When discussing excellent customer service experiences in IELTS Speaking, it’s crucial to provide specific details and demonstrate advanced vocabulary usage. This topic frequently appears in IELTS Speaking tests and requires candidates to showcase their ability to describe business interactions comprehensively.
Part 1: Introduction and Interview Questions
Common questions examiners ask about local businesses and customer service:
- What kinds of local businesses are popular in your area?
- Do you prefer small local shops or large chain stores?
- How often do you visit local businesses?
Sample answer (Band 8-9):
“In my neighborhood, family-run restaurants and artisanal coffee shops are particularly prevalent. I tend to favor small local establishments over chain stores because they offer personalized attention and create a warm, welcoming atmosphere. I visit local businesses almost daily, especially my go-to café where they know my preferences by heart.”
Part 2: Cue Card
Describe a local business that provides excellent customer service
You should say:
- What type of business it is
- Where it is located
- What services they provide
- And explain why you think their customer service is excellent
Sample answer (Band 8-9):
“I’d like to tell you about a family-owned bookstore called ReadersCorner in my neighborhood. This charming establishment is situated in the heart of our local shopping district, just a stone’s throw from the central park.
What sets this bookstore apart is their exceptionally attentive approach to customer service. The staff members are not just sellers but passionate literary enthusiasts who go above and beyond to help customers find their perfect read. They offer personalized book recommendations based on individual preferences and maintain a sophisticated database of their regular customers’ reading histories.
The owner, Sarah, has implemented innovative services such as a monthly book subscription box curated to each subscriber’s tastes, and they even offer a home delivery service for elderly or disabled customers. Their commitment to community engagement is evident through their weekly reading circles and author meet-and-greets.
I particularly appreciate how they’ve mastered the balance between professional service and creating a warm, welcoming environment. For instance, when I was searching for a specific edition of a classic novel, they not only located it through their network of suppliers but also provided me with fascinating insights about different translations available.”
For those interested in exploring similar topics, you might want to check out how to describe an experience of good customer service or describe a successful small business you know.
Part 3: Discussion Questions
Q: How has technology changed customer service in recent years?
Sample answer (Band 8-9):
“Technology has revolutionized customer service in numerous ways. Digital platforms have enabled businesses to provide 24/7 support through chatbots and online help desks. However, the human element remains crucial, and successful businesses are those that strike the perfect balance between technological efficiency and personal touch.”
Q: What makes small businesses more competitive than large chains?
Sample answer (Band 8-9):
“Small businesses often excel in creating intimate customer relationships and can be more agile in adapting to local preferences. They typically offer bespoke services and maintain stronger community ties, which larger chains might struggle to replicate. Their intimate knowledge of the local market allows them to tailor their offerings more effectively.”
Key Vocabulary and Phrases
- Customer-centric approach /ˈkʌstəmə ˈsɛntrɪk əˈprəʊtʃ/ – focusing on creating positive customer experiences
- To go the extra mile /təʊ gəʊ ði ˈɛkstrə maɪl/ – to make special efforts to achieve something
- Personalized service /ˈpɜːsənəlaɪzd ˈsɜːvɪs/ – service tailored to individual needs
- To exceed expectations /tu ɪkˈsiːd ɛkspɛkˈteɪʃənz/ – to perform better than expected
As you prepare for discussing describe a local business in your neighborhood that you frequently visit, remember to incorporate these high-scoring elements into your responses.