Practice Listening Business English Exercises for B1 – Customer service

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Audio 1

Audio 2

Audio 3

A. Listen to two phone conversations in which a customer calls her internet and phone provider. What was each call about?
B. Listen to the first phone call again and complete the useful phrases with a word or short phrase.
1)
All our agents are right now, please hold.
2)
Good afternoon, my name is David. your name, please?
3)
I help you, Angela?
4)
Is the in your name?
5)
Can I for some further identification?
6)
Can you the phone number for this account, Angela?
7)
I’ll to our customer service agents.
8)
I’m sorry, I can’t hear you very well. Could you , please?
9)
This will take a few seconds. I’ll just put you .
10)
Is there anything else I can this afternoon, Angela?
C. Listen to the second phone call and answer the questions.
1)
What information does the automated message ask for at first?
2)
What problem does Angela have when responding to the automated system?
3)
Why is Angela pleased to speak to Judith?
4)
Why was Angela’s phone bill higher than usual last month?
5)
What does Angela want the phone company to do?
6)
What does the agent advise her to do in future?

Audio

A. A group of employees are attending a staff training day on customer service. Listen to the manager introducing the session and answer the questions.
1)
According to the manager, when do we have ideas?
2)
What happens to most ideas? Why?
3)
What does the manager want to do in this meeting? Why?
4)
What must the group come up with?
B. Complete the text using the words in the box. Then listen again to check.
So I want to hear your ideas about how we can (1) ) more ideas, and how we can (2) ) them with each other. But it’s not (3) ) just to have good ideas. What I want to do in this session is to brainstorm (4) ) we can capture those ideas to make sure we don’t (5) ) them.

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Audio

A. Listen to six people presenting their team’s ideas. Tick the techniques which talk about ways to capture or record ideas.
1)
brainstorm
2)
use a notebook/smartphone
3)
mind mapping
4)
roleplay
5)
visualisation
6)
play devil’s advocate

Audio

A. Listen to a customer services expert explaining how to deal with angry customers and customer complaints. As you listen, complete the key notes with one word in each gap.
Dealing with unhappy customers
1)
as fast as you can to sort out problem
2)
Check first before making any offers
3)
For written communication: reply immediately: apologise and promise to look into it and them asap
4)
Consider each problem as a
5)
Find as fast as possible
6)
Create customers by offering more than they expect
Company policy
7)
Ensure that staff have authority to make decisions
8)
Provide good
9)
Create culture of for the customer
10)
Keep good of all communication with the customer

Audio

Audio

2)
You will hear eight short recordings twice. For questions 1-8 choose the correct answer.
1)
Why does the man choose Focus Airways?
a)
It offers the cheapest fares on the market.
b)
The usual baggage allowance is 23 kg.
c)
Flights are nearly always on time.
2)
What is the customer complaining about?
a)
the food
b)
the seat
c)
lost luggage
3)
What does the man want to do?
a)
change phone providers
b)
pay his bill immediately
c)
speak to the manager
4)
What has the woman forgotten to order?
a)
mobile phones
b)
business cards
c)
photo frames
5)
What do the man and woman agree on?
a)
Jack shouldn’t write the report
b)
to ask someone to help Jack
c)
to give Jack more training
6)
What samples do the man and the woman decide to send to customers?
a)
a shopping bag
b)
a T-shirt
c)
a car seat cover
7)
Why is the woman worried about the meeting?
a)
She’s not sure she can sell her product.
b)
She was rude to the buyer last time.
c)
She’s not sure about the quality of her product.
8)
How is the man planning to thank a supplier?
a)
an email
b)
a phone call
c)
a newspaper advert

Audio

3)
Listen to a meeting between a supplier, Emma, and a customer, Peter. Choose the correct answer a, b or c.
1)
Which machines did the man order parts for?
a)
BHX455
b)
BHX445
c)
BHX454
2)
What other problems has Peter had with orders?
a)
they were all wrong
b)
three orders were late
c)
he had to use another supplier
3)
Why does Peter need Emma to find a solution?
a)
He has lost a lot of customers.
b)
His customers are unhappy.
c)
His customers can’t afford his prices.
4)
What does Emma say is the solution?
a)
Peter should speak to a supervisor.
b)
Orders will be delivered by a supervisor.
c)
Her company is setting up a new system.
5)
What is the personal supervisor responsible for?
a)
solving any problems with orders
b)
delivering missing parts
c)
updating other suppliers about stock
6)
What does Emma say about the missing parts?
a)
She will deliver them personally to Peter.
b)
George will deliver them later that day.
c)
Peter won’t have to pay for them.
7)
What else does the man need?
a)
batteries
b)
switches
c)
casings

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