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What springs to your mind when you hear the words customer service?, How would you describe the quality of customer service in your country?, If you have a complaint about a company how is it usually received in your country?, When you are using a company's customer service what do you expect from them? e.g. to be knowledgeable, courteous, responsive and timely or attentive., What attitudes do you think people have to those who make complaints in your country? Are they regarded as: Sincere people who need assistance; people who help make companies better; people who simply like to cause trouble; people who are simply wasting their own and other people's time?, Which businesses do you think have the worst customer service?, How do you react to automated call handling systems - the ones which ask you to press certain buttons in order to be put through to the people you want to speak to., Is the customer always right?, What are some tips for providing good customer service?, Does a higher customer satisfaction influence sales?, What do you think is the most important quality for a customer service representative to have? Why?, When do you think it’s necessary to give something for free to make up for bad customer service?, Do you think working in customer service is a difficult job? Why or why not? Have you ever worked in customer service? What was it like?, How aware are you of your rights as a consumer?, Writing "letters of complaint" is a favourite homework task for students. How often have you written one in real life? Do businesses in your society take them seriously?.

EVU Advanced - Unit 34: Customer service

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