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APPRENTICESHIP PROGRAMME MODULE 3
BAHAGIAN PENDIDIKAN TEKNIK & VOKASIONAL COMMUNICATION ENGLISH MODULE 3 PROGRAM
APPRENTICESHIP
TAHUN PENGAJIAN
YEAR 2
MODULE 3
5.0 Interacting with clients and providing services STANDARD KANDUNGAN 6.0 Making and responding to complaints 5.1 Make enquiries and order goods and services 5.2 Use the various language functions orally 5.3 Pronounce words clearly 5.4 Use correct intonation, stress and rhythm STANDARD PEMBELAJARAN
6.1 Use a variety of language functions 6.2 Make a complaint about services and products orally 6.3 Respond to a complaint orally 6.4 Fill in a complaint form at a hypermarket, furniture and electrical outlets. 6.5 Use electronic devices to make complaints
NO. KOD
1120
1
APPRENTICESHIP PROGRAMME MODULE 3
Standard Curriculum Document KVM, KPM
APPRENTICESHIP PROGRAMME
__________________________________________________
MODULE :
COMMUNICATION ENGLISH
MODULE 3 INTERACTING WITH CLIENTS AND PROVIDING SERVICES MAKING AND RESPONDING TO COMPLAINTS
__________________________________________________
2
APPRENTICESHIP PROGRAMME MODULE 3
INTERACTING WITH CLIENTS AND PROVIDING SERVICES
3
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.1: ORDERING FOOD HANDOUT 1 Ordering a Meal Waiter
:Hi. How are you doing this afternoon?
Customer
:Fine, thank you. Can I see a menu, please?
Waiter
:Certainly, here you are.
Customer
:Thank you. What's today's special?
Waiter
:Grilled tuna and cheese on rye.
Customer
:That sounds good. I'll have that.
Waiter
:Would you like something to drink?
Customer
:Yes, I would like a coke.
Waiter
: Here you are sir. Enjoy your meal!
Customer
:Thank you.
4
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.1: ORDERING FOOD WORKSHEET 1 Fill in the blanks with the correct word based on the dialogue. Waiter
:Hi. ___________________ this afternoon?
Customer
:Fine, thank you. ______________________?
Waiter
:___________, here you are.
Customer
:Thank you. _____________________?
Waiter
:Grilled tuna and cheese on rye.
Customer
:That sounds good. ____________________.
Waiter
:___________________ something to drink?
Customer
:Yes, I'd like a coke.
Waiter
:____________________. Enjoy your meal!
Customer
:Thank you.
5
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.2: MAKING RESERVATION HANDOUT 2 Getting a Room for the Night Receptionist
:Good evening. Can I help you?
Customer
:Yes, please. I wouldd like a room for the night.
Receptionist
:Would you like a single room, or a double room?
Customer
:A single room, please. How much is the room?
Receptionist
:It's RM170 per night.
Customer
:Can I pay by credit card?
Receptionist
:Certainly. We take Visa, Master Card and American Express. Could you fill in this form, please?
Customer
:Do you need my passport number?
Receptionist
:No, just an address and your signature.
Customer
:Here you are.
Receptionist
:Here's your key. Your room number is 212.
Customer
:Thank you.
Receptionist
:Thank you. If you need anything, dial 0 for the reception area. Have a good stay!
6
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.2: MAKING RESERVATION WORKSHEET 2 Fill in the blanks with the correct word based on the dialogue. Getting a Room for the Night Receptionist
:Good evening__________________________
Customer
:Yes, please. ________________________
Receptionist
:___________________ a single room, or a double room?
Customer
:A single room, please. How much is the room?
Receptionist
:It's RM170 per night.
Customer
:_______________pay by credit card?
Receptionist
:Certainly. We take Visa, Master Card and American Express. ______________ fill in this form, please?
Customer
:________________need my passport number?
Receptionist
:No, just an address and your signature.
Customer
:Here you are.
Receptionist
:Here's your key. Your room number is 212.
Customer
:Thank you.
Receptionist
:Thank you. ____________________, dial 0 for the reception area. Have a good stay!
7
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.3: MAKING ENQUIRIES HANDOUT 1 Study the pictures below.
Can I speak to you for a moment?
Yes of course. What about?
Is it OK if I miss the English lesson tomorrow?
