Good Sefvice When is customer service really customer disservice? People are increasingly dissatisfied with the level of service they receive. Here, we take a look at some of the things that people most frequently complain about. Rude servers Everyone has a story about a rude or incompetent server in a bar or restaurant. Poor service can really spoil a special meal or important business meeting. In countries like the U.S.A, tips make up a significant part of a server's wage so they have a clear incentive to treat the customer well. However, some servers become aggressive when they do not receive what they think is a fair tip. Being put on hold Companies are very willing to talk to you when making a sale, but as soon as you have a problem or you need more information, you find it impossible to speak to someone who can help you. All too often, you are put on hold and forced to listen to a recorded message assuring you, “Your call is important to us” or you are subjected to endlessly repeated music, lists of options to choose from, and then more 60 Unit 10 recorded messages. If you ever manage to actually talk to a human being, they usually quickly say that it is not their department and they put you on hold again Help lines Many products such as computers. are sold with access to a help line which is supposed to offer support to the consumer. Unfortunately, many of the people working on the help lines are not helpful at all They are not really qualified for the job, they don't listen to the problem, and they often don't offer any work- able solutions. Sometimes they simply read from a script. To add insult to injury, often callers are charged a higher rate for these telephone calls. ‘Overcharging by trades people We are dependent on electricians, plumbers, mechanics, and builders to help us. If you do not have a good relationship with reliable trades people, you can really be at their mercy. Complaints include exorbitant prices, unprofessional work, and sometimes, never even finishing the job. If you have water running all over your floor or your car is broken down in the middle of a snow storm, you are not usually in position to negotiate a fair price and people are often taken advantage of by ‘cowboy’ companies or individuals. Many women feel that they are particularly vulnerable, Taxi drivers who take longer routes, understaffing at airport check-in desks, anything to do with civil servants, the list goes on and on, So what can we do about it? Most people simply do not have the time, energy, or inclination to follow up when things go wrong, but if we did complain more whenever things go wrong perhaps, attitudes would change.VOCABULAR Here are some words that will be useful in this unit, How many do you know’? Work with a partner to figure out the meaning of any words that you don’t know after-sales service consumer rights putonhold support call center get through to put through to. take responsibility compensate initiative refund talk from a script complimentary _ policy rip off tip What other words and phrases do you know related to the topic? VOCABULARY ACTIVITIES \. Fill in the blanks with words or phrases from the list above. Remember to use the correct word forms. There are increasing numbers of 1 ______ where the employees have to deal with inquiries about a number of different products and services they know little about, Often, when consumers try to get help they get 2. and have to listen to a repeated recorded message or monotonous music. They are then 3 someone who is not really interested and do not get the level of 4 that they requ re or deserve, Many workers in call centers are badly paid and are not given much 5. for improving their service. They are bored. Many call center workers just end up 6. and are not permitted to use their 7. when it comes to actually helping the consumer. In addition, they are basically anonymous and have no real relationship with the person on the other end of the phone. It’s difficult for consumers to demand their 8. or get a 9, when they can’t 10. anyone who will help them: B. Read these quotes. What is happening 1. I'm sorry. You were slow and the food was cold. I'm only leaving you five percent. I have been listening to this horrible music for 20 minutes. No one seems to be answering. I'm so sorry that your CD player didn’t work properly. We don’t have anymore in stock so V'Il put a credit on your card. 4. [don’t want to speak to the sales department, I need technical help. You're the fifth person Pe talked to so far. 5. We paid for a luxury cru GRAPHIC ORGANIZER List ten things about customer services that a ¢ and found ourselves on a rusty little boat that made us seasick. noy you. Work with a partner. Compare your ideas most 1 aworin a 4 5 8 1 8 8 = aswoving Good Service 64POINTS OF VIEW You have