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Test your understanding of this English lesson

Test your understanding of the English lesson by answering these questions. You will get the answers and your score at the end of the quiz.
In customer service, what does L.A.S.T. stand for?

Choose the correct sentence:

To apologize to a customer, you should say:

To solve a problem for a customer, you should say:

If you don't know how to help a customer, you should:

To thank a customer, you should say:

What can you say if a customer is angry and is swearing at you?

Customer service is important:

Which sentence shows you are listening?

Which sentence shows you solving the problem?


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Comments

184 Comments on “How to give great customer service: The L.A.S.T. method”


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

Saturday, October 1st 2016

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

    Saturday, October 1st 2016

      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!

      Saturday, October 1st 2016

      Hi, I want please!

      Monday, October 3rd 2016

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

Saturday, October 1st 2016

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.

Saturday, October 1st 2016

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…

Saturday, October 1st 2016

Thank you

Saturday, October 1st 2016

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

Saturday, October 1st 2016

    hey dude!

    Saturday, October 1st 2016

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

Saturday, October 1st 2016

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.

Saturday, October 1st 2016

    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…”

    Tuesday, October 4th 2016

    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’.

    Tuesday, October 4th 2016

    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!

    Tuesday, October 4th 2016

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

      Wednesday, January 11th 2017

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.

Saturday, October 1st 2016

Very good lesson
Thank you emma

Saturday, October 1st 2016

Thanks Emma, it was a great lesson

Saturday, October 1st 2016

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

    Tuesday, October 11th 2016

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

Saturday, October 1st 2016

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

Saturday, October 1st 2016

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

Saturday, October 1st 2016

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…

Saturday, October 1st 2016

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

Saturday, October 1st 2016

thanks very much …

Saturday, October 1st 2016

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

Saturday, October 1st 2016

    I you want to practice me you are most welcome

    Sunday, October 2nd 2016

Very nice and useful lesson, thank you Emma!

Saturday, October 1st 2016

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

Saturday, October 1st 2016

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

Saturday, October 1st 2016

interesting lesson 9/10 :) thanks Emma

Saturday, October 1st 2016

A very useful lesson Emma. Thanks!

Saturday, October 1st 2016

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.

Saturday, October 1st 2016

Got 100%..important lesson for learning English

Saturday, October 1st 2016

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??

Sunday, October 2nd 2016

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

Sunday, October 2nd 2016

thank you

Sunday, October 2nd 2016

Thank You Emma for the interesting and useful lesson.

Sunday, October 2nd 2016

Thank you Emma , you are great!!!!

Sunday, October 2nd 2016

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/?)

Sunday, October 2nd 2016

Thank you so much Emma.

Sunday, October 2nd 2016

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.

Sunday, October 2nd 2016

you are the best….thank you

Sunday, October 2nd 2016

very good, thanks

Sunday, October 2nd 2016

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

Sunday, October 2nd 2016

Good job, teacher

Monday, October 3rd 2016

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

Monday, October 3rd 2016

I liked this lesson!! Thank you Emma!!

Monday, October 3rd 2016

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

Monday, October 3rd 2016

100% Thanks)

Monday, October 3rd 2016

Thanks a lot!

Monday, October 3rd 2016

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

Monday, October 3rd 2016

9/10 sentence. Thanks Emma!

Monday, October 3rd 2016

Interesting topic.I got 9/10

Monday, October 3rd 2016

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

Monday, October 3rd 2016

Dear teacher Where are you from

Monday, October 3rd 2016

I like this video. Thank you

Monday, October 3rd 2016

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.

Monday, October 3rd 2016

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.

Monday, October 3rd 2016

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

Monday, October 3rd 2016

Thanks a lot teacher Emma

Monday, October 3rd 2016

excellent video.

Monday, October 3rd 2016

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

Tuesday, October 4th 2016

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

Tuesday, October 4th 2016

I got 9/10 :)

Wednesday, October 5th 2016

i cached this customer service lesson i got 10 over 10

Wednesday, October 5th 2016

Nice lesson

Wednesday, October 5th 2016

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

Wednesday, October 5th 2016

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

Thursday, October 6th 2016

thanks a lot… I really learn sth.!!!

Thursday, October 6th 2016

THANK YOU A LOT

Thursday, October 6th 2016

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

Friday, October 7th 2016

I come from Chna,how to see these videos

Friday, October 7th 2016

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

    Friday, October 7th 2016

I have got a great experience by this lesson

Friday, October 7th 2016

it was so a good lesson

Friday, October 7th 2016

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

Friday, October 7th 2016

This lesson is very useful.

Friday, October 7th 2016

perfect grade thanks emma.

Friday, October 7th 2016

Thank you was a useful lesson ,many thanks.

Saturday, October 8th 2016

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.

Saturday, October 8th 2016

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

Sunday, October 9th 2016

Thank you

Sunday, October 9th 2016

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.

Monday, October 10th 2016

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

Tuesday, October 11th 2016

I’d like to thank you very much

Tuesday, October 11th 2016

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

Tuesday, October 11th 2016

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.