Well, not really.
Do you mind if I look at your CDs.
You can borrow some if you want.
8
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.3: MAKING ENQUIRIES WORKSHEET 1 Match the sentences with the correct reactions.
Can I have a glass of water?
Yes of course. What about?
Is it OK if I make a phone call?
Oh, sorry, I said we only have RM50 tickets left.
Could you say that again, please?
Well, all right. If it’s a local call.
Can I speak to you for a moment?
Oh sure. The remote’s on the table.
Do you mind if I look at your CDs.
Well, not really. Why can’t you come?
Is it OK if I miss the English lesson tomorrow?
Of course, there’s a bottle in the fridge.
Could you move over, please?
You can borrow some if you want.
Do you mind if I turn the TV up?
Yes, sorry. I didn’t realise you wanted to sit down
9
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.4: MAKING AND RECEIVING CALLS HANDOUT 1 Listen to the telephone conversation. Role-play the conversation.
The telephone rings. Dealer
: Haruman Kasturi Sdn. Bhd. Good morning.
Caller
: Good morning.
Dealer
: Yes Madam. I am Rashidah. May I help you?
Caller
: I’m Encik Rezuan. I wish to order some workbenches for my workshop from your company.
Dealer
: Thank you sir for trusting our company. I’m the Sales Manager here. May I know your full name, please?
Caller
: It’s Rezuan Bin Mazlan. What is the price for a workbench?
Dealer
: We do have a few types of workbenches. The price ranges from as cheap as RM 70.00 to RM 300.00. Do you have any particular type in mind?
Caller
: No. I am looking for a simple workbench. Maybe around RM 150.00 each
Dealer
: You are lucky. We do have a simple workbench of that price. It is a basic workbench for everyday work.
Caller
: Do you give any discount?
Dealer
: That is after discount, sir. The original price is RM 200.00.
Caller
: Great. I would like to buy four workbenches. When can I get them?
Dealer
: We can send them to you in three days and our workers will send them to your workshop.
Caller
: Thank you. I’ll come to your company to pay the deposit. Nice talking to you.
Dealer
: Thank you sir. Have a nice day.
10
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.4: MAKING AND RECEIVING CALLS WORKSHEET 1 Complete the dialogue. Fill in the blanks with suitable words. Role-play the dialogue. The telephone rings.
Dealer
: _________________________ Sdn. Bhd. Good _________________.
Caller
: Good ___________________.
Dealer
: Yes sir. I am ________________. May I help you?
Caller
: I’m ________________________. I wish to order some ________________ for ________________________ from your ___________________.
Dealer
: Thank you sir for trusting our company. I’m the Sales Manager here. May I know your full name, please?
Caller
: It’s ________________________. What is the price for a ______________?
Dealer
: We do have a few types of ____________. The price ranges from as cheap as RM ________ to RM _______ Do you have any particular type in mind?
Caller
: No. I am looking for a _________________. Maybe around RM 150.00 each
Dealer
: You are lucky. We do have _______________________ of
11
APPRENTICESHIP PROGRAMME MODULE 3
that price. It is a ___________________________ for _______________________. Caller
: Do you give any discount?
Dealer
: That is after discount, sir. The original price is RM 200.00.
Caller
: Great. I would like to buy _____________________. When can I get them?
Dealer
: We can send them to you in three days.
Caller
: Thank you. I’ll come to your company to pay the deposit. Nice talking to you.
12
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.4: MAKING AND RECEIVING CALLS WORKSHEET 1 Complete the dialogue. Find in the blanks with suitable words.
The telephone rings.
Dealer
: _________________________ Sdn. Bhd. Good _________________.
Caller
: Good ___________________.
Dealer
: Yes sir. I am ________________. May I help you?
Caller
: I’m ________________________. I wish to order some ________________ for ________________________ from your ___________________.
Dealer
: Thank you sir for trusting our company. I’m the Sales Manager here. May I know your full name, please?
Caller
: It’s ________________________. What is the price for a ______________?
Dealer
: We do have a few types of ____________. The price ranges from as cheap as RM ________ to RM _______ Do you have any particular type in mind?
Caller
: No. I am looking for a _________________. Maybe around RM 150.00 each
Dealer
: You are lucky. We do have _______________________ of that price. It is a ___________________________ for _______________________.
