Lesson two Tuesday 15th November 2011
Hello!Good morning!    
More complaints
Complaints      Listen   Acknowledge      Solve      Thank
Complaints Listen   Can I speak to the owner? Acknowledge   Apologise Solve   Refunds   Exchanges Thank
Apologies I’m very sorry about that. I’m terribly sorry about that. I fully understand the inconvenience this has cause...
Complaints about things Bent        Dented         Out of date Broken      Discoloured    Rusty Chipped     Faded ...
Complaints about people Aggressive    Incompetent    Rude Clumsy        Insolent       Unfriendly Dirty         La...
Options Substitute            Send an expert Refund                Contact insurance Reduce price          Send back...
On the phone  Requests for information           Prices     Sizes / Features         Delivery         Payment       Compla...
Information Leaflets Samples Sales literature Agent’s visit
Discounts Introductory offer Initial order Quantity Cash Early payment
Prices Our product costs… euros / pounds / dollars. The price per kilo / item / unit / litre / yard / foot is  … euros /...
On the phone Hello, you have called Vino Español, my name  is Mary, may I help you? Yes, hello, my name is Ana and I’m c...
On the phone A blue bottle? That must be Viña Galtea  semiseco, right? Yes, yes it is. Can you send it to the UK? Sure,...
On the phone How would you like to pay for that? We  accept credit card, Paypal or bank transfer.Credit card is OK.
On the phone OK, can you tell me your card number? Sure, it’s 1234 4321 1234 4321. And the name on the card? My name i...
On the phone OK, so we’ll charge 60EUR on your card  number 1234 4321 1234 4321with expiry date  January 2020.What is you...
On the phone Do you have any special delivery instructions? This is my work address, I’m only there from  9 till 6. You...
Calling back Good Morning, Abbey Road Studios, can I help you? Yes, could I speak to Ana Michelle Ono, please?    A) Ye...
Calling back Hello Ms Ono, good    How about you?  morning. How are                           Not so bad.  things?     ...
Order will be late Now, what can I do for you, Ms Martin? I’m calling about your order. There’s a bit of a  problem with...
More information Could I have your mobile phone number, please? Could I have your fax number, please? Could I have your...
Problems! Oh, I’m sorry. I must have dialled the wrong number! I’m sorry. Could you say that again? I’m sorry, I didn’t...
Problems! I’m sorry but it’s a very bad line. Could you phone  back in two minutes? I’m sorry but it’s a very bad line. ...
Apologies again I’m very sorry about that. I’m sorry but you’ll have to talk to our manager about  that.    I’ll put yo...
Saying goodbye Anything else I can do for you? Is there anything else I can do for you Ms Ono / sir /  madam?    That’s...
Saying goodbye Thank you for calling. We’ll get back to you as soon as we can. Have a nice day. You too, goodbye. Goo...
Thank you!
ReferenceCommunication for Business, by Birgit Abegg and Michael Benford.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
Inglés profesional para atención al cliente en comercio. Día 2 de 4.
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Inglés profesional para atención al cliente en comercio. Día 2 de 4.

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On the phone, complaints, problems.

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Inglés profesional para atención al cliente en comercio. Día 2 de 4.

