This document provides a role play scenario about customer service. It involves a caller named Mr. Thomas Klein who is having issues with his telephone service. He calls the operator to make a claim but is told he needs to pay his bill first. The dialogue highlights both good and bad customer service practices. Students are asked to identify expressions, provide solutions to Mr. Thomas' problem, and discuss the importance of good customer service.
This document provides guidance on telephoning in English, including telephone etiquette, suggestions for answering calls, asking questions, taking messages, and starting and ending phone conversations. It also includes exercises to practice phone skills and information on pronouncing numbers and the international telephone alphabet. The document covers best practices for communicating effectively over the phone in English.
This document contains a chart that lists 12 English verbs in their infinitive, past, and past participle forms. It instructs the reader to match each verb form with the corresponding letter of an image, filling in the "picture" column. An example is provided. The verbs are: teach, drive, lose, sell, bite, take, blow, hold, catch, find, see, and come.
This document provides information about the soap opera sub-genre of social realism. It discusses conventions like using accurate speech, believable plots and settings to show a realistic picture of the world rather than an idealized version. Examples given of social realism soaps are Emmerdale, Coronation Street and Eastenders. The narratives feature everyday situations like family arguments, crimes, and love triangles. Plots are open-ended with multiple concurrent storylines and cliffhangers to keep viewers engaged. Editing and camera work aim to give a natural, casual feel like a genuine observation of reality rather than using tricks. Stereotypes may include working class characters and settings in the countryside and farming industry.
El manual describe las normas para el uso adecuado del logotipo y la identidad visual de una entidad en diferentes soportes y formatos, incluyendo la forma, color y tamaño permitidos. El manual también especifica los elementos clave de la identidad corporativa como la imagen, identidad, logotipo, símbolo, tipografía y colores corporativos.
This document provides information about direct and reported speech. Direct speech is when someone repeats exactly what another person said, using quotation marks. Reported speech is when someone reports what another person said but changes the tense of verbs and pronouns to reflect that it is no longer being said directly. Examples are provided of direct and reported speech. The document also provides information about the second conditional, which is used to talk about unlikely or hypothetical situations in the present or future. An "if clause" uses the simple past tense and the main clause uses "would" plus the infinitive form of the verb.
Metro-GreenScape: Outdoor Living Design + Builddbrockelbank
This document advertises an outdoor living design and build company that offers various landscaping services including installing paver and stone patios, outdoor kitchens and fireplaces, and general landscaping work. It also provides a landscape maintenance program to maintain lawns, prune plants, and care for irrigation and lighting systems. Additionally, it offers exterior home staging services to increase curb appeal through pruning, planting flowers, and repairing outdoor structures like patios and decks. The company phone number is listed as 704-504-0980.
This document contains a practice presentation about customer service by Euliser Hernandez Solorzano for their TECNOLOGO EN CONTABILIDAD Y FINANZA program at SENA in Chia, Colombia in 2015. It includes examples of good and bad customer service behaviors, conversations between customers and customer service representatives, exercises to identify vocabulary and complete dialogues, and a final activity to create a company website focusing on customer service.
This document provides an English lesson about telephone etiquette and role-playing telephone conversations. It includes examples of greeting callers, taking messages, apologizing when the line is busy, and holding for the call. Students are instructed to role-play different telephone scenarios where one acts as a receptionist or secretary and the other leaves a message as a sales representative. The goal is to practice common telephone interactions and language.
This document provides guidance on telephoning in English, including telephone etiquette, suggestions for answering calls, asking questions, taking messages, and starting and ending phone conversations. It also includes exercises to practice phone skills and information on pronouncing numbers and the international telephone alphabet. The document covers best practices for communicating effectively over the phone in English.
This document contains a chart that lists 12 English verbs in their infinitive, past, and past participle forms. It instructs the reader to match each verb form with the corresponding letter of an image, filling in the "picture" column. An example is provided. The verbs are: teach, drive, lose, sell, bite, take, blow, hold, catch, find, see, and come.
This document provides information about the soap opera sub-genre of social realism. It discusses conventions like using accurate speech, believable plots and settings to show a realistic picture of the world rather than an idealized version. Examples given of social realism soaps are Emmerdale, Coronation Street and Eastenders. The narratives feature everyday situations like family arguments, crimes, and love triangles. Plots are open-ended with multiple concurrent storylines and cliffhangers to keep viewers engaged. Editing and camera work aim to give a natural, casual feel like a genuine observation of reality rather than using tricks. Stereotypes may include working class characters and settings in the countryside and farming industry.
El manual describe las normas para el uso adecuado del logotipo y la identidad visual de una entidad en diferentes soportes y formatos, incluyendo la forma, color y tamaño permitidos. El manual también especifica los elementos clave de la identidad corporativa como la imagen, identidad, logotipo, símbolo, tipografía y colores corporativos.
