Cue Card

Describe a time when you received good service

You should say:

• What service you received
• When it was
• Who you were with
• And how you felt about it.

Sample Part 3 Questions

1. As a customer, what kind of service do you expect to receive from a company?
2. What kinds of jobs involve dealing with the public?
3. Why should companies react quickly when a customer has a problem?

Sample Cue Card Answer

I recall a time when I received exceptional service at a small, family-owned coffee shop in my neighborhood. I had just moved to the area and was looking for a new place to grab a morning coffee. As I walked in, I was immediately greeted by the owner, who offered me a warm smile and asked how my day was going.

I ordered a cappuccino and took a seat at the bar, where I noticed the barista, Emma, expertly crafting drinks with precision and care. As I waited for my drink, Emma struck up a conversation with me, asking about my interests and hobbies. She was genuinely interested in getting to know me, and we chatted for a bit before she handed me my drink.

What struck me most about Emma's service was her attention to detail and her ability to make me feel like a valued customer. She had taken the time to learn my name, remembered my drink order, and even offered me a refill before I had to ask. It was clear that she took pride in her work and was dedicated to providing exceptional service to every customer who walked through the door.

As I left the coffee shop, I felt a sense of gratitude and appreciation for the excellent service I had received. Emma's kindness, attention to detail, and genuine interest in getting to know me had made a lasting impression, and I found myself looking forward to returning to the shop again soon.

Cue Card Answer Key Phrases and Idioms

Exceptional service

Service that exceeds expectations and makes a lasting impression on the customer.

The hotel provided exceptional service, from the warm welcome to the prompt room service.

Attention to detail

The act of paying close attention to small details in order to ensure high-quality work or service.

The chef's attention to detail in the kitchen resulted in a perfectly cooked meal.

Genuinely interested

Showing a sincere and authentic interest in someone or something.

The teacher was genuinely interested in her students' well-being and went above and beyond to support them.

Sample Part 3 Answers

As a customer, what kind of service do you expect to receive from a company? When I'm interacting with a company, I expect to receive service that's personalized and attentive. I want to feel like the representative I'm dealing with is actually listening to my needs and concerns, and is making an effort to understand what I'm looking for. For instance, I was at a clothing store recently, and I was looking for a specific type of shirt. The sales associate asked me a few questions about what I was looking for, and then she showed me a few different options that fit my criteria. She even offered to check in the back to see if they had any other styles that might work for me. It was clear that she was trying to help me find what I needed, rather than just trying to make a sale.

What kinds of jobs involve dealing with the public? There are so many jobs that involve dealing with the public, but one that comes to mind is working as a hotel concierge. I had a great experience with a concierge at a hotel I stayed at recently. She was so friendly and helpful, and she went out of her way to make sure I had everything I needed during my stay. She gave me recommendations for restaurants and activities, and even helped me book a reservation at a popular restaurant. It was clear that she was used to dealing with all sorts of different people and requests, and she handled everything with ease and a smile.

Why should companies react quickly when a customer has a problem? I think companies should react quickly when a customer has a problem because it shows that they value their customers' time and business. When a company responds quickly to a problem, it shows that they're proactive and care about resolving the issue. For example, I recently had an issue with an online order, and I contacted the company's customer service department. They responded to my email within an hour, and they offered to replace the item and refund my shipping costs. It was a really positive experience, and it made me feel like they were committed to making things right. If they had taken days to respond, I might have been more frustrated and less likely to continue doing business with them.

Part 3 Key Phrases and Idioms

go out of one's way

to make an extra effort to do something for someone

She went out of her way to make sure I had everything I needed during my stay.

handle something with a smile

to deal with a difficult situation in a friendly and pleasant way

It was clear that she was used to dealing with all sorts of different people and requests, and she handled everything with a smile.

value someone's time

to respect and prioritize someone's time

I think companies should react quickly when a customer has a problem because it shows that they value their customers' time and business.

make things right

to fix a problem or make up for a mistake

It was a really positive experience, and it made me feel like they were committed to making things right.

proactive

taking action to solve a problem or prevent it from happening

When a company responds quickly to a problem, it shows that they're proactive and care about resolving the issue.