How to give great customer service: The L.A.S.T. method

I got 10/10. Emma, you are my favourite ?❤

Annie

May I connect with on Skype if you use to develops English skills? If yes, comment me back.
thanks.

Taqveem Ul Haq

Excellent advice Emma for those having a customer service job.

As far as I know, people who provide this type of service get involved in short, but intensive training programs -before being hired- to learn how to deal with all type of customer problems.

Seperb Video! Great weekend!

Regino

Hi, I want please!

felipevalerio

Hello Taqveem, I’m looking for a language exchange partner. So it would be great if you’d like to help me develop my English skills. My Skype user is carlosdanielmoran30

I look forward to hearing from you :)

Danielmoran

Same, Emma is my favorite too.

bensavagez

It’s very important lesson. plz upload more videos about customer service it’s helps us a lot. thanks

habib1996

Emma, how is it possible that a client can be rude to you? I will for my part very pleased to have a customer service as charming and efficient. Thanks a lot.

beernaard

I will have a job interview all in English shortly…and I’m sure your advice will help me a lot…thank you so much…

maury

Thank you

Ahmed7701

Thanks Emma so much for very useful lesson and professional advice.

Olga

hey dude!

ahmed.u3

Thank you very much for lesson.
It is so important session.

Danyy

Dear respected teacher; I am considerably grateful for your great fruitful efforts which added a lot to me. I am hopefully seeking your help and I have many questions,namely:
1-I need your help to have a clear insight about confusing words such as company ,corporation, business, firm, establishment,authority, organization,assembly and association. please help to know when and where to use them effectively;
2-How many spaces should I leave to start a paragraph?
3-May I know when we say important to and important for? Is there any criterion or there is no difference?
4-Is there any rule that governs the pronunciation of the character ((A)),as sometimes it is pronounced as AA while other times it is pronounced as ey Million thanks in advance.

manaltalab

Excuse me! About company: generally is a big firm, business partnership, for instance, Google, Microsoft, Esso, Texaco, etc. A company belongs to more than one person, a group or association of people, even other firms. Firm is also a company. A corporation may be an association of people with business purpose or not (for instance, there are municipal corporation created by law, and it doesn’t belong to one person), in its turn, a company has business goals. Business is a generic word that indicates buying, selling or customer service, almost always is an activity targeting to make money, but there is a informal expression ” It’s not your business” that means “you don’t have to care about it”. Establishment indicates a building with a business purpose that respect the local law.
About ‘ important to and important for’, you may employ ‘important for’ before the pronoun, for instance, “It’s important for me to do that…”. Before verb, you use “important to”, for instance, It’s important to do…”

Edinho

Organization takes the idea of big structure, group of firms working together or having a special relationship. Organization may be used for business purposes or not, for instance, it is very employed to indicate the nongovernmental organizations as PETA and Greenpeace. Assembly is a meeting of people to deliberate about a matter (financial or not). Even States, cities, firms, churches and organizations may carry out a meeting to solve problems or to plane actions together.
Association can be formal or informal, it’s a generic term to indicate a group of people or firms, even organization, corporation, colleges, etc. Exchange Chamber is an example of association. Despite the dictionary says “an organization of people with a common purpose and having a formal structure”, the term is used informally, too.
About the paragraph,”using your paragraph format menu, set the first line indent to 1/2 inch for one paragraph”.
About ‘A’pronounciation: both ways are correct, but when you want to emphasize just use ‘ey’.

Edinho

Just a tip, you have to know a little bit about the firm, business, organization, corporation, association, etc. that you want to contact, then you will be able to employ the term they prefere.
Bye!

Edinho

it is a really awesome answer, thank you for the amount of info given

LamarOzlem

I’m new here, glad to know you. hope you’re still learning English by engvid.com.

Leon Zhang

I got 8 correct out of 10 great video, in my opinion if we follow word “LAST” we success every field in life as well as getting rich in ethic and becoming a good human. This is right way of our creation.