Caller
: Do you give any discount?
13
APPRENTICESHIP PROGRAMME MODULE 3
Dealer
: That is after discount, sir. The original price is RM 200.00.
Caller
: Great. I would like to buy _____________________. When can I get them?
Dealer
: We can send them to you in three days.
Caller
: Thank you. I’ll come to your company to pay the deposit. Nice talking to you.
Dealer
: Thank you sir. Have a nice day.
14
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.5: FACE TO FACE INTERACTIONS HANDOUT 1 Study the dialogue below. Read it aloud. Then role-play the dialogue. Sales girl
: Hello. Welcome. May I help you, sir?
Customer
: Hello. I am looking for workbenches.
Sales girl
: Do you have any particular workbench in mind? We have everything from the basic ones to the custom-made workbenches for workshops.
Customer
: I’m looking for a basic workbench. I want a simple and strong.
Sales girl
: Are you using it for everyday work or heavy-duty work?
Customer
: A basic one for everyday work. Something worth around RM150.00.
Sales girl
: Come and look at the selections that we have.
Customer
: That brown one. It looks strong and durable.
Sales girl
: Okay. Can you follow me to the office?
Customer
: Yes, please. Thank you.
Sales girl
: This is our manager. He will help you with the order.
Customer
: Good. Thank you.
Manager
: Yes sir, did you find the one you like?
Customer
: Yes. I would like the brown workbench.
Manager
: Good. My workers can send it to you by tomorrow.
15
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.5: FACE TO FACE INTERACTIONS WORKSHEET 1 Study the dialogue below. Fill in the blanks in the dialogue to create new situations. Use your own words. Then role-play the dialogues.
_________
: Hello. Welcome. May I help you, ____________?
_________
: Hello. I am looking for ___________________.
_________
: Do you have any particular _________ in mind? We have everything from the __________ to the _______________ for workshops.
_________
: I’m looking for ______________. I want a _________ and _________.
_________
: Are you using it for everyday work or heavy-duty work?
_________
: A _________ for everyday work. Something around RM _________ each
_________
: Come and look at the selections that we have.
_________
: That ______________ one. It looks ____________and ______________
_________
: Okay. Can you follow me to the __________________.
_________
: Yes, please. Thank you
_________
: This is _______________. He will help you with the order.
_________
: Good. Thank you.
_________
: Yes sir, did you find the one you like?
_________
: Yes. ____________________
_________
: Good. My workers can send _______ to you by tomorrow.
16
APPRENTICESHIP PROGRAMME MODULE 3
MAKING AND RESPONDING TO COMPLAINTS
17
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.1: WRITTEN FORM HANDOUT 1 Sample of complaint form.
Mr. Yussof bin Hassan
9319300
Tg. Malim
Perak
13 Lorong Orkid 8 Taman Bukit Slim 35800 Slim River Perak
[email protected] 05 452 8408
013 1234567 Panatonic 40” LED Television
Black spots on the screen
The black spots will be there after 30 minutes I switched on the television.
18
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.1: WRITTEN FORM WORKSHEET 1 Fill in the form using the situation given below. Product: Nature of Complaint:
Samseung Washing Machine Water overflow
19
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.1: WRITTEN FORM WORKSHEET 2 Fill in the form using the situation given below. Product: Nature of Complaint:
Cokia Smartphone Screen malfunction
20
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.1: WRITTEN FORM WORKSHEET 3 Fill in the form using the situation given below. Service: Nature of Complaint:
McDonnell counter service Rude front counter receptionist
21
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.2: ONLINE FORM HANDOUT 2 Sample of online complaint form
Sirajuzz Huzaizi bin Ahmad -
97 Jalan Melati Shah Alam Selangor 03 4567 8900 03 4567 7654 03 4567 8900 ext 111 0111 123 4567 03 4567 0000 [email protected] Black spots on Panatonic 40” LED Television 00000
22
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.2: ONLINE FORM WORKSHEET 1 Fill in the form using the situation given below. Product: Nature of Complaint:
Samseung Washing Machine Water overflow
23
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.2: ONLINE FORM WORKSHEET 2 Fill in the form using the situation given below. Product: Nature of Complaint:
Cokia Smartphone Screen malfunction
24
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.2: ONLINE FORM WORKSHEET 3 Fill in the form using the situation given below. Service: Nature of Complaint:
McDonnell counter service Rude front counter receptionist
25
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 2: RESPONDING TO COMPLAINT ACTIVITY 1.1: RESPONDING ORALLY TO COMPLAINT HANDOUT 1 Expressions Used for Handling Customer’s/Guest’s Complaints
Certainly madam. How about we try this one?
