What is the importance of customer service?
What are the problems of customer service in most Vietnamese companies?
Describe the kind of internship you want to have.
What characteristics should a customer service staff avoid and why?
What characteristics should a customer service staff have and why?
What is a call centre? Why do companies need call centre?
What is a call centre and what are its functions?
What are the advantages and disadvantages of working in a call centre?
Your opinions on racism in call centres.
How to have a good placement at a new company?
Roles of placement in your study now and how does it help you prepare for your future job?
Why can’t most of Vietnamese companies have good customer service?
What is the role of customer service to companies’ business performance?
What do you think of customer service in Vietnamese companies?
6. USEFUL WEBSITES
Websites with background information on customer support include:
http://www.instituteofcustomerservice.com htttp://en.wikipedia.org/wiki/Cutomer_Service
http://money.homestuffworks.com/customer-service.htm
https://www.customerservicemanager.com/customer-service-websites https://www.templatemonster.com/category/call-center-website-templates
50 https://www.calllogic.com/blog/successful-telesales-team/
SECTION 2: PRACTICE QUESTION 1
Fill in each blank with the correct form of the word given in brackets
1. Trade unions are worried about poor working conditions and ____________ (exploit) of workers in India.
2. Wherever it is located, call centre work is ____________ (potential) stressful and monotonous and the staff need adequate remuneration and respect.
3. Unfortunately, I no longer have the ____________ (origin) packaging so I should deliver the TV directly to the repair centre after work.
4. We have serious ____________ (recruit) problem and a high staff turnover. These two problems are probably linked.
5. You should isolate the problems and ____________ (priority) them as important and urgent.
6. Attracted by good money, comfortable working conditions and promotion prospects, many ____________ (graduation) are queuing up for the job.
7. Contact centres now realize that forcing operators to deal with customers as quickly as possible is not in their ____________ (interesting)
8. We want staff to be ____________ (energy) and happy because we know that happy staff make satisfied customers.
9. Customer service staff are supposed to be competent and ____________ (knowledge) but really, they just don’t want to take any responsibility these days.
10. There are two reasons why staff turnover is high: working conditions and job ____________ (satisfy).
QUESTION 2
I. Choose one underlined word or phrase which needs correcting in each sentence 1. First, switch off the computer. Do not disconnect the power cable so the PC remains earthed. Secondly, remove the side panel.
A. off B. disconnect C. earth D. secondly
51 2. Can you tell me what time does the supermarket opens?
A. Can B. what time C. does D. opens
3. Did you say that you will have a lot of things to do the following week?
A. that B. will C. to do D. following
4. I asked to him whose car he had borrowed the night before.
A. asked to B. whose car C. had borrowed D. before 5. Trouble makers are like to respect a leader with good mediation skills because they feel that someone is listening to their problems
A. like B. mediation C. feel D. is
6. If a drop of oil is placed in a glass of water, it would float to the top
A. a drop B. placed C. would D. to
7. Please don’t hesitate to contact me if you require any further informations.
A. don’t B. to contact C. require D. informations 8. Do business on the phone with companies overseas is very costly.
A. Do B. on C. overseas D. costly 9. I'm looking forward to see you again during summer vacation.
A. looking B. see C. again D. during
10. We’ve decided to stop to interview qualified applicants who are not willing to relocate.
A. decided B. to interview C. who are not D. relocate II. Read the passages below and choose the best answer
1. Read the following passage and choose the best answer The International Association of Industrial Scientists (IAIS) Newsletter submissions
The IAIS Monthly will be undergoing several changes in the coming months in order to better meet the needs of our members and readers. The first of these initiatives will be to open up the newsletter to reader submissions, including personal accounts of events, opinion pieces, and photographs. This new section of the newsletter will be called Member Views and News. The editors believe that this is an important way to make the IAIS Monthly more relevant and engaging to readers as well as more representative of the society's activity. Membership is available only to certified scientists.
52 To this end, we are now inviting members to submit their impressions about meetings and other events taking place in the region. We are particularly interested in selecting the views of members of our Taipei affiliate, which is our latest and 23rd chapter.
Please click here to download the submission form. All forms must be completed and sent to Robert Harper at rharper@iais.org. In the event that your submission is selected for publication, you will receive an e-mail at the address indicated on the form. Submissions for the autumn issue are due on June 30.
Finally, we continue to make improvements to the IAIS Monthly, so please visit this Web site regularly for updates. We expect to finalize a new, colorful, and more visually appealing layout of the newsletter in the next few weeks.
--- To: Jim Bradley <jimb.2@milina.com.tw>
From: Ed Robinson <erobison@iais.org>
Date: July 5
Subject: Newsletter submission Dr. Bradley,
Thank you for your June 18 submission to our newly created Member Views and News section of our newsletter. We were so happy to hear about the Taipei chapter's first meeting, especially the details of Dr. Jen Chau's latest research in the area of industry laboratory safety protocols in Taiwan. We were also pleased to hear that the Taipei chapter already has 28 members and that membership is expected to double in the coming months.
I am wondering if you could edit your submission down to 300 words. This would allow enough space for three other submissions in the next issue. I would be happy to work with you on the revision. Please let me know if this will work for you.
Thank you.
Ed Robinson, Editor, IAIS Quarterly
(Adapted from https://www.examenglish.com/TOEIC) 1. For whom is the Web page information most likely intended?
