work in groups of three and try to find other solution to this situation!

5. KEEP UP READING!
4. Read the following article and identify new vocabulary.
5. According to the text, write True or False. T F
a. Customer service is the provision of service to customers before,
during and after a purchase.
b. A customer service experience can change the entire perception
a customer has of the organization.
c. Customer service isn´t a series of activities designed to enhance
the level of customer satisfaction.
d. The essence of good customer service isn´t forming a relationship
with customers
GOOD CUSTOMER SERVICE
Good customer service is the lifeblood of any business. You can offer promotions and
slash prices to bring in as many new customers as you want, but unless you can get
some of those customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them
away happy - happy enough to pass positive feedback about your business along to
others, who may then try the product or service you offer for themselves and in their
turn become repeat customers.
If you're a good sales person, you can sell anything to anyone once. But it will be
your approach to customer service that determines whether or not you’ll ever be able
to sell that person anything else. The essence of good customer service is forming a
relationship with customers – a relationship that that individual customer feels that he
would like to pursue.
x
x
x
x

6. 6. Read the dialogue, Identify customer services expresions and then complete it.
The phone rings…
Receptionist: Greenwich hotel, my name is China. May I help you?
Secretary: Good morning, my name is Jane Mills and I need a room. Is it
necessary to make a reservation?
Receptionist: Yes, It´s necessary.
Secretary: Do you have any rooms available?
Receptionist: Yes, in this moment we have a penthouse
Secretary: But, What's the daily rate?
Receptionist: The daily rate is ….
Secretary: Is there air conditioning in the room?
Receptionist: Yes, of course
Secretary: I would like a single room
Receptionist: Ok, a single room…
Secretary: But, Is breakfast included in the price?
Receptionist: No, you must include our special room service.
Secretary: Could I see the room?
Receptionist: Yes, after you!
Secretary: OK, I'll take it, but I have one more question, Can I pay with
credit card?
Receptionist: Off corse
Secretary: ok, then can you book me? Please
Receptionist: Well I need your datas, who is the book?
Secretary: Thomas Geat
Receptionist: Perfect miss your book is ready.
Secretary: Thank you very much
Receptionist: You are welcome, bye bye

7. 7. Read the dialogue
Jane, the secretary arrives at the airport and meets with Mr. Sanchez, a
foreigner who wants to make an investment in other Company.
Jane: Excuse me… Are you Mr. Mr. Sánchez?
Mr. Sánchez: Yes, I am.
Jane: Good morning Mr. Mr. Sánchez. I am Jane Mills. I am Mr. Clinton secretary.
Pleased to meet you.
Mr. Sánchez: My pleasure.
Jane: Welcome to United States. How was your trip?
Mr. Sánchez: It´s was great, but I am tired.
Jane: Ok… Let´s take a taxi.
15 minutes later…
They arrive to the hotel and here Mr. Clinton is waiting for them.
Jane: Mr. Clinton, I´d like you to meet Mr. Sánchez from Colombia.
Mr. Clinton: How do you do?
Mr. Sánchez: How do you do?
TRAIN YOUR BRAIN
Modal verbs: We use mustn´t to express prohibition. You mustn´t touch these wires. (It´s
forbidden), also we use must to express a strong advice or necessity. You must brush your teeth
after meals.
Affirmative form Negative Form Contraction
Present tense Can Cannot Can´t
Past tense Could Could not Couldn´t
 We use can or could to express possibility. They can electrocute themselves. (It´s
possible). “Could” is a formal expression.

8. Mr. Clinton: Welcome to United States Mr. Sánchez.
TO CONSIDER
8. Answer the following questions according to the dialogue and your life
experiences.
a. Why is it important to invest in other companies?
Because earning capacity that can generate is quite high and less risky
b. What is the success of a company?
Having a solid foundation of knowledge and service or product that will provide
c. Why is it important to provide good customer service?
It is important to customer service, for customers to keep buying and taste is to
ensure revenue for the company
Hi! How are you?
Fine thanks. And you?
Are you Mr.Tomas?
Yes, I am.
Pleased to meet you
My pleasure.
ABCs
Match the sentences and create a situation using the vocabulary
a. Pleased to meet you 1. Yes, I am.
b. Hi! How are you? 2. I live in Oxford St.
c. Are you Mr._______? 3. My pleasure.
d. Where do you live? 4. How do you do?
e. How do you do? 5. Fine thanks. And you?

9. Where do you live?
I live in Oxford St.
How do you do?
How do you do?
9. Complete the dialogue using customer services expressions
Mr. Sánchez arrives to the Hotel…
Mr. Sánchez: My room key please. Could you wake me up at 7 a.m.?
Receptionist: Yes, Sir
Mr. Sánchez: Where can I leave my valuables?
Receptionist: In our safe-cracking
Mr. Sánchez: Ah ok! What time do I have to check out?
Receptionist: Right now!
Mr. Sánchez: Ok, thank you!
When Mr. Sánchez arrives to the room…
Mr. Sánchez: Could someone bring some extra towels up to my room?
Housekeeper: Yes Sir, I will help you
Mr. Sánchez: Is there a laundry or dry-cleaning service?
Housekeeper: Yes, Sir.
Mr. Sánchez: Ok, thank you! , where I can have breakfast
Housekeeper: in the food court located on the first floor.
Mr. Sánchez: Ok, thank you!