This document provides information about direct and reported speech. Direct speech is when someone repeats exactly what another person said, using quotation marks. Reported speech is when someone reports what another person said but changes the tense of verbs and pronouns to reflect that it is no longer being said directly. Examples are provided of direct and reported speech. The document also provides information about the second conditional, which is used to talk about unlikely or hypothetical situations in the present or future. An "if clause" uses the simple past tense and the main clause uses "would" plus the infinitive form of the verb.
Metro-GreenScape: Outdoor Living Design + Builddbrockelbank
This document advertises an outdoor living design and build company that offers various landscaping services including installing paver and stone patios, outdoor kitchens and fireplaces, and general landscaping work. It also provides a landscape maintenance program to maintain lawns, prune plants, and care for irrigation and lighting systems. Additionally, it offers exterior home staging services to increase curb appeal through pruning, planting flowers, and repairing outdoor structures like patios and decks. The company phone number is listed as 704-504-0980.
This document contains a practice presentation about customer service by Euliser Hernandez Solorzano for their TECNOLOGO EN CONTABILIDAD Y FINANZA program at SENA in Chia, Colombia in 2015. It includes examples of good and bad customer service behaviors, conversations between customers and customer service representatives, exercises to identify vocabulary and complete dialogues, and a final activity to create a company website focusing on customer service.
This document provides an English lesson about telephone etiquette and role-playing telephone conversations. It includes examples of greeting callers, taking messages, apologizing when the line is busy, and holding for the call. Students are instructed to role-play different telephone scenarios where one acts as a receptionist or secretary and the other leaves a message as a sales representative. The goal is to practice common telephone interactions and language.
This document provides a lesson plan and role playing exercises for practicing telephone skills in English. It includes sample dialogues of answering the phone, taking messages, and holding calls. Students are instructed to role play common phone situations like reaching the wrong number, leaving a message, or an engaged line. The goal is to have natural conversations as if answering phones for a business called MTC New York.
This document provides a lesson plan and role playing exercises for practicing telephone skills in English. It includes sample dialogues of answering the phone, taking messages, and holding calls. Students are instructed to role play common phone situations like leaving a message when the line is engaged or the person is unavailable. The goal is to have students practice conversational English over the phone.
This document provides guidance on developing strong customer service skills. It discusses the importance of customers, defining service, and common customer types. Effective communication, listening, and telephone skills are emphasized. Customer service phrases for different situations are provided. The document also outlines best practices for handling customer requests and complaints, such as listening actively and apologizing. Maintaining a positive attitude during difficult customer interactions is addressed.
The document provides tips on creating effective advertising to generate leads, including understanding your target customer, crafting the right message for your audience, and ensuring your message includes important elements such as a compelling benefit-driven headline and call to action. It discusses the importance of knowing your target market through data analysis and developing advertising strategies tailored to reach your specific customer demographic through the appropriate media channels and messaging. Effective advertising messages are outlined as focusing on benefits rather than features and including trust symbols, social proof, guarantees, and writing style changes to focus on the customer's perspective.
Here are directions to the bank:
Walk out of the hotel lobby.
Turn right and walk down Main Street.
When you reach Madison Avenue, turn left.
The bank will be on the right side of the street.
Guest: Thanks! How do I get to the post office?
Concierge: Sure, to get to the post office:
Walk out of the hotel and turn left on Main Street.
Continue straight for about 2 blocks.
You'll see the post office on your left, across from the park.
Guest: Great, thanks for your help!
Concierge: You're welcome, enjoy your stay!
Spo of front office and food and beverage service staff rules on sies ta hot...Amir Sadat Inc
The document provides standard operating procedures for front office and food and beverage staff when handling guest inquiries and complaints. It outlines the proper procedures for greeting guests, answering questions, finding solutions to problems, apologizing and following up to ensure guest satisfaction. Staff are expected to be knowledgeable, courteous and resolve any issues promptly to turn complaining guests into loyal customers.
The document describes 8 different customer service problems that could occur in an office. It lists the problems and potential responses to match them. The problems include receiving a high bill, waiting for a delivery, receiving the wrong quantity of goods, wanting to buy something but being unable to, wanting to receive a check, having an IT problem, waiting for a call, and being unable to read a document. The responses provide apologies and solutions, such as checking with a transporter, dispatching missing items, sending a credit note, informing the IT department, and asking someone to call immediately.
