Describe an occasion when you received good service from a company or shop  – laptop 

🗂️ Part 2 – Cue Card

🗣️ Sample Answer

One occasion when I received excellent service was when I purchased a new laptop from an online tech store. I had chosen a mid-range model suitable for programming and study, and I placed the order during a festival sale. Unfortunately, due to a shipping issue, the delivery got delayed, which made me a bit anxious because I needed it urgently for a university project.

I contacted the company’s customer service via their live chat, and the support agent responded within minutes. She apologised sincerely, quickly tracked the shipment, and promised to escalate the issue. Not only did they deliver the laptop the very next day, but they also gave me a 10% refund as a goodwill gesture and followed up with a satisfaction email.

What impressed me most was their quick response, politeness, and the fact that they went beyond just solving the problem—they made me feel valued as a customer. It turned what could have been a frustrating experience into a positive one. Since then, I’ve recommended this company to many friends and even purchased accessories from them again.

🔁 Part 3: Follow-Up Questions

1. What is good customer service?
Good customer service means being responsive, respectful, and helpful throughout the customer’s journey. It involves listening to concerns, offering effective solutions, and making the customer feel valued. Consistency and politeness are key ingredients.

2. What services do people often need in daily life?
People regularly require services such as transportation, banking, healthcare, delivery, and food services. These help make daily tasks faster and more convenient. Dependable service in these areas significantly impacts the quality of life.

3. Do people in your country value customer service?
Yes, customer service has become very important in recent years. With social media and online reviews, people are more aware and vocal about their experiences. Good service often influences where people shop or which brands they trust.

4. Can poor service affect a business?
Definitely. Poor service can lead to negative reviews, bad word of mouth, and a loss of repeat customers. In competitive markets, even a single negative experience can significantly damage a company’s reputation.

5. What should companies do to improve their service?
They should train employees to handle customers patiently and professionally. Investing in good technology and tracking systems also helps improve service. Above all, companies should listen to customer feedback and take action.

6. Is customer service different in small and big companies?
Yes, small companies often provide more personal and customised service. Larger companies usually have more automated systems and structured support teams. Both have their strengths, depending on how well they are managed.

7. How important is after-sales service?
After-sales service is crucial for customer trust and brand loyalty. It shows that the company stands by its product or service even after the sale. Quick replacements, support, or warranty claims can make a huge difference.

8. Should companies offer refunds easily?
Yes, when the customer has a genuine concern, refunds should be straightforward. Complicated return policies can frustrate buyers and damage trust. A flexible refund system builds customer confidence.

9. What role does technology play in customer service?
Technology helps companies offer faster and more efficient service through chatbots, ticketing systems, and real-time tracking. Customers can get assistance 24/7, which is a big advantage. However, a human touch remains important for addressing complex issues.

10. Do you think companies should reward loyal customers?
Absolutely. Loyalty programs, discounts, and exclusive offers show appreciation for returning customers. These rewards encourage continued business and make the customer feel special.

Top 10 Topic Vocabulary – Describe an occasion when you received good service from a company or shop  – laptop