Task One—Business success secrets For questions 13-17, match the extracts with

Part Two. Questions 13 to 22.
You will hear five different business people talking about business secrets related to good customer service.
For each extract there are two tasks. Look at Task One. For each question 13-17, choose which business success secret described from the list A-H. Look at Task Two. For each question 18 to 22, choose the experience from the list A-H.
After you have listened once, replay the recording.
You now have thirty seconds to read the two lists.
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Now listen, and do the two tasks.
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Speaker One
Man: One of customer service secrets is to build business to customer loyalty. This is my number one customer service secret, and is by far the most important one. I was taught about business’ to customer loyalty many, many years ago, before I started my own business, when I still worked as a hotel detective in a ritzy down-town Calgary hotel. The hotel insisted that every one of us who had contact with their customers know the customer by his full name and, when possible, other personal or business information about him. When you can show concern about what matters to your customer, and you can bet on it, you’ve just acquired a customer for life.
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Speaker Two
Woman: We should provide true customer service. In today’s market environment, service has become a cliche and it seems like "everyone’s doing it". So, if everyone is doing it, why not jump ahead of the wolf pack by providing even more creative, personalized services to your customers than your competitors can? Nor is one type of customer service suitable for all your customers. Let’s say your advertised featured customer service is Home Delivery. The first customer may welcome this Home Delivery because it’s difficult for him to get out and shop in person. But your second customer may enjoy "window shopping" and carrying his purchases around with him as he goes from shop to shop.
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Speaker Three
Man: We’d better be honest with your customers. If your customer even suspects that you are trying to pull something over on him, you can kiss that customer goodbye—permanently! Were you fortunate enough to purchase an item from a wholesaler at a discount price? Instead of being tempted to richly improve my bottom line, I . usually pass that saving on to my customer. This will ingrain confidence in my customer so that, in the future, my customers will know where to come for real savings. In the long run, my bottom line will thank myself for having made this choice.
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Speaker Four
Woman: We should educate our staff to be equally as concerned about our customers as we are. Some years ago I went into a hardware store and asked the young summer student clerk for some rubber cement. "You mean, a tire patching kit?" "No," I repeated. "I want a bottle of rubber cement. " The kid obviously didn’t have a clue what I was talking about. However, rather than finding out what rubber cement is, he gave me a strange look, then turned his back and went on to serve another customer. Needless to say, after that incident I took all my hardware business elsewhere.
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Speaker Five
Man: We should remember "The customer is always right. " If a customer comes to you about a complaint, be very serious about how you handle it. Is the customer upset and angry? First, I calm him with words and action and show that I am serious about doing something to correct the problem. Even if it is obvious that he’s wrong, sometimes it’s better for repeat business to take the loss and compensate the customer. Then, when my customer is satisfied that his complaint has been properly addressed, thank him for bringing the problem to my attentioa Remember, no amount of advertising can repair the damage done by failing to properly address a customer’s concern.
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Now listen to the recording again.
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That is the end of Part Two.
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