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The photo below shows a delivery man carrying a package. Have you ever waited impatiently for a purchased product, but after opening the package you found out that the goods were damaged or wrong? If yes, you probably felt as if somebody had pulled your leg, right? In this section, you are going to read about the problems customers had either with items or with service.
Na poniższym zdjęciu widać doręczyciela niosącego paczkę. Czy zdarzyło ci się kiedyś czekać z niecierpliwością na zakupiony produkt tylko po to, by po otwarciu paczki przekonać się, że towar jest uszkodzony lub nietrafiony? Jeśli tak, to pewnie poczułeś/poczułaś się, jakby ktoś nabił cię w butelkę, prawda? Poniżej przeczytasz o problemach, jakie klienci mieli z zamówionymi przedmiotami lub usługami.
Read the chart carefully and decide whether the sentences are true (T) or false (F).
2. Consumers care the least about the eco-friendliness of companies. TRUEFALSE
3. The quality of customer service matters less to people than the quality of the products. TRUEFALSE
4. According to the five highest-scoring answers, customers expect companies to know their wants. TRUEFALSE
5. Innovation is one of the least concerning factors for consumers. TRUEFALSE
6. Overall, American consumers seem to care the least about customer service. TRUEFALSE
Read three texts written by various customers and then, do the exercises below.
Does Ideal Service Even Exist?1. DupedDuped by a company
This blog post will be sincere and intimate… I can barely express how angry I am after my latest purchase online. The whole story began half a year ago while I was browsing some websites and a pop‑up adpop‑up ad with an offer of ridiculously cheap shoes appeared.
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As you may guess, the company has failed to comply withcomply with purchasing arrangements. To tell you the truth, I’m more than certain that the shoes were never even sent to my place although I have received dozens of emails from this firm confirming my order and stating that the delay was due to the shipping company. How gulliblegullible and unaware of all these marketing techniques I turned out to be! The advertising experts pulled my legpulled my leg with this product which, rationally thinking, couldn’t cost as little as a packet of crisps. I have never felt more embarrassed with myself. I’m simply ashamed of my lack of consumer awarenessconsumer awareness. Adults should not fall into such traps.
~Mark
2. Equal and more equal clients
I’m usually a patient person, but not this time. Yesterday, my friend and I decided to visit a shrimp restaurant located in the city centre. It’s become a very popular culinary spot recently, as the owners pride themselves on having a great loyalty programmeloyalty programme . If you are their regular customer, you can eat to your heart's contentto your heart's content while paying only the entrance feeentrance fee. Sounds amazing, doesn’t it? We went there being aware that we were novice clientsnovice clients but hoping to become frequent visitors in the future. We ordered our favourite – crispy shrimp in tempura with some Asian beverages – and waited for the arrival of the food. Unfortunately, it turned out that most guests were covered by the programmecovered by the programme, so our order was the last to be processed. We waited more than two hours for a meal! I hadn’t predicted such a scenario. Anyway, we both became fed up with waiting, so I finally asked to speak to the manager and complained about the restaurant’s poor service. I asked what kind of compensationcompensation he was going to give us. He replied that according to restaurant policyrestaurant policy, regular customers had prioritypriority and the only thing he could do was accept our complaintcomplaint!
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Well, I’m writing the review now, as the manager literally did nothing! If you want to spend a nice evening with great food and a nice atmosphere – just don’t go there.
~Sadie
3. A perfect spot? No doubts
“The Shiny Sun” hostel? If I were you, I’d definitely choose this place. It’s clean and cosy, with a convenient location (700 metres from the sandy beach), and a family atmosphere. The host was always at the venuevenue and eager toeager to help. The only problem we noticed was the lack of wi‑fi. It wasn’t a big deal for us, but our children (two rebellious teens) literally pulled their hair out of their headspulled their hair out of their heads showing their disapprovaldisapproval. I tried to put a stop to it by saying that I wouldn’t lift a fingerwouldn’t lift a finger in that matter, but it didn’t help.
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I'm not certain what arguments my children had used, but the very next day, the hostel owner signed a contract with an internet company. Unbelievable, right? I must admit I was proud of these two resourcefulresourceful creatures… Anyways, I am gonna repeat myself: the best choice is this hostel whose advertising slogan should be „your wish is my commandyour wish is my command.” Don’t hesitatehesitate, guys!
~James
Źródło: Zuzanna Kościuk, Ewelina Ramotowska, licencja: CC BY-SA 3.0.
Read the text. Then, match the missing fragments to the correct place to create logical paragraphs. One fragment does not fit into any gap.
I thought that it was a real bargain and, believe it or not, didn’t smell a tricksmell a trick. I placed an order and paid without thinking much, rather feeling like grasping the chancegrasping the chance.
I said that in such case, I’d leave a negative review on social media, which would certainly damage the reputation of that place. What happened next?
To my great surprise, they decided to take matters into their own handstake matters into their own hands and asked the host for a refundrefund as compensation for their wasted time.
An amazing atmosphere of that place made us not feel like arguing with the owner so we decided to enjoy the time we can spend with our family. But… things started to get more and more complicated.