Here are some ways I could offer to help in a customer service situation:
1. Let me look into this further and see what I can do to resolve the issue.
2. What can I do to make this right and ensure you leave satisfied?
3. I apologize for the inconvenience. Please let me know if there's anything else I can assist with.
4. Is there any other information I can provide or steps I can take to help address your concerns?
5. I'd be happy to call back tomorrow and check on the status or escalate this to a manager if needed.
6. We want all our customers to have a positive experience. How can I help improve the
This document contains a buyer experience questionnaire for a real estate agent. It asks the buyer to rate how important several services are on a scale of 1-10. It then asks open-ended questions about what else the buyer wants from the experience, previous experiences with agents, and expectations for communication and responsibilities in the working relationship. The goal is to understand what will make the home buying experience a "10" for the particular buyer.
This document discusses tools that can help one be an effective leader. It lists 10 tools: duct tape to listen more than you speak, a clock to schedule your time wisely, a scale and saw to stay balanced and refreshed, a butterfly net to chase your dreams, shoes to walk in others' shoes, a jar of honey to speak kindly in case you later regret your words, crutches for when you say something regrettable, a slice of humble pie to remember the importance of teamwork, eye drops to keep your vision clear, and a moral compass as the most important tool not to lose. An extra tip is to always have thank you cards to express gratitude.
Mr. Weber calls Mr. Zili into his office for a meeting. He apologizes for being on the phone when Mr. Zili arrives and informs him that his mother is sick. Mr. Weber then asks Mr. Zili for his opinion on a proposal to shorten the employee lunch break so they can leave earlier. Mr. Zili agrees it could be beneficial but notes that some employees use their lunch hour for shopping and leaving earlier may not work as well. They agree Mr. Zili should survey employees and report back on their consensus within a couple days.
Telephone & Mobile Etiquette - How to make productive calls?Yogini24
Proper telephone etiquette can help you build rapport and have effective communication. by understanding how to make calls, you save a lot of time and clients
This document is an application for employment at Domino's Pizza. It requests basic personal information such as name, address, phone number, and availability. It also asks about the applicant's education history, previous work experience including any previous work at Domino's, driving record, and background/criminal history. The applicant is asked to sign consenting to a background check if hired and certifying that the information provided is truthful. State-specific notices provide additional disclosures about applicant rights.
This document is a job application for Domino's Pizza. It requests basic personal information like name, address, phone number, and availability. It also asks about the applicant's education history, previous work experience including any previous work at Domino's, driving record, and criminal history to evaluate eligibility. The application emphasizes that Domino's is committed to diversity and creating an inclusive work environment.
This document is a job application for Domino's Pizza. It requests basic personal information like name, address, phone number, and availability. It also asks about the applicant's education history, previous work experience including any previous work at Domino's, driving record, and criminal history to evaluate eligibility. The application emphasizes that Domino's is committed to diversity and creating an inclusive work environment.
Zohaib Rafique completed several communication skills activities for their assignment. The activities focused on rewriting sentences to improve completeness, clarity, correctness, concreteness, conciseness, and courtesy. For each activity, Zohaib was given sentences and asked to identify the missing communication elements and rewrite the sentences addressing the issues. The document appears to be Zohaib's assignment submitting the completed activities to their professor.
The document discusses effective communication methods and telephone skills for customer service. It covers answering, transferring, and placing telephone calls as well as taking messages. Face-to-face, written, and telephone communication are examined. Principles for handling difficult callers are provided. The importance of personal grooming in customer service is also explained.
This document discusses how to effectively handle guest complaints. It provides guidance on viewing complaints as opportunities rather than problems, actively listening to understand the real issue, apologizing and working to resolve the complaint, thanking the guest for bringing it to your attention, and following up to ensure satisfaction. Complaints should be seen as "gifts" that allow problems to be addressed before more customers are impacted or lost to poor experiences. Resolving complaints respectfully and completely is important for customer retention and positive word of mouth.
The customer is complaining about a television they purchased three months ago from the store. The picture is flickering with a dark line on the left side and there is an annoying hissing sound. A friend also had the same issues with the same model. The customer wants a refund but is told it is not the store's policy to provide refunds. The customer then demands to see the manager.
The document provides information on various topics related to front desk management in the hospitality industry. It discusses the key roles and responsibilities of the front desk, including greeting guests, handling customer complaints, providing directions and information, and resolving issues. It offers tips on proper greetings and welcoming customers, as well as how to effectively deal with complaints, give instructions, share information, accept praise/criticism, apologize, and solve problems. The document aims to equip front desk staff with strong communication and customer service skills to meet guests' needs and create positive impressions.
This document provides information about direct and reported speech. Direct speech is when someone quotes exactly what another person said, using quotation marks. Reported speech is when someone reports what another person said but changes the quote to the past tense and uses their own words. Examples are provided of direct and reported speech. The document also provides information about the second conditional, which is used to talk about unlikely or hypothetical situations. It states that in the second conditional, the if-clause is in the simple past tense and the main clause uses "would" plus the infinitive verb form.
