“Conversation Starter Lesson Series: Upper-Intermediate” is designed for intermediate-level ESL learners who want to improve their fluency and confidence in speaking English.
Each lesson includes an engaging reading material with audio, vocabulary and expressions, comprehension questions, and discussion questions to be used for one to one class, group class, or self-study for both online and offline classes.
Unit 6: Business and Entrepreneurship
Story 03: The Importance of Customer Service
Key Lesson Vocabulary & Expressions: Look over and review before proceeding.
- component
- loyalty
- referrals
- revenue
- word-of-mouth advertising
- personalized service
- prompt response
- going above and beyond
- customer feedback
- transparent policies
Read or Listen to the following passage:
Customer service is an essential component of any successful business. Providing excellent customer service can lead to increased customer loyalty, positive reviews and referrals, and ultimately, increased revenue. On the other hand, poor customer service can lead to customer dissatisfaction, negative reviews, and even lost revenue. In this passage, we will discuss why customer service matters and provide examples of how businesses can provide exceptional customer service.
Why does customer service matter?
- Builds customer loyalty: When customers feel valued and appreciated, they are more likely to continue doing business with a company. Exceptional customer service can help build customer loyalty, leading to repeat business and positive word-of-mouth advertising.
- Positive reviews and referrals: Satisfied customers are more likely to leave positive reviews and refer their friends and family to a business. This can help attract new customers and increase revenue.
- Increased revenue: Happy customers are more likely to make additional purchases and spend more money with a business. Providing excellent customer service can lead to increased revenue and profitability.
Examples of exceptional customer service:
Providing clear communication: Clear communication can help avoid misunderstandings and ensure that customers have a positive experience. This can include providing detailed product information, clear pricing, and transparent policies.
Personalized service: Businesses can provide exceptional customer service by personalizing the experience for each customer. This can include remembering their name, preferences, and previous purchases.
Prompt response: Responding to customer inquiries and complaints in a timely manner can show customers that their concerns are being taken seriously.
Going above and beyond: Businesses can exceed customer expectations by going above and beyond what is expected. This can include offering a discount, providing a complimentary service, or simply providing exceptional service with a smile.
Listening to customer feedback: By listening to customer feedback and implementing changes based on their suggestions, businesses can show customers that their opinions and satisfaction are valued.
Comprehension Questions:
- Why is customer service important for businesses?
- How can exceptional customer service lead to increased revenue?
- What are some examples of personalized customer service?
- Why is it important for businesses to respond to customer inquiries and complaints in a timely manner?
- How can businesses show customers that their opinions and satisfaction are valued?
Conversations Starters:
- Have you ever had an experience with customer service that exceeded your expectations? What made it exceptional?
- How important do you think personalized service is in building customer loyalty? Can you think of any examples?
- What impact does prompt response to customer inquiries and complaints have on customer satisfaction?
- Have you ever received a discount or complimentary service from a business for no particular reason? How did it make you feel?
- In your opinion, what is the most effective way for a business to collect customer feedback?
- Can you recall a time when you had a negative experience with customer service? What was the cause of the issue?
- How important is clear communication in customer service interactions? Can you think of any examples where lack of communication led to a negative experience?
- Do you think businesses should prioritize customer satisfaction over revenue? Why or why not?
- How effective do you think word-of-mouth advertising is in attracting new customers? Have you ever recommended a business to a friend or family member?
- What can businesses do to go above and beyond in providing exceptional customer service? Can you think of any examples? businesses may face when using social media for marketing and advertising?
