This document provides an overview of lessons for English II for weeks 8-9. It covers topics like customer service, vocabulary, and grammar. For customer service, it emphasizes that customer satisfaction is key to business success. It also notes that customer service representatives should be available to help but not intrusive. The vocabulary section defines words like "pass the buck" and "ripped off." Finally, the grammar section covers the difference between using gerunds and infinitives, noting that gerunds are used for real or completed actions while infinitives are for unreal or future actions. Exercises are provided to reinforce these grammar concepts.

1. English II En
Weeks 8-9
Prepared by: Diaa' Al Disuqui
Assistant Lecturer
College of Language and Communication
AASTMT

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4. 1- Customer Service is the backbone of any company. Your customer is
your actual target. The higher your customer service is, the more
satisfied your customer becomes, and the more successful your
business grows.
2- Yes, definitely.
3- CS reps should know their borders. They shouldn't be too intrusive,
nor should they impose themselves. They should just be there when
needed.
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5. Vocabulary,
P. 97
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6. Answers
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When you handle complaints, it is important to be diplomatic.
You can establish a rapport with a customer if you know about their buying
habits.
A money-back guarantee if not completely satisfied is often a minimum
expectation these days.
Companies which do not meet their standards of service will lose customers.
Giving refunds promptly and without fuss to dissatisfied customers is one
indicator of high-quality customer service.
When a company is at fault, a one-off goodwill payment is a useful way to
retain customer loyalty.
Financial compensation for poor customer service is not the only way to meet
customer expectations.

7. Vocabulary, P. 97
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8. Answers
1. Pass the buck
2. Get to the bottom of the problem
3. The last straw
4. Slip my mind
5. Ripped off
6. Talk at cross purposes
7. Go the extra mile
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c. avoid responsibility
d. find the real cause of something
e. the last in a series of irritating events
a. forget to do something
b. paid far too much for something
g. misunderstand what someone else is referring to
f. try harder in order to achieve something

9. Vocabulary,
P. 97
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1- get to the bottom of the problem
2- pass the buck
3- ripped off
4- slipped my mind
5- talking at cross purposes
6- the last straw
7- go the extra mile

11. Gerunds, P. 100
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12. Grammar reference, P. 150
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13. Gerund and Infinitive
At first glance, it may seem difficult
to know when to use an infinitive
and when to use a gerund. You will
find the following guidelines for
gerund/infinitive usage helpful.
Eng II En - Prepared by: Diaa' Al Disuqui 13

14. Gerunds
Gerunds are best for use in sentences about
actions that are real or complete, or that have
been completed.
v I stopped worrying about the future.
• In this example, the worrying was real, and it
happened until I stopped.
v I regret telling you that you’re terminated.
I’m really sorry.
• In this example, the termination is real and it
already happened.
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15. Infinitives
Infinitives are best for use in sentences about
actions that are unreal or abstract, or that will
occur in the future.
I’d like you to think about something.
• In this example, I’m asking you to think about
something, but the thinking hasn’t happened
yet.
I regret to tell you that you are terminated.
• In this example, the termination hasn’t
happened yet.
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16. Reading, P. 99​
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17. Exercise A, P. 100
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Answers
1) Using analytics (line 81); maintaining (line 97); acquiring (line 98); outsourcing (line
104)
2) Dealing (line 10); missing (line 109)
3) By using (line 7); on dealing (line 10); by refocussing (line 12); to speaking (line 19);
as searching (line 95); between maintaining… and being (lines 100-103); of missing
(line 109); by keeping (line 116)

18. Exercise B, P. 100
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Answers
1 – b
2 – a
3 – d
4 – c
5 – f
6 – e

19. Exercise C, P. 100
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Suggested answers
2- developing
3- conducting
4- dealing
5- assuring
6- learning
7- building
8- knowing/learning
9- making
10- comforting/handling

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