Customer service conversation questions

From Teflpedia
You are free to use this material in class. For general advice on using conversation topics, see our ESL conversation questions article. For our complete list of topics click here. For more help on editing teflpedia click here. To add new questions to this page:
  1. Click the Edit tab above
  2. Type your question into the appropriate section preceded by an asterisk (*)
  3. Click the Save changes button at bottom of that Edit page

Customer service can mean different things, but often it refers to the way in which companies deal with their customers' problems.

Customer service[edit]

  • 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?
  • How do you think face-to-face customer service is different from over-the-phone customer service? Are there certain skills needed for face-to-face customer service that are not needed for over-the-phone customer service?
  • 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?

Your rights[edit]

  • How aware are you of your rights as a consumer?
  • What are your rights in your country if:
    • A product doesn't work in the first year of purchase?
    • In the second year of purchase?
  • Who is responsible for replacing or repairing a faulty product - the manufacturer or the seller?
  • If you are unable to obtain satisfaction by talking to the company is there any official state body which can help you out? How well does it work?
  • How many times have you had to make a claim on a guarantee? How responsive was the company in each case?
  • How often have you had to make a complaint about a product? What results have you obtained?


How to complain[edit]

  • 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?
  • What information should you include in a letter of complaint?
  • Consider the following ways of contacting a company to make a complaint:
    • Sending an SMS/text message.
    • Phoning.
    • Sending an email.
    • Sending a letter.

What are the positive and negative aspects of using each one?

Unusual ways of complaining[edit]

  • If you cannot get satisfaction from the company, what other means could you use to make your voice heard in addition to the above?
  • Consider the following additional ways of complaining and decide if they would be effective or not. Which ones would be most effective and which least effective?
    • Write a song or poem about your case and broadcast it on YouTube.
    • Write to your Member of Parliament or ombudsman.
    • Write to the newspapers.
    • Write to the appropriate industry trade body.
    • File a lawsuit.
    • Walk up and down outside the offices of the company with a banner and wearing an outlandish costume.
    • Get hold of the managing director's home phone number and repeatedly phone him at 1 am.
    • Purchasing user generated advertising space to vent your complaint.

Receiving complaints[edit]

  • What do you imagine it's like to work in a busy customer help centre?
  • What sort of training do you think people who work in customer service receive?
  • If you had to give advice to somebody handling customer complaints all day, what advice would you give?
  • What words would you use to tell somebody that you thought their complaint was not valid?

See also[edit]

External links[edit]

Youtube - United breaks guitars Appropriate youtube video.