Mapa pojęć

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In the photo, you can see a client who is probably complaining about the meal or service. In this section, you will work with a mind map that consists of a handful of useful tips and expressions in case you must make a complaint, ask for a refund, or any other compensation. You will also analyse explanations for some of the terms.

Na zdjęciu widać klientkę, która prawdopodobnie skarży się na posiłek lub na poziom obsługi. W tej sekcji będziesz pracować z mapą pojęć zawierającą garść wskazówek i wyrażeń, które mogą okazać się przydatne, gdybyś musiał/musiała kiedyś złożyć reklamację, poprosić o zwrot pieniędzy lub inny rodzaj rekompensaty. Przeanalizujesz także objaśnienia do wybranych terminów.

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Zdjęcie przedstawia kobietę siedzącą przy stoliku w restauracji. Do stolika podchodzi kelner w białej marynarce z przewieszoną białą ściereczką przez lewe przedramię.
Any problems with your order, Madame?
Czy jest jakiś problem z zamówieniem, proszę pani?
Źródło: dostępny w internecie: https://unsplash.com/ [dostęp 15.03.2022], domena publiczna.
Exercise 1

How does a good customer behave when dealing with poor service? Explain your opinion in 4–5 sentences.

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Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
Exercise 1

Look at the list of customer behaviours. In your opion, which ones of them are good? Explain your choice in 5‑6 sentences.

  • Behaves in a polite and respectful manner

  • Uses strong words and argues with the customer service

  • Asks for the manager when the smallest inconvenience happens

  • Words his or her complaints in a clear and conscience manner

  • Asks for the manager once the lower‑ranking workers cannot provide help

  • Writes an official letter of complaint when his or her appeals are ignored

  • Leaves rude reviews online after receiving an answer from the service provider

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(Uzupełnij).
Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
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Exercise 2

Work with the mind map below. Put the expressions in the spots marked “. . .” by double‑clicking on the text and typing in the correct sentences from the list.

I’D LIKE TO ASK FOR COMPENSATION FOR…
COULD I, PLEASE, SPEAK TO THE MANAGER?
THERE MUST HAVE BEEN A MISTAKE.
THE ORIGINAL PACKAGING HAS TO BE INTACT.
HAVING A RECEIPT, AN INVOICE, OR A BANK STATEMENT IS MANDATORY.
I MUST INFORM YOU THAT THE ITEM I RECEIVED IS DAMAGED.

INSTRUCTIONazurewhite
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Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
Check your answers1azurewhite
Exercise 2

Study the following expressions connected with refunds, complaints, and compensations. Then drag and drop the words in the correct place.

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Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
Exercise 3
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1 Możliwe odpowiedzi: 1. I MUST INFORM YOU THAT THE ITEM I RECEIVED IS DAMAGED., 2. THE CUSTOMER SHOULD KEEP THE ORIGINAL PACKAGING., 3. THERE MUST HAVE BEEN A MISTAKE., 4. COULD I, PLEASE, SPEAK TO THE MANAGER?, 5. HAVING A RECEIPT, AN INVOICE, OR A BANK STATEMENT IS MANDATORY., 6. USE FORMAL AND POLITE LANGUAGE. 2 Możliwe odpowiedzi: 1. I MUST INFORM YOU THAT THE ITEM I RECEIVED IS DAMAGED., 2. THE CUSTOMER SHOULD KEEP THE ORIGINAL PACKAGING., 3. THERE MUST HAVE BEEN A MISTAKE., 4. COULD I, PLEASE, SPEAK TO THE MANAGER?, 5. HAVING A RECEIPT, AN INVOICE, OR A BANK STATEMENT IS MANDATORY., 6. USE FORMAL AND POLITE LANGUAGE. 3 Możliwe odpowiedzi: 1. I MUST INFORM YOU THAT THE ITEM I RECEIVED IS DAMAGED., 2. THE CUSTOMER SHOULD KEEP THE ORIGINAL PACKAGING., 3. THERE MUST HAVE BEEN A MISTAKE., 4. COULD I, PLEASE, SPEAK TO THE MANAGER?, 5. HAVING A RECEIPT, AN INVOICE, OR A BANK STATEMENT IS MANDATORY., 6. USE FORMAL AND POLITE LANGUAGE. 4 Możliwe odpowiedzi: 1. I MUST INFORM YOU THAT THE ITEM I RECEIVED IS DAMAGED., 2. THE CUSTOMER SHOULD KEEP THE ORIGINAL PACKAGING., 3. THERE MUST HAVE BEEN A MISTAKE., 4. COULD I, PLEASE, SPEAK TO THE MANAGER?, 5. HAVING A RECEIPT, AN INVOICE, OR A BANK STATEMENT IS MANDATORY., 6. USE FORMAL AND POLITE LANGUAGE. 5 Możliwe odpowiedzi: 1. I MUST INFORM YOU THAT THE ITEM I RECEIVED IS DAMAGED., 2. THE CUSTOMER SHOULD KEEP THE ORIGINAL PACKAGING., 3. THERE MUST HAVE BEEN A MISTAKE., 4. COULD I, PLEASE, SPEAK TO THE MANAGER?, 5. HAVING A RECEIPT, AN INVOICE, OR A BANK STATEMENT IS MANDATORY., 6. USE FORMAL AND POLITE LANGUAGE. 6 Możliwe odpowiedzi: 1. I MUST INFORM YOU THAT THE ITEM I RECEIVED IS DAMAGED., 2. THE CUSTOMER SHOULD KEEP THE ORIGINAL PACKAGING., 3. THERE MUST HAVE BEEN A MISTAKE., 4. COULD I, PLEASE, SPEAK TO THE MANAGER?, 5. HAVING A RECEIPT, AN INVOICE, OR A BANK STATEMENT IS MANDATORY., 6. USE FORMAL AND POLITE LANGUAGE.
Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
Exercise 3

