Getting To Know

HOW CAN COMPANIES KEEP THEIR

CUSTOMERS SATISFIED?

In 30 seconds, answer the following questions:

In your opinion, what makes customers feel satisfied? Why?

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Speak Up
Watch the video and answer the given question in 60 seconds:

Video

What is the most powerful

factor that affects customer
satisfaction according to
McKinsey?

Source: http://www.dailymotion.com/video/x560aed

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Wear Your Words
Listen and repeat. Then, choose a word to define.

1. Consistency (n) /kənˈsɪstənsi/

2. Promise (n) /ˈprɑːmɪs/

3. Transparency (n) /trænsˈpærənsi/

4. Experience (n) /ɪkˈspɪriəns/

5. Operational (adj) /ˌɑːpəˈreɪʃənl/

6. Goodwill (n) /ˌɡʊdˈwɪl/

Make a sentence using that word.

Example: Consistency is vital if a company wants to keep its customers happy.

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Wear Your Words
Explanation of useful idioms:

Promise (somebody) the to make promises that will be

earth/moon/world
impossible to keep

If you do something to somebody’s

To somebody’s satisfaction
satisfaction, they are pleased with it

Examples: - Politicians promise the earth before an election, but things are different
afterwards.
- He won't get paid until he completes the job to my satisfaction.

Make a sentence using one of the given idioms.

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Essential Structures

Structure:
S (Noun) + be + necessary + for somebody/something + to + V-
inf.
Example: Consistency is necessary for companies to sustain customer satisfaction.

Make a sentence using the given structure.

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Raise Your Voice
1. In your opinion, what is the most important factor that helps companies keep their customers
happy?
2. Why is it important that companies keep their customers satisfied?

Pair Work: Discuss these questions in 180 seconds.

Suggestions: Respect your customers, Always Listen – Hear What Your Customers are Saying,
Treat your Customers Right – Genuinely Interact, Treat a Customer Like a Valued Partner –
Two-Way Communication is important
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Assessment Form
Here are some comments on your performance.

Student Pronunciation Vocabulary Grammar

1.

2.

3.

4.

5.

6.

Feel free to ask if you have any questions!

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What We Gained

 Vocabulary related to customer satisfaction

 2 idioms:

 Promise (somebody) the earth/moon/world

 To somebody’s satisfaction

 Structure: S (Noun) + be + necessary + for somebody/something

+ to + V-inf.

 Discussion about customer satisfaction

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Homework
Complete your mission and find more in related lessons.

 Take note of what you need to improve (Vocabulary, Grammar and

Pronunciation)
Your mission  Search for related lessons in the course browser
 Take those lessons

 Means of transportation quiz (#0084)

Recommendation
 Conjunctions (#0246)

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