—        — Neither do I. Look at our community, it is such a mess.

—                     ?—That’s great!

—Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant? —Waiter:

—Hello, is that service center? The elevator of our apartment doesn’t work.

—Why do you look unhappy. What’s the matter?

I don’t know         . I just arrived here two minutes ago.

It is only by agreeing with their view point and          that you will resolve the situationand send the customer away happy.

Our workers have been checking the heating system since you called us. I          you it will

The heating system of our apartment broke down so I made a call to the

The more information you can get,          in your field.

They          since last night. They are about to finish the work.

They promised          the car for us.

We          it very much that you’ve come to give us a timely ride. Otherwise we would

We are under  to finish the task within such limited time.

We feel          with the inconvenience the service center brought us.

Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.

Angry customers tend to aim their dissatisfaction and complaints at staff members

You will do everything within your power to try and resolve the situation.

Having patience with your customers and with yourself will go a long way in winning over hostile customers.

To communicate precisely what you want to say, you have to frequently need to define key words.

Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers: Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy. Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken. Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour. Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers. The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career. 1. At whom do angry customers tend to aim their dissatisfaction and complaints? {A; B; C} 2. When a customer shouts rudely at you, you should {A; B; C}. 3. The underlined sentence “Use your ears more than your mouth” means {A; B; C}. 4. When dealing with an angry customer, which is NOT the right attitude?{A; B; C} 5. Which of the following statements is true according to the passage?{A; B; C}

Imagine this situation: you have bought a faulty item from a shop and you take {A. them; B. it; C. him} back to complain. You go directly to the shop assistant and tell them your problem. They say they cannot help you, {A. which; B. it; C. that}makes you angrier, to the point perhaps where you start insulting the poor shop assistant. RESULT: This will do you no {A. comments; B. interests; C. favours}, like getting any compensation, or even a refund. If you go directly to the first person you see within the organization you are complaining about, you may be wasting your time {A. as; B. if; C. when} they may be powerless to take any action or provide you {A. to; B. with; C. for} a solution. So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person, the one who has the authority to make decisions."

Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business. 1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different. 2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated. 3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences. 4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well. 5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care. You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight. 1. Hotel customers and hotel staff think the same about breakfast.{T; F} 2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.{T; F} 3. It’s not necessary to know about the customers’ needs and preferences. {T; F} 4. Questionnaires are useful in getting feedback from customers.{T; F} 5. Front-line staff have nothing to do with improving customer service.{T; F}"