Customer services

PUBLISHED : Monday, 16 May, 2011, 12:00am
UPDATED : Monday, 16 May, 2011, 12:00am


Joey has just joined the customer services team at a new shopping mall in town. The mall has been open for one week and this is Joey's first day alone at the desk. Three customers seek her assistance. Listen to the conversations and then answer these questions

1 What is the nature of the first customer's request?

a. an inquiry

b. a grumble

c. a plea

2 What is Joey's immediate reaction?

a. the customer should go to the police

b. the customer should give her more details

c. she cannot help the customer

3 How does the customer respond?

a. with anger

b. with great pleasure

c. with absolute horror

4 What does Joey suggest?

a. the customer should forget about the matter

b. they sort things out together

c. the customer should deal with the problem at its source

5 How does the conversation end?

a. the customer makes a threat and storms off

b. the customer thanks Joey and walks away although she's not 100 per cent satisfied

c. the customer is very happy that the problem has been solved

6 What does the second customer require?

a. a recommendation for a place to eat

b. directions to get to a special restaurant

c. the prices at a restaurant someone has recommended

7 Where are the mall's restaurants situated?

a. on the top floor

b. all in the same area

c. in the basement

8 Why won't the customer eat in the food court today?

a. it is too expensive

b. a friend has said the food there is not good

c. it isn't open yet

9 Why is the Italian restaurant offering special prices today?

a. because they have a new chef

b. because they have just opened

c. because the food is excellent

10 What sort of table will the customer require?

a. a table for three

b. a table for one

c. a table near the window

11 Why has the third customer come to customer services?

a. to report a theft

b. to ask directions to the exit

c. to inquire about lost property

12 How much time has passed between the customer realising what has happened and her visit to the customer services desk?

a. about one hour

b. no time at all

c. about 30 minutes

13 Which is the item the customer is talking about?




14 Who does the customer blame for what has happened?

a. a pickpocket

b. herself

c. customer services

15 What is the outcome of Joey's phone call?

a. the customer's lost property has been found

b. the customer finds the item

c. we don't know


1. b, 2. c, 3. a, 4. c, 5. a, 6. a, 7. b, 8. c, 9. b, 10. a, 11. c, 12. b, 13. b, 14. b, 15. c