Muhammad Abbas

Very good lesson
Thank you emma

Mouhcine tene

Thanks Emma, it was a great lesson

marcos alexandre

thanks emma it was a great lesson
you help us to learning english ,,

nasser0117

Great job, Emma. I got 10/10. Thank you and I will see you next time!

Júlio César L Sousa

Great , thank you :)
i got 10/10 :D

Hekmat Mawasso

Thank you Emma! You are the best!! I will try this method with the dificult patients too hahaha!! ?

laracapi

Serving customers is an interesting topic. I worked with customers when I was a bank cashier,a tax officer and a customs collaborator. Any man has its own “cockroaches in the head” and sometimes those “cocroaches” “rise in applause” when the man does some things. There is a very useful rule: “A client is always right”, and there are situation when people lose their job just because they tried to protect their honour and dignity,the right on that is recognized in legislation. So I think the rule shoul be :” A client is always right in case he/she is right”, They mustn’t forget, that people who serving them, are humans too…

Roman06

Sorry Emma you are my favorite teacher but I don’t understand this lesson I think it’s not important sorry

kamelfcb87@gmail.com

thanks very much …

lina13

thx

khadiimrassoul@

I got 10/10. Emma, thanks for explain about this subject ❤ :*

eevetasi

I you want to practice me you are most welcome

Muhammad Abbas

Very nice and useful lesson, thank you Emma!

JJJR

Thank you so much. It is an awesome help to everybody

Jc Santos

thank you . Emma this lesson is a very interesting lesson and we need it a lot . thanx again ^^

chinwiya

interesting lesson 9/10 :) thanks Emma

ShineOn

A very useful lesson Emma. Thanks!

John B

I’m new in this site and I was very pleased of this lesson. I got 8/10. Thanks a lot! it was very useful and important lesson.

serkan225

Got 100%..important lesson for learning English

Julie786

Thank you very much Emma!!Really interesting and useful lesson.
Just one question: is there any difference between saying “solve a problem” and “resolve a problem”??Which do you use most??

knopfler86

I usually to obtain the customer complaint on my job.
It’s very useful step.
Thank you very much!!

Kei Takada

It seems that we are in the same situation. Have to deal with customer complaints all the year round. I wish I could have run into this lesson earlier.

Leon Zhang

thank you

Lucy

Thank You Emma for the interesting and useful lesson.

Nikita.Suvorov

Thank you Emma , you are great!!!!

ppanchig

I’m little confused, maybe for nothing, but, both are correct?
I’m sorry you had a bad experience.
I’m sorry you’ve had a bad experience.
(lesson 40/?)

Vlozky

Thank you so much Emma.

victorvelizr

Hi Emma I’ve seen most of your videos and they have been a lot of help for me. I’m looking forward for many new videos. The way you explain all topics is so clear. Thanks a lot for your work.

chcastro

you are the best….thank you

Steelworm

very good, thanks

Tirhazouine

Thank you Mis. I really enjoy this lesson. I work in a hotel and this particular lesson has been very interesting and helpful.

idragon10

Good job, teacher

Abadi1

I got 9
Very good lesson Emma
Is important to know some tips to give the best costumer service for any job

yoselin mendez

I liked this lesson!! Thank you Emma!!

Albertocontato

I got 10/10 thank you,Emma,for your lesson

Mohsen Tatoo

100% Thanks)

Nikolla

Thanks a lot!

Vivimi

Great Lesson Emma! I is so useful for me, working like flight attendant we’re dealing with customers everyday.

felipevalerio

9/10 sentence. Thanks Emma!

kimde

Interesting topic.I got 9/10

Jo-el

Some “incorrect” answers are so great to use anyway lol!

JuanPablo01

Dear teacher Where are you from

Christiann

I like this video. Thank you

Victory Zhang

Thank you EMma, I really aprreciated the lesson… I got 10, that means I understood the lesson… But realy, that is important for develop my language skills.