Tuesday, October 11th 2016

Thanks a lot

Tuesday, October 11th 2016

thank you

Tuesday, October 11th 2016

Very good ideas! LAST!

Wednesday, October 12th 2016

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

Wednesday, October 12th 2016

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

    Thursday, October 13th 2016

      with a pleasure that Kimde

      Thursday, October 13th 2016

Thanks Emma!

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

Wednesday, October 12th 2016

are you there emma

Thursday, October 13th 2016

hello teacher i want to study English

Thursday, October 13th 2016

Very good tips! Thank you so much!

Friday, October 14th 2016

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

Friday, October 14th 2016

Thank you so much!

Friday, October 14th 2016

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

Friday, October 14th 2016

Opp! I got a mistake at question number 9

Saturday, October 15th 2016

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

Saturday, October 15th 2016

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

    Monday, October 17th 2016

Thank you

Saturday, October 15th 2016

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 ” -_-

Sunday, October 16th 2016

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

Sunday, October 16th 2016

Thanks a lot Emma

Sunday, October 16th 2016

GREAT learn, EMMA

Sunday, October 16th 2016

thanks Emma. this lesson is very usefull

Monday, October 17th 2016

THANK YOU
THIS IS THE FIRST TIME
9/10

Monday, October 17th 2016

thanks emma

Monday, October 17th 2016

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

Monday, October 17th 2016

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!

Tuesday, October 18th 2016

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.

Tuesday, October 18th 2016

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)

Wednesday, October 19th 2016

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

Wednesday, October 19th 2016

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

Wednesday, October 19th 2016

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

Thank you, Emma. You’re awesome!

Wednesday, October 19th 2016

Thank so much, EMMA !!🌹🌹

Wednesday, October 19th 2016

Thanks Emma

Wednesday, October 19th 2016

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

Wednesday, October 19th 2016

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

Thursday, October 20th 2016

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.

Thursday, October 20th 2016

Thanks so much Emma.

Thursday, October 20th 2016

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

Friday, October 21st 2016

thank you Emma

Friday, October 21st 2016

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

Friday, October 21st 2016

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

Saturday, October 22nd 2016

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.

Sunday, October 23rd 2016

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

Monday, October 24th 2016

many thanks Emma actually I like to listen to you.

Monday, October 24th 2016

Thank you Emma! Its a nice experience to me.

Monday, October 24th 2016

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

Monday, October 24th 2016

Thanks alot Emma. It is really good lesson

Tuesday, October 25th 2016

Iam anew studint here

Wednesday, October 26th 2016

Thank you for letting me know about Customer Service.

Thursday, October 27th 2016

i got 10/10.lol thanks

Thursday, October 27th 2016

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

Friday, October 28th 2016

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

Friday, October 28th 2016

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

Monday, October 31st 2016

I like you & your lesson.

Tuesday, November 1st 2016

Thank you so much Emma I love your lessons.

Wednesday, November 2nd 2016

Thanhs a lot Emma,your lessons are very understandable.

Friday, November 4th 2016

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

Sunday, November 6th 2016

I got 9/10

Monday, November 7th 2016

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

Monday, November 7th 2016

Than you for well teach english

Wednesday, November 9th 2016

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

Wednesday, November 9th 2016

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”)

Wednesday, November 9th 2016

Thank you Emma i have 9/10!!!

Wednesday, November 9th 2016

Thanks for your presentation

Friday, November 11th 2016

Hi Emma
It was great I’ve got 10/10

Saturday, November 12th 2016

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

Saturday, November 12th 2016

Thanks, Emma! You’re my favourite teacher!

Saturday, November 12th 2016

thank you Emma,

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

Sunday, November 13th 2016

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.

Monday, November 14th 2016

thank you Emma

Friday, November 18th 2016

I got 100 score. thanks Emma.

Friday, November 18th 2016

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

Sunday, November 20th 2016

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

Tuesday, November 22nd 2016

Thank you Emma, great lesson

Friday, November 25th 2016

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

Friday, November 25th 2016

Thank you teacher.

Saturday, November 26th 2016

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

Saturday, November 26th 2016

Thanks a lot Emma. Very useful lesson!!

Saturday, November 26th 2016

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

Sunday, November 27th 2016

Thanks Emma, a good class for me.

Sunday, November 27th 2016

I get 7 of 10 🐣💔

Sunday, November 27th 2016

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

Thursday, December 1st 2016

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

Wednesday, December 14th 2016

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

Wednesday, December 14th 2016

i got 90%

Thursday, December 15th 2016

Great lesson!

Thursday, December 15th 2016

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

Thursday, December 15th 2016

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

Wednesday, December 21st 2016

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

Friday, December 23rd 2016

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

Sunday, December 25th 2016

I CAN NOT APOLOGİZE FOR THE CUSTOMER

Friday, January 6th 2017

BUT GREAT LESSON

Friday, January 6th 2017

Excelent teacher! Excelent lesson!

Sunday, January 8th 2017

Hi Emma
40% on the quiz

Saturday, January 14th 2017
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