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8/6/2019 Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua Inglesa-Atendimento P…
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ESCOLA PROFISSIONAL DA
APRODAZ
Língua Inglesa de Atendimento
Pós- Venda
ESCOLA PROFISSIONAL DA APRODAZ
Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: [email protected]
Useful Phrases and Vocabulary for Sale Service
Formador: Carlos Cunha
Formanda: Anabela Moniz
8/6/2019 Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua Inglesa-Atendimento P…
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ESCOLA PROFISSIONAL DA
APRODAZ
Língua Inglesa de Atendimento
Pós- Venda
ESCOLA PROFISSIONAL DA APRODAZ
Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: [email protected]
Complaint Management
Customer
Identifying the Problem: I´m afraid there is a problem whit…
Unfortunately, we have a slight problem whit…
One of the pieces had faults!
Talking about consequences : We expect you to cover these costs; We cannot accept this and will have to cancel;
We expect compensation for the inconveniencecaused
Assistant
Confirming you have understood the client’s situation: I’m sorry to hear that;
I realize this must be
frustrating for you
Asking for the details of the problem: Could you tell me exactly which item was
damaged?
May I ask if you’ve tried to use the tracking facili ty on our website?
Serving your client by suggesting solutions: You will get the missing shipment
within 24 hours.
I’ll get back to you first thing tomorrow morning about compensation
8/6/2019 Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua Inglesa-Atendimento P…
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ESCOLA PROFISSIONAL DA
APRODAZ
Língua Inglesa de Atendimento
Pós- Venda
ESCOLA PROFISSIONAL DA APRODAZ
Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: [email protected]
Helping your clients by confirming your commitments:Are we agreed that
you’ll fax me a copy of the invoice and I’ll send you the missing items today?
I’ll see to it immediately and personally make sure you get compensation
Offering apologies: Please accept my apologies for… Please be assured that we are doing everything…
I (very much) regret the inconvenience we have caused
Referring to future action: We will, of course, cover the extra costs/reimburse
you/arrange for a new shipment… As a sign of goodwill, I would like to offer
8/6/2019 Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua Inglesa-Atendimento P…
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ESCOLA PROFISSIONAL DA
APRODAZ
Língua Inglesa de Atendimento
Pós- Venda
ESCOLA PROFISSIONAL DA APRODAZ
Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: [email protected]
Customers Complaints
Listen to the customer, and do not interrupt them. They need to tell their story
and feel that they have been heard.
Thank the customer for bringing the problem to your attention. You can’t resolve
something you aren’t completely aware of, or may be making faulty assumptions about.
Sincerely convey to the customer your apology for the way the situation has made
them feel. This is not the time for preachy reasons, justifications or excuses; you must apologize.
Determine what the customer is seeking as a solution. Ask them; often
they’ll surprise you for asking for less than you initially thought you’d have to give— especially
when they perceive your apology and intention is genuinely sincere.
Seek to agree on the solution that will resolve the situation to their
satisfaction. Your best intentions can miss the mark completely if you still fail to deliver what the
customer wants.
Act on the solution with a sense of urgency. Customers will often respond
more positively to your focus on helping them immediately versus than on the solution itself.
Follow-up to ensure the customer is completely satisfied, especially when you have
had to enlist the help of others for the solution delivery. Everything up to this point will be for
naught if the customer feels that “out of sight is out of mind.”
8/6/2019 Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua Inglesa-Atendimento P…
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ESCOLA PROFISSIONAL DA
APRODAZ
Língua Inglesa de Atendimento
Pós- Venda
ESCOLA PROFISSIONAL DA APRODAZ
Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: [email protected]
Face to face with customers
Before contact:
Ensure your service areas are easy to find andaccessible.
Ensure areas are attractive, clean and well maintained.
First contact: Ensure customers can readily identify and find your staff.
Always have fully trained, competent staff available to deal with customers in a responsive manner.
Ensure the sequence customers are dealt with is prompt and fair through suitable queuing arrangements.
Acknowledge customers that are waiting, while still giving priority to the customer with whom youare dealing.
Make sure staffs are tidy and dressed appropriately.
Dealing with the customer Be responsive to customers, flexible in your dealings and treat them all as individually important.
Personalise your dealings with the customer by introducing yourself and asking for and thenusing their name.
Always deal in a genuinely friendly and courteous manner.
Show an attentive interest in the customer by asking questions and listening to their requirements.
Follow-up Where follow-up action is required, make sure you clearly summarise to the customer what happens
next:
What you will do.
8/6/2019 Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua Inglesa-Atendimento P…
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ESCOLA PROFISSIONAL DA
APRODAZ
Língua Inglesa de Atendimento
Pós- Venda
ESCOLA PROFISSIONAL DA APRODAZ
Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: [email protected]
Dealing with Complaints
Acknowledging receipt of a complaint letter
Thank you for your letter of… regarding/ concerning/ in connection with…
I refer to your letter of… about/ relating to…
Accepting a Complaint
Apology for the error or fault
We sincerely apologies for…
I would like to apologise for the error made by our company in.
Accepting the complaint
We agree that the usual high standards of our products/ services were not met in this instance.
8/6/2019 Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua Inglesa-Atendimento P…
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ESCOLA PROFISSIONAL DA
APRODAZ
Língua Inglesa de Atendimento
Pós- Venda
ESCOLA PROFISSIONAL DA APRODAZ
Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: [email protected]
A short explanation of the fault
As a result of our investigation, we found that … investigation to be made
We are currently investigating the case of…
We will investigate the cause of…
Continue …
Rejecting a Complaint
Regret at dissatisfaction
While we can understand your frustration … We understand how disappointing it can be when your expectations are not met.
Rejecting responsibility for the problem leading to the complaint
I am afraid that…
Unfortunately, I must point out that…
Reasons for the rejection
This is because the guarantee period has expired. This is due to the fact that the guarantee period has expired.
Proposal to settle the difficulty
As a gesture of our regret, we are prepared to…/we would like to…
8/6/2019 Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua Inglesa-Atendimento P…
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ESCOLA PROFISSIONAL DA
APRODAZ
Língua Inglesa de Atendimento
Pós- Venda
ESCOLA PROFISSIONAL DA APRODAZ
Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: [email protected]
To show goodwill, we will
An offer to take goods back, make a replacement, give a discount etc.
We have dispatched the new items by express courier. They should arrive by Monday.
To show our goodwill, we would like to offer you a 5% discount on your next order.
If a third party (another person or organization) is to blame, direct the complaint to that party
We therefore suggest that you contact…
A concluding paragraph aiming at retaining the goodwill of the customer
We look forward to receiving your further orders, and assure you that they will be filled
correctly/ promptly…
Customers
Making Complaint
I’m writing to you to complain about…
I am writing in reference to the above order. Unfortunately…
Talking about consequences
We expect you to cover these costs.
We expect compensation for the inconvenience caused.
We cannot accept this and will have to cancel our contract if it happens again.
8/6/2019 Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua Inglesa-Atendimento P…
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ESCOLA