Unit 2: Customer Satisfaction. Topic 2.1. Customer service

1.

Unit 2: Customer Satisfaction
2.1 Customer service

2.

Customer-a person who buys goods or
services from a shop or business.
"Mr Harrison was a regular
customer at the Golden Lion"

3.

Satisfaction-fulfilment of one's wishes,
expectations, or needs, or the pleasure derived from
this.
"I looked round with satisfaction"

4.

• Customer satisfaction is defined as a
measurement that determines how
happy customers are with a
company’s products, services, and
capabilities. Customer satisfaction
information, including surveys and
ratings, can help a company
determine how to best improve or
changes its products and services.

5.

2. Customer Satisfaction. Customer
1 Service
A lead in business, also called a sales lead, is a consumer who is interested in what your
company has to offer.
A prospect is an individual or organization that fits a seller's criteria to be a
potential customer.
A person who purchases goods and services for personal use.

6.

2.
1
HOW TO KEEP YOUR CUSTOMERS HAPPY
1. LISTEN TO THEM
If you aren’t asking your customers for continual feedback, you’re not capitalizing on all the ways you can keep
them happy. Ask them questions either personally, or via digital communication. Deeply listen to the answers. If you
do this, you’ll often hear exactly how to keep customers satisfied from those who know best.
2. KNOW YOUR INDUSTRY BETTER THAN ANYONE
Keeping customers happy requires you to be the authority in your industry. For your business to stand out in a
crowded world, you need to be able to answer questions thoroughly and provide the best solutions to those you
serve.
3. REWARD LOYAL CUSTOMERS
Every good entrepreneur knows that keeping customers happy is more important than constantly gaining new
ones. Reward loyalty with discounts, free products, extra services or other bonuses that show you appreciate them
and that will keep them singing your praises.
4. CREATE ONGOING, ENGAGING CONTENT
You need to keep talking to your customers – and you can’t always do that in person. An engaging content strategy
through blogging, emails and social media will help you remain relevant and keep your customers informed.

7.

Best regards,
Thank you

8.

GRAMMAR TIP
Remember that we do not usually use state verbs in the
continuous form, e.g.
be
know
understand
feel
USEFUL PHRASES
Thank you for coming in today.
Please take a seat.
Are there any questions you'd like to ask
us?
It’s been a pleasure meeting you.
We’ll let you know shortly.

9.

Spotlight 2.
Ex 3
5
Singular & Plural forms
an
who
many
layers
1
ring
nyala
matura
papyrus
Old English
tempus
Rage Italic
copperlate
Bradley
TW Cen MT
An
MV Boli
ancient
Japanese
coat
Now listen and do
questions 1-10
harrington
❌ ✘
Complete the table below