to fight for your rights. PRE-LISTENING QUESTIONS 1. Have you ever been in a situation where you were really unhappy about something you bought? What did you do? SITUATION: Ethan is discussing his complaints Ethan FOC Ethan FOC Ethan FOC Ethan Foc Ethan FOC Ethan Foc Ethan roc 2. How forceful should you be when you are complaining? with the hotel's front desk clerk. | don't like to complain, but we are very unhappy. ‘Oh, | am sorry to hear that, Sir. How can | help? ‘The main problem is that the room is nothing like the one shown in the brochure. We booked a luxury room and we've found ‘ourselves in tiny box with no view. Plus, the standard of cleanliness is poor and the service so far has been appalling, I'm not sure | understand. It's @ perfectly adequate room. The rooms can't all be identical to the brochure and you can see the pool from your room. ''m sorry, but I'm not interested in looking at the swimming pool. We came here to look at the ‘ocean. That's why we specifically asked for an ocean-view room. ‘You must understand that it's impossible to have everyone in a room that looks out on the ocean. The building is just not designed that way. Ifthat’s the case, you should state it clearly in your brochure. Well, I'l have to 100k into that. | think that you should do something to compensate us forall of this. ‘Compensate you? You've been here for two days already. Why didn't you tell me immediately? You're right, | probably should have done, but | was tied when we arrived and | didn’t want to upset my wife. | think that the least you can do is give us some money back. That's just not possible. ‘You can't expect us to pay these high charges for this poor level of accommodation. It's just not satisfactory. If you can't help then I'd like to speak with someone who can. I'd like to see the manager, please. I'm very sorry that you're not happy. Normally our hotel has a no refund policy, but Il discuss this with the manager. In the mean time, I'd like to offer you a complimentary meal in our restaurant tonight and I'l see if we have an ocean-view room available, erry LH rec FOR UNDERSTANDING Pees eds a 62 Unit 10 cee ae) What are Ethan’s main complaints about the room? nee ee 1. 2. What are the front desk clerk’s excuses? Ce 3. What kind of threat does Ethan have to use before he gets any action? ‘aaiaaMaaenaial 4, Describe Ethan’s manner when he is complaining 5. Were Ethan’s complaints justified? Work with a partner. Compare your answers.PRACTICE AND DISCUSSION PERSONALIZATION Complete thes sentences with your own ideas. In Ethan place, L would. When I complain, 1 If someone complains to me, 1. The last time I complained about something. I wouldnt bother complaining about. Now share your sentences with a classmate. DISCUSSION STRATEGIES - Complaining There are a number of ways we can make complaints. Work with a partner. Consider which of these you would use to make strong complaints. | don’t like to complain but... The problem is that. That's not really the issue... We are very disappointed, Ihave to disagree with you. The least you can do is... You can’t expect... Ihave the right.. I don’t care That's not good enough. Ifyou can't ..., | will. Hinsist. I want to speak to ..., immediately. 1am unhappy with... ‘Think of more examples, Discussion Strategy in Action Listen to the conversations. Decide if the person’s complain/request is mild or strong. Summarize what is being discussed. Conversation Strong Mild Topic 1 wan Discussion Practice Work with a partner. Take turns making complaints in these situations. You recently bought a computer. It isn’t working. You don’t know much about computers. You bought a new coat last week in a special sale, The seam on a sleeve has come apart You just got your car repaired, but it still does not run v ¥y well. The mechanics are not very helpful The person who is serving you has been rude and ignores you. It is a very nice restaurant and you are taking your friend out for his/her birthday Good Service 63FURTHER ACTIVITIES ROLE PLAY Brainstorming: Think of difficult situations when you need to complain about something. What are effective and ineffective ways of complaining? Does it ever help to lose your temper? Work with a partner. For each situation below, one of you must complain to the other. Be as diplomatic as possible, but get your point across. Take tums playing the role of the person complaining. Continue each dialog until you have settled the complaint fairly. The customer ordered 24 items from a supplier but only 8 arrived. The supplier insists that they sent 24, They use another company to make the deliveries. 2. The customer went to see a movie but had a terrible time because some of the other people in the movie theater were very loud and rude. The customer wants a refund, The manager thinks that it is not his/her fault if members of the public are inconsiderate. 