G0642 –
BAHASA INGGRIS III
Unit 10
CUSTOMER SERVICE
Page 84
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Quote of the Week
“They
usually two tellers in
my local bank.
Except when it’s very
busy, when they have
one. ”
Rita Rudner, Amerian Actress
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Learning Objectives

Mahasiswa mampu menulis dalam
bahasa Inggris tentang Dealing with
customer complaints
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Discussion

Customer Complaints
Discus the questions, Work in pair
Exercise page 85
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Reading

Customer delight
Delighting in a superior service
Discuss and answer the questions
page 86-87
Exercises : A - D
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Additional Resources (reading
assignment)

Customer Service File - The #1 Mistake
Made Dealing With Angry Customers
http://www.performanceappraisals.org/Bacalsappraisalarticles/articl
es/custservice1.htm
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Vocabulary
• Handling complaints
Answer the questions
Exercises : A and c
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Language Review
• Gerund
Exercises: A –C
Additional Exercises :
see assignment 10-a, 10-b
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SKILLS – Active Listening

9
USEFUL LANGUAGE
Discuss and practice these sentences:
1. Showing interest
Really?
That’s intersting.
Right / OK/ Mmm
2. Showing empathy .
I know that you you mean
How awful!
3. Asking for details
So what happened?
What did you do?
4. Clarifying
Are you saying…?
5. Summarising
(so) you think ….
(so) what you’r saying is …..
Unit-10
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