9.customer Service

1
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1. Warm Up
Answer and discuss these questions in pairs or as a class.
1. Who do you call when you have questions about a product?
2. Have you ever called a toll-free number?
3. Do you think email is a good way to ask questions? Why or why not?
4. What kind of questions do you have before you buy a new book?
5. What are some ways to contact a company?
Office Life
Lesson 9 of 15 : Customer Service
August 15th, 2008
_____ Im calling you because Im interested in buying your companys book, Learning
English, for my students, but I have a few questions.
_____ My name is Rita Wei and Im a professor at English University.
_____ Your name was listed in the catalog as my representative.
_____ Sincerely,
_____ First, can you tell me how many pages the book has?
_____ Dear Mr. Timson,
_____ Third, are there any ancillary materials?
_____ Classes are only ten weeks long and I cant use a long book.
_____ I called the toll-free number, but it was automated and I couldnt get through to a
person.
_____ Second, does the book cover all the verb tenses?
_____ Thank you for your help.
_____ Its imperative that my students have access to this material.
_____ Rita Wei
August 16th, 2008
_____ To accompany the explanations, the book has exercises and activities on each
verb tense so your students will get a lot of practice.
_____ Dear Professor Wei,
_____ The book does cover all the verb tenses.
_____ Thank you for your message.
_____ The text has 150 pages so it is ideal for a ten-week class.
_____ Customer satisfaction is important to River Education Books and I want to make
sure your expectations are met.
_____ Im happy to answer your questions.
_____ Sincerely,
_____ Lastly, Learning English has several ancillaries including a workbook, a study
guide, and a website.
_____ Lee Timson
_____ Please let me know if I can answer any other questions.
2. Correspondence Building
The correspondence below is not in the right order. Work alone or with a
partner to put the email messages in the right order. Then practice reading the
correspondence. Underline any words or phrases you don!t understand.
3. Find business words and
phrases. !
Circle any words or expressions from the
emails that you think are useful in the
ofce. Write them below.
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
ltimson@rivereducationbooks.com
Questions about textbook
Rita.Wei@englishuniversity.edu
Re: Questions about textbook
2
4. Match these words or phrases to their correct denitions. !
1. toll-free
2. representative
3. imperative
4. ancillary
5. ideal
6. accompany
7. satisfaction
8. expectations
9. automated
10. get through
5. Fill in the blanks with the right form of the correct word or phrase. "
1. Is it possible to have your _________________ number, so I don!t have to pay for the phone call?
2. A lot of people don!t like __________________ customer service systems, because they want to talk to a real person.
3. After being on hold for 15 minutes Jamie hung up the phone, as she couldn!t ___________________ to anybody.
4. It is ___________________ that the sales people are able to answer all the questions pertaining to the product they sell.
5. People like to have extra things _____________________ the products that they buy.
6. Mike inquired about any _________________ material that may come together with his English textbook.
7. You want all your customers! __________________________ to be met.
8. My ___________ job would be working as a stock market trader.
9. Our business slogan is: Customer _____________________ is always guaranteed!
10. Charles looked up the name of his ________________________ in the business supplies catalog he recently received.
____ a. very important
____ b. to go with
____ c. belief that someone should behave or act in a certain way
____ d. without any cost
____ e. perfect
____ f. to reach a destination or person
____ g. operated by a machine
____ h. authorized to deal on behalf of a company
____ i. happiness
____ j. extra, additional
6. Reading
Now practice reading the email messages with a partner. Take turns practicing the pronunciation. Discuss what you think is good
about the correspondence. (Your teacher will provide you with the full emails on a separate sheet.)
7. Speaking
Write your own dialogue. Work with a partner and write your own conversation using at least four words or phrases from today!s lesson.
One should represent the company while the other asks questions about a product. Practice and memorize the dialogue, then present it
in front of the class.
8. Writing "
Think of something that you want to buy. What questions do you have about it? Write an email message to the company asking your
questions. When you nish, exchange email messages with a partner. Write a reply to your partner!s email message.
Office Life
3
August 15th, 2008
Dear Mr. Timson,
My name is Rita Wei and Im a professor at English University. I called the toll-free number, but
it was automated and I couldnt get through to a person. Your name was listed in the catalog as
my representative. Im calling you because Im interested in buying your companys book,
Learning English, for my students, but I have a few questions.
