In this module, we cover Customer Service in a large store.
Customer Service Representatives help the customer in many ways that a salesperson (retail) does not.
If there is a problem with the product then the Customer Service Representative will help the customer.
A shopping mall usually has a few Customer Service Representatives and a large store usually has one.
Customer Service Representatives help the customer in many ways that a salesperson (retail) does not.
If there is a problem with the product then the Customer Service Representative will help the customer.
A shopping mall usually has a few Customer Service Representatives and a large store usually has one.
Vocabulary
VAT refund
ใบกำกับภาษี
receipt
ใบเสร็จรับเงิน
refund
การคืนเงิน
satisfied
พึงพอใจ
not satisfied / unhappy
ไม่พึงพอใจ
inconvenience
ความไม่สะดวก
click and listen [ inconvenience ] http://translate.google.co.th/?hl=en#en/th/inconvenience
gift voucher
บัตรของขวัญ
cash refund
การคืนเงินสด
sign
เซ็น
form
แบบฟอร์ม
guarantee
รับประกัน
exchange
แลกเปลี่ยน
store policy click and listen http://translate.google.co.th/?hl=en#en/th/store%20policy (correct translation is below)เงื่อนไข / กฎข้อบังคับ
bought click and listen http://translate.google.co.th/?hl=en#en/th/bought
ซื้อ
Phrases and questions
I'm not happy with my purchase.
ฉันไม่พอใจกับสินค้าที่ได้ซื้อมา
I'd like to make an exchange.
ฉันต้องการแลกเปลี่ยนเงินตรา
There's a problem with this
ปัญหานี้มี
click and listen http://translate.google.com/#en/th/There%E2%80%99s%20a%20problem%20with%20this
Would you like a cash refund?
คุณต้องการเงินคืนเป็นเงินสดหรือไม่
Can you get this repaired? / Can you have this repaired?
คุณซ่อมของสิ่งนี้ได้ไหม
VAT refund
ใบกำกับภาษี
receipt
ใบเสร็จรับเงิน
refund
การคืนเงิน
satisfied
พึงพอใจ
not satisfied / unhappy
ไม่พึงพอใจ
inconvenience
ความไม่สะดวก
click and listen [ inconvenience ] http://translate.google.co.th/?hl=en#en/th/inconvenience
gift voucher
บัตรของขวัญ
cash refund
การคืนเงินสด
sign
เซ็น
form
แบบฟอร์ม
guarantee
รับประกัน
exchange
แลกเปลี่ยน
store policy click and listen http://translate.google.co.th/?hl=en#en/th/store%20policy (correct translation is below)เงื่อนไข / กฎข้อบังคับ
bought click and listen http://translate.google.co.th/?hl=en#en/th/bought
ซื้อ
Phrases and questions
I'm not happy with my purchase.
ฉันไม่พอใจกับสินค้าที่ได้ซื้อมา
I'd like to make an exchange.
ฉันต้องการแลกเปลี่ยนเงินตรา
There's a problem with this
ปัญหานี้มี
click and listen http://translate.google.com/#en/th/There%E2%80%99s%20a%20problem%20with%20this
Would you like a cash refund?
คุณต้องการเงินคืนเป็นเงินสดหรือไม่
Can you get this repaired? / Can you have this repaired?
คุณซ่อมของสิ่งนี้ได้ไหม
CONVERSATION 1 – FESTIVAL SHOPPING MALL, HAT YAI
NONG: Good afternoon madam. How can I help you?
CUSTOMER: I need a VAT refund. I’m a tourist.
NONG: Certainly. May I see your passport please?
CUSTOMER: Here you are.
NONG: Please fill out this form but don’t sign it.
CUSTOMER: Okay, here you go.
NONG: Thank you. Please sign the form on the departure date and present it to the VAT Refund Office after the Immigration Checkpoint. You have 60 days from the purchase date to get the refund at an international airport.
CUSTOMER: Thank you very much.
NONG: You’re welcome.
NONG: Good afternoon madam. How can I help you?
