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11. Role-play cards 🎭
Work in pairs. One student is the customer, one student is the delivery office.
| Customer card | Delivery office card |
|---|---|
| 😡 Your parcel is a gift. The app says delivered. You do not have it. Ask for a solution today. | 🧑💻 Apologize. Check the address. Check the photo. Offer to call the courier and call back. |
| 😟 Your parcel is medicine. You are worried. You need clear information. | 🚚 Be calm. Ask for order number. Offer fast redelivery or pick-up point. |
| 😐 You received somebody else's parcel. You want your own parcel. | 🔎 Thank them. Check both parcel numbers. Arrange exchange. |
12. Final answer: what is good service?
Choose three ideas and explain one.
fast answer ⚡ / apology 🙏 / clear questions 🔎 / honest information ✅ / solution today 🚚 / polite voice 🙂 / call back ☎️
Good service is ______ because ______.