IELTS Speaking Part 3: Topic Services

Topic: Services

1. Is it important for companies to have a good relationship with their customers?

It is. According to a lot of research from the biggest companies in the world, a large proportion of revenues comes from repeat customers. This makes sense since people these days are too busy to search for information about a new business. So, they tend to stick to ones that they already had satisfying experiences with. When an enterprise can build trust in their customers, they are more likely to return for following purchases and suggest the brand to their friends.

2. What kind of services do people expect to receive from a big company?

In my opinion, a big company should have customers’ best interests at heart. The purchasing process commences when a consumer enters a store and continues during the time he uses the product. If the sales assistant is well-trained and well-informed about what he sells, it is easier for the buyer to make up his mind. Then, after-sales service should be paid attention to. When the customer meets difficulties using the product, customer service staff should be there to address the problems as soon as possible.

3. What kinds of jobs involve coping with the public?

They are in the Public Relations Department of a company. Their duties are maintaining the relations and understanding between the firm and the public. This department plays an important role in delivering messages of the organization to the public and also handling crises. 

4. Why should companies react quickly when customers have difficulties?

Firstly, people pay for products or services, so they’re entitled to fully enjoy what they purchase. Secondly, when a customer files a complaint, a slow response could result in anger and frustration. He then might take advantage of social media to demonstrate the disappointment. Rumours fly, and the reputation of the brand can be tarnished in a day or two. This is the reason why these days, big companies pay a lot of attention to customer satisfaction.