CUSTOMER: I need a VAT refund. I’m a tourist.
NONG: Certainly. May I see your passport please?
CUSTOMER: Here you are.
NONG: Please fill out this form but don’t sign it.
CUSTOMER: Okay, here you go.
NONG: Thank you. Please sign the form on the departure date and present it to the VAT Refund Office after the Immigration Checkpoint. You have 60 days from the purchase date to get the refund at an international airport.
CUSTOMER: Thank you very much.
NONG: You’re welcome.
CONVERSATION 2 – FESTIVAL SHOPPING MALL, HAT YAI
CUSTOMER: Excuse me. I want to exchange this dress.
NONG: Sure madam. Do you have your receipt?
CUSTOMER: Yes, here you are.
NONG: Would you like another size. Or would you like a refund or a gift voucher?
CUSTOMER: Cash refund, please.
NONG: Certainly. Please sign this form, write your name and address in Thailand and why you are not satisfied.
CUSTOMER: Sure……
NONG: Please follow me to the cashier and she will refund your purchase.
(cashier refunds the purchase price…. Customer smiles at Nong)
CUSTOMER: Thank you so much.
NONG: You’re welcome.
CUSTOMER: Excuse me. I want to exchange this dress.
NONG: Sure madam. Do you have your receipt?
CUSTOMER: Yes, here you are.
NONG: Would you like another size. Or would you like a refund or a gift voucher?
CUSTOMER: Cash refund, please.
NONG: Certainly. Please sign this form, write your name and address in Thailand and why you are not satisfied.
CUSTOMER: Sure……
NONG: Please follow me to the cashier and she will refund your purchase.
(cashier refunds the purchase price…. Customer smiles at Nong)
CUSTOMER: Thank you so much.
NONG: You’re welcome.
CONVERSATION 3 – ABC COMPUTERS, BANGKOK
NONG: Hello sir. How may I help you?
CUSTOMER: There’s a problem with this laptop.
NONG: What is the problem, sir?
CUSTOMER: It won’t boot up.
NONG: I see. Do you have the guarantee and your receipt?
CUSTOMER: Yes, here.
NONG: I see. Okay sir, please leave the computer with us and we will repair it as soon as possible.
CUSTOMER: Oh no. I need a new computer.
NONG: So sorry sir, but it states on the guarantee that we can repair but not exchange the item.
CUSTOMER: That’s no good. I only bought it a month ago.
NONG: Sorry sir, that is the store policy. But I can call the repair center and ask them to speed things up.
CUSTOMER: Yes? How long will it take? How long will it take to get repaired?
NONG: A few days. I’m really sorry for the inconvenience, sir.
click the link to listen [inconvenience] http://translate.google.co.th/?hl=en#en/th/inconvenience
CUSTOMER: Okay. Well…. Here you are.
NONG: Please sign this form and write what the problem is. And this is your copy.
CUSTOMER: Alright, thanks.
NONG: You’re welcome.
NONG: Hello sir. How may I help you?
CUSTOMER: There’s a problem with this laptop.
NONG: What is the problem, sir?
CUSTOMER: It won’t boot up.
NONG: I see. Do you have the guarantee and your receipt?
CUSTOMER: Yes, here.
NONG: I see. Okay sir, please leave the computer with us and we will repair it as soon as possible.
CUSTOMER: Oh no. I need a new computer.
NONG: So sorry sir, but it states on the guarantee that we can repair but not exchange the item.
CUSTOMER: That’s no good. I only bought it a month ago.
NONG: Sorry sir, that is the store policy. But I can call the repair center and ask them to speed things up.
CUSTOMER: Yes? How long will it take? How long will it take to get repaired?
NONG: A few days. I’m really sorry for the inconvenience, sir.
click the link to listen [inconvenience] http://translate.google.co.th/?hl=en#en/th/inconvenience
CUSTOMER: Okay. Well…. Here you are.
NONG: Please sign this form and write what the problem is. And this is your copy.
CUSTOMER: Alright, thanks.
NONG: You’re welcome.