Good customer service is vital for any business to be profitable. While promotions can attract new customers, a business will only continue to be successful if it can retain customers and encourage repeat visits. Providing excellent customer service makes customers happy so they will return and recommend the business to others. Even strong sales skills may only result in a single sale if poor customer service prevents developing a relationship that keeps customers coming back. The key to good customer service is forming relationships with customers that they want to continue.
This document provides a lesson plan and role playing exercises for practicing telephone skills in English. It includes sample dialogues of answering the phone, taking messages, and holding calls. Students are instructed to role play common phone situations like reaching the wrong number, leaving a message, or an engaged line. The goal is to have natural conversations as if answering phones for a business called MTC New York.
This document provides a lesson plan and role playing exercises for practicing telephone skills in English. It includes sample dialogues of answering the phone, taking messages, and holding calls. Students are instructed to role play common phone situations like leaving a message when the line is engaged or the person is unavailable. The goal is to have students practice conversational English over the phone.
This document provides guidance on developing strong customer service skills. It discusses the importance of customers, defining service, and common customer types. Effective communication, listening, and telephone skills are emphasized. Customer service phrases for different situations are provided. The document also outlines best practices for handling customer requests and complaints, such as listening actively and apologizing. Maintaining a positive attitude during difficult customer interactions is addressed.
The document provides tips on creating effective advertising to generate leads, including understanding your target customer, crafting the right message for your audience, and ensuring your message includes important elements such as a compelling benefit-driven headline and call to action. It discusses the importance of knowing your target market through data analysis and developing advertising strategies tailored to reach your specific customer demographic through the appropriate media channels and messaging. Effective advertising messages are outlined as focusing on benefits rather than features and including trust symbols, social proof, guarantees, and writing style changes to focus on the customer's perspective.
Here are directions to the bank:
Walk out of the hotel lobby.
Turn right and walk down Main Street.
When you reach Madison Avenue, turn left.
The bank will be on the right side of the street.
Guest: Thanks! How do I get to the post office?
Concierge: Sure, to get to the post office:
Walk out of the hotel and turn left on Main Street.
Continue straight for about 2 blocks.
You'll see the post office on your left, across from the park.
Guest: Great, thanks for your help!
Concierge: You're welcome, enjoy your stay!
Spo of front office and food and beverage service staff rules on sies ta hot...Amir Sadat Inc
The document provides standard operating procedures for front office and food and beverage staff when handling guest inquiries and complaints. It outlines the proper procedures for greeting guests, answering questions, finding solutions to problems, apologizing and following up to ensure guest satisfaction. Staff are expected to be knowledgeable, courteous and resolve any issues promptly to turn complaining guests into loyal customers.
The document describes 8 different customer service problems that could occur in an office. It lists the problems and potential responses to match them. The problems include receiving a high bill, waiting for a delivery, receiving the wrong quantity of goods, wanting to buy something but being unable to, wanting to receive a check, having an IT problem, waiting for a call, and being unable to read a document. The responses provide apologies and solutions, such as checking with a transporter, dispatching missing items, sending a credit note, informing the IT department, and asking someone to call immediately.
Here are some ways I could offer to help in a customer service situation:
1. Let me look into this further and see what I can do to resolve the issue.
2. What can I do to make this right and ensure you leave satisfied?
3. I apologize for the inconvenience. Please let me know if there's anything else I can assist with.
4. Is there any other information I can provide or steps I can take to help address your concerns?
5. I'd be happy to call back tomorrow and check on the status or escalate this to a manager if needed.
6. We want all our customers to have a positive experience. How can I help improve the
This document contains a buyer experience questionnaire for a real estate agent. It asks the buyer to rate how important several services are on a scale of 1-10. It then asks open-ended questions about what else the buyer wants from the experience, previous experiences with agents, and expectations for communication and responsibilities in the working relationship. The goal is to understand what will make the home buying experience a "10" for the particular buyer.
This document discusses tools that can help one be an effective leader. It lists 10 tools: duct tape to listen more than you speak, a clock to schedule your time wisely, a scale and saw to stay balanced and refreshed, a butterfly net to chase your dreams, shoes to walk in others' shoes, a jar of honey to speak kindly in case you later regret your words, crutches for when you say something regrettable, a slice of humble pie to remember the importance of teamwork, eye drops to keep your vision clear, and a moral compass as the most important tool not to lose. An extra tip is to always have thank you cards to express gratitude.