3. Aweck ago your partner’s friend installed your ear radio, He charged you much less than normal, but now the radio does not work and he won't fix it. 4, A family had a big party at an expensive hotel. Unfortunately, a fight broke out causing a considerable amount of damage. The manager of the hotel wants compensation from the head of the family. ACTIVITY Make a list of examples of poor customer service. Work with a partner. Compare your lists then discuss reasons why good customer service is important and can benefit the company. Suggest ways of improving customer service in different types of companies. SPEECHES - Know your consumer rights How important is it to know and exercise your rights as a consumer? Give a short speech about this, Consider the following: What are your rights as a consumer? Do you have fewer rights if th What are your responsibilities as a consumer? Why is it good for everyone if people complain when service is bad? What happens if people don’t complain? What are the right and the wrong ways to complain? How can you be sure that your complaints are effective? sm or service is inexpensive? Use examples from your own experience where you complained effectively or where you could have complained more effectively. Give your speech to a small group. Hold a short question and answer session afterwards. 64 Unit 10BUILDING VOCABULARY Replace the underlined words with a phrasal verb from the list below. Remember to use the correct word form. WRITING Write a letter or email of complaint, Consider the following Compare your completed letter/email with your classmates” letters Which do you think are most/least effective? Why? CONSOLIDATION AND RECYCLING / back up break down fix up get through pay back rip off show up wipe off wipe out I tried to connect on the phone to the electronics company because my new TV has stopped working I wanted someone to come and repair it. When I finally spoke to a woman she said that they couldn’t find any record of my purchase because a computer virus had erased all their files and they hadn't saved the files, She couldn't do anything. I said that it was a complete swindle and I wanted her to refi d the full price of the TV immediately, Suddenly her attitude changed and she promised that a repair man would appear the next day + What the situation is and what you wa complaining. toa hieve by + Who would be the best person to complain to? + How to clearly set out the situation and effectively get what you want in the end (think about the tone of your letter etc.) + What your consumer rights are in this situation. + What course of action you can/will take if you do not get a satis! factory response. & REFLECTION 1. What approach do you think you will take when complaining in the future? 2. What are some of the difficulties when complaining in a different country? What are ways of ‘overcoming these? 3. Is the customer always right? Good Service 65Anyone who consistently impresses. us with their talents is worthy of adulation. Sporting achievement is perhaps the perfect vehicle for creating wholesome heroes and loyal fans will go to great lengths to see every game and collect alll kinds of memorabilia associated with their team or favorite athlete. The entertainment industry has probably produced an even wider fan base than sports. The best actors, singers, musicians, and dancers attract thousands of fans. Talent is important, but it also helps if they are good looking. But even fictional characters from a book or movie can have a loyal following. Characters such as Harry Potter draw fans from all ages and many cultures People can now become famous, or at least infamous, for doing very little and these ‘minor celebrities’ also have fans that follow every aspect of their lives: the parties they go to, the people they date and the trouble they get into, 66 Unit 11 Following the actions of an individual or group of famous people can be a useful way of bonding with family friends, and strangers. Fan clubs can be established to share the fans’ common interests and many stars assist their better organized fan clubs and may interact with their fans through Internet chats and blogs. Unfortunately, some celebrities can become so caught up in their own fame that they disrespect the people who actually put them in the limelight — the fans. When thrilled fans finally meet their idols, it can be very disappointing to find that someone they have hero-worshipped for so long can be so rude and self-centered in person. On the other hand, fans can also be fickle and when they start to find the object of their adoration less interesting, the fans Quickly disappear from view and the celebrity's fifteen minutes of fame’ is suddenly up. Most people would