CUSTOMERS AND BUSINESS

Discovering the important of customers

- make a scene/ make a fuss: làm lớn chuyện lên

- loose one's temper: mất bình tĩnh

Ex: Eventually, I lost my temper/I got a angry and made a scene right there

- raise questions: đặt câu hỏi

- be short with someone: trả lời nhát gừng với ai

Ex: The server was short with his customer

- smallest/ prettiest things: những thứ nhỏ nhặt nhất

- when will I be served : khi nào tôi có món

- dissatisfied: không hài lòng

- The customers are not always right but we should treat them as if they were

- cross the line: quá đáng/ quá giới hạn

- bite the bullet: cắn răng chịu

- to put up with someone: cố gắng chịu đựng ai

- throw a tantrum: nổi đóa 

Ex: some people tend to/have the tendencies to throw a tantrum/throw tantrums when ...

- do things in their best interests: làm những gì có lợi nhất cho họ

- you are obliged to : bạn có trách nhiệm phải

- up to expectations: như mong đợi

- Can I have a word please! tôi có đôi lời muốn nói

- HOW can I help you? /WHAT can I help you WITH?

- we are short-handed/understaffed: chúng tôi bị thiếu nhân viên

- up to expectation: không như mong đợi

- to abuse their rights/power: lạm dụng quyền

- to jack the prices up: tăng giá lên

- put their business on blast: bóc phốt cơ sở của họ

- in a hurry/ in a rush: đang nôn

- offer a discount 20% (from the total figure of your bill) on your bill

- rush (v): hối thúc 

Ex: I'll rush the chef

- Handle (v) /ˈhændl/ 

- Pre-empt (v) /ˌpriː ˈempt/

- Complaint (n) /kəmˈpleɪnt/ 

- Empathy (n) /ˈempəθi/ 

- Rapport (n) /ræˈpɔːr/ 

- Unhelpful (adj) /ʌnˈhelpfl/

- (at) cross purposes (noun phrase): if two people are at cross purposes, they do not understand each other because they are talking about or aiming at different thing

- Put up with something/somebody (phrasal verb) : to accept somebody/something that is annoying, unpleasant, etc. without complaining

QUESTIONS:

1.Is it always necessary to complain?  => should. help the business to grow/ to expend their business

Complaints are important but complaining all the time isn't good/ productive

2. Can you name some situations you would make complaints? 

If the product we order is not up to the expectation.

If I received poor customer services from the staff, I would complain

When the staffs up/ increase the price to make profit

3. How would you show your dissatisfaction?

I will send a messages telling them my concern about the product/ my problem with the product/ send a complain letter.

I will talk directly to the director.

If they ADDRESS the problem/issue, I will consider supporting the business/ I will continue supporting the business

4. "The customer is always right”. Do you agree or disagree with this statement?

- Customers are right but some people are unreasonable and demanding. So that customer are not always right

5. Role–play A: You are at a restaurant. You ordered your meal 30 minutes ago, but it hasn't been served. Your knife and fork are also dirty. Talk with the waiter/waitress. B: You are the waiter/waitress. Talk with your customer.

6. Is it easy to please someone? Why/why not?

7. What would you do if you were one of the customers in the video?

https://www.youtube.com/watch?v=9oywp2qRRyc

8. “The reasons why customer satisfaction is so important”.

- It helps you stand out from the competition. 

- It increases customer lifetime value. 

- It reduces negative word of mouth. 

Dealing with difficult customers

1. Blame (v) /bleɪm/ 

2. Displeased (adj) /dɪsˈpliːzd/ 

3. Approach (v) /əˈproʊtʃ/ 

4. Incompetent (adj) /ɪnˈkɑːmpɪtənt/ 

5. Attentiveness (n) /əˈtentɪvnəs/ 

6. Vent (v) /vent/

7. Make so feel down: làm ai đó buồn

8. Look to something: to expect or hope for something

9. Think something over: to consider something carefully, especially before reaching a decision

QUESTIONS:

1. What can be the reasons for customer complaints?

When customer service representatives are not trained properly, keep customers waiting for a long time and do not resolve issues. • Because of rude staff. They ignore the customers and do not listen to them. They aren’t willing to seek a solution. • Due to low quality of products or services. • The company didn’t give full product explanations and didn’t do what they promised.

2. In your opinion, what is the best way to deal with a complaining customer?

Never argue with customers when they are angry, displeased or complaining. • Listen and let the customer complain. • Show concern for the customer's feelings. • Try to solve the problem, or get someone who can.

3. Role play

A: There are a lot of problems with your last-month purchased computer. Complain to the sales agency about this. 

B: You are the sales agent. Help him/her figure out the problems. 

What seems to be the problem? What happened exactly? • Did you read the instructions thoroughly? • How were you using the computer when you tried to connect to the Internet? • Could you please bring your computer here? I promise you we'll check the settings and get back to you immediately. • Is there anything else I need to know about this?

The risks of E-commerce for businesses and their customers

- browse around for/ shop around for: xem hàng (trước khi mua hàng)

- to be up to one's expectation: như mong đợi

- durable (adj): bền

- to fall apart: bị hư/ hỏng (giày/dép, áo quần)

- it was not worth the effort and time :

- the delivery man: người giao hàng

- to be out of order/ to stop working: bị hỏng/ không hoạt động nữa

- a rip-off/ a steal: món đồ giá cắt cổ

- high-end product: hàng cao cấp

- everyday life item: đồ dùng hàng ngày/ thường ngày

- in-store shopping>< onine shopping

- regular store:

- expired good: hàng hết hạn

- online shopping is a better option

- time-saving/time-efficient: tiết kiệm thời gian

- get better deals/ better price: có nhiều ưu đãi/ giá rẻ

- questionable (adj): có vấn đề

Ex: the quality of goods is quite questionable

- I'd like an explanation: tôi muốn một lời giải thích

- Your return/ refund privilege is expired 

- fabric: vải/ material: chất liệu

- I look forward to hear from you

- stain: vết bẩn