a
person
who
helps
someone
 else
do
their
job To
escalate:
to
increase
in
seriousness
 or
intensity

1. UNIT 5
CUSTOMERS
COMPLAINTS
&
CUSTOMER SERVICE

2. Exchanging Information
Type of hotels Find out about
Age of current Tell me
facilities
Interested in
Number of hotels
Deal with
Budget
Possible for

3. Making Arrangement
A meeting Arrange
The start of How
Sergio’s Trip
I’d prefer
Elena & Sergio’s
Suits
meeting

4. Change the Date
To change the time of his appointment
Work in general, the weather
Small talk: something trivial you talk at
the beginning to warm up the
conversation
Wednesday
The appointment ( to Thursday)

5. Useful Phrases to Make
Arrangement on the Phone
I’m phoning/calling to arrange a meeting.
I can’t make it in the morning/on
Thursday.
I can do Friday/the afternoon.
Would next Wednesday be okay?

6. Managing Customer Feedback
Customer satisfaction
Facility/Product/Staff /Service
Viable business
Failure in customer care
The gap between what is expected and what
is actually delivered
Service does not live up to its standard

7. What services can a customer expect
from Limewood Spa?
Retreat, hideout, hideaway
Physical wellness, healthy cuisine
What is special with its program?
Tailor­made, custom ­ made
[tailor­customize­personalize]

8. What seems to be the problem?
The food was overrated/overpriced. The
service was poor/subpar. The manager
did not take the customer’s complaint
seriously. She did not handle the
complaint properly. She put the blame on
the customer.

9. The staff were not helpful/service­
minded/hospitable.
The staff were not attentive to the
customers. They did not anticipate the
customers’ need. They were not
proactive.
The customer did not receive the
service they expected. The staff failed to
offer alternatives.

10. Customers were given unclear, difVicult­
to­follow direction. The Duty Manager
was rude. The promise was not
delivered. The staff’s mannerism/tone
of voice was impolite, curt, not
courteous.

11. Mini task [5 points]
You are a team of business consultants
Find the root cause[s] of the problem[s]
that Limewood Spa is currently
encountering
Advise them what to do to solve the
problem[s]

12. Root Cause
Outlets, facilities: Not set up to
customer’s needs
Staff on scene: Unable to handle the
situation professionally
Organization: System/culture that
tolerates this kind of behavior

13. Troubleshooting
People: Hiring for attitude
Tools: Training
System: Employee Recognition Program

14. Additional Vocabulary
To empower: to give someone the
freedom to do something
Understaffed: not having enough staff
One­on­one: direct communication
between 2 people