Is the customer always right?

Answer and give a real example for each one.

1. When did you last complain about something? What happened?
2. Are you good at complaining, or do you prefer to stay quiet?
3. Have you ever returned something you bought?
4. Which customer service experience was the best in your life? The worst?
5. Do you read reviews before you buy something?
6. Have you ever written a bad review?

For each word or phrase, think of a real situation and say one sentence.

Choose the word or phrase that fits.

1. The shoes were too small, so I asked for a .
2. This shirt is too big. Can I it for a smaller one?
3. The hairdryer stopped working after two days. It was .
4. The parcel arrived and the glass was .
5. My laptop is still under , so the repair is free.
6. I called but nobody answered for an hour.
7. By law, you're return online purchases within 14 days.
8. The waiter us — he added two extra drinks.

Choose the right word, then press Check answers.

1. to make a
   complaintcomplaincomplaining
2. to get a full
   refundreturnreplace
3. to apologise for the
   inconvenienceinconvenientconvenience
4. to leave a
   reviewrevisionreply
5. to be entitled
   toforof
   compensation
6. to sort
   it outit upit off

Use each phrase in a short complaint you might really make.

• I'm afraid there's a problem with...Боюся, є проблема з...I'm afraid there's a problem with this phone I bought.
• I bought this here on... and...Я купив(-ла) це тут ... і...I bought this here last week and it's already broken.
• It has stopped working.Воно перестало працювати.The screen has stopped working.
• I'd like a refund / an exchange, please.Я б хотів(-ла) повернути гроші / обміняти, будь ласка.I'd like a refund, please. Here's the receipt.
• I've already... twice.Я вже ... двічі.I've already called you twice.
• I'm not happy with...Мене не влаштовує...I'm not happy with the quality of the repair.
• Could I speak to the manager, please?Чи можу я поговорити з менеджером?I understand, but could I speak to the manager, please?
• What can you do about it?Що ви можете з цим зробити?The parcel is two weeks late. What can you do about it?

Read the article. Hover over the dotted words for help.

1. The phrase "the customer is always right" is linked to department store owners.
   TrueFalse
2. Everyone who works in shops agrees with the phrase.
   TrueFalse
3. A customer with a well-solved problem can become more loyal.
   TrueFalse
4. Long waiting times help service recovery.
   TrueFalse
5. The best complainers stay calm and explain what they want.
   TrueFalse

1. Do you agree that "the customer is always right"?
2. Have you ever become more loyal to a company because they solved your problem well?
3. What is the most annoying thing customer service can do?
4. Have you ever worked with customers? What was it like?

Polite requests (Lesson 14): I'd like + noun / I'd like to + verb, Could you...?, Would it be possible to...? I'd like a refund. I'd like to speak to the manager. Would it be possible to exchange it?

1. My phone
   has stoppedstopped
   working. Can you help?
2. I
   boughthave bought
   it here last Tuesday.
3. I
   have been waitingam waiting
   for my order for three weeks.
4. I
   have already calledalready called
   customer service four times.
5. I'd like
   a refundto refund
   please.
6. Would it be possible
   to exchangeexchanging
   it?
7. It
   brokehas broken
   the day after I bought it.
8. Since Monday, the fridge
   has been makingmakes
   a strange noise.

Each sentence has one mistake. Type the correct words.

1. My laptop stopped working, can you help me now? →
2. I wait for 30 minutes already. →
3. I have bought it yesterday. →
4. I'd like to a refund, please. →
5. I have already wrote two emails. →
6. Would it be possible exchange it? →

Answer in detail. Use Present Perfect for problems and Past Simple for the story.

1. Tell the story of a product that broke or didn't work. What happened and what did you do?
2. How long have you been waiting for something (a delivery, a repair, an answer)? What will you do?
3. Describe a time you were overcharged.
4. What problems have you had with online orders?
5. Describe your best customer service experience.
6. What would you say if your food in a restaurant was cold?

For each case: what exactly is the problem? What are you entitled to? What would you say, and what would you ask for? Act out your first sentences.

Speak for about a minute for each review.

1. Think of a real place or product that disappointed you.
2. Give your review out loud: what you bought, what went wrong, how the company reacted.
3. How many stars would you give? Why?
4. Now give a five-star review to a place you love.

1. Do you complain in shops and restaurants, or just never go back?
2. Have you ever been embarrassed by someone else's complaining?
3. Do you keep receipts and guarantees?
4. How do you complain: in person, by phone, by email or in a review?
5. What is the longest you've waited for customer service?
6. Have you ever got compensation for something?
7. What is your biggest customer service pet hate?
8. Which company has the best customer service you know?

1. Are Ukrainians more or less likely to complain than people in other countries?
2. How should staff deal with rude customers?
3. Should restaurants always give something free if there's a problem?
4. Do online reviews help or hurt small businesses?
5. Is it OK to return clothes after wearing them once?
6. Should customer service be done by AI chatbots?

1. Is the customer always right?
2. Should companies be allowed to delete bad reviews?
3. Is it fair to complain about a person who didn't cause the problem?
4. Do people complain more today than before?
5. Should there be a law that companies must answer complaints within 24 hours?
6. Can a bad experience ever be turned into a good one?

"The customer is always right."

Round 1: give your real opinion for 1–2 minutes. Round 2: defend the opposite side for 1 minute. Use: I've seen many cases where... · I see your point, but... · Customers have every right to... · However, staff...