Video bài nghe Market Leader Upper Intermediate – Unit 10: Customer Service – HocHay (phần 1)

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Market Leader Upper Intermediate – Unit 10: Customer Service – Listening

 

A. Listen to the second part and complete these extracts.

I would say that we try to exceed …………………… (1), [ … ] we have to have ………… (2) with the ………… (3) and we have to try and judge each client ………… (4), so that we sense what Philip Newman-Hall they are ………… (5) for and try and ………… (6) that service all the time.

We also must provide …………………… (7) of service.

… ‘the standards you set are the ………… (8) you ………… (9).

 

Đáp án:

1. customers’ expectation

2. empathy

3. client

4. individually

5. looking

6. provide

7. consistent standards

8. standards

9. get

 

B. Listen to the third part and answer these questions.

1. What do all the staff at Le Manoir do, and why is this useful when dealing with demanding customers?

2. What does Philip say about expectations?

 

Đáp án:

1. They all stay in the house overnight. It helps them understand what it is like for a guest and what guests might expect.

2. Expectations are very high. Philip says it’s very ‘high-end’, meaning it’s expensive, and therefore customers expect the best standards. 

 

C. Listen to the final part. How are customers changing, what are they doing, and how can this be useful?

 

Đáp án:

Customers are questioning what they receive for their money. They are complaining more; this can be useful because it gives feedback.

A. Complete the beginnings of the sentences (1-7) with words from the box. Then complete each sentence with an ending (a-g).

compensation         complaints         guarantee         payment         rapport         refunds        standards

1. When you handle …………, it is important

2. You can establish a ………… with a customer if

3. A money-back ………… if not completely satisfied is often

4. Companies which do not meet their ………… of service

5. Giving ………… promptly and without fuss to dissatisfied customers is one indicator

6. When a company is at fault, a one-off goodwill ………… is a useful way

7. Financial ………… for poor customer service is not the

 

a) only way to meet customer expectations.

b) will lose customers.

c) you know about their buying habits.

d) to be diplomatic.

e) to retain customer loyalty.

f) of high-quality customer service.

g) a minimum expectation these days.

 

Đáp án:

1. d complaints

2. c rapport

3. g guarantee

4. b standards

5. f refunds

6. e payment

7. a compensation

 

B. Match the idiomatic expressions (1-7) to their meanings (a-g).

1. pass the buck	a) forget to do something
2. get to the bottom of the problem	b) paid far too much for something
3. the last straw	c) avoid responsibility
4. slip my mind	d) find the real cause of something
5. ripped off	e) the last in a series of irritating events
6. talk at cross purposes	f) try harder in order to achieve something
7. go the extra mile	g) misunderstand what someone else is referring to

 

Đáp án:

1. c

2. d

3. e

4. a

5. b

6. g

7. f

 

C. Use the expressions from Exercise B in the correct form to complete these sentences appropriately.

1. The helpline person was very good and spent time with me. She started at the beginning in order to ………… and find a solution.

2. He’s the person responsible. He shouldn’t try to ………… and blame others for his mistakes.

3. Several customers have complained about our service contract. They say they’re paying far too much and feel they have been ………….

4. I meant to send him a brochure, but we were very busy. I got distracted and it ………….

5. They wanted to place a larger order. I thought they wanted a bigger discount. We were ………….

6. They ignored my complaints, but what made me really angry was when they refused to refund my money. Really, it was ………….

7. She was extremely helpful and was prepared to ………… to solve the problem, so I’ll definitely use the company again.

 

Đáp án:

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

Xem thêm ngữ pháp Danh động từ trong tiếng Anh tại: https://dethi.hochay.com/danh-dong-tu-cd

 

 

A. The article above has many examples of the gerund (shown in bold).

Find:

1. two examples as the subject of a sentence

2. one example as the object of a sentence or clause

3. three examples following a preposition.

 

Đáp án:

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 refocusing (line 12), to speaking (line 19), as searching (line 95), between maintaining… and being (line 100-103), of missing (line 109), by keeping (line 116)

 

B. Match these sentences (1-6) to their meanings (a-f).

1. I regret telling you …	a) I am sorry about the bad news I am about to tell you.
2. I regret to tell you …	b) I told you and I wish I hadn’t.
3. We stopped producing the Alpha model	c) We stopped the production of something else in order to produce the Alpha model.
4. We stopped to produce the Alpha model.	d) We stopped the production of the Alpha model.
5. I tried speaking to Customer Services.	e) I couldn’t get through to anyone there.
6. I tried to speak to Customer Services.	f) It didn’t resolve the problem.

 

Đáp án:

1. b

2. a

3. d

4. c

5. f

6. e

 

C. Complete these guidelines for improving customer service with suitable gerunds. Add some tips of your own.

Improving customer service

Recommended ways of improving customer service include:

1. …………… calls promptly.

2. …………… research to find out what customers need.

3. …………… staff training programmes in customer care.

4. …………… quickly with complaints.

5. …………… the customer is happy with the outcome.

6. …………… from complaints.

7. …………… a rapport with customers.

8. …………… about customers’ buying habits.

9. …………… refunds promptly to dissatisfied customers.

10. …………. customers who are worried.

 

Đáp án:

1. returning

2. carrying out

3. introducing

4. dealing

5. ensuring

6. learning

7. establishing

8. finding out

9. giving/offering

10. reassuring 

 

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