Customer Service Reps should be able to give directions
CONVERSATION 4 – BIG BAZAAR, BANGKOK
CUSTOMER: Hello, I'm looking for the Adidas shop.
NONG: Yes madam. Take the escalator to the second floor and turn left. It's next to Spyker Kids.
CUSTOMER: Thanks.
NONG: You're welcome.
***
CUSTOMER 2: Where can I find Guess Clothing?
NONG: Take the escalator to the second floor then turn left. Walk past Belomonte and Spyker Kids. It's next to the Adidas store.
CUSTOMER 2 : Thank you.
NONG: You're welcome sir.
***
CUSTOMER 3: Hi. I'm looking for Spot supermarket.
NONG: Take the lift down to the basement level, madam.
click to listen http://translate.google.co.th/?hl=en#en/th/basement%20level
CUSTOMER 3: Thank you.
NONG: You're welcome.
***
NONG: Yes madam. Take the escalator to the second floor and turn left. It's next to Spyker Kids.
CUSTOMER: Thanks.
NONG: You're welcome.
***
CUSTOMER 2: Where can I find Guess Clothing?
NONG: Take the escalator to the second floor then turn left. Walk past Belomonte and Spyker Kids. It's next to the Adidas store.
CUSTOMER 2 : Thank you.
NONG: You're welcome sir.
***
CUSTOMER 3: Hi. I'm looking for Spot supermarket.
NONG: Take the lift down to the basement level, madam.
click to listen http://translate.google.co.th/?hl=en#en/th/basement%20level
CUSTOMER 3: Thank you.
NONG: You're welcome.
***
CONVERSATION 5 -- NONG AND CUSTOMER, CENTER SHOPPING MALL, PATTAYA
NONG: How may I help you?
CUSTOMER: I'm not happy with my purchase.
NONG: What is the problem, sir?
CUSTOMER: When I switch it on it has lines across the screen.
NONG: Okay. May see your receipt please. .......
(Nong reads the receipt)
No problem sir. We can exchange it for another TV.
CUSTOMER: I don't want that model.
NONG: Would you like a gift voucher?
CUSTOMER: No. Can I have my money back?
NONG: So sorry sir. But you bought it on sale. We can not refund items bought on sale. We can give you a gift voucher or exchange it for another TV.
click and listen [ bought ] http://translate.google.co.th/?hl=en#en/th/bought
CUSTOMER: Look. I want my money back. The TV is no good.
NONG: I understand, sir. But that is store policy.
CUSTOMER: Okay. I see. So, give me a gift voucher.
NONG: Yes sir. Please may I have your receipt?
CUSTOMER: Here.
NONG: Just a moment please.
(Nong writes on the gift voucher)
Please fill in this form and sign it sir.
(customer fills in the form)
CUSTOMER: Here you are.
NONG: Here is your voucher sir. Sorry for the inconvenience.
CUSTOMER: No problem. Bye.
NONG: How may I help you?
CUSTOMER: I'm not happy with my purchase.
NONG: What is the problem, sir?
CUSTOMER: When I switch it on it has lines across the screen.
NONG: Okay. May see your receipt please. .......
(Nong reads the receipt)
No problem sir. We can exchange it for another TV.
CUSTOMER: I don't want that model.
NONG: Would you like a gift voucher?
CUSTOMER: No. Can I have my money back?
NONG: So sorry sir. But you bought it on sale. We can not refund items bought on sale. We can give you a gift voucher or exchange it for another TV.
click and listen [ bought ] http://translate.google.co.th/?hl=en#en/th/bought
CUSTOMER: Look. I want my money back. The TV is no good.
NONG: I understand, sir. But that is store policy.
CUSTOMER: Okay. I see. So, give me a gift voucher.
NONG: Yes sir. Please may I have your receipt?
CUSTOMER: Here.
NONG: Just a moment please.
(Nong writes on the gift voucher)
Please fill in this form and sign it sir.
(customer fills in the form)
CUSTOMER: Here you are.
NONG: Here is your voucher sir. Sorry for the inconvenience.
CUSTOMER: No problem. Bye.
