customers. content who are customers; what types of customers there exist; factors that attract...

CUSTOMERS

Content•who are customers;•what types of customers there exist;•factors that attract customers;•attractive customer service;•a code of practice;•polite ways of requesting for information about goods and services;•polite ways of providing customers with information about goods and services.

Customer (client, consumer, buyer) is an organization or individual that uses, usually

for money, products or services of some company.

Types of customers

•seller•producer•supplier

•final customer•assembly plant•wholesaler•retailer

for further processingor re-selling

for personal

needs

What attracts customers

price quality customer service

yes no

satisfied customer

customer loyalty

dissatisfied customer

What service attracts customers?

Quick service

Polite, courteous, helpful and competent staff

A wide range of goods and services provided

Convenient location of an outlet

Round-the-clock service

Presents and gifts

Discounts and discount cards

Additional optional service (assembly, delivery etc)

Providing information support and servicing over the

telephone, on-line

A set of rules for customer service is a CODE OF PRACTICE

Attractive customer service• quick service

• polite, courteous, helpful and competent staff

• a wide range of goods and services provided

• convenient location of an outlet

• round-the-clock service

• presents and gifts

• discounts and discount cards

• additional optional service (assembly, delivery etc)

• providing information support and servicing over the telephone, on-line

Polite ways of requestingfor information about goods and services

• To get information use DIRECT questions• To ask a «difficult» question, or make your question

more polite use INDIRECT questions

Wh/How questions

What are your opening hours?

Could/Can you tell me…+direct word order Can you tell me what

your opening hours are.

Yes/no-questions

Do you have round-the-clock service?

Could/Can you tell me…+whether/ if Could you tell me if

you have round-the-clock service.

Polite ways of providing customers with information about goods and services

• be competent, well-informed, aware of all products and services of your firm;

• stay polite, courteous, helpful;• provide clear, accurate, specific answers; • pick up the receiver not later than after the third

ring;• greet a client, name your company and introduce

yourself.

Basic glossaryBuyer smb who buys smth often expensive such as a house or car покупатель Client smb who pays for professional services клиент Consumer a person who buys products or services for their own use

rather than to use in business or to resell потребитель

Customer a person or organization that buys products покупатель, клиент, заказчик

Customer loyalty when customers continue to buy a particular company's product, and do not change to other companies’ products

лояльность, верность потребителей

Customer service

the help that people who work in a shop, restaurant, bar etc give you

обслуживание потребителей

Discount a reduction in the usual price of smth скидка Dissatisfied customer

not satisfied customer because smth is not as good as you had expected

Неудовлетворенный покупатель

Producer a person, company, or country that makes or grows goods, foods, or materials

производитель

Retailer a business or person that sells goods to members of the public, rather than to shops etc

продавец в розницу

Round-the-clock service

happening all the time, both day and night круглосуточный

Satisfied customer pleased customer because smth has happened in the way that you want, or because you have got what you want

Удовлетворенный покупатель

Seller smb who sells smth продавец Supplier a company or person that provides a particular product поставщик Wholesaler a person or company that sells goods in large quantities to

other businesses, who may then sell them to the general public

оптовик

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