Part One: Warm Up
Discuss the following questions with your partner(s).
- Have you ever had problems when you shop? For example, a product had the wrong price, you didn’t get the right item, or something you bought was damaged? What did you do? If you’ve never had this happen to you, what would you do?
- Do you have a favourite company to buy products from? Why do you prefer this company and its products over others?
Part Two: Vocabulary / Listening
Open the exercise and follow the instructions.
Part Three: Further Discussion
- Have you worked in a retail shop before? What kinds of problems do retail workers face?
- Why do you think stores have return and exchange policies? Do you think some of them are fair? Why or why not?
- Many people think that customer service is just about being helpful to customers, being polite, and making an extra effort to please them. However, as you heard in the listening, sometimes customer service goes beyond that. What are some things that the manager and the salesperson do to show good customer service?