Chapter 4: Clients and Customers
22 Reading
Hi! I’m Ray, your Strategy Coach. I will give you some important tips to help you build your learning strategies.
Before you read
Discuss the following questions to help you prepare for the reading.
- Look at the title of the reading text that follows. What do you think this reading will be about?
- Look at the headings. What information do you think you will read about in this text?
- Why does CDN Malls need a process to handle customer complaints?
Read
Read the following text, paying attention to the strategies suggested for dealing with customer complaints.
After you read
Comprehension
- What is this reading text about?
a) Customers who complain too much
b) The customer complaints database
c) The way to handle customer complaints
- Customer complaints
a) help CDN Malls improve
b) are usually impossible to deal with
c) should always be referred to someone else
- Why do staff need to follow the five-step process listed in the text when handling customer complaints?
a) To enter the necessary information in the complaints database
b) To deal with customer complaints professionally
c) To make sure that management will follow up on the complaint
- What do customers expect when they make a complaint?
a) That they are being listened to
b) That some action will be taken
c) Both a and b
- Give an example from the text of a closed posture.
- According to this text, the most important thing when handling complaints is
a) finding an immediate solution
b) expressing a sincere apology
c) asking for the help of a supervisor
- Reassuring statements can
a) calm customers by making them feel that you are on their side
b) show customers that you want their input
c) help customers understand the CDN Malls complaint process
- Why does CDN Malls have a complaints database?
a) So management can check and follow up on complaints
b) So customers can feel that something is being done
c) So staff can get help from management immediately
- Why is it important to summarize the customer’s complaint?
a) To make sure you got all the facts
b) To share it with others
c) To calm the customer down
Vocabulary
Meaning
- Find the following words in the text “Handling Customer Complaints.” Talk about their meaning in the reading.
a) confirm (Point 1)
b) follow up (Point 3)
c) maintain (Point 1)
- Fill in the sentences with suitable words from the list in the box.
| handle | apologized | regret | confirm |
| sincere | sympathize | complaints | hostility |
a) The team could not agree on a solution, and they started to argue. There was a lot of at the meeting.
b) She was not sure how to the complaint, so she forwarded it to the manager.
c) When the store closed early for no reason, there were a lot of from customers.
d) I am glad that you to that person for the mistake we made.
e) She felt very sorry about the incident, and it was clear that her apology was
f) Please the information with the person on the phone so we know it is correct..
g) W