Mr. Weber calls Mr. Zili into his office for a meeting. He apologizes for being on the phone when Mr. Zili arrives and informs him that his mother is sick. Mr. Weber then asks Mr. Zili for his opinion on a proposal to shorten the employee lunch break so they can leave earlier. Mr. Zili agrees it could be beneficial but notes that some employees use their lunch hour for shopping and leaving earlier may not work as well. They agree Mr. Zili should survey employees and report back on their consensus within a couple days.
Telephone & Mobile Etiquette - How to make productive calls?Yogini24
Proper telephone etiquette can help you build rapport and have effective communication. by understanding how to make calls, you save a lot of time and clients
This document is an application for employment at Domino's Pizza. It requests basic personal information such as name, address, phone number, and availability. It also asks about the applicant's education history, previous work experience including any previous work at Domino's, driving record, and background/criminal history. The applicant is asked to sign consenting to a background check if hired and certifying that the information provided is truthful. State-specific notices provide additional disclosures about applicant rights.
This document is a job application for Domino's Pizza. It requests basic personal information like name, address, phone number, and availability. It also asks about the applicant's education history, previous work experience including any previous work at Domino's, driving record, and criminal history to evaluate eligibility. The application emphasizes that Domino's is committed to diversity and creating an inclusive work environment.
This document is a job application for Domino's Pizza. It requests basic personal information like name, address, phone number, and availability. It also asks about the applicant's education history, previous work experience including any previous work at Domino's, driving record, and criminal history to evaluate eligibility. The application emphasizes that Domino's is committed to diversity and creating an inclusive work environment.
Zohaib Rafique completed several communication skills activities for their assignment. The activities focused on rewriting sentences to improve completeness, clarity, correctness, concreteness, conciseness, and courtesy. For each activity, Zohaib was given sentences and asked to identify the missing communication elements and rewrite the sentences addressing the issues. The document appears to be Zohaib's assignment submitting the completed activities to their professor.
The document discusses effective communication methods and telephone skills for customer service. It covers answering, transferring, and placing telephone calls as well as taking messages. Face-to-face, written, and telephone communication are examined. Principles for handling difficult callers are provided. The importance of personal grooming in customer service is also explained.
This document discusses how to effectively handle guest complaints. It provides guidance on viewing complaints as opportunities rather than problems, actively listening to understand the real issue, apologizing and working to resolve the complaint, thanking the guest for bringing it to your attention, and following up to ensure satisfaction. Complaints should be seen as "gifts" that allow problems to be addressed before more customers are impacted or lost to poor experiences. Resolving complaints respectfully and completely is important for customer retention and positive word of mouth.
The customer is complaining about a television they purchased three months ago from the store. The picture is flickering with a dark line on the left side and there is an annoying hissing sound. A friend also had the same issues with the same model. The customer wants a refund but is told it is not the store's policy to provide refunds. The customer then demands to see the manager.
The document provides information on various topics related to front desk management in the hospitality industry. It discusses the key roles and responsibilities of the front desk, including greeting guests, handling customer complaints, providing directions and information, and resolving issues. It offers tips on proper greetings and welcoming customers, as well as how to effectively deal with complaints, give instructions, share information, accept praise/criticism, apologize, and solve problems. The document aims to equip front desk staff with strong communication and customer service skills to meet guests' needs and create positive impressions.
This document provides information about direct and reported speech. Direct speech is when someone quotes exactly what another person said, using quotation marks. Reported speech is when someone reports what another person said but changes the quote to the past tense and uses their own words. Examples are provided of direct and reported speech. The document also provides information about the second conditional, which is used to talk about unlikely or hypothetical situations. It states that in the second conditional, the if-clause is in the simple past tense and the main clause uses "would" plus the infinitive verb form.
Good customer service is vital for any business to be profitable. While promotions can attract new customers, a business will only continue to be successful if it can retain customers and encourage repeat visits. Providing excellent customer service makes customers happy so they will return and recommend the business to others. Even strong sales skills may only result in a single sale if poor customer service prevents developing a relationship that keeps customers coming back. The key to good customer service is forming relationships with customers that they want to continue.
This document contains a chart that lists 12 English verbs in their infinitive, past, and past participle forms. It instructs the reader to match each verb form with the corresponding letter of an image, filling in the "picture" column. An example is provided. The verbs are: teach, drive, lose, sell, bite, take, blow, hold, catch, find, see, and come.
The document discusses a business idea to produce dried fruits in Colombia to increase fruit consumption and exports. Dried fruits are a nutritious snack as they are high in vitamins, minerals, and fibers while being compact in size. By removing water through dehydration, dried fruits can be preserved for longer without refrigeration and are well-suited as snacks for workers and athletes. The business aims to utilize Colombia's fruit production and export dried fruits, starting with Japan which has a large junk food market. The idea has potential for success by addressing the country's fruit surplus and providing economic and social benefits.
