English Language Department Students Explore Communication Process in Service Environments at Grand Majidi Mall and Gulan Mall in Erbil

On Tuesday, February 24, 2026, second-stage students from the English Language Department at Cihan University – Erbil Saba Ayad Abdulwahhab, Sarah Habib Ahmed, and Rawezh Sherzad Hamad visited the customer service sections of electronic appliance and clothing stores at Grand Majidi Mall and Gulan Mall in Erbil. The activity was under the guidance and supervision of their course lecturer, Assistant Lecturer Zeena Mahmood Ameen.

During the visit, the students met with customer service staff members Mr. Farhad Ahmed Lukman, Mr. Ahmed Mohammed Rasul, and Mr. Shrush Osman Aziz. The students asked them questions focusing on procedures, communication skills, and problem-solving. These questions included inquiries about the most common customer complaints, the types of issues accepted for refunds or product returns, the required documents, and the procedures customers must follow when submitting complaints. The staff responded with a detailed explanation of both oral and written communication processes involved in customer–staff interactions. They also outlined the step-by-step procedures required of both customers and service representatives, highlighting the complete communication cycle and channels involved in handling complaints effectively. Furthermore, the students were given the opportunity to see samples of damaged products eligible for refunds.

 The question-and-answer session continued, emphasizing important phrases commonly used by customers when lodging complaints and by staff when handling them.