Dodatne usluge u prometu/Transport logistics and services

Customer service means not only doing things for customers, but doing them extraordinarily well. If you ____ what is expected, you will add value and integrity to every interaction. You will discover best new ways to delight the customers you serve, only if you are at your best with each and every one of them. However, if you come across a dissatisfied customer here’s how you should react to their complaint:

• Listen intently.

• Take quick action.

• Thank them for expressing their needs.

• Apologise.

• Seek the best solution.

• Reach agreement.

Many dissatisfied customers just quietly take their business elsewhere. This type of customer is generally known as the _ customer. There are also other types of customers you are bound to come across in your business. The _ customer complains, often loudly and at length. The _ expects the absolute best and is willing to pay for it. He or she most probably complains in a reasonable manner. The _’s goal is not to get the complaint satisfied but to constantly repeat ‘not good enough’. The ____ is never satisfied; there is always something wrong. Do you recognise any of your clients among the types just mentioned? Here are some phrases that might come in handy when you receive complaints or deal with them.

Making the complaint | Explaining the problem | Insisting

I’m ringing / writing to complain about… | The CD doesn’t work. | It really isn’t good enough.

I’m sorry, but I’m not satisfied with… | There seems to be a problem with… | I’d like to know why…

Unfortunately, there’s a problem with… | We haven’t received the…

Exercise 1: Put the jumbled up sentences below in the correct order to form a letter of complaint.

a) Therefore, we have decided to offer you a free sampling of our latest products organised for some of our biggest clients.

b) I apologise for the inconvenience caused to you by one of our employees due to a series of previous unexpected events.

c) Dear Sir / Madam,

d) I am writing with reference to your letter of complaint regarding the inappropriate level of service you’ve recently experienced in one of our supermarkets.

e) Yours sincerely…

f) We take great care in ensuring that important matters such as this are properly managed.

g) Please contact me should you have any further cause for concern.

Exercise 2: Match the words below together to get six phrases describing the steps of dealing with a dissatisfied customer. One step is missing. Which one?

Listen | Take | Thank | Seek | Reach | Assure

agreement | the best solution | yourself they are satisfied | intently | them for expressing their needs | quick action

DEALING WITH COMPLAINTS

Threatening | Showing understanding | Getting the facts | Making excuses/denying responsibility | Apologising | Promising action

If you don’t replace the product, I’ll complain to the manager. | Uhm, I see what you mean. | Could you give me some details, please? | It’s not our policy to replace items. | We apologise for any inconvenience this may have caused you. | OK, I’ll look into it right away.

If you can’t deliver on time, we’ll have to contact other suppliers. | I’m sorry about the problem / delay. | What happened exactly? | It’s not our fault it hasn’t arrived. | Please accept our sincere apologies. | I’ll check the details and get back to you.