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Holiday Lessons - Customer Service Day

By Derrick Crawford,2014-05-01 05:51
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Holiday Lessons - Customer Service DayHoli

    CUSTOMER

    SERVICE DAY

    http://www.eslHolidayLessons.com/01/customer_service_day.htmlCONTENTS:

    The Reading / Tapescript 2 Phrase Match 3 Listening Gap Fill 4 Listening / Reading Gap Fill 5 Choose the Correct Word 6 Multiple Choice 7 Spelling 8 Put the Text Back Together 9 Scrambled Sentences 10 Discussion 11 Student Survey 12 Writing 13 Homework 14 ALL ANSWERS ARE IN THE TEXT ON PAGE 2.

    CUSTOMER SERVICE DAY

THE READING / TAPESCRIPT

    Customer Service Day is on January the 17th. At least, it is in America. Not sure about the rest of the world. This is a day for companies and businesses to reflect on the importance of providing good customer service. It’s also a day for customer service managers and staff to explore new ways to keep the customer happy. This is the day when the customer really is always right. If everything goes according to plan on Customer Service Day, customers will come again, and again, and again. Staff should always go the extra mile for customers and remember that service is always with a smile. Customer Service Day is also the time for bosses to thank their hardest-working customer service representatives.

    What do you think of Customer Service Day? Don’t you think it should be every day? When we look at TV, the Internet or magazines, there are hundreds of ads that tell us how special customers are. How many ads and TV commercials really make you feel important? Perhaps it’s a good time for customers (that’s you) to complain if you don’t get good service. You could remind the

    sales staff what day it is! If that doesn’t work, ask them if they really think “Customer is King”. Are companies most interested in “keeping the customer satisfied,” or are they just interested in profits? Have you ever visited a customer care website or phoned a freephone customer service number? Have you ever complained about poor service? Did it work?

    Copyright ? www.ESL Holiday Lessons.com 2

    CUSTOMER SERVICE DAY

PHRASE MATCH

    Match the following phrases from the article.

    Paragraph 1

    1. a. Not sure about the the customer happy 2 b. reflect on the importance of providing mile for customers 3. c. explore new ways to keep according to plan 4. d. If everything goes rest of the world 5. e. Staff should always go the extra with a smile 6. f. service is always good customer service

Paragraph 2

    1. a. you think it should in profits 2 b. hundreds of ads that tell us how what day it is 3. c. complain if you don’t special customers are 4. d. remind the sales staff be every day 5. e. just interested service number 6. f. phoned a freephone customer get good service Copyright ? www.ESL Holiday Lessons.com 3

    CUSTOMER SERVICE DAY

LISTENING GAP FILL

    Customer Service Day is on January the 17th. ________________ America. Not sure about the rest of the world. This is a day for companies and businesses ________________ importance of providing good customer service. It’s also a day for customer service

    managers and staff to ________________ to keep the customer happy. This is the day when the customer really is always right. If everything ________________ plan on Customer Service Day, customers will come again, and again, and again. Staff should always ________________ for customers and remember that service is always with a smile. Customer Service Day is also the time for bosses ________________ hardest-working customer service representatives. What do you think of Customer Service Day? Don’t

    ________________ be every day? When we look at TV, the Internet or magazines, there are hundreds ________________ how special customers are. How many ads and TV commercials really make you feel important? Perhaps it’s ________________ customers (that’s you) to complain if you don’t get good service. You could remind the sales staff ________________! If that doesn’t work, ask them if they really think “Customer is King”. Are companies most interested in “keeping the customer satisfied,” or are ________________ in profits? Have you ever visited a customer care website or phoned a freephone customer service number? Have you ________________ about poor service? Did it work?

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    CUSTOMER SERVICE DAY

    WHILE READING / LISTENING GAP FILL Put the words into the gaps in the text.

     Customer Service Day is on January the 17th. At __________, it

    is in America. Not __________ about the rest of the world. This is reflect a day for companies and businesses to __________ on the extra importance of providing good customer service. It’s also a day for

    smile customer service managers and staff to explore new ways to

    plan __________ the customer happy. This is the day when the customer really is always right. If everything goes according to least __________ on Customer Service Day, customers will come thank again, and again, and again. Staff should always go the

    sure __________ mile for customers and remember that service is

    keep always with a __________. Customer Service Day is also the time for bosses to __________ their hardest-working customer service representatives.

     What do you think of Customer Service Day? Don’t you think it

    __________ be every day? When we look at TV, the Internet or feel magazines, there are hundreds of __________ that tell us how satisfied special customers are. How many ads and TV commercials really

    ads make you __________ important? Perhaps it’s a good time for

    visited customers (that’s you) to __________ if you don’t get good service. You could remind the sales staff what day it is! If that really doesn’t work, ask them if they __________ think “Customer is should King”. Are companies most interested in “keeping the customer

    poor __________,” or are they just interested in profits? Have you ever

    complain __________ a customer care website or phoned a freephone customer service number? Have you ever complained about

    __________ service? Did it work?

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    CUSTOMER SERVICE DAY

CHOOSE THE CORRECT WORD

    Delete the wrong word in each of the pairs of italics.

    Customer Service Day is on January the 17th. At last / least, it is in

    America. Not sure about the rest / resting of the world. This is a day

    for companies and businesses to reflection / reflect on the importance

    of providing good customer service. It’s also a day for customer service managers and staff to explore / exploring new ways to keep

    the customer happy. This is the day when the customer reality / really

    is always right. If everything goes according to plan on Customer Service Day, customers will come again, and again, and once / again.

