7. Перечитайте текст, сосредоточив внимание на его важнейших деталях, и выполните нижеследующие задания.

7.1. Выберите правильные варианты ответов на поставленные вопросы (на каждый вопрос – только один правильный ответ).

1. What should a person possess to deal with irritated customers over the phone successfully?

a) a pleasant voice

b) excellent listening and speaking skills

c) body language

d) both “a” and “b”

e) “a”, “b” and “c”

2. Who is right in the given episode?

a) customer is right, because she has been overcharged mistakenly

b) the company is right, because the customer paid one of her bills late

c) Customer Service Rep is right, because he deals professionally with the complaining customer

d) both “a” and “c”

e) both “b” and “c”

3. Is the client satisfied in the end?

a) yes, the client is completely satisfied

b) the client is at least comforted

c) the client is not at all satisfied

4. What is not recommended to do if the customer is complaining about something?

a) to be calm

b) to be professional

c) to listen carefully

d) to explain details clearly

e) to lecture the customer over how wonderful your company is

5. What should you do if the customer is angry and interrupts you when talking?

a) try to prove the customer is wrong but you are right

b) transfer the call to your supervisor

c) offer to send an email with the solution or call back

d) remind the customer politely you need to finish

e) argue with the customer

7.2. Заполните таблицу, посоветовав, как следует поступить в каждой из предложенных ситуаций.

What should one do…
1	…if the complaining customer is right?
2	… if one is sure of the solution and authorized to take immediate action?
3	… if the customer is not following their explanation?
4	… if the customer is following their explanation and sounds satisfied?
5	… if the complaining customer is wrong?
6	… if the customer is angry and interrupting them?
7	… if they don’t have any solutions to offer?

7.3. Определите, истинно или ложно каждое из нижеперечисленных утверждений (относительно текста). Пометьте каждое предложение как “T (true)” или “F (false)”. Откорректируйте ложные утверждения.

1. In most cases, customers are complaining for no reason.

2. When face-to-face, the Customer Service Rep has more advantage.

3. If the customer is right, try to prove the customer is wrong but you are right.

4. If the customer is not following you, repeat the same expression.

5. If the customer is following your explanations and sound satisfied, you may ask a new question in order to move on to the next step, and finally close it.

6. In the conversation above the Customer Rep uses a clear and concise English.

7. Express your empathy.