I don’t feel comfortable wearing these shoes. Can I try another one?
Well sir, you ordered the steak very well done and it takes a little longer.
Why is my order taking so long?
There are not enough towels in my room.
I’ll have housekeeping deliver more towels to your room right away sir.
26
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 2: RESPONDING TO COMPLAINT ACTIVITY 1.1: RESPONDING ORALLY TO COMPLAINT HANDOUT 2 More Examples of Expressions Used for Handling Customer’s/Guest’s Complaints
Complaint: The sink is leaking in the bathroom. Response: Sorry for the inconvenience, maintenance will be by shorty to fix the problem.
Complaint: This tread mill doesn’t seem to be working properly. Response: I’m sorry miss, why don’t you use that one over there.
Complaint: I specifically requested an ocean view, but the room I was given has a view of the pool. Response: I’m sorry about the mix up sir, we’ll change your room immediately.
Complaint: This soup is not warm enough. Response: I apologize for that ma’am. I’ll have the chef warm it up immediately.
Guest : This tea is sweetened, and I specifically wanted unsweetened tea. Staff: I’m sorry ma’am. I’ll bring an unsweetened tea immediately. Please excuse the mistake. Guest: No problem, things happen. Staff: Here’s your tea ma’am. Let me know if I can be of further assistance. Enjoy the rest of your meal. Guest: Thank you.
27
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 2: RESPONDING TO COMPLAINT ACTIVITY 1.1: RESPONDING ORALLY TO COMPLAINT WORKSHEET 1 Choose the correct response for each complaint below.
Why is my order taking so long?
There are not enough towels in my room. .
I don’t feel comfortable wearing these shoes. Can I try another one?
28
BAHAGIAN PENDIDIKAN TEKNIK & VOKASIONAL COMMUNICATION ENGLISH MODULE 3 PROGRAM
APPRENTICESHIP
TAHUN PENGAJIAN
YEAR 2
MODULE 3
5.0 Interacting with clients and providing services STANDARD KANDUNGAN 6.0 Making and responding to complaints 5.1 Make enquiries and order goods and services 5.2 Use the various language functions orally 5.3 Pronounce words clearly 5.4 Use correct intonation, stress and rhythm STANDARD PEMBELAJARAN
6.1 Use a variety of language functions 6.2 Make a complaint about services and products orally 6.3 Respond to a complaint orally 6.4 Fill in a complaint form at a hypermarket, furniture and electrical outlets. 6.5 Use electronic devices to make complaints
NO. KOD
1120
1
APPRENTICESHIP PROGRAMME MODULE 3
Standard Curriculum Document KVM, KPM
APPRENTICESHIP PROGRAMME
__________________________________________________
MODULE :
COMMUNICATION ENGLISH
MODULE 3 INTERACTING WITH CLIENTS AND PROVIDING SERVICES MAKING AND RESPONDING TO COMPLAINTS
__________________________________________________
2
APPRENTICESHIP PROGRAMME MODULE 3
INTERACTING WITH CLIENTS AND PROVIDING SERVICES
3
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.1: ORDERING FOOD HANDOUT 1 Ordering a Meal Waiter
:Hi. How are you doing this afternoon?
Customer
:Fine, thank you. Can I see a menu, please?
Waiter
:Certainly, here you are.
Customer
:Thank you. What's today's special?
Waiter
:Grilled tuna and cheese on rye.
Customer
:That sounds good. I'll have that.
Waiter
:Would you like something to drink?
Customer
:Yes, I would like a coke.
Waiter
: Here you are sir. Enjoy your meal!
Customer
:Thank you.
4
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.1: ORDERING FOOD WORKSHEET 1 Fill in the blanks with the correct word based on the dialogue. Waiter
:Hi. ___________________ this afternoon?
Customer
:Fine, thank you. ______________________?
Waiter
:___________, here you are.
Customer
:Thank you. _____________________?
