Página 6 - English for Customer Care Unit 2 Face to face with customers

Work with a partner to practise meeting a customer for the first time. Use the flow chart below
or make a dialogue that fits your own situation.
A B
Introduce yourself.
Respond.
Offer hospitality.
(coat/umbrella/something to drink)
Respond.
Ask a ‘small talk’ question.
Respond. Ask a follow-up question.
Respond. Ask another ‘small talk’ question.
Respond. (Repeat as long as possible.)
…
Stop the conversation and say goodbye.
Thank A and say goodbye.
14 UNIT 2 Face to face with customers
Match items from the three columns to make mini ‘small talk’ conversations.
1 So, have you ever
been to Vienna
before?
2 How was your trip?
3 Did you find us OK?
4 How was the weather
in London?
5 So, how are Pat and
John doing? Are they
still working hard?
6 Oh, are you
interested in tennis?
a Yes, no problem. It’s a very
nice location here, isn’t it?
b Actually, they’re both on
holiday now. In Portugal.
c Yes, I have. I was here four
years ago.
d Yes, I play in a local club.
e It was fine. The train was a
bit late but we arrived on
time.
f Nice, actually. It was sunny
and warm when I left.
A That’s good. We’ve been having
a bit of trouble with the trains.
They always seem to be late.
B You’re lucky. It’s been raining
here for three days now. Very
depressing.
C Me too. In fact, I’m playing in
a tournament this weekend.
D How lovely. I was in Portugal
two years ago. Do you know it?
E Oh, really? Was that for
business or pleasure?
F Yes, we like it. We’ve been here
for four years now.
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CUSTOMER FOCUS EXTRA
Good basic socializing skills help build your customer base. From the
beginning, your customers will see how you show interest and pay attention.
This is an important step in establishing a rapport with your customers.