admit that they admire a certain celebrity, sports team, or athlete. Some people may also admit that they are such a devoted fan that they have seen ‘every movie a director has made or they can recall the tiniest detail of their team’s match data, but being such a devoted fan is something that people usually grow out of. They may Still be interested in their team as they get older, but wouldn't be too upset if they can't get to every game any more, However, some fans can become obsessive. Following their idol can take over the fan's life and there have been cases of extreme fans tuming into stalkers. Sometimes the stalking consists of relatively harmless. but annoying activities such as hanging around the house, leaving gifts, and even going through their idol’s garbage. But it can also take on more dangerous turns as demonstrated by the case of the stalker who tried to kill President Reagan just to get Jodi Foster's attentionVOCABULARY Here are some words that will be useful in this unit. How many do you know? Work with a partner to figure out the meaning of any words that you don’t know. aggressive damage idol security anti-social behavior devastate obsess stalk ban fame paparazzi thrill celebrity fixation provoke worship What other words and phrases do you know related to the topic? VOCABULARY ACTIVITIES \. Complete the text with words from the list above. Remember to use the correct word form. A lot of 1 _____ complain about being 2,__and harassed, but in reality, it happens to a lot of ordinary men and women every day. 3. ___ people, like film stars, are often 4. when their photos are repeatedly taken by the 5 or 6 fans. They often have to take on extra 7. to protect themselves from this, However, ordinary people can also have 8. __ experiences when people develop a 9. _ on them and follow them, send them unwelcome letters, emails and phone messages. This kind of 10. can be very 11 for the victim and often causes severe anxiety, depression, or other ailments. In some places the police do take it seriously and will 12, ___ the stalker from coming close to the victim, However, sometimes they don’t and this can have very serious consequences as in the cases of John Lennon (who was murdered) and Monica Seles (who was injured during a tennis match). B. Each group of words contains one word that does not belong there. Make a sentence with that word. Work with a partner, Compare your ideas. 1. famous celebrated collected 2. worship idolize ban 3. aggressive behavior anti-social behavior worshipful behavior 4, thrill disappoint devastate 5. obsession fixation paparazzi GRAPHIC ORGANIZER List words to describe a typical fan for each of these. Work with a partner. Compare your ideas. Sports team Athlete Teenage pop group Classical singer __ Computer game ‘Author Fans 67POINTS OF VIEW #fans get out of control, they should be punished PRE-LISTENING QUESTIONS. 1. Think of situations where sports fans got out of control. What happened? 2. What do you think the authorities should do about this? SITUATION: Kim and Amy are discussing out of Kim Amy Kim Amy kim Amy Kim Amy Kim Amy kim Ww 68 Unit 11 control fans. | can't believe it. Next week's concert has been cancelled. I've been looking forward to itfor months. That's too bad. Why was it cancelled? There have been some problems recently with rival gangs that support other groups and a fight broke out at the last concert. A few people ended up in hospital and there was some damage to properties near the stadium. Now everyone is being punished because of a few stupid people. That's so frustrating. Look, | know you were looking forward to the concert, but on the other hand, it's not acceptable for fans to behave like that, is it? | know, but it was only a few people and those individuals should be punished, not everyone. | had no idea music fans behaved like that. Maybe the authorities felt they had to take drastic action. And there will be other concerts. You obviously don't understand what it's like. I'm really passionate about this group, | love listening to their music, discussing it with my friends, buying merchandise, planning for the concerts. A big part of my life revolves around supporting this group. | really feel like I'm part of something and now | feel devastated. |1do understand that. I mean, I'm not into music that much, but I'm a huge basketball fan. ‘Are you? | didn’t know that. Yes, | never miss a game. And | have a blog which | update with the stats from every game before the end of that day no matter where | am or what I'm doing. | can tell you the scores and highlights of every game for the last five years. Okay, that pretty much makes you the most devoted sports fan I've met, and a little weird too. | can't believe | didn’t know that about you. eres ee CHECK FOR UNDERSTANDING bs tialedneel