I dnes vám Lidovky.cz ve spolupráci s jazykovou agenturou Skřivánek přináší pravidelnou lekci kurzu byznys angličtiny. Tentokrát se dozvíte, jak správně řešit stížnosti tak, abyste nepřišli o zákazníky. Správné odpovědi naleznete opět na konci lekce.
Before you start reading, match words that go together. Then read the first paragraph and check your answers:
1. Make a. disreputability
2. Spread b. refund
3. Invest c. customers
4. Lure d. an assumption
5. Deal with e. service
6. Give f. money
7. Provide g. complaints
"As there are not many complaints in our company, our customers must be satisfied” is frequently the first wrong assumption the company makes. In fact, only a few customers do complain. The rest of them just leave dissatisfied with the service provided and spread the disreputability of the company. The reason for not complaining can be scepticism or distrust. Customers simply do not believe that the company would deal with their complaints and that they would be given either refund or a new product. This negative "word-of-mouth” forces the company to invest more money into marketing in order to lure new customers as a compensation for those lost customers.
Read the next paragraph and fill in words beginning with “C”. Remember that some of the words can repeat:
1) C......s__ management of 2) c........s__ 3) c..__ save the 4) c.....y__ extra 5) c...s__ spent on marketing. If 6) c.......s__ want to 7) c......n__, the first thing they do is that they usually return to the store they bought the product or they 8) c.........e__ with the online store in which they purchased it. It is then necessary to resolve 9) c........s__ at this level of 10) c.....y__ structure as it will preserve trustful buyer-seller relationship and prevent 11) c......r__ frustration.
If you want to maximize the effectiveness of complaint management, determine the location where you can receive complaints. It is advisable to have trained people to deal with the complaints. Then: ... (read below)
Put the sentences into the correct order:
1. find out if the customer is satisfied
2. develop a system for keeping the record of customers´ complaints
3. investigate and analyze each of the complaints
4. process and record all the complaints you receive
5. resolve the problem and
6. acknowledge each complaint,
Finally, file the report and try to periodically analyze and summarise the complaints.
Read the following paragraph and fill in the prepositions from the box below:
about (2x), for (2x), in, of (2x), on, to (2x), with
One of the main key issues is commitment and continuing involvement 1)____ the company 2)____ this complaints handling process. The system that you develop 3)____ handling complaints should deal 4)____ the types of customers you depend 5)____, if you need your customers to return, you should stick 6)____ written rules 7)____ complaint-management system, you should double-check that the company is aware 8)____ and knows the rules well, or for example you should think 9)____ whether your complaint system is easily accessible 10)____ customers, ideally also publicized and advertised so that the customers know 11)____ the service you provide.
In the following paragraph there are five words that do not belong there. Read the text and remove the words:
While you speaking to a customer who wants to complain about something, the key issue is to listen carefully. The customer will really appreciate to this. Listening to complaints is also a good way to improve better the company reputation and the company products as if you are aware of what the customers would like to change, you can do it and prevent from further troubles. Also those customers who had already complained will have see that the company really listens to the complaints and works on their improvement.
Fill in the three types of rectification:
Small presents, vouchers or coupons will show that the company is really sorry for the troubles it caused to the customers and that it cares about them. You can even contact the customer a few days later to make sure that they are satisfied with the solution and that everything works as it should. Following this advice and thorough dealing with complains will help you to stay ahead of other companies.
Before you start reading... (1d, 2a, 3f, 4c, 5g, 6b, 7e)
Read the next paragraph... 1) Cautious, 2) complaints, 3) can, 4) company, 5) costs, 6) customers, 7) complain, 8) communicate, 9) complaints, 10) company, 11) customer
Put the sentences into... (2, 4, 6, 3, 5, 1)
Read the following paragraph... 1) of, 2) in, 3) for, 4) with, 5) on, 6) to, 7) for, 8) of, 9) about, 10) to, 11) about
In the following paragraph... 1) you, 2) to, 3) better, 4) from, 5) have
Fill in the three... refund, repair, replacement
Jazyková agentura Skřivánek
Skřivánek je největší jazykovou agenturou ve střední a východní Evropě. Na trhu jazykových služeb působí již od roku 1994. Kanceláře a učebny agentury Skřivánek najdete v 22 městech ČR a v dalších 13 zemích světa.