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Аудио можно скачать здесьTHE READING / TAPESCRIPTCustomer Service Day is on January the 17th. At least, it is in America. Not sure about the rest of the world. This is a day for companies and businesses to reflect on the importance of providing good customer service. It’s also a day for customer service managers and staff to explore new ways to keep the customer happy. This is the day when the customer really is always right. If everything goes according to plan on Customer Service Day, customers will come again, and again, and again. Staff should always go the extra mile for customers and remember that service is always with a smile. Customer Service Day is also the time for bosses to thank their hardest-working customer service representatives. What do you think of Customer Service Day? Don’t you think it should be every day? When we look at TV, the Internet or magazines, there are hundreds of ads that tell us how special customers are. How many ads and TV commercials really make you feel important? Perhaps it’s a good time for customers (that’s you) to complain if you don’t get good service. You could remind the sales staff what day it is! If that doesn’t work, ask them if they really think “Customer is King”. Are companies most interested in “keeping the customer satisfied,” or are they just interested in profits? Have you ever visited a customer care website or phoned a freephone customer service number? Have you ever complained about poor service? Did it work? PHRASE MATCHMatch the following phrases from the article. Paragraph 1
Paragraph 2
LISTENING GAP FILLCustomer Service Day is on January the 17th. ________________ America. Not sure about the rest of the world. This is a day for companies and businesses ________________ importance of providing good customer service. It’s also a day for customer service managers and staff to ________________ to keep the customer happy. This is the day when the customer really is always right. If everything ________________ plan on Customer Service Day, customers will come again, and again, and again. Staff should always ________________ for customers and remember that service is always with a smile. Customer Service Day is also the time for bosses ________________ hardest-working customer service representatives. What do you think of Customer Service Day? Don’t ________________ be every day? When we look at TV, the Internet or magazines, there are hundreds ________________ how special customers are. How many ads and TV commercials really make you feel important? Perhaps it’s ________________ customers (that’s you) to complain if you don’t get good service. You could remind the sales staff ________________! If that doesn’t work, ask them if they really think “Customer is King”. Are companies most interested in “keeping the customer satisfied,” or are ________________ in profits? Have you ever visited a customer care website or phoned a freephone customer service number? Have you ________________ about poor service? Did it work? WHILE READING / LISTENING GAP FILLPut the words into the gaps in the text.
CHOOSE THE CORRECT WORDDelete the wrong word in each of the pairs of italics. Customer Service Day is on January the 17th. At last / least, it is in America. Not sure about the rest / resting of the world. This is a day for companies and businesses to reflection / reflect on the importance of providing good customer service. It’s also a day for customer service managers and staff to explore / exploring new ways to keep the customer happy. This is the day when the customer reality / really is always right. If everything goes according to plan on Customer Service Day, customers will come again, and again, and once / again. Staff should always go the extra mile / smile for customers and remember that service is always with a frown / smile. Customer Service Day is also the time for bosses to thank their hardest-working customer service representatives. What do you think of Customer Service Day? Doesn’t / Don’t you think it should be every day? When we look at TV, the Internet or magazines, there are hundreds for / of ads that tell us how special customers are. How many ads and TV commercials really get / make you feel important? Perhaps it’s a good time for customers (that’s you) to complain if you don’t make / get good service. You could remind / reminder the sales staff what day it is! If that doesn’t work, ask them if they really think “Customer is King”. Are companies most interested in “keeping the customer satisfied / satisfying,” or are they just interested in profits? Have you ever visited a customer care / caring website or phoned a freephone customer service number? Have you ever complained about poorly / poor service? Did it work? MULTIPLE CHOICECustomer Service Day is on January the 17th. At (1) ____, it is in America. Not sure about the rest of the world. This is a day (2) ____ companies and businesses to reflect on the importance of providing good customer service. It’s also a day for customer service managers and (3) ____ to explore new ways to keep the customer happy. This is the day when the customer really is always right. If everything goes according to (4) ____ on Customer Service Day, customers will come again, and again, and again. Staff should always go the extra mile for customers and (5) ____ that service is always with a smile. Customer Service Day is also the time for bosses to (6) ____ their hardest-working customer service representatives. What do you think of Customer Service Day? Don’t you think it should be (7) ____ day? When we look at TV, the Internet or magazines, there are hundreds of ads that tell us how special customers are. How (8) ____ ads and TV commercials really make you feel important? Perhaps it’s a good time for customers (that’s you) to complain if you don’t (9) ____ good service. You could remind the sales staff what day it is! If that doesn’t work, ask them if they really think “Customer is King”. Are companies most (10) ____ in “keeping the customer satisfied,” or are they just interested in profits? Have you ever visited a customer (11) ____ website or phoned a freephone customer service number? Have you ever complained about (12) ____ service? Did it work? Put the correct words from this table into the article.
SPELLINGSpell the jumbled words (from the text) correctly.
PUT THE TEXT BACK TOGETHERNumber these lines in the correct order.
SCRAMBLED SENTENCESWith a partner, put the words back into the correct order.
DISCUSSION (Write your own questions)
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THE CUSTOMER SERVICE DAY SURVEYWrite five questions about Customer Service Day in the table. Do this in pairs/groups. Each student must write the questions on his / her own paper. Without your partner, interview other students. Write down their answers.
Return to your original partner(s) and share and talk about what you found out. Make mini-presentations to other groups on your findings. WRITINGWrite about Customer Service Day for 10 minutes. Show your partner your paper. Correct each other’s work. ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ HOMEWORK1. VOCABULARY EXTENSION: Choose several of the words from the text. Use a dictionary or Google’s search field (or another search engine) to build up more associations / collocations of each word. 2. INTERNET: Search the Internet and find more information about Customer Service Day. Talk about what you discover with your partner(s) in the next lesson. 3. MAGAZINE ARTICLE: Write a magazine article about Customer Service Day. Write about what happens around the world. Include two imaginary interviews with people who did something on this day. Read what you wrote to your classmates in the next lesson. Give each other feedback on your articles. 4. POSTER: Make your own poster about Customer Service Day. Write about will happen on this day around the world. Read what you wrote to your classmates in the next lesson. Give each other feedback on your articles. ANSWERSCheck your answers in "THE READING / TAPESCRIPT" section at the top of this page. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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