A. IAIS members B. Newsletter editors C. Publication managers
53 D. Students of industrial universities
2. According to the Web page information, what is true about the newsletter?
A. A section of it will be discontinued B. Larger print will be used
C. It will be issued every month D. It will be published in colour
3. On the Web page, the word “impressions” in paragraph 2, line 1, is closest in meaning to
A. Characteristics B. Imitations C. Feelings D. Effects
4. What is suggested about Dr. Bradley's submission?
A. It explains how to become an IAIS member B. It will appear with one other submission
C. It will appear in the autumn issue of the newsletter D. It was sent to Mr. Robinson on June 30
5. What is Dr. Bradley asked to do?
A. Provide details about a meeting B. Shorten his submission
C. Include contact information with an article D. Arrange a chapter meeting
2. Read the following passage and answer the questions
Tiger Tours to Open Phuket Office to Better Serve Local and International Clients Press Release
For Immediate Release: February 20
Contact: Surakrai LEKKLAR (Media Officer) +66 2 533 6542
Chiang Mai, Thailand – one of Thailand’s biggest tour companies is to open a third office in Phuket on March 15.
54 Ms. Kulaya Chimklai, CEO of the Chiang Mai-based tour company, announced yesterday that the strong growth in past years has led to a need for an additional office in Phuket, where a fourth of Tiger Tours’ business takes place. “With this new office, we will be able to better serve our local and international clients, helping them have a ‘real Thai experience’,” Ms. Chimklai said.
With offices in Chiang Mai, Bangkok and now Phuket, Tiger Tours is ambitiously planning to expand its client base, offering tours in the northern, central and southern regions of Thailand. The recent growth of the company has been based on various tour programs, such as Gourmet Thailand and Thai Massage Tour. Now, in addition to these popular programs, it is also developing new and unique programs including wildlife ecotourism and eco-volunteer experience projects to meet the broader needs of its clients.
The new office is strategically located in downtown Phuket, and staffed by three key employees, each of whom has worked in the Thailand tourism industry for over 15 years.
Tiger Tours expects that the new team will bring valuable knowledge and experience to their jobs, contributing to further expansion of the company. “We’re inching our way into the top 3,” said Ms. Chimklai, expressing optimism about the future.
For more information, contact Surakrai LEKKLAR at 66 2 533 6542.
(Adapted from https://www.examenglish.com/TOEIC) 6. Why did the company need to expand business?
7. Where are the offices of the tourism company currently located?
8. What has led to recent growth of the company?
9. What has been added to the company’s popular programs?
10. What is the company’s future plan?
QUESTION 3
I. Choose the suitable word to fill in each blank
Airbus crisis over
Airbus says it has turned the corner after a crisis _______ (1) to production problems and turmoil in the boardroom at its A380 super-jumbo project that has gone on for the past year. Speaking at the Paris air show, Louis Gallois, CEO of the European _______ (2), said, "Airbus is back." Airbus, which announced a raft of orders on the first day of the
55 show, is competing with Boeing, its American _______ (3), for the title of the largest planemaker in the world.
Boeing is expected to reveal the numbers of orders for its 787 Dreamliner soon. Airbus orders unveiled on Monday _______ (4) Qatar Airways confirming a $16bn order for 80 A350 Airbus planes and ordering three A380 super-jumbos for about $750m. Boeing and Airbus are also competing for orders from aircraft leasing firms. Orders from these companies - who rank highly among the biggest global buyers of aircraft - are often regarded as a/an _______ (5) of how successful a model will be in the long term.
Airbus also secured orders from US Airways that are worth $10bn for 22 of its A350 jets, 60 A320s and ten of its A330-200 wide-body planes. A few months ago, Airbus unveiled a major cost-cutting programme aiming to reduce the _______ (6) in Europe by 10,000, as well as announcing a group restructuring. "I can tell you with full confidence that Airbus is _______ (7) and fully back, as you have started noting yesterday as demonstrated by our first day announcements," said Mr Gallois on the second day of the air show.
However, Boeing also announced a/an _______ (8) with General Electric (GE) on the show's first day. GE's commercial aviation services placed an order for six 777 Boeing freighters _______ (9) at around $1.4bn, to be delivered in the last quarter of 2008.
A Wall Street Journal website report, quoting the Delta operating chief yesterday said that Delta Air Lines were on the verge of ordering as many as 125 Boeing 787 jetliners by the end of this year. However, a spokesman for Delta later said that it had been having conversations "with several aircraft makers" and that "no final decision" had been made on future _______ (10) purchases.
(Adapted from “Airbus Crisis Over” - https://www.usingenglish.com/comprehension) 1. A. involved B. involving C. connecting D. connected
2. A. automobiles B. carmaker C. planemaker D. transportation 3. A. rival B. competition C. client D. partner
4. A. composed B. imposed C. concluded D. included 5. A. hint B. clue C. indication D. signal 6. A. factories B. revenues C. workforce D. salaries 7. A. decreasing B. increasing C. gone D. back
8. A. alienation B. deal C. combination D. joint-venture 9. A. worth B. valued C. estimated D. quoted
56
10. A. jet B. crew C. fleet D. pack
II. Writing
Are you for or against outsourcing call centres from developed countries to developing countries? Why?
57
Unit 3