1. When looking for a job, the most important factors are curriculum vitae, professional profile, and appearance. The least important factors are co-workers, boss, and time.
2. Key words related to applying for jobs include: success = triumph, ability = skill, position = charge, candidate = applicant, eye contact = gaze, interview = consultation, experience = knowledge, career = occupation, employer = boss, and colleague = associate.
3. Common interview questions include asking about yourself, strengths and weaknesses, knowledge of the company, experience, handling stress, difficult work situations, reasons for wanting the job, goals, passions, and vision of the future self.
1. When looking for a job, the most important factors are curriculum vitae, professional profile, and appearance. The least important factors are co-workers, boss, and time.
2. Key words related to applying for jobs and interviews include: success/triumph, ability/skill, position/charge, candidate/applicant, eye contact/gaze, interview/consultation, experience/knowledge, career/occupation, employer/boss, and colleague/associate.
3. Common interview questions include asking about oneself, strengths and weaknesses, company knowledge, experience, handling stress, difficult work situations, reasons for wanting the job, future goals, passions, and vision for one's future career.
This job interview document asks 11 questions to determine a candidate's suitability for a position. It inquires about the candidate's ability to work in teams, what profile and languages are best suited for the job, willingness to work nights or travel, expectations for the job and company, and reasons for leaving their last role.
The document provides a numbered list ranking the importance of factors to consider when looking for a job, with curriculum vitae, professional profile, and personality identified as the top three most important. It also includes a brief exercise to find synonyms for listed words related to applying for and obtaining a job, such as replacing "eye contact" with a synonym.
This document is a professional profile and resume for Andrea Paola Romero Rodero. It outlines her work experience including positions as a waitress, production operator, and production operator. It also lists her education qualifications including completing secondary school in electronic technique in 2009 and currently studying human resource management and talent management at Sena in Chia. Contact information is provided at the end.
The document provides a numbered list ranking the importance of factors to consider when looking for a job, with curriculum vitae, professional profile, and personality identified as the top three most important. It also includes a brief exercise to find synonyms for listed words related to applying for and obtaining a job, such as replacing "eye contact" with a synonym.
Mónica Viviana Feliciano Rojas has experience in customer service and sales from her work at Click Centro de servicios as a customer service assistant and her current role as an administrative assistant at the Superintendency of Industry and Trade. She is studying to become a Human Resource Management technologist and holds qualifications in administrative assistance, banking and insurance, and business education. Her goal is to continue learning and contributing value to her career and personal life.
The author visited the city of Melgar and enjoyed its great recreational park, warm weather, and favorite place called Piscilago where they had fun swimming in pools. They also visited the zoo, liked seeing tigers and birds, met locals and had a very good vacation, hoping to return to Melgar.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
How to Build a Module in Odoo 17 Using the Scaffold MethodCeline George
Odoo provides an option for creating a module by using a single line command. By using this command the user can make a whole structure of a module. It is very easy for a beginner to make a module. There is no need to make each file manually. This slide will show how to create a module using the scaffold method.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results.
Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment.
Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
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Find out more about ISO training and certification services
Training: ISO/IEC 27001 Information Security Management System - EN | PECB
ISO/IEC 42001 Artificial Intelligence Management System - EN | PECB
General Data Protection Regulation (GDPR) - Training Courses - EN | PECB
Webinars: https://pecb.com/webinars
Article: https://pecb.com/article
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How to Add Chatter in the odoo 17 ERP ModuleCeline George
In Odoo, the chatter is like a chat tool that helps you work together on records. You can leave notes and track things, making it easier to talk with your team and partners. Inside chatter, all communication history, activity, and changes will be displayed.
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BÀI TẬP BỔ TRỢ TIẾNG ANH 8 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2023-2024 (CÓ FI...
Unit 4 competencia 2
1. BEFORE START
Look at the pictures and identify each situation.
SAY IT AGAIN!
2. Listen the conversation between a caller and operator, then discuss about that
situation.
Ringing…
Operator: May I help you?
Caller: Hello?
Operator: Hello
Caller: I can ask you for my telephone service
Operator: You have the phone number already?
Caller: Yes, My phone number is 456792334
Operator: Directory assistance will be able to help
you. Wait a moment.
Caller: I´m so…. But… who is this? Hey!
2. Ringing…
Female operator: Hello, May I help you?
Caller: Hello, I'm calling because I want to make a claim for my telephone service,
my phone does not receive calls or text messages, and does not have on
internet....
Female Operator: Excuse me Sir, What is your name?
Caller: My name is Thomas Klein
Female Operator: Mr Thomas, It is important to pay your telephone service, when
you pay can re-call.
Caller: But I…
Female Operator: You remember that you spoke to Jane, was a pleasure to
serve…
Caller: I already pay…
PI PI PI PI
3. Complete the chart using bad or good customs for customer service according
to the listening.
