Introduction

WHAT MAKES CUSTOMERS HAPPY IN

FACE-TO-FACE COMMUNICATION?
In 30 seconds, answer the following questions:

Do you think it is easy to make customers happy? Why?

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Lesson Objectives

Topic: What makes customers happy in face-to-face

communication?

By the end of this lesson, you will be able to:

Use at least six words related to the topic

Create simple sentences about the topic

Have a conversation about the topic

Avoid some common grammar and pronunciation mistakes

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Lets start!
Watch the video and answer the following question in 60 seconds.

What do you think about the shop assistant?

Source: https://www.youtube.com/watch?v=IZXVyXyg4as

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Vocabulary
Pair Work: Student A reads a definition from column A.
Student B matches it with a word from column B, and makes a sentence.
A B
a. courteous behavior towards or care for
1. Responsibility (n)
somebody/something that you think is
important. /rspnsblti/
b. not hiding the truth about something
c. a duty to help or take care of somebody, so that 2. Service (n) /srvs/

you may be blamed if something goes wrong.

3. Responsive (adj) /rspnsv/
d. reacting quickly and in a positive way.
e. having or showing good manners and respect 4. Polite (adj) /plat/
for the feelings of others.
f. assistance or advice given to customers during 5. Respect (n) /rspekt/

and after the sale of goods

6. Honest (adj) /nst/

Example: Responsibility is one of the most important factors that makes

customers satisfied.

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Grammar
Make a sentence using the given structure.

Structure:
S + need (s) + O + to + V-infinitive.

Example: Customers need shop assistants to be responsive to their questions.

Suggestions:

- Polite

- Honest

- Show respect

- Take responsibility

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Conversation
Pair work: Discuss with your partner in 180 seconds.

Your customers are not happy with your company. With your partner,
discuss the ways to make customers happy.

Suggestions

Effective communication

Be responsive

Take responsibility

Be honest

Be polite

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Common mistakes
Mistake Correction

Grammar

Customers need companies for take responsibility for

Incorrect
their mistakes.
Customers need companies to take responsibility for
Correct
their mistakes.

Pronunciation

Confusing
word pairs Ensure /nr/ vs Insure /nr/

- Please ensure (that) the package arrives on time.

Sentence
- The company can refuse to insure properties that
practice
dont have clear origins.

Others

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Assessments
Here are some comments on your performance

Feel free to ask if you have any questions!

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Wrap-up

Words related to what customers want.

Structure: S + need (s) + O + to +

V-infinitive.

Conversations about what makes

customers happy.

Please do your homework in the downloadable outline from the website!

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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

58-the short /i/ (#0262)

133-business vocabulary (#0191)

Recommendation
177-phrasal verbs at the office (#0097)

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