Conversation HANDLING COMPLAIN

Handling a complaint

Cashier:	How was your meal today?
Customer:	Well, the food was good as it always is. We were a bit disappointed in the service tonight, though.
Cashier:	Oh, I'm sorry to hear that. Would you like to fill out a comment card? Or I could get a manager for you.
Customer:	That's okay. We know it's your peak time. We usually try to come a little earlier before the rush.
Cashier:	Well, I'd like to make it up to you. I'm going to give you a discount today. I'll take your drinks and dessert off the bill.
Customer:	Oh, that would be nice. Thank you.
Cashier:	No, thank you. Your satisfaction is important to us. Here's a coupon for your next visit. Please come again.
Customer:	Thank you. We will.

Conversation: Sample Customer Service Encounters: Speaking Practice

Sample Customer Service Encounters: Speaking Practice

Find an English friend to practise with. Take turns being cashier and customer.

Making a sale (upselling)

Cashier:	I see you've chosen some nice blouses from our fall line. Are you aware of our promotion today?
Customer:	No, actually, I'm not.
Cashier:	All men's and lady's fall tops are on buy one get one free.
Customer:	Oh, that's great.
Cashier:	Would you like to look around some more? There are some great men's dress shirts at the back of the store.
Customer:	No thank you. I can't shop for my husband. He never likes what I pick out for him.
Cashier:	(laughs) So, just these two blouses today then?
Customer:	Yes, that's all for today.

CONVERSATION AT THE COSTUMER SERVICE

Customer Service: Language

Here are some expressions to practise and use on the job. Refer to cashier vocabulary for any words you don't know.

• Did you find everything you were looking for today?
• Has it warmed up/cooled down/dried up out there yet? 
• Are you interested in taking part in our promotion?
• I apologize for the wait.
• I'm new at this job. Thank you for your patience.
• I'm going to have to call to get a price check.
• Do you need a hand out with your bags?
• Have a wonderful day.
• Thanks for shopping at...
• Please come again.
• See you again soon.