Page 26 - Business English 2_revised 2018

5. Exceed Expectations
You have acknowledged the mistake, fixed the problem and followed up.Now, it‟s your chance to go one step
further and exceed customer expectations, whether this is to send a hand-written thank you note or to give the
customer early access to your new product feature.
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Adapted from https://www.superoffice.com/blog/customer-complaints-good-for-business/

Glossary:
maintain: mempertahankan acknowledgment: pengakuan underestimate: meremehkan withdrew: menarik
in light of:mengingat trigger: memicu legitimate:sah authority: wewenang satisfied:puas exceed: melebihi

a. In doing so, the next time your customer talks about your business, this will be the message they

communicate most!
b. Research has shown that customers care more about quality than a fast response

c. If the issue has been or can be repeated, make the necessary changes so you do not receive
another complaint.

d. Almost 70% of customers leave a company because they believe you don‟t care about them.
e. Research by The Nottingham School of Economics found that unhappy customers are more willing

to forgive a company that offers an apology as opposed to being compensated

H. ROLE PLAY

In pairs, create a scenario in which you make a complaint about a product/service you purchase and
handle the complaint properly.

Page 23 | Business English 2 - Department of Management UMY