Consumer Rights Agent – Mr Musel
Consumer Rights Agent – Miss Syrotynska
Sales Manager – Miss Yaroshenko
Customer Services Manager – Mr Bukin
Consumer Rights Department Manager – Mr Lubunia
Consumer Help Department Manager – Mr Melnychenko
Managing Director – Miss Lehun
Assistant Consumer Service Manager – Mr Shevchenko
Assistant Consumer Service Manager – Mr Drobiniak
Customer – Mr Olishynski
Customer – Miss Tsopa
Customer – Mr Dalishchk
Customer – Mr Semeniuk
Customer – Mr Kryvosheya
Customer – Miss Kaminska
Consumer Rights Agent – Mr Musel
Consumer Rights Agent – Miss Syrotynska
Sales Manager – Miss Yaroshenko
Customer Services Manager – Mr Bukin
Consumer Rights Department Manager – Mr Lubunia
Consumer Help Department Manager – Mr Melnychenko
Managing Director – Miss Lehun
Assistant Consumer Service Manager – Mr Shevchenko
Assistant Consumer Service Manager – Mr Drobiniak
Customer – Mr Olishynski
Customer – Miss Tsopa
Customer – Mr Dalishchk
Customer – Mr Semeniuk
Customer – Mr Kryvosheya
Customer – Miss Kaminska
T. – At the previous lesson you were given the task to analyse customer service at one of Vinnytsia
Stores. What store have you chosen?
O.S. – We have analysed customer service at Metro Cash & Carry . S. and I are going to speak on
behalf of the group.
O.S. and S.M.
T. – Imagine that one of you is a Metro employee and the other a customer who was not satisfied with
a service at Metro Cash & Carry. Make up dialogues. The service you were not satisfied with and
want to complain about is stated in your cards.
Are you ready?
Bohdan, Bukin.
T – People who are not satisfied with products or services usually write letters of complaint. In groups
write letters of complaint to the Director of Vinnytsia Metro Cash & Carry Mr Skalski.
Inna, please, read the letter of complaint your group has written.
T. – The management of Metro Cash & Carry willing to improve their customer care has decided
to arrange a meeting with customers. Lesia is a chairperson, Andrew – a minute-taker.
L. – It’s about time we got started. As you are aware the purpose of this meeting is the improvement
of customer service at our store. Would you like to open the discussion, Hannusia?
Hannusia. – It’s clear to me that we should guarantee our customers a wider variety of goods to
choose from.
Roma - I believe, we should pay more attention to training our personnel. It’s important how they
greet people, when they approach customers and how they help them.
L. - What are your views on this , Dima?
Dima – As I see it, we need to encourage our staff to highlight the features and benefits of the
products. It is also necessary to offer related products to maximize the sale.
D.Andrew – Obviously, the absence of the delivery service makes the store less attractive to
customers.
Mr Kryvosheya – I agree with Andrew. Taking into account the fact that the store is situated in a
Vinnytsia suburb, the delivery service is necessary.
L – Have you got any other suggestions?
All – No.
L – Andrew, will you read our action points?
Andrew – We should have a wider variety of products, implement the delivery service and improve
the methods of training the staff.
L – Fine. Let’s call it a day.
Dear Mr Skalski,
I am writing to complain about the service I received at the store Metro Cash & Carry on the 16th of
February.
It was my first visit to your store and I hoped that your sales staff would help me to find necessary
departments. However, all of them seemed to be busy and disinterested. As a result, I had to walk for
twenty minutes before I found the departments I needed.
In addition, the mobile phone I bought from you is faulty. It does not save numbers and the battery
loses power quickly.
I hope you will replace the telephone and this matter will receive your immediate attention.
Yours sincerely,
Inna Tsopa
The personnel is too pushy The personnel is too pushy