    Staff should always go the extra mile / smile for customers and

    remember that service is always with a frown / smile. Customer

    Service Day is also the time for bosses to thank their hardest-working customer service representatives.

    What do you think of Customer Service Day? Doesn’t / Don’t you think

    it should be every day? When we look at TV, the Internet or magazines, there are hundreds for / of ads that tell us how special

    customers are. How many ads and TV commercials really get / make

    you feel important? Perhaps it’s a good time for customers (that’s you)

    to complain if you don’t make / get good service. You could remind /

    reminder the sales staff what day it is! If that doesn’t work, ask them if they really think “Customer is King”. Are companies most interested in “keeping the customer satisfied / satisfying,” or are they just

    interested in profits? Have you ever visited a customer care / caring

    website or phoned a freephone customer service number? Have you ever complained about poorly / poor service? Did it work?

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    CUSTOMER SERVICE DAY

MULTIPLE CHOICE

    Customer Service Day is on January the 17th. At (1) ____, it is in America. Not sure about the rest of the world. This is a day (2) ____ companies and businesses to reflect on the importance of providing good customer service. It’s also a day for customer service managers and (3) ____ to explore new

    ways to keep the customer happy. This is the day when the customer really is always right. If everything goes according to (4) ____ on Customer Service Day, customers will come again, and again, and again. Staff should always go the extra mile for customers and (5) ____ that service is always with a smile. Customer Service Day is also the time for bosses to (6) ____ their hardest-working customer service representatives.

    What do you think of Customer Service Day? Don’t you think it should be (7)

    ____ day? When we look at TV, the Internet or magazines, there are hundreds of ads that tell us how special customers are. How (8) ____ ads and TV commercials really make you feel important? Perhaps it’s a good time for customers (that’s you) to complain if you don’t (9) ____ good service. You could remind the sales staff what day it is! If that doesn’t work, ask them if they really think “Customer is King”. Are companies most (10) ____ in “keeping the customer satisfied,” or are they just interested in profits? Have you ever visited a customer (11) ____ website or phoned a freephone customer service number? Have you ever complained about (12) ____ service? Did it work?

    Put the correct words from this table into the article. 1. (a) (b) (c) (d) lost less lesser least

    2. (a) (b) (c) (d) with for to so

    3. (a) (b) (c) (d) stuff staffing staff stuffing

    4. (a) (b) (c) (d) plan plans planned planning

    5. (a) (b) (c) (d) remember memory memorize reminder

    6. (a) (b) (c) (d) thanks you thanks thankful thank

    7. (a) (b) (c) (d) every all each whole

    8. (a) (b) (c) (d) much many more most

    9. (a) (b) (c) (d) make be get present

    10. (a) (b) (c) (d) interesting interest interests interested

    11. (a) (b) (c) (d) careful caring care cares

    12. (a) (b) (c) (d) poverty poor poorly poorest

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    CUSTOMER SERVICE DAY

SPELLING

    Spell the jumbled words (from the text) correctly.

    Paragraph 1

    1. reflect on the importance of gpvirniod good customer service 2. elxoerp new ways to keep the customer happy

    3. If everything goes racdgnoci to plan

    4. Staff should always go the extra lime for customers 5. service is always with a mleis

    6. thank their etshdar-working customer service representatives

Paragraph 2

    7. hundreds of ads that tell us how alciesp customers 8. dinrem the sales staff what day it is

    9. Customer is niKg

    10. keeping the customer detsaisfi

    11. a customer care bwietse

    12. Have you ever ocdmneplai about poor service

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    CUSTOMER SERVICE DAY

PUT THE TEXT BACK TOGETHER

    Number these lines in the correct order.

    ( ) website or phoned a freephone customer service number? Have

    you ever complained about poor service? Did it work?

    ( ) happy. This is the day when the customer really is always right.

    If everything goes according to plan

    ( ) day? When we look at TV, the Internet or magazines, there are

    hundreds of ads that tell us how special customers

    ( ) world. This is a day for companies and businesses to reflect on

    the importance of providing good customer

    ( ) “keeping the customer satisfied,” or are they just interested in

    profits? Have you ever visited a customer care

    ( 1 ) Customer Service Day is on January the 17th. At least, it is in

    America. Not sure about the rest of the

    ( ) are. How many ads and TV commercials really make you feel

    important? Perhaps it’s a good time

    ( ) on Customer Service Day, customers will come again, and again,

    and again. Staff should always go the extra

    ( ) mile for customers and remember that service is always with a

    ( ) day it is! If that doesn’t work, ask them if they really think

    “Customer is King”. Are companies most interested in

    ( ) for customers (that’s you) to complain if you don’t get good

    service. You could remind the sales staff what

    ( ) What do you think of Customer Service Day? Don’t you think it

    should be every

    ( ) service. It’s also a day for customer service managers and staff

    to explore new ways to keep the customer

    ( ) smile. Customer Service Day is also the time for bosses to thank

    their hardest-working customer service representatives.

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    CUSTOMER SERVICE DAY

    SCRAMBLED SENTENCES With a partner, put the words back into the correct order. 1. Not world the of rest the about sure 2. good service importance providing customer the of 3. new explore happy customer the keep to ways 4. to according goes everything If plan

    5. a with always is service that remember smile 6. every think day it should Don’t be you ? 7. feel TV really you important commercials make 8. staff it could sales day You the what is remind 9. interested satisfied customer the keeping in 10. ever you Have service poor about complained ? Copyright ? www.ESL Holiday Lessons.com 10

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