Fernando Moreira

Hi Emma! Thanks for this lesson, this is really important to learn, because sometimes people tend to be rude and it is hard to speak with them. Thanks for your tips as well.

Aleachi

Thanx for lesson it very important in my job
I got 9/10??

fatoom1993

Thanks a lot teacher Emma

raudelpe

excellent video.

Sergio A. Giron

nice 100 points, that was my score in 3 quizes in total haha XD.

Sahoni

There is a small mistake in the last question of the quiz. This question should be:
Which sentence shows you are solving the problem?

emo53

I got 9/10 :)

nyilaynaing

i cached this customer service lesson i got 10 over 10

Oladiran

Nice lesson

movbat

Wow it was simply amazing,I liked the way you explained the topic.Thank you Emma.

duabuleci

Thanks a million.Words can’t express how thankful I am!

qiupansi

thanks a lot… I really learn sth.!!!

maxboooo

THANK YOU A LOT

BENTATA

I can’t see these nice teaching videos on the Internet!!!!HELP!!What should I do ?

BO baby

I come from Chna,how to see these videos

BO baby

Our videos are all hosted on YouTube, which is why you can’t see them. You will have to find another way around.

engVid Moderator

I have got a great experience by this lesson

zabbas

it was so a good lesson

hrt.ahmadi

hi Emma, thanks for your lesson!
see you next time!
:-)

eddiiieeee

This lesson is very useful.

Cherry2710

perfect grade thanks emma.

Sanbe24

Thank you was a useful lesson ,many thanks.

Ibraheem Atef

It was great Emma.I think you are one of the best teachers in this website .I can’t wait for your next educational video.

nkh

Sometimes, dealing with people is so difficult! And someone has to use his wits and patience…

Canardo

Thank you

emrahbulduk

Hi all friendly! I am watched video very very many twice, but i don’t know way to understand and use them in communication each day.
i can make with somebody to improve my english.
Thank you all friend, thank you taecher Emma very very many.

kimde

wow I got 10 out of 10, I am learning English with your help
Thanks a lot

nadia

I’d like to thank you very much

nacer2017

One of total quality management principle’s based on customer satisfaction.

nacer2017

Thank you very much mam. i achieved 100%. Really interested to learn with you. If you are able to help please make a reply please.

Virus

Thanks a lot

Oussama20012

thank you

songyudong

Very good ideas! LAST!

Terrysam

Iam from Indonesia, and iam a Manager in the service company,this is very helping me for face my customer when complain, thank you so much Emma

Anggun Saputra

Hello Anggun Saputra.
If you free. We can learn togther.

kimde

with a pleasure that Kimde

Anggun Saputra

Thanks Emma!

I know some customer services that use only the L.A. approach: Listen and Apologize.

Fabio Cicerre

are you there emma

orhan46

hello teacher i want to study English

pheangkunwat

Very good tips! Thank you so much!

liaf@

I got 10/10.Thank you so much Emma, It is useful people for who really has been on customer service job. And I also have seen your other videos are really clear to listen and understanding and I am looking forward for more lessons.Thanks

Rao.k

Thank you so much!

Vanniia

Emma u’re Awosome&I like your way that u talk

pop97

Opp! I got a mistake at question number 9

Bui Chung

Thank you for great lesson. Emma may I ask for a lesson about has/ have yet to? It sounds confusing tome!

N.h.h

That’s a good idea! I have added it to the list of requests.

engVid Moderator

Thank you

Kenyaponciano

Thank you Emma , BTW I’ve been a customer service agent for communication firm earlier and i can say ” it’s literally the worst job you can ever get on this planet ” -_-

Mustafa

Very good! This is my first lesson with you
Thank you Emma

JINADELINO

Thanks a lot Emma

Islam Massoud

GREAT learn, EMMA

BrandonHuang

thanks Emma. this lesson is very usefull

abulfaz

THANK YOU
THIS IS THE FIRST TIME
9/10

aseel aljundi

thanks emma

king.farshid1374

Thank’s Emma for this lesson, i’m got
8/10. ?

