IELTS Speaking Part 2
Chủ đề: Describe a time you received a terrible service.
When it was
Where you went to
How poor the service was
and say how you felt about that service.
Bài mẫu tham khảo
I am going to talk about a very bad service I received by a cashier from BigC Supermarket.
It happened just last Sunday when I went to CGV cinema to see a horror movie, then dropped into BigC Supermarket located on the ground ﬂoor of the same building for some vegetables. My shopping had been so enjoyable until I was at the checkout where a female cashier just drove me crazy.
My ﬁrst impression was that she had unwelcoming facial expression as if someone had just annoyed her. To me, that was ﬁne because people may sometimes be tired or sick, and we shouldn’t ask them to always give us a smile. However, when I asked her some questions related to the promotion program of some products, her response was so loud and rude that it attracted attention of the people around. I felt like she was shouting at me rather than giving information. The drama came to its climax when she refused to give me more plastic bags when I asked for more. As a consequence, with stuﬀ left on the counter, I had to manage every way to cram them all into the two small bags that she had given before. You know, I had a hard time to calm me down and release myself from irritation because I did not want to cause any trouble in public.
I went home, feeling so bad about what had happened. I called the hotline and voiced my complaint because it was necessary for such improper behavior to be corrected. I think customer service is very important as it has a big inﬂuence on customer loyalty and every business should take it into account to survive in a competitive market.
Checkout: quầy tính tiền ở siêu thị
Unwelcoming facial expression: biểu cảm gương mặt thiếu thân thiện
Climax: cao trào, đoạn gay cấn
Cram: nhồi nhét
Irritation: sự tức giận
Improper: không phải phép
To take something into account: cân nhắc điều gì đó
Competitive market: thị trường mang tnh cạnh tranh
IELTS Speaking Part 3
1. How important is customer service?
Gợi ý: rất quan trọng, là yếu tố quyết định sự gắn bó của khách hàng với thương hiệu. Khách hàng không chỉ quan tâm chất lượng sản phẩm và dịch vụ mà còn trải nghiệm mua sắm.
It is very important, I must say. Customer service is an important factor that decides customer loyalty to a product or service. When they spend money for something, it is not only the quality that they care about, but also the shopping experience. In fact, lots of companies have been successful in providing good customer care by making phone calls to oﬀer further support to their customers, which brings satisfaction and pleasure.
2. What can companies do to improve their customer service?
Gợi ý: lắng nghe ý kiến khách hàng, giải đáp khiếu nại nhanh chóng, đào tạo kỹ năng bán hàng cho nhân viên.
I think there are many things that a company can do to enhance their customer service. Businesses should listen to customers’ feedback through means of phone call or survey and should take action after that to improve their product or service quality. It is necessary to handle customer complaints eﬀectively to ease their discomfort and disappointment. Moreover, training staﬀ with appropriate behavior and politeness is also a key mission as they are fundamental in terms of customer service.
3. Why do you think employees sometimes don’t provide good customer service?
Gợi ý: không có kỹ năng do thiếu sự đào tạo, ví dụ sinh viên mới tốt nghiệp.
I think in many cases; staﬀ do not have the skills to serve customers. That may be because of a lack of training within an organization. For example, a group of graduates who have little hands-on experience in sales may not know how to deal with diﬃcult customers and can become the cause of many complaints.
Customer loyalty: sự gắn bó trung thành của khách hàng
Handle: xử lý tình huống
Hands-on experience: kinh nghiệm thực tế