Waiter
:Grilled tuna and cheese on rye.
Customer
:That sounds good. ____________________.
Waiter
:___________________ something to drink?
Customer
:Yes, I'd like a coke.
Waiter
:____________________. Enjoy your meal!
Customer
:Thank you.
5
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.2: MAKING RESERVATION HANDOUT 2 Getting a Room for the Night Receptionist
:Good evening. Can I help you?
Customer
:Yes, please. I wouldd like a room for the night.
Receptionist
:Would you like a single room, or a double room?
Customer
:A single room, please. How much is the room?
Receptionist
:It's RM170 per night.
Customer
:Can I pay by credit card?
Receptionist
:Certainly. We take Visa, Master Card and American Express. Could you fill in this form, please?
Customer
:Do you need my passport number?
Receptionist
:No, just an address and your signature.
Customer
:Here you are.
Receptionist
:Here's your key. Your room number is 212.
Customer
:Thank you.
Receptionist
:Thank you. If you need anything, dial 0 for the reception area. Have a good stay!
6
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.2: MAKING RESERVATION WORKSHEET 2 Fill in the blanks with the correct word based on the dialogue. Getting a Room for the Night Receptionist
:Good evening__________________________
Customer
:Yes, please. ________________________
Receptionist
:___________________ a single room, or a double room?
Customer
:A single room, please. How much is the room?
Receptionist
:It's RM170 per night.
Customer
:_______________pay by credit card?
Receptionist
:Certainly. We take Visa, Master Card and American Express. ______________ fill in this form, please?
Customer
:________________need my passport number?
Receptionist
:No, just an address and your signature.
Customer
:Here you are.
Receptionist
:Here's your key. Your room number is 212.
Customer
:Thank you.
Receptionist
:Thank you. ____________________, dial 0 for the reception area. Have a good stay!
7
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.3: MAKING ENQUIRIES HANDOUT 1 Study the pictures below.
Can I speak to you for a moment?
Yes of course. What about?
Is it OK if I miss the English lesson tomorrow?
Well, not really.
Do you mind if I look at your CDs.
You can borrow some if you want.
8
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.3: MAKING ENQUIRIES WORKSHEET 1 Match the sentences with the correct reactions.
Can I have a glass of water?
Yes of course. What about?
Is it OK if I make a phone call?
Oh, sorry, I said we only have RM50 tickets left.
Could you say that again, please?
Well, all right. If it’s a local call.
Can I speak to you for a moment?
Oh sure. The remote’s on the table.
Do you mind if I look at your CDs.
Well, not really. Why can’t you come?
Is it OK if I miss the English lesson tomorrow?
Of course, there’s a bottle in the fridge.
Could you move over, please?
You can borrow some if you want.
Do you mind if I turn the TV up?
Yes, sorry. I didn’t realise you wanted to sit down
9
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.4: MAKING AND RECEIVING CALLS HANDOUT 1 Listen to the telephone conversation. Role-play the conversation.
The telephone rings. Dealer
: Haruman Kasturi Sdn. Bhd. Good morning.
Caller
: Good morning.
Dealer
: Yes Madam. I am Rashidah. May I help you?
Caller
: I’m Encik Rezuan. I wish to order some workbenches for my workshop from your company.
Dealer
: Thank you sir for trusting our company. I’m the Sales Manager here. May I know your full name, please?
Caller
: It’s Rezuan Bin Mazlan. What is the price for a workbench?
Dealer
: We do have a few types of workbenches. The price ranges from as cheap as RM 70.00 to RM 300.00. Do you have any particular type in mind?
Caller
: No. I am looking for a simple workbench. Maybe around RM 150.00 each
Dealer
: You are lucky. We do have a simple workbench of that price. It is a basic workbench for everyday work.
Caller
: Do you give any discount?
Dealer
: That is after discount, sir. The original price is RM 200.00.
Caller
: Great. I would like to buy four workbenches. When can I get them?
Dealer
: We can send them to you in three days and our workers will send them to your workshop.
Caller
: Thank you. I’ll come to your company to pay the deposit. Nice talking to you.
Dealer
: Thank you sir. Have a nice day.
10
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.4: MAKING AND RECEIVING CALLS WORKSHEET 1 Complete the dialogue. Fill in the blanks with suitable words. Role-play the dialogue. The telephone rings.