Jimmy0064

WOW! really fantastic test for me to be top 10. Thanks dear Emma for your fantastic lessen with your good teaching. I will be your follower soon. See you!

polly poohly

Hi Emma, thanks for the lesson, I have a question to the students, how can we put in contanc for practice our english? I am new here, I´d love to Practice my English with someone.

andresnovoa1982

Thank you very much Emma, You are an excellent teacher and I’m sure that I’m going to improve my english watching your videos (y)

elias94

Thank you, Emma. It’s really helpful for me. I got the points. Please more videos ahead. Thanks a lot.
Good Engvid! ;)

Cho Cho Thet Lwin

This lesson is very useful for job,thanks Emma~^^

Amydon

Fantastic lesson. This may be very helpful to improve my skills on my Customer Service job.

Thank you, Emma. You’re awesome!

BrunoCavalcante

Thank so much, EMMA !!??

mrtaltinok

Thanks Emma

Naji2015

I made a mistake on 2. Thank you for your video. It’s really useful.

Toeenee

thank u very much for the lesson who can give me.

NKESHIMANA20

thank u very much for the lesson who can give me.
it’s may be very useful and wonderful to improve my skills on my Customer service jobs.

NKESHIMANA20

Thanks so much Emma.

Rodrigo Ribeiro

very useful for young students who are going to approach their first job, thanks a lot

nicoletta1960

thank you Emma

ragab65

I am responsible for the customer complaint handling, BMW Daimler and VW. especially car qulaity

liang leo

Thank you so much. I’ll use LAST with my customers

arnaudmbai

Hi, teacher. I appreciate you advises but I think this is one of the most important and difficult jobs you can have because some times you have to deal with rude people and nobody says “thanks for you helping”. I admire to whom carry out this kind of job.

CART

I think that third answer has a mistake. Check it out!.

Echeverriacg

many thanks Emma actually I like to listen to you.

nabil69

Thank you Emma! Its a nice experience to me.

Ekral patwary

Thanks very much Emma,I got 100, the wrong answers were very amazing :)

oussama.mekri

Thanks alot Emma. It is really good lesson

Peterviet

Iam anew studint here

vipNS1

Thank you for letting me know about Customer Service.

withyscho

i got 10/10.lol thanks

masatoshi

It was a wonderful session for me at my study time since I had experienced many training clips but this is awesome.

Ahmad Jan

The way that Ms. Emma teaches its excellent and her character and way of communication body language is perfect, I can say shes is one of the sweetest manner the way how she thoughts,
regds

Ahmad Jan

love you Emma, you are a wonderful teacher : )))

naseemh

I like you & your lesson.

generoussailor82

Thank you so much Emma I love your lessons.

loptimiste

Thanhs a lot Emma,your lessons are very understandable.

Jonep37

This lesson is a very good idea!
Thank you Emma
I like your voice :))

JINADELINO

I got 9/10

kobe xiang

Thanks Emma, you are a terrific teacher. Interesting subject, clear pronunciation and charming voice.

Dmitri Portnov

Than you for well teach english

lamafather

Hi Emma could you please explain what is means “i’ sorry you’ve had a bad experience “i think it’s complaining to him/her .thank you

teklom

I ve got 10/10 I will use that method when dealing with customers. Thank you :) some answers are really funny, I ve been laughing to my computer (“You are a miserable human being”)

wlodarada

Thank you Emma i have 9/10!!!

space2016

Thanks for your presentation

jamal el

Hi Emma
It was great I’ve got 10/10

mehrsa.sa

I got 10/10
Realy i like the way you explain things
U keep it simple & easy

abdelrahman atia

Thanks, Emma! You’re my favourite teacher!

