Task Overview

You are often asked to describe a personal experience, and in this case, you should:

Mention where the shop/store was

Specify when you visited

Describe the service provided by the staff

Explain how you felt about the service

Sample Question:

Describe a time when you received good service in a shop or store. You should say:

Where the shop is

When you went to the shop

What service you received from the staff

And explain how you felt about the service

Strategy for Answering

Step 1: Set the Scene

Start by describing the shop, its location, and when you visited. Mentioning details like the reason for your visit can help give context and set up your story.

Step 2: Describe the Service

Focus on the actions of the staff. What made the service stand out? Did they go above and beyond? Were they patient, attentive, or professional? Use specific examples to highlight these qualities.

Step 3: Explain How You Felt

Reflect on your emotions and thoughts during and after the experience. This is where you can show how the service exceeded or met your expectations. Be descriptive and show your appreciation for the quality of the service.

Sample Answer:

“I’d like to talk about a time when I received exceptional service at Victoria’s Secret in the city center. I went there last month to buy a birthday gift for a close friend. Upon entering, I was greeted by a staff member who was incredibly attentive and helpful.”

Where the shop is:

“Victoria’s Secret is located in a bustling part of the city center. It’s a popular store, especially for buying gifts, so I knew I would find something nice there.”

When you went to the shop:

“I went last month, right before my friend’s birthday. I was looking for something unique, and that’s when the store’s excellent customer service truly stood out.”

What service you received from the staff:

“The staff member asked specific questions about my friend’s preferences, which helped her recommend products that would suit both my taste and budget. She wasn’t pushy, which I really appreciated; instead, she offered personalized suggestions and gave me space to make decisions.”

How you felt about the service:

“It was beyond my expectations. She even offered complimentary gift wrapping and shared some product care tips, which added extra value to the shopping experience. In short, the service was seamless and made me feel valued as a customer. It reminded me of how impactful good customer service can be in creating a positive shopping experience, and it definitely left a lasting impression.”

Key Vocabulary for Describing a Memorable Customer Service Experience

Attentive: Focused on your needs.

“The staff was incredibly attentive, making sure I had everything I needed.”

Personalized service: Tailored to individual needs.

“The service was personalized, catering specifically to my preferences.”

Go above and beyond: Exceed expectations.

“The staff went above and beyond by offering free gift wrapping.”

Seamless experience: Smooth and without any issues.

“The whole shopping experience was seamless from start to finish.”

Impressed by: Feel admiration for someone’s actions.

“I was really impressed by how knowledgeable the staff was.”

Patient and accommodating: Willing to spend time and adjust to your needs.

“The staff was patient and accommodating, giving me all the time I needed.”

Useful Idiomatic Expressions

In short: Used to summarize something.

“In short, the service was top-notch.”

Beyond my expectations: Exceeding what you thought would happen.

“The service I received was beyond my expectations.”

Left a lasting impression: Made a strong, memorable impact.

“Her kindness left a lasting impression on me.”

Practice Tips for Students:

Be Descriptive: When describing an experience, use a variety of adjectives and details to make your story vivid.

Use Personal Pronouns: Talk about how you felt to make your answer more personal. For example, “I was pleasantly surprised” or “It made me feel valued.”

Stay Organized: Follow a logical structure. First, describe the location and timing, then the service, and finally, your feelings about it.

Speak Naturally: Practice speaking fluently, without overthinking. Try to recall a real experience if possible, or use the sample answer as a template for your own story.

How to Prepare:

Practice Answering Aloud: Regularly practice speaking out loud to improve your fluency and confidence.

Record Yourself: Record your answers and listen back to catch any mistakes or areas for improvement.

Use Timers: Time yourself while answering, making sure you can comfortably speak for 1–2 minutes.

Expand Vocabulary: Use a thesaurus or word lists to expand your vocabulary related to service and customer experiences.