  1. 1. Lesson two Tuesday 15th November 2011
  2. 2. Hello!Good morning! 
  3. 3. More complaints
  4. 4. Complaints Listen Acknowledge Solve Thank
  5. 5. Complaints Listen  Can I speak to the owner? Acknowledge  Apologise Solve  Refunds  Exchanges Thank
  6. 6. Apologies I’m very sorry about that. I’m terribly sorry about that. I fully understand the inconvenience this has caused. I’m sorry but I’m afraid I can’t help you. I’m sorry but you’ll have to talk to our manager about that.
  7. 7. Complaints about things Bent  Dented  Out of date Broken  Discoloured  Rusty Chipped  Faded  Scratched Cracked  Illegible  Stained Crushed  Leaky  Twisted Deformed  Noisy  Wet
  8. 8. Complaints about people Aggressive  Incompetent  Rude Clumsy  Insolent  Unfriendly Dirty  Late  Unhelpful Dishonest  Messy  Unprofessional Impatient  Untidy  Untrained Impolite  Negligent  Untruthful Incapable  Offensive
  9. 9. Options Substitute  Send an expert Refund  Contact insurance Reduce price  Send back to manufacturer Give more goods  Call the manager  Offer a complaint form
  10. 10. On the phone Requests for information Prices Sizes / Features Delivery Payment Complaints
  11. 11. Information Leaflets Samples Sales literature Agent’s visit
  12. 12. Discounts Introductory offer Initial order Quantity Cash Early payment
  13. 13. Prices Our product costs… euros / pounds / dollars. The price per kilo / item / unit / litre / yard / foot is … euros / pounds / dollars.
  14. 14. On the phone Hello, you have called Vino Español, my name is Mary, may I help you? Yes, hello, my name is Ana and I’m calling from London. I’m looking for some wine. Yes, sure. Were you thinking of one in particular? Red, white? It was white wine, with a blue bottle.
  15. 15. On the phone A blue bottle? That must be Viña Galtea semiseco, right? Yes, yes it is. Can you send it to the UK? Sure, no problem. How many bottles would you like? I’d like to have 12 bottles. OK, each bottle costs 5EUR, so that will be 60EUR, which is about 51GBP (pounds).
  16. 16. On the phone How would you like to pay for that? We accept credit card, Paypal or bank transfer.Credit card is OK.
  17. 17. On the phone OK, can you tell me your card number? Sure, it’s 1234 4321 1234 4321. And the name on the card? My name is Ana Michelle Ono. The expiry date, please? It’s January 2020.
  18. 18. On the phone OK, so we’ll charge 60EUR on your card number 1234 4321 1234 4321with expiry date January 2020.What is your address? I live in 5 Abbey Road, Westminster, London, NW8 9AA.
  19. 19. On the phone Do you have any special delivery instructions? This is my work address, I’m only there from 9 till 6. You should receive your wine on Monday at 9am. OK, thank you. Thank you, have a nice day! You too, bye bye!
  20. 20. Calling back Good Morning, Abbey Road Studios, can I help you? Yes, could I speak to Ana Michelle Ono, please?  A) Yes madam, I’ll put you through.  B) Sorry, she’s not available at the moment, can I take a message?  Sure, will you tell her Mary Martin from Vino Español called her?  Yes madam, I’ll pass the message on to her.
  21. 21. Calling back Hello Ms Ono, good  How about you? morning. How are  Not so bad. things?  Can’t complain.  Fine  Could be better.  Great  Marvellous!  Oh, really! Good.
  22. 22. Order will be late Now, what can I do for you, Ms Martin? I’m calling about your order. There’s a bit of a problem with your order, it will arrive on Tuesday instead of Monday. Oh, it’s OK, I don’t need it until Friday.
  23. 23. More information Could I have your mobile phone number, please? Could I have your fax number, please? Could I have your email address, please?
  24. 24. Problems! Oh, I’m sorry. I must have dialled the wrong number! I’m sorry. Could you say that again? I’m sorry, I didn’t catch that. Could you repeat it? Could you spell that word for me, please? What was the name again? I didn’t catch it.
  25. 25. Problems! I’m sorry but it’s a very bad line. Could you phone back in two minutes? I’m sorry but it’s a very bad line. Could you speak a little louder, please? I’m sorry but I can’t make out what you’re saying. Would you like to call later? I’m sorry but we seem to have been cut off last time. If it happens again I’ll call you back.
  26. 26. Apologies again I’m very sorry about that. I’m sorry but you’ll have to talk to our manager about that.  I’ll put you through.  I’ll give you her number. I’m very sorry about the delay / the mistake / the mix- up / the damage Please accept our apologies for this.
  27. 27. Saying goodbye Anything else I can do for you? Is there anything else I can do for you Ms Ono / sir / madam?  That’s all, thank you.  No, thank you very much. You’re welcome, and thanks for the order.
  28. 28. Saying goodbye Thank you for calling. We’ll get back to you as soon as we can. Have a nice day. You too, goodbye. Goodbye.
  29. 29. Thank you!
  30. 30. ReferenceCommunication for Business, by Birgit Abegg and Michael Benford.

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