SELF TEST 1 – Take a piece of paper. Write down numbers 1 – 15.
Read the conversation and fill in the answers on your paper. (fill in the blanks from the word list below. But some words are wrong)
send
return
give back
are
give
post
make
speed
faster
name and address
receipt and guarantee
problem
am
not
no
fill
jot
get the
your
you
repair
how long
exchange
change
repairs
do
states
ABC Store, Hat Yai. June and Customer
June: Good morning madam. How can I help you?
Customer: I want ____________ 1) to this printer. It’s not working.
June: Oh. What is the problem?
Customer: When I press print nothing happens. It just a makes a noise. But it does not print.
June: Do you have your ______________ 2) madam?
Customer: Yes. Here you__________ 3).
June: I will __________ 4) the printer for repair.
Customer: That’s no good. I need a printer for my office. Just___________ 5) me a new printer.
June: I _________ 6) sorry madam. We can’t give you a new printer but we can ____________ 7) it.
It _____________ 8) so on the guarantee. No____________ 9) and no refund.
Customer: So, ___________ 10) will it take to get repaired?
June: I am___________ 11) sure madam, however I can call the repair center and ask them to___________ 12) things up.
Customer: Yes?
June: Of course madam. I will call them now………
(talking in Thai……June hangs up)
He said you can _____________ 13) printer back tomorrow.
Customer: Oh great. Thanks very much.
June: You’re welcome madam. So, please___________ 14) in this form and write what the__________ 15) is.
Customer: Okay.
SELF TEST 2 – Take a piece of paper and write the numbers 1-4. Read the text below nd write down the best response a), b), c) or d).
1.CUSTOMER: I'm a tourist. Can I get a VAT refund please?
JUNE:___________________
a) You may see passport please
b) Please give me look at passport you.
c) Please I may look passport your.
d) May I see your passport please.
2. CUSTOMER: Hello. I'm looking for Spot Supermarket.
JUNE: _____________________
a) You can take the escalator up to the fourth floor, madam.
b) Madam, you go on the fourth floor. Have a nice day.
c) Please go to the four floor, madam.
d) Can you take escalator to the fourth floor? Thank you madam.
3. CUSTOMER: This shirt is the wrong size for my husband. Can I get a gift voucher?
JUNE: _______________________
a) Yes, madam. Please fill form and and you write why exchange.
b) Yes madam. Please fill in this form and write why you are satisfied.
c) Yes madam. Please fill in this form and write why you are not satisfied.
d) Yes madam. Please fill in this form and write why you return to me for voucher.
4. CUSTOMER: How long will it take to get repaired?
JUNE: ________________________
a) I am not sure but I can phone the repair center and find out.
b) I am not sure but I for you can call and find out.
c) I call you and find out how long to repair. Thank you, have a nice day.
d) For you I am not sure but I call repair center and he tell me how long. Have a nice day.
SELF TEST 3 – Write down 1-4 on your paper. Read the text below and answer True (T) or False (F).
1. The customer has 90 days to leave Thailand with his /her goods to get a VAT refund.
2. The customer can change a gift voucher at the bank for money.
3. The customer says, "I want to return my DVD player."
If you ask the customer "What is the problem sir / madam ?" it is very bad. True or False?
4. Usually, a store will not give a cash refund on goods bought on sale or on special
Click here to go to the Answers page.
Read the conversation and fill in the answers on your paper. (fill in the blanks from the word list below. But some words are wrong)
send
return
give back
are
give
post
make
speed
faster
name and address
receipt and guarantee
problem
am
not
no
fill
jot
get the
your
you
repair
how long
exchange
change
repairs
do
states
ABC Store, Hat Yai. June and Customer
June: Good morning madam. How can I help you?
Customer: I want ____________ 1) to this printer. It’s not working.
June: Oh. What is the problem?
Customer: When I press print nothing happens. It just a makes a noise. But it does not print.
June: Do you have your ______________ 2) madam?
Customer: Yes. Here you__________ 3).
June: I will __________ 4) the printer for repair.