Silvions

thank you Emma,

I ‘ve got 9 to 10
you’re great taecher

doppiograna71

Thank Emma,
Yesterday, i found out this website when i saw “Learing English” application in Apple store. I feel very happy when i learned your lecture. Your voice is easy to hear and i have understood your lecture about 80% and i am able to reach over 7 sentences in Quiz although i have not read texts before. I’m going to learn your lecture everyday to improve Listening skills. One more times, thank you so much.

trungch

thank you Emma

mustafa hamdan

I got 100 score. thanks Emma.

chaosgun16

I thank you to Emma that I had a good experience from her. :)

Tammyjang1

Hello, it’s was an intersting lesson.
I likded the quizz :)
Emma is a good teacher

aydo

Thank you Emma, great lesson

Jose Maria

what’s difference SOLVE X RESOLVE, BOTH WERE MENCIONED ON THE VIDEO.THANK YOU EMMA.

Edmar Marinho

Thank you teacher.

Zehmudassar

Thank you very much,Emma! I have Learned alot.

bellatimor

Thanks a lot Emma. Very useful lesson!!

Maiteripa

Your expressions are par exellence.Thanks Emma for nice lecture @customer SERVICE.

Pravocab

Thanks Emma, a good class for me.

Micky Mi

I get 7 of 10 ??

Amjad naif

Hi my names Ibrahim im from Turkey .
I wont to learn english fluently
My current level is intermediate
Who can help me to learn english fluently
Please make a contact me from this whats pp nomber
+994553209774

salesman

100 teacher Emma i’m very happy and you are the best teacher

Felipe68

I’ve got 9/10…your courses is very amazing I like you as teacher !!!! Thank you so much

kantemari996

i got 90%

k.abed

Great lesson!

aluap40

I think it’s very useful tips! Thanks Emma!

peebak25

I DO LOVE this lecture! This is helpful for studying English and for understanding the culture.

YOON0

Thanks Emma, one more time, it was very useful!

Sonia B

Another great lesson, thank you. Last answer for first question was funny :-).

Topol

I CAN NOT APOLOGİZE FOR THE CUSTOMER

musti06

BUT GREAT LESSON

musti06

Excelent teacher! Excelent lesson!

Donen

Hi Emma
40% on the quiz

TomatoLion

90% uhuuuu.Yeah

silvanildo

Thank you,Teacher Emma. (^3^)

su.suttida

how do I get the next lesson about the customer service lecture? I really appreciate the studies too. It is very very efficient and reliable, its quite helpful and will commend you greatly on that. thanks.

IamDickson

Awesome lesson!!! Thanks Emma!!! Help a lot with my customer service interaction.

ggaray

i got 10/10

ivansetia

Good luck brother

hasan77

Thank u so much …. It’s very useful..

Md anwar

i liked how to speak

mahamedive

I love this lesson, it’s really helpful for my job. Thank you so much ??

Cream bear

Heartfelt thanks Dear Teacher Emma.

MohDiy

Great lesson! I like it. i got 10/10. thanks dear a good teacher, Emma..

Farid

Wow. very funny options, the got me laughing throughout.

ezesunday

Wow. Very funny options they got me laughing throughout.

ezesunday

I think I’ll love it more if I’m able to edit my comments. Thank you so much for your lectures. it made sense to me.

ezesunday

Thank you Emma. You’re always clear and objective in your lessons.

jeterra

10/10 :) Thank you Emma. Much appreciated.

Nizam Khan

Thank you Emma, you are an excellent teacher! this was my first quiz… I´ll do my best next one!

Ruth G

Thanks Emma!Let us learn about Customer Service !
So useful!

ematsao

Thanks Emma I’m sure this lesson will help me so much.

@Yulieth

I learnt LAST approach yesterday on YOUTUBE, the first thing when i got to work was share the concept with a colleague. Felt so learnt …LOL

Sir Lee

The only issue i had though was, by telling the customer to calm down seem to further aggravate the customer

Sir Lee

thanks

sodojsa

thank y you make adferans to me

abdallh1

Thanks..