Match the words with their translations.

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Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

Click numbers in the order from 1 to 3 and play the recordings. Then, do the exercises below.

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Na ilustracji przedstawiona jest mapa myśli. Jej centralnym punktem jest chmurka REFUNDS, COMPLAINTS, AND COMPENSATIONS, od której odchodzą trzy kolejne chmurki. Pierwsza z nich to: COMPLAINING ABOUT A SERVICE OR A PRODUCT – useful phrases to ask for action, od której z kolei odchodzi sześć kolejnych chmurek o treściach: COULD I PLEASE SPEAK TO THE MANAGER? COULD YOU PLEASE REDIRECT MY CALL TO THE MANAGER? IS THERE A CHANCE YOU COULD HELP ME WITH...? WOULD IT BE POSSIBLE TO REIMBURSE? IS THERE ANY CHANCE TO GET A REFUND FOR...? I'D LIKE TO ASK FOR COMPENSATION FOR. Druga z nich to: COMPLAINING ABOUT A SERVICE OR A PRODUCT – useful phrases to state the problem, od której z kolei odchodzi siedem kolejnych chmurek o treściach: I THINK YOU MAY HAVE SENT ME THE WRONG ORDER I AM AFRAID I MUST COMPLAIN ABOUT THE SERVICE... I AM SORRY TO SAY THIS BUT THE BEHAVIOUR OF THE ... WAS UNACCEPTABLE THERE MUST HAVE BEEN A MISTAKE I AM AFRAID THERE HAS BEEN A MISTAKE I MUST INFORM YOU THAT THE PRODUCT I RECEIVED WAS... NEVER HAVE I RECEIVED LESS PROFESSIONAL SERVICE Trzecia z nich to: PRODUCT RETURN PROCESS, od której z kolei odchodzi osiem kolejnych chmurek o treściach: THE CUSTOMER'S REQUEST TO RETURN A PRODUCT MUST BE VERIFIED THE CUSTOMER MUST PROVE THAT THE ITEM WAS PURCHASED AT THE PARTICULAR STORE HAVING A RECEIPT, AN INVOICE, OR A BANK STATEMENT IS MANDATORY CLOTHING PRODUCTS OUGHT TO HAVE UNTOUCHED TAGS AND LABELS THE CUSTOMER NEEDS TO CREATE A FORMAL RETURN REQUEST A. THE CUSTOMER NEEDS TO GET ACQUAINTED WITH THE STORE RETURN POLICY B. THE CUSTOMER SHOULD KEEP THE ORIGINAL PACKAGING C. THE CUSTOMER SHOULD HAVE PROOF OF PRODUCT DAMAGE Trzy ostatnie z wymienionych chmurek posiadają punkty interaktywne, ponumerowane kolejno jako jeden, dwa i trzy. W ich treści znajdują się pliki audio, a transkrypcja nagrań znajduje się pod ilustracją.
Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
TRANSCRIPT1azurewhite
Exercise 4
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  1. A return policy outlines all the conditions for the return or exchange of goods between the store and the customer which means that to ensure you’re not disappointed, you should read it before purchasing anythingwhen planning to return an itemas you prepare to discuss the issue with the customer service.
  2. Items purchased online come with the original packaging which allows you to send back a product without wasting timeensures that the store will accept your returnmakes it impossible to make a return.
  3. Photographic evidence of the damage or deficiencies in the received goods ensures that the vendor will provide a refund without going through official channelsthe store will accept your return claimthe store won't be able to dismiss your complaint easily.
  4. The aim of all the recordings is to create savvy and informed customersshow the possible avenues of dealing with the customer serviceshow vendors how to make their customers happy.
Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
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