First, can you tell me how many pages the book has? Classes are only ten weeks long and I cant
use a long book. Second, does the book cover all the verb tenses? Its imperative that my
students have access to this material. Third, are there any ancillary materials?
Thank you for your help.
Sincerely,
Rita Wei
August 16th, 2008
Dear Professor Wei,
Thank you for your message. Im happy to answer your questions.
The text has 150 pages so it is ideal for a ten-week class. The book does cover all the verb
tenses. To accompany explanations, the book has exercises and activities on each verb tense so
your students will get a lot of practice. Lastly, Learning English has several ancillaries including
a workbook, a study guide, and a website.
Please let me know if I can answer any other questions. Customer satisfaction is important to
River Education Books and I want to make sure your expectations are met.
Sincerely,
Lee Timson
ltimson@rivereducationbooks.com
Questions about textbook
Rita.Wei@englishuniversity.edu
Re: Questions about textbook
Office Life
4
Im calling you because Im interested in buying
your companys book, Learning English, for my
students, but I have a few questions.
My name is Rita Wei and Im a professor at
English University.
Your name was listed in the catalog as my
representative.
Sincerely,
First, can you tell me how many pages the book
has?
Dear Mr. Timson,
Third, are there any ancillary materials?
Classes are only ten weeks long and I cant use a
long book.
I called the toll-free number, but it was automated
and I couldnt get through to a person.
Second, does the book cover all the verb tenses?
Thank you for your help.
Its imperative that my students have access to
this material.
Rita Wei
! !
In Task 2, your students are required to put the email in the correct order. It!s more fun for students to put the email in
order by physically rearranging cut up strips. Below are two shufed copies of the emails. Have your students cut them
into strips and rearrange them until they!ve put them in the correct order.
!
Email 1
To accompany the explanations, the book has
exercises and activities on each verb tense so
your students will get a lot of practice.
Dear Professor Wei,
The book does cover all the verb tenses.
Thank you for your message.
The text has 150 pages so it is ideal for a ten-
week class.
Customer satisfaction is important to River
Education Books and I want to make sure your
expectations are met.
Im happy to answer your questions.
Sincerely,
Lastly, Learning English has several ancillaries
including a workbook, a study guide, and a
website.
Lee Timson
Please let me know if I can answer any other
questions.
Teacher!s Handout for Task 2.
Email 2 (reply email)
Office Life
5
4. Matching
1. d 2. h 3. a 4. j 5. e 6. b 7. i 8. c 9. g 10. f
Teachers! Answer Key
2. Correspondence Building Note. Do not hand out Page 3 until this task is completed.
(Also, see page 4 for the dialogue strips to hand out to students before starting.)
Email
5. I!m calling you because I!m interested in buying your company!s book, Learning English, for my students, but I have a few questions.
2. My name is Rita Wei and I!m a professor at English University.
4. Your name was listed in the catalog as my representative.
12. Sincerely,
6. First, can you tell me how many pages the book has?
1. Dear Mr. Timson,
10. Third, are there any ancillary materials?
7. Classes are only ten weeks long and I can!t use a long book.
3. I called the toll-free number, but it was automated and I couldn!t get through to a person.
8. Second, does the book cover all the verb tenses?
11. Thank you for your help.
9. It!s imperative that my students have access to this material.
13. Rita Wei
___________________________________________
Email Reply
6. To accompany the explanations, the book has exercises and activities on each verb tense so your students will get a lot of practice.
1. Dear Professor Wei,
5. The book does cover all the verb tenses.
2. Thank you for your message.
4. The text has 150 pages so it is ideal for a ten-week class.
9. Customer satisfaction is important to River Education Books and I want to make sure your expectations are met.
3. I!m happy to answer your questions.
10. Sincerely,
7. Lastly, Learning English has several ancillaries including a workbook, a study guide, and a website.
11. Lee Timson
8. Please let me know if I can answer any other questions.
5. Fill in the blanks.
1. toll-free
2. automated
3. get through
4. imperative
5. accompany
6. ancillary
7. expectations
Office Life
8. ideal
9. satisfaction
10. representative

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