Gerunds
Use Go + gerund in a sentence to describe an activity.
I will go shopping etc.
What expression means, "not taking responsibility"
Pass the buck.
Name 3 things that indicate that you ARE listening.
Eye contact, body language, nodding head
Write a sentence in the 1st conditional, using the words "Pass the test" and "Get a certificate"
If I pass the test, I will get a certificate.
Greet a client who is about to make a complaint.
How can I help you?
Create a sentence where the gerund 'Walking' is the subject of the sentence.
Walking is great exercise.
What expression means, "Angry because you paid too much for something."
Ripped off
Speak a sentence that demonstrates 'Clarifying' what a customer is complaining about.
Are you saying...?
Do I have this correct/right...?
Put this sentence in the simple past.
I eat lunch at noon.
I ate lunch at noon.
Show empathy to a client who is making a complaint.
I understand how you feel.
Complete the sentence with the correct preposition before the gerund.
"We are committed _ _ giving the best service possible."
We are committed to giving...
What expression means, "The final irritating thing and you cannot take it anymore."
The last straw.
The relationship you develop with a client by speaking with them is called _ _ _ _ _ _ _.
rapport
Create a sentence in the present continuous using the words, " study" and "English".
She is studying English.
Ask details of a client who is making a complaint.
What did you do next?
Complete the sentence with the correct preposition before the gerund.
We depend _ _ having fast communications.
We depend on having...
What expression means, "Trying very hard to accomplish something for someone."
Go the extra mile.
The word used to describe the department that handles complaints.
Customer Service
Create a sentence in the simple future using the words, "Tomorrow" and "Shopping".
Tomorrow I will go shopping.
Create a question tag using this sentence.
"We've reduced complaints by 20%."
Repetition: 20%?
Question Tag: Have you?
List 2 ways that you can improve customer service, using a gerund.
We can improve customer service by...
1)
2)
returning customer phone calls
answering complaints promptly
responding to complaints quickly
etc.
To forget to do something.
It slipped my mind.
When a customer is unhappy with a product or service they will... _ _ _ _ _ _ _ _ _ _ _ _ _ _.
Make a complaint.
Create a sentence in the past perfect using the words,
"Have my lunch" and "Already".
I have had my lunch already.
You buy a pair of shoes but they don't fit. The store will likely offer you 2 options. What are they?
1) a refund
2) an exchange/store credit