Dealer
: _________________________ Sdn. Bhd. Good _________________.
Caller
: Good ___________________.
Dealer
: Yes sir. I am ________________. May I help you?
Caller
: I’m ________________________. I wish to order some ________________ for ________________________ from your ___________________.
Dealer
: Thank you sir for trusting our company. I’m the Sales Manager here. May I know your full name, please?
Caller
: It’s ________________________. What is the price for a ______________?
Dealer
: We do have a few types of ____________. The price ranges from as cheap as RM ________ to RM _______ Do you have any particular type in mind?
Caller
: No. I am looking for a _________________. Maybe around RM 150.00 each
Dealer
: You are lucky. We do have _______________________ of
11
APPRENTICESHIP PROGRAMME MODULE 3
that price. It is a ___________________________ for _______________________. Caller
: Do you give any discount?
Dealer
: That is after discount, sir. The original price is RM 200.00.
Caller
: Great. I would like to buy _____________________. When can I get them?
Dealer
: We can send them to you in three days.
Caller
: Thank you. I’ll come to your company to pay the deposit. Nice talking to you.
12
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.4: MAKING AND RECEIVING CALLS WORKSHEET 1 Complete the dialogue. Find in the blanks with suitable words.
The telephone rings.
Dealer
: _________________________ Sdn. Bhd. Good _________________.
Caller
: Good ___________________.
Dealer
: Yes sir. I am ________________. May I help you?
Caller
: I’m ________________________. I wish to order some ________________ for ________________________ from your ___________________.
Dealer
: Thank you sir for trusting our company. I’m the Sales Manager here. May I know your full name, please?
Caller
: It’s ________________________. What is the price for a ______________?
Dealer
: We do have a few types of ____________. The price ranges from as cheap as RM ________ to RM _______ Do you have any particular type in mind?
Caller
: No. I am looking for a _________________. Maybe around RM 150.00 each
Dealer
: You are lucky. We do have _______________________ of that price. It is a ___________________________ for _______________________.
Caller
: Do you give any discount?
13
APPRENTICESHIP PROGRAMME MODULE 3
Dealer
: That is after discount, sir. The original price is RM 200.00.
Caller
: Great. I would like to buy _____________________. When can I get them?
Dealer
: We can send them to you in three days.
Caller
: Thank you. I’ll come to your company to pay the deposit. Nice talking to you.
Dealer
: Thank you sir. Have a nice day.
14
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.5: FACE TO FACE INTERACTIONS HANDOUT 1 Study the dialogue below. Read it aloud. Then role-play the dialogue. Sales girl
: Hello. Welcome. May I help you, sir?
Customer
: Hello. I am looking for workbenches.
Sales girl
: Do you have any particular workbench in mind? We have everything from the basic ones to the custom-made workbenches for workshops.
Customer
: I’m looking for a basic workbench. I want a simple and strong.
Sales girl
: Are you using it for everyday work or heavy-duty work?
Customer
: A basic one for everyday work. Something worth around RM150.00.
Sales girl
: Come and look at the selections that we have.
Customer
: That brown one. It looks strong and durable.
Sales girl
: Okay. Can you follow me to the office?
Customer
: Yes, please. Thank you.
Sales girl
: This is our manager. He will help you with the order.
Customer
: Good. Thank you.
Manager
: Yes sir, did you find the one you like?
Customer
: Yes. I would like the brown workbench.
Manager
: Good. My workers can send it to you by tomorrow.
15
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION ACTIVITY 1.5: FACE TO FACE INTERACTIONS WORKSHEET 1 Study the dialogue below. Fill in the blanks in the dialogue to create new situations. Use your own words. Then role-play the dialogues.
_________
: Hello. Welcome. May I help you, ____________?
_________
: Hello. I am looking for ___________________.
_________
: Do you have any particular _________ in mind? We have everything from the __________ to the _______________ for workshops.
_________
: I’m looking for ______________. I want a _________ and _________.
_________
: Are you using it for everyday work or heavy-duty work?
_________
: A _________ for everyday work. Something around RM _________ each
_________
: Come and look at the selections that we have.
_________
: That ______________ one. It looks ____________and ______________
_________
: Okay. Can you follow me to the __________________.