Ali Mdsr

thank u so much u are the best teacher
great job

amrouche sid ahmed

To solve a problem for a customer, you should say:
Go away and don’t come back here.
:-DDDDDDDD

VadimBog

That would work…but you might lose that customer :P

engVid Moderator

10/10 Thank you, Emma, very very much
You are a wonderfull teacher!

VadimBog

Thank you so much :)

mengham

as usual nice lesson from nice teacher. I liked your LAST approach. greetings from Egyptian pharaoh

Egyptian Pharaoh

Tks Emma! It is very easy studying “with you” …
PS
I laught very much reading the wrong options :-DDDD

Checco

thanks Emma!

JonathanLee

so simple and amazing, thank you emma, see you soon.

ahmed1747

I got a 10, i work at a hotel and this lesson has helped me a lot, im on days, afternoons and nights at my work and always deal with this kind of situations but now after seeing the class i feel more confident for sure thanks a lot emma and keep it up the good work congratulation.

alejandroforeveryoung

Easy but so useful topic, thanks Emma!

pablovinicius

I think those great advices for a entire life not only for customer services. Thank you.

aribeiro

You got 10 correct out of 10

thanks for your efforts

KARTAL

Very good lesson,teacher. I’ve been working in a
call center for over three years now and I must
say that’s not easy,even if we have those standard
or “cliche” questions and answers.
Sometimes people get too rude and don’t listen to
us. I’ve been through very difficult situatinns
and many times I have to improvise to calm down
the customers.One thing is for sure: Sorry,Thanks
and Please are the words I use the most.

zigmund

first time I get 10/10. I should think about work in customer service

Hefajstos

Emma Thank you it was great! for me…

jesuherc

thank you for making us great opportunities to learn beneficial things

wannaparadise

Thanks Emma

sidahmedmirgani

Thank you Emma

Tyrion

Thank you

samael91

Thanks team engivd

Saiful123

Thank you emma

Bouchta

Thank you :-)

deadly

Thanks a lot Ms. Emma :)

hasan77

Thanks Emma it is a good experience to listen to your lesson.

Alex-1956

Thank you for your excellent presentation.

say34

I got 10/10 :) Thank you Emma for this exercise, I won’t forget this one, it would help me as CSR.

RubyJul

Thank you for your attention to detail here on how to address customers in sometimes tricky situations :)

Renee561

Thank you, Emma!

Iliescu Cornel

Thank you, Emma. LAST

Jesan Chuang

Thank you, Emma excelent class

gerardo1973

the best

abdalle11

I appreciate your lesson, thanks so much.

Jacqueline Grant

thanks, Emma.
you helped me to pay attention to something.

khatoon39

thanks a lot Emma..

mazenbasel

Thanks Mrs. Emma!

Alex-1956

Thanks!

TnBcorgi

Thank you so much!!
Emma, your video help me a lot.

Marcos Auresco

merci pour cette lecon efficace

mohamed sofiane si hamda

Thanks! This help me a lot, I am not an English native and I have almost 4 years working as customer service but every day you can learn something new!

danielalpz

thank a lot

davykoua

Thank you Emma ..
I collect 6/10 but my answere was fast.
But I understand this lesson very well.

Yousef zhraldeen

It doesn’t care whatever we’re going to work, customer service will be needed, when we are working we always use to have somebody who we offer our service. Great video Emma.

Jhon De Los Santos

Great！10/10！ I’m comeback！Solved customer‘s problems will make customer comfortable, and then customer also will make your happy!

Jerry Gu

Thanks so much Emma for this lesson!

Henrique Alves

Thanks a lot Emma, I got full mark.

Hasan Soledad

Good Lesson!

D@nnyBomboyo

thank you Emma for helping us getting better and better

Mostafa@21

Great! I got 100! Im happy Im still good at it.!

Angelina Nava

Great!! 10/10, this is the first video that i saw of a recommended list by my company to improve our skills. Thanks you Emma Amazing job bringing this to our attention. :)