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Customers

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  1. Companies needcustomers. Customers Some companies providegoodssuch as clothes, cars and food. Other companies provideservices, for example insurance, banking, information technology or training,

  2. Companies wantrepeat business, in other words, they want customers to buy from them again and again.

  3. To wincustomer loyalty, many companies have a code of practice, or set of rules, forcustomer care. Leisure Pool The Leisure Pool includes a wave pool, children’s play zone, spa, steam and sauna. For the safety of all patrons, children aged 5 - 8 must be accompanied by an adult at least 16 years. Children under 5 must have an adult with them in the water. Monday - Friday 6:00am - 9:00pm Weekends & Public Holidays 7.00am - 8.00pm The code of practice explains what the customer can expect of the company.

  4. Customers can complain about theservice, or help, they receive and the goods they buy.

  5. 1. What does this company offer the customer? • First Direct is the UK's leading 24 hour personal telephone bank. • Our personal service lets you take care of all your banking needs by telephone, at a time and place to suit you, 24 hours a day, 365 days a year. • You can call to check your balance, pay a bill, discuss a personal loan or increase yourVisa Card limit. • All calls from within the UK are charged at local rates.

  6. 1. What does this company offer the customer? TheIKEABusiness ServicePackage IKEA Business offers a full range of servicestoprofessional customers, companies andorganisations. Our trained staff can help witheverything from individual workstations, toplanning a complete office. As an IKEABusiness customer you can purchase from thespecialist Business Catalogue, or from thecomplete range in the store. Optional deliveryand assembly services are available on request.Enquire at the store for more details. IKEA DESIGNBeauty and function are important when designing IKEA products and so are quality and price.

  7. WHAT MAKES GOOD CUSTOMER CARE?A = Excellent B = Good C = fair D = Poor • A customer waits in a queue for ten minutes. A B C D • The phone rings eight times before someone in the company answers it. A B C D • A customer phones a company. The person who answers does not have the information to answer the customer's question, but tries to answer it. A B C D Situation I Situation 2 Situation 3

  8. WHAT MAKES GOOD CUSTOMER CARE?A = Excellent B = Good C = fair D = Poor • A company answers customers' letters in five working days. A B C D • A customer makes a complaint. The company employee takes all the details, apologizes and promises to take action. A B C D Situation 4 Situation 5

  9. 2. Listen to a man talking about customer care. • Which of the situations is he describing? • Does he think this is good customer care? • What do you think? Situation I Situation 2 Situation 3 Situation 4 Situation 5

  10. Language Focus: Direct and indirect question forms Tim Saunders wants to join a health and fitness club. He phones Hi-tone Health and Fitness Centre. Listen and answer the questions. 1. What is good about the customer service Tim Saunders receives? 2- Do you have any criticisms of the customer service?

  11. Customers • What is good about the customer service Tim Saunders receives? 2. Do you have any criticisms of the customer service? TIM SAUNDERS Good afternoo, High-Tone Health and Fitness Center, How may I help you?

  12. Customers • I’m thinking of • joining a fitness centre. TIM SAUNDERS • Could you give me some information about High-Tone? • So first of all, • could you tell me how much it costs? • Yes • Yes, of course • Is it just for you? • OK.

  13. PRICES: £ _______ for year. • FACILITIES: • Fully equipped gim • Saunas • Steam bath • Swiming pool. • Squash courts OPENING HOURS Pay in monthly installments. Monday - Sunday From 6:30 a.m to 10:00 pm.

  14. FACILITIES • FACILITIES: • Fully equipped gim • Saunas • Steam bath • Swiming pool. • Squash courts