_________
: Yes, please. Thank you
_________
: This is _______________. He will help you with the order.
_________
: Good. Thank you.
_________
: Yes sir, did you find the one you like?
_________
: Yes. ____________________
_________
: Good. My workers can send _______ to you by tomorrow.
16
APPRENTICESHIP PROGRAMME MODULE 3
MAKING AND RESPONDING TO COMPLAINTS
17
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.1: WRITTEN FORM HANDOUT 1 Sample of complaint form.
Mr. Yussof bin Hassan
9319300
Tg. Malim
Perak
13 Lorong Orkid 8 Taman Bukit Slim 35800 Slim River Perak
[email protected] 05 452 8408
013 1234567 Panatonic 40” LED Television
Black spots on the screen
The black spots will be there after 30 minutes I switched on the television.
18
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.1: WRITTEN FORM WORKSHEET 1 Fill in the form using the situation given below. Product: Nature of Complaint:
Samseung Washing Machine Water overflow
19
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.1: WRITTEN FORM WORKSHEET 2 Fill in the form using the situation given below. Product: Nature of Complaint:
Cokia Smartphone Screen malfunction
20
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.1: WRITTEN FORM WORKSHEET 3 Fill in the form using the situation given below. Service: Nature of Complaint:
McDonnell counter service Rude front counter receptionist
21
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.2: ONLINE FORM HANDOUT 2 Sample of online complaint form
Sirajuzz Huzaizi bin Ahmad -
97 Jalan Melati Shah Alam Selangor 03 4567 8900 03 4567 7654 03 4567 8900 ext 111 0111 123 4567 03 4567 0000 [email protected] Black spots on Panatonic 40” LED Television 00000
22
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.2: ONLINE FORM WORKSHEET 1 Fill in the form using the situation given below. Product: Nature of Complaint:
Samseung Washing Machine Water overflow
23
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.2: ONLINE FORM WORKSHEET 2 Fill in the form using the situation given below. Product: Nature of Complaint:
Cokia Smartphone Screen malfunction
24
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES ACTIVITY 1.2: ONLINE FORM WORKSHEET 3 Fill in the form using the situation given below. Service: Nature of Complaint:
McDonnell counter service Rude front counter receptionist
25
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 2: RESPONDING TO COMPLAINT ACTIVITY 1.1: RESPONDING ORALLY TO COMPLAINT HANDOUT 1 Expressions Used for Handling Customer’s/Guest’s Complaints
Certainly madam. How about we try this one?
I don’t feel comfortable wearing these shoes. Can I try another one?
Well sir, you ordered the steak very well done and it takes a little longer.
Why is my order taking so long?
There are not enough towels in my room.
I’ll have housekeeping deliver more towels to your room right away sir.
26
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 2: RESPONDING TO COMPLAINT ACTIVITY 1.1: RESPONDING ORALLY TO COMPLAINT HANDOUT 2 More Examples of Expressions Used for Handling Customer’s/Guest’s Complaints
Complaint: The sink is leaking in the bathroom. Response: Sorry for the inconvenience, maintenance will be by shorty to fix the problem.
Complaint: This tread mill doesn’t seem to be working properly. Response: I’m sorry miss, why don’t you use that one over there.
Complaint: I specifically requested an ocean view, but the room I was given has a view of the pool. Response: I’m sorry about the mix up sir, we’ll change your room immediately.
Complaint: This soup is not warm enough. Response: I apologize for that ma’am. I’ll have the chef warm it up immediately.
Guest : This tea is sweetened, and I specifically wanted unsweetened tea. Staff: I’m sorry ma’am. I’ll bring an unsweetened tea immediately. Please excuse the mistake. Guest: No problem, things happen. Staff: Here’s your tea ma’am. Let me know if I can be of further assistance. Enjoy the rest of your meal. Guest: Thank you.
27
APPRENTICESHIP PROGRAMME MODULE 3
MODULE 3: MAKE AND RESPOND TO COMPLAINTS TOPIC 2: RESPONDING TO COMPLAINT ACTIVITY 1.1: RESPONDING ORALLY TO COMPLAINT WORKSHEET 1 Choose the correct response for each complaint below.
Why is my order taking so long?
There are not enough towels in my room. .
I don’t feel comfortable wearing these shoes. Can I try another one?
28
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