2) 1. LONG-AWAITED FAULTY GOODS, 2. FAMILY HOLIDAY: PLEASURE OR ORDEAL ?, 3. EQUAL AND MORE EQUAL CLIENTS, 4. DUPED BY A COMPANY, 5. A PERFECT SPOT? NO DOUBTS, 6. POSH RESTAURANT RANKING
3) 1. LONG-AWAITED FAULTY GOODS, 2. FAMILY HOLIDAY: PLEASURE OR ORDEAL ?, 3. EQUAL AND MORE EQUAL CLIENTS, 4. DUPED BY A COMPANY, 5. A PERFECT SPOT? NO DOUBTS, 6. POSH RESTAURANT RANKING
Based on the texts, choose the correct answer.
Write an answer to the question in 5‑6 sentences.
Have you ever had problems with the service or an item you bought? Describe the situation and the resolution you sought. Remember to use the vocabulary from the text.
Słownik
/ ˌkɒmpenˈseɪʃn̩ /
rekompensata (money that is paid to someone in exchange for something that has been lost or damaged)
/ kəmˈpleɪn /
skarżyć się, składać reklamację (express one’s dissatisfaction with e.g. the service)
/ kəmˈpleɪnt /
skarga, reklamacja (the act of expressing one’s dissatisfaction with e.g. a service)
/ kəmˈplaɪ wɪð /
zastosować się do, spełniać (to fulfil)
/ kənˈsjuːmər əˈweənəs /
świadomość konsumencka (knowledge and understanding that a buyer should have)
/ ˈkʌvəd ˈbaɪ ðə ˈprəʊɡræm /
objęci programem (allowed to take advantage of special offers)
/ ˌdɪsəˈpruːvəl /
dezaprobata (the feeling of having a negative opinion of someone or something)
/ djuːpt /
nabrany, oszukany (deceived, tricked)
/ ˈiːɡə tuː /
chętny/chętna do, skory/skora do (strongly wanting to do or have something)
/ ˈentrəns fi: /
opłata za wejście (money you pay in order to be allowed in e.g. a restaurant)
/ ˈevri trɪk ɪn ðə bʊk /
w każdy możliwy sposób (every available method of achieving what one wants)
/ ˈɡrɑːspɪŋ ə tʃɑːns /
wykorzystywanie szansy (taking an opportunity)
/ ˈɡʌlɪbl̩ /
naiwny/naiwna (naive)
/ ˈhezɪteɪt /
wahać się (to feel uncertain about something, have a problem with making a decision)
/ ˈlɔɪəlti ˈprəʊɡræm /
program lojalnościowy (a special offer – e.g. discount – for regular customers)
/ ˈnɒvɪs ˈklaɪənts /
nowy klient/nowa klientka (fresh, new customer)
/ ɔːˈdiːl /
męka, gehenna (a very difficult and hard experience)
/ ˈpɒp ʌp æd /
reklama wyskakująca podczas przeglądania internetu (advertisements which appear during internet browsing)
/ praɪˈɒrɪti /
priorytet (something of the greatest importance)
/ 'pʊl maɪ leɡ / / 'pʊl ˈsəmˌbɑːdis leɡ /
zrobił mnie w konia, nabił mnie w butelkę, wykiwał mnie [zrobić kogoś w konia, nabić kogoś w butelkę, wykiwać kogoś] (to fool somebody)
/ pʊld ðeə heər aʊt əv ðeə hedz / / pʊl wʌnz heər ˈaʊt /
wyrywali sobie włosy z głowy [rwać włosy z głowy] (to be very worried or upset about something)
/ rɪˈfʌnd /
zwrot pieniędzy (an amount of money that is given back to you, especially because you are not happy with a product or service that you have bought)
/ ˈrendəd / / ˈrendə /
wyświadczone, wykonane (usługi) [wyświadczyć, wykonać] (provided or given)
/ rɪˈzɔːsfəl /
zaradny/zaradna (good at solving problems)
/ ˈrestrɒnt ˈpɒləsi /
polityka restauracji (the set of rules in a particular restaurant)
/ smel ə trɪk /
wyczuć podstęp (feel a deceit)
/ suːð /
uspokoić (to gently calm someone)
/ ˈteɪk ˈmætəz ˈɪntə ðeər əʊn hændz / / ˈteɪk ˈmætəz ˈɪntə wʌnz əʊn hændz /
wezmą sprawy w swoje ręce [wziąć sprawy w swoje ręce] (to act by oneself)
/ tu jə ˈhɑ:ts kənˈtent / / tu wʌnz ˈhɑ:ts kənˈtent /
do syta (until one feels satisfied)
/ ˈwʊdn̩t lɪft ə ˈfɪŋɡə / / nɒt tu lɪft ə ˈfɪŋɡə /
nie kiwnęliby palcem [nie kiwnąć palcem] (to not make any effort)
/ jə wɪʃ ɪz maɪ kəˈmɑːnd /
twoje życzenie jest dla mnie rozkazem (I will fulfil your every wish)