Chapter 4: Clients and Customers

26 Wrap-up

In this chapter, you

  • identified common Canadian workplace interactions and behaviours
  • identified appropriate body language and eye contact in casual group interactions
  • practised dealing with customer complaints
  • wrote a formal workplace email.


Think about what you learned in Chapter 4. Then discuss

  • something that was new to you in this chapter
  • two things you are more confident about now
  • one thing you would like to improve
  • how what you learned in this chapter may help you in your work and in your everyday life.

Sandy, your Workplace Mentor


In this chapter, you learned about steps or procedures for handling customer complaints. Refer to the reading and writing sections again. Then write a reflection of one short paragraph about the value of following such procedures to handle complaints or other issues in the workplace.


Ray, your Strategy Coach

Chapter vocabulary list and language logs

a) Print the Language Observer Log and the Language User Log to help you extend your language learning into daily life.

b) Look at the Chapter Vocabulary List at the end of this chapter and choose four words that you want to learn to use. Write them in your language logs.


Informally interview one person who is working. Ask him/her about whether his/her workplace has a zero-tolerance policy for physical and verbal abuse to employees. Talk about this information with your classmate or instructor.


Use one of the following links: whats-new.html

Research at least three customer service jobs, and list the personal characteristics or skills you need for such jobs. Write down the important points that you want to remember. Present the information in an organized and concise way to your classmate or instructor.


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