WRITE IT UP
Good customs Bad customs
To Consider…
LET´S START
There are certain customer service skills that every employee must master if they are
forward-facing with customers.
1. Given the above situation, write different solutions to the complaint presented to
Mr. Thomas.
Go to other instances
__________________________________________________________________
__________________________________________________________________
3. __________________________________________________________________
__________________________________________________________________
2. Identify other situations where you have had to live experiences like Mr.
Thomas.
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
________________________________________________________________
TOCK, TALK!
3. Work in groups of three and try to find other solution to this situation!
4. KEEP UP READING!
4. Read the following article and identify new vocabulary.
GOOD CUSTOMER SERVICE
Good customer service is the lifeblood of any business. You can offer promotions and
slash prices to bring in as many new customers as you want, but unless you can get
some of those customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them
away happy - happy enough to pass positive feedback about your business along to
others, who may then try the product or service you offer for themselves and in their
turn become repeat customers.
If you're a good sales person, you can sell anything to anyone once. But it will be your
approach to customer service that determines whether or not you’ll ever be able to sell
that person anything else. The essence of good customer service is forming a
relationship with customers – a relationship that that individual customer feels that he
would like to pursue.
5. According to the text, write True or False. T F
a. Customer service is the provision of service to customers before,
during and after a purchase.
b. A customer service experience can change the entire perception
a customer has of the organization.
c. Customer service isn´t a series of activities designed to enhance
the level of customer satisfaction.
d. The essence of good customer service isn´t forming a relationship
with customers
6. Read the dialogue, Identify customer services expresions and then complete it.
5. The phone rings…
Receptionist: Greenwich hotel, my name is China. May I help you?
Secretary: Good morning, my name is Jane Mills and I need a room. Is it
necessary to make a reservation?
Receptionist: Yes, It´s necessary.
Secretary: Do you have any rooms available?
Receptionist: Yes, in this moment we have a penthouse
Secretary: But, What's the daily rate?
Receptionist: The daily rate is ….
Secretary: Is there air conditioning in the room?
Receptionist: Yes, of course
Secretary: I would like a single room
Receptionist: Ok, a single room…
Secretary: But, Is breakfast included in the price?
Receptionist: No, you must include our special room service.
Secretary: Could I see the room?
Receptionist: Yes, after you!
Secretary: OK, I'll take it, but I have one more question, Can I pay with
credit card?
…
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
6. TRAIN YOUR BRAIN
Modal verbs: We use mustn´t to express prohibition. You mustn´t touch these wires. (It´s
forbidden), also we use must to express a strong advice or necessity. You must brush your teeth
after meals.
Present tense Can Cannot Can´t
Past tense Could Could not Couldn´t
We use can or could to express possibility. They can electrocute themselves. (It´s
possible). “Could” is a formal expression.
7. Read the dialogue
Affirmative form Negative Form Contraction
Jane, the secretary arrives at the airport and meets with Mr. Sanchez, a
foreigner who wants to make an investment in other Company.
Jane: Excuse me… Are you Mr. Mr. Sánchez?
Mr. Sánchez: Yes, I am.
Jane: Good morning Mr. Mr. Sánchez. I am Jane Mills. I am Mr. Clinton secretary.
Pleased to meet you.
Mr. Sánchez: My pleasure.
Jane: Welcome to United States. How was your trip?
Mr. Sánchez: It´s was great, but I am tired.
Jane: Ok… Let´s take a taxi.
15 minutes later…
They arrive to the hotel and here Mr. Clinton is waiting for them.
Jane: Mr. Clinton, I´d like you to meet Mr. Sánchez from Colombia.
Mr. Clinton: How do you do?
Mr. Sánchez: How do you do?
7. Mr. Clinton: Welcome to United States Mr. Sánchez.
TO CONSIDER
8. Answer the following questions according to the dialogue and your life
experiences.
a. Why is it important to invest in other companies?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
b. What is the success of a company?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
c. Why is it important to provide good customer service?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
ABCs
Match the sentences and create a situation using the vocabulary
a. Pleased to meet you 1. Yes, I am.
b. Hi! How are you? 2. I live in Oxford St.
c. Are you Mr._______? 3. My pleasure.
d. Where do you live? 4. How do you do?
e. How do you do? 5. Fine thanks. And you?
8. 9. Complete the dialogue using customer services expressions
Mr. Sánchez arrives to the Hotel…
Mr. Sánchez: My room key please. Could you wake me up at 7 a.m.?
Receptionist: Yes, Sir
Mr. Sánchez: Where can I leave my valuables?
Receptionist: In our safe-cracking
Mr. Sánchez: Ah ok! What time do I have to check out?