Customer: That’s no good. I need a printer for my office. Just___________ 5) me a new printer.
June: I _________ 6) sorry madam. We can’t give you a new printer but we can ____________ 7) it.
It _____________ 8) so on the guarantee. No____________ 9) and no refund.
Customer: So, ___________ 10) will it take to get repaired?
June: I am___________ 11) sure madam, however I can call the repair center and ask them to___________ 12) things up.
Customer: Yes?
June: Of course madam. I will call them now………
(talking in Thai……June hangs up)
He said you can _____________ 13) printer back tomorrow.
Customer: Oh great. Thanks very much.
June: You’re welcome madam. So, please___________ 14) in this form and write what the__________ 15) is.
Customer: Okay.
SELF TEST 2 – Take a piece of paper and write the numbers 1-4. Read the text below nd write down the best response a), b), c) or d).
1.CUSTOMER: I'm a tourist. Can I get a VAT refund please?
JUNE:___________________
a) You may see passport please
b) Please give me look at passport you.
c) Please I may look passport your.
d) May I see your passport please.
2. CUSTOMER: Hello. I'm looking for Spot Supermarket.
JUNE: _____________________
a) You can take the escalator up to the fourth floor, madam.
b) Madam, you go on the fourth floor. Have a nice day.
c) Please go to the four floor, madam.
d) Can you take escalator to the fourth floor? Thank you madam.
3. CUSTOMER: This shirt is the wrong size for my husband. Can I get a gift voucher?
JUNE: _______________________
a) Yes, madam. Please fill form and and you write why exchange.
b) Yes madam. Please fill in this form and write why you are satisfied.
c) Yes madam. Please fill in this form and write why you are not satisfied.
d) Yes madam. Please fill in this form and write why you return to me for voucher.
4. CUSTOMER: How long will it take to get repaired?
JUNE: ________________________
a) I am not sure but I can phone the repair center and find out.
b) I am not sure but I for you can call and find out.
c) I call you and find out how long to repair. Thank you, have a nice day.
d) For you I am not sure but I call repair center and he tell me how long. Have a nice day.
SELF TEST 3 – Write down 1-4 on your paper. Read the text below and answer True (T) or False (F).
1. The customer has 90 days to leave Thailand with his /her goods to get a VAT refund.
2. The customer can change a gift voucher at the bank for money.
3. The customer says, "I want to return my DVD player."
If you ask the customer "What is the problem sir / madam ?" it is very bad. True or False?
4. Usually, a store will not give a cash refund on goods bought on sale or on special
Click here to go to the Answers page.
SELF TEST 4 --
In this test you will:
1. Role - play with no script
2. Record yourself and listen. บันทึกตัวเองและฟัง
3. How do you sound? Are you speaking clearly?
4. Then go to the Answers page.
******** Read the instructions
Instructions: Role-play 1
Student A is a Customer Service Representative for ABC Store.
Student B is a customer. / she wants to return a Sony notebook. The keyboard is not working.
He /she bought it 2 weeks ago.
He / she is in a hurry and asks, "How long will it take?"
Student A must help the customer.
Instructions: Role-play 2
Reverse roles. Student B is the Customer Service Representative.
Student A is the customer.
He / she wants to return a shirt, and get a cash refund. But the customer bought it on sale. (No cash refund)
Student B must help the customer
In this test you will:
1. Role - play with no script
2. Record yourself and listen. บันทึกตัวเองและฟัง
3. How do you sound? Are you speaking clearly?
4. Then go to the Answers page.
******** Read the instructions
Instructions: Role-play 1
Student A is a Customer Service Representative for ABC Store.
Student B is a customer. / she wants to return a Sony notebook. The keyboard is not working.
He /she bought it 2 weeks ago.
He / she is in a hurry and asks, "How long will it take?"
Student A must help the customer.
Instructions: Role-play 2
Reverse roles. Student B is the Customer Service Representative.
Student A is the customer.
He / she wants to return a shirt, and get a cash refund. But the customer bought it on sale. (No cash refund)
Student B must help the customer