F2F Class Notes (Jesse) [S]

Vocabulary

he has very good looks / he is very good looking

expect sth from sth
think sth of sth

seriously hurt
seriously funny
incredibly cool

in his 20’s / 30’s etc 

paralysed – to not be able to move at all

they are famous for their service / really well known for / the reason they’re so popular is due to their service level / customer service is key part of their business approach. they offer / provide ipads… to you when you’re in the line / when you’re waiting / in the queue / standing in line. if you go there alone they will give you a bear to sit opposite you / in front of you / across from you / on the other side of the table 

i was doing the register / I was a cashier and this guy just came up to me / walked up to me / came over and said he wanted to return what he bought / he wanted a refund / return what he had purchased. we had a policy which was not to let customers return their goods / items / stuff and then / and after that / following which he got mad at me / got pissed / he went off at me / he had a go at me and he was a westerner. i was not good at english / I didn’t have a good command of English / my English wasn’t great at that time so i didn’t know how to communicate with him very well, and that was very embarrassing / awkward / awful / painful for me. i told him to calm down / take it easy / chill out / relax and i went for / to get / to find / to locate our manager. we had been trained but they only told us to not allow them to return goods but they didn’t / neglected to teach / left our teaching us how to communicate with them in an appropriate way.