Receptionist: Right now!
Mr. Sánchez: Ok, thank you!
When Mr. Sánchez arrives to the room…
Mr. Sánchez: Could someone bring some extra towels up to my room?
Housekeeper: Yes Sir, I will help you
Mr. Sánchez: Is there a laundry or dry-cleaning service?
Housekeeper: Yes, Sir.
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
WRITE UP!
10. Dealing with money…
a. Look at the people in the pictures. Where are they and what is the relationship
between them?
b. Look at the sentences in the first column of the table below. Which pictures does
each one relate to? Who do the say it to?
9. 3
4
1 2
Sentence Picture Who said it? Who did they say it to?
Is there a reduction for
students?
3 Customer Ticket seller
How would you like to pay,
sir?
How much do you want for
these?
How much will it cost
roughly?
You can have them both for
$60 how´s that?
It´s free for children under
twelve.
How much do I owe you?
I´d like to pay by credit card,
please.
It´s okay, you can keep the
change.
I´ll give you $18 for both of
them.
If you´d just like to sign
there, please.
TOCK, TALK!
Work in pairs. Choose one of the situations below and decide who you are going to
be. Spend a few minutes planning what you are going to say. Then act out a short
dialogue.
10. SAY IT AGAIN!
Listen the conversation and complete it.
James: Jane?
Jane: Hi, I have a ____________
James: You always have meetings. ____________________
Jane: Oh, Thank you.
James: ___________?
Jane: Ah no, _________________________. I really take a break.
James: My boss, Juana has meetings. Sometimes, like __________ meetings
____________. I´m ___________________________ . I do boring jobs.
James: Same jobs every day. __________________________, Tuesday is
Wednesday, it´s all the same to me. Same ________________________. I
__________ like my job.
TOCK, TALK!
In the following situations what you can provide good or bad customer service?
Utilities.
Call center.
Supermarket customer services.
A medical appointment.
Do you know other situations? Tell us about problematic situations where you have
not found a solution and customer service quality.
11. TRAIN YOUR BRAIN
Although we look at be able to here, it is not a modal verb. It is simply the verb be plus an
adjective (able) followed by the infinitive. We look at be able to here because we sometimes
use it instead of can and could.
We use be able to talk about ability, also Be able to is possible in all tenses, for example:
I was able to swim...
I have been able to drive...
She isn´t to able to ride a horse.
TO CONSIDER
If you had your company, how would the customer service that
you provide?
If one of your employees has bad customer service, what
would you do?
12. Read and try to solve this situation using ABCs.
I´m sorry you were transferred 12 times before
reaching us. The person who can handle your
emergency works in this department. She will be
right with you…as soon as she is back from
TO CONSIDER
vacation.
If I had had my own company, I would have offered an
excellent customer services…
Which advantages can you develop in your company
with a good customer services?
Hello, I need to talk with
Sarah Anderson; I need a
medical appointment
urgently.
13. TRAIN YOUR BRAIN
THIRD CONDITIONAL
With the third conditional we talk about the past. We talk about a condition in the past
that didnot happen. That is why there is no possibility for this condition. The third
conditional is also like a dream, but with no possibility of the dream coming true.
CONDITION RESULT
PAST PERFECT WOULD HAVE AND PAST PARTICIPLE
If Tara had been free yesterday I would have invited her.
If I'd passed my driving test, I would have bought a car.
If I had won the lottery, I would have bought a house
What would you have done if you had won the lottery?
Complete the sentences with the third conditional.
1. If I............................................ (know) the answer to the last question,
I..................(pass) the exam.
2. If you............................. (apply) for that job, you.............(get) it.
3. If I...................................... (hear) the weather forcast, I..................(take) my
umbrella with me.
4. If Peter.................................. (take) a map with him, he.........................(get lost).
5. If you.......................... (leave) earlier, you...................(arrive) on time.
6. We................... (get) there quicker, if we................................... (go) by train.
7. If I.............................. know) that you were going to cook dinner, I.............(buy) a
bottle of wine.
8. If the train............................ (be delayed), we.......................(can) go to the
cinema.
9. I......................... (go) to the beach yesterday, if it............................ (be) sunny.
10. If it............................. (be) warmer, I..................... (wear) my jacket.
14. CONSOLIDATION ACTIVITY
CREATE A COMPANY
1. In this last activity you have to create your own company website
Make groups of 3 people and design the website. All the info of the Company must
be in English
You must include all grammar topics & vocabulary of second competence. (Passive
and active voice).
2. The Company website has to include the following info and links:
Name of the company
Logo and slogan
Objectives
Mission
Vision
Products
Services
Publicity
Contact
FAQ
3. Be creative, use pictures and all the resources you consider.
Post the Website link on your Blog.