eat) What has happened to the concert Kim was supposed to go to? Why? sae ila Why does Kim think this is unfair? Why does Amy think that it’s not unfair? What do you think? Why does Kim feel “devastated”? What did Kim learn about Amy? yaene Work with a partner. Compare your answers.PRACTICE AND DISCUSSION PERSONALIZATION Complete these sentences with your own ideas. Fans who are out of control should/shouldn +. Fans who are well-behaved should/shouldn t 1 is/isn ¥ the responsibility of the team to Anti-social behavior such as... is Real sports fans enjoy Now share your sentences with a classmate DISCUSSION STRATEGIES - Acknowledging anger and emotio That's really too bad. You must be... | really sympathize/feel for you. That must have been. That's so true, | do understand. Think of more examples. Discussion Strategy in Action Listen to the conversations. Is the person expressing sympathy or not? Sympathetic Not Sympathetic Discussion Practice Work with a partner. Take turns finding different ways to express sympathy in the followit Then suggest ways of getting over the disappointment. 1. A devoted fan of a long running television program is very upset because the fan club is closing after 20 years. A loyal fan of a baseball team has lost his lucky cap (it was autographed by a very famous baseball player who is no longer alive). A famous singer is getting psychiatric treatment be, harassing her wherever she goes. use of the pressure of fans following and A group of fans has traveled overseas to see their team play in the final match of a competition. On the way to the game they are delayed and won't make it to the stadium in time Fans 69el ai alan U EA Ae ROLE PLAY Brainstorming: What kind of fan behavior can be harmful? Think of different situations in which obsessive fans can be damaging to the person/team/group they obsess about, to themselves or to their friends and families. Work with a partner. Act out the following situations. 1. A teenager is trying to convince a friend not to be so obsessive about a pop star or actor. ‘Someone is trying to convince another fan not to be so aggressive when he goes to the games, ‘Someone is trying to persuade his wife/her husband to stop spending so much money and time on buying things related to his/her favorite film star. 4, A parent is trying to get his/her son to get some help because they think he will do something extreme to get the star’s attention, ACTIVITY Make a list of the advantages and disadvantages of being famous, Work with a partner, Compare your ideas. Being Famous Advantages Disadvantages SPEECHES - Keep cool You are the manager of a team that is doing very well this season. It is half-time in an important game. The referee has made some decisions that favor the other team and some of the fans have been getting angry. The organizers have warned that if there are any more incidents, your team will be disqualified Give a brief speech to the fans. Consider the following: + What is the message you want to get across? + What is the most effective way of talking to this group of people? + What kind of suggestions can you make for ways of avoiding conflict with your team’s fans, the opposing team’s fans and the referee? + How can you keep the speech upbeat while getting your message across? Give you speech to a group of students. Ask them how effective they think it would be. 70 Unit 14CONSOLIDATION AND RECYCLING BUILDING VOCABULARY The meaning of what we say can change with different intensifiers, Look at these examples. Then choose the option that completes the statement to reflect how you feel. Hysterical fans at a pop concert can be a.a little irritating b. extremely irritating c. hardly irritating at al 2. The police should treat stalking: a. somewhat seriously b. very seriously ¢. as seriously as possible. Selling “official” team souvenirs at very high prices is: a. an utter and complete rip off b. abit of a rip off €. quite a rip off 4, Apperson who is an obsessive fan might have: a. a slight problem. b. a serious problem. ¢. a moderate problem. 5. II were a celebrity being stalked by a fan, 1 would: a. not be very worried. b, be more than a little worried. c. be massively worried WRITING Write a fan letter to someone famous you really admire. Consider the following: + Why you admire the persor + What in particular you think is remarkable about the person. + What kind of influence that person might have had on you Read your letter to a group without saying who it’s addressed to Let them guess who itis. REFLECTION 1. What do you think of fan behavior generally? Is there anything that bothers you about 2. Do you ever worry about people becoming too obsessed with celebrity? How important is it to be famous anyway? 3. Is being a devoted fan something that people “grow out of "? Fans 74