10. WRITE UP!
10. Dealing with money…
a. Look at the people in the pictures. Where are they and what is the relationship
between them?
b. Look at the sentences in the first column of the table below. Which pictures does
each one relate to? Who do the say it to?
Sentence Picture Who said it? Who did they say it to?
Is there a reduction for
students?
3 Customer Ticket seller
How would you like to pay,
sir?
1 customer The seller
How much do you want for
these?
4 the buyer The seller
How much will it cost
roughly?
2 The passenger The driver
You can have them both for
$60 how´s that?
4 the buyer The seller
It´s free for children under
twelve.
3 Ticket seller Customer
How much do I owe you? 1 customer The seller
I´d like to pay by credit card,
please.
1 customer The seller
It´s okay, you can keep the
change.
2 The passenger The driver
I´ll give you $18 for both of
them.
4 the buyer The seller
4
1 2
3

11. If you´d just like to sign
there, please.
1 The seller customer
TOCK, TALK!
Work in pairs. Choose one of the situations below and decide who you are going to
be. Spend a few minutes planning what you are going to say. Then act out a short
dialogue.
SAY IT AGAIN!
Listen the conversation and complete it.
James: Jane?
Jane: Hi, I have a meeting
James: You always have meetings. very interesting.
Jane: Oh, thank you.
James: You work all the time?
Jane: Oh no, not all the time. I take a break.
James: My boss, Joanna has meetings. Sometimes, as now the meetings are too
long. I'm a little tired. I do boring jobs.
James: Same jobs every day. The rest Monday, Tuesday is Wednesday, it's the
same for me. Same space but I like my job.
TOCK, TALK!
In the following situations what you can provide good or bad customer service?
 Utilities.
 Call center.

12.  Supermarket customer services.
 A medical appointment.
Do you know other situations? Tell us about problematic situations where you have
not found a solution and customer service quality.
TRAIN YOUR BRAIN
Although we look at be able to here, it is not a modal verb. It is simply the verb be plus an
adjective (able) followed by the infinitive. We look at be able to here because we sometimes
use it instead of can and could.
We use be able to talk about ability, also Be able to is possible inall tenses,forexample:
 I was able to swim...
 I have beenable to drive...
 She isn´t to able to ride a horse.
Whenyoucall the customerservice phone companies,myhusbandhadabad
experience ata costume rental site bymismanagementandbadservice that
theywere providing,mistreatedtothe person

13. Read and try to solve this situation using ABCs.
TO CONSIDER
If I had had my own company, I would have offered an
excellent customer services…
Which advantages can you develop in your company
with a good customer services?
TO CONSIDER
If you had your company, how would the customerservice that
you provide?
If one of your employeeshasbad customerservice,what
wouldyou do?
I´m sorry you were transferred 12 times before
reaching us. The person who can handle your
emergency worksinthisdepartment.She will be
right with you…as soon as she is back from
vacation.
Hello,Ineed to talk with
Sarah Anderson;Ineeda
medical appointment
urgently.

14. Complete the sentences with the third conditional.
1. If I had known (know) the answer to the last question, I would pass (pass) the
exam.
2. If you had applied (apply) for that job, you would got (get) it.
3. If I had heard (hear) the weather forcast, I had took.(take) my umbrella with me.
4. If Peter had took (take) a map with him, he would not have gotten lost (get lost).
TRAIN YOUR BRAIN
THIRD CONDITIONAL
With the third conditional we talk about the past. We talk about a condition in the past
that didnot happen. That is why there is no possibility for this condition. The third
conditional is also like a dream, but with no possibility of the dream coming true.
CONDITION RESULT
PAST PERFECT WOULD HAVE AND PAST PARTICIPLE
If Tara had been free yesterday I would have invited her.
If I'd passed my driving test, I would have bought a car.
If I had won the lottery, I would have bought a house
What would you have done if you had won the lottery?

15. 5. If you had left (leave) earlier, you would have arrived (arrive) on time.
6. We would have gotten (get) there quicker, if we had gone (go) by train.
7. If I had knew (know) that you were going to cook dinner, I would bought (buy) a
bottle of wine.
8. If the train has been delayed. (Be delayed), we would can not (can) go to the
cinema..
9. I would have gone (go) to the beach yesterday, if it had been (be) sunny.
10. If it had been (be) warmer, I would not wear (wear) my jacket.
CONSOLIDATION ACTIVITY
CREATE A COMPANY
1. In this last activity you have to create your own company website
 Make groups of 3 people and design the website. All the info of the Company must
be in English
 You must include all grammar topics & vocabulary of second competence.
(Passive and active voice).
2. The Company website has to include the following info and links:
 Name of the company
 Logo and slogan
 Objectives
 Mission
 Vision
 Products
 Services
 Publicity
 Contact
 FAQ
3. Be creative, use pictures and all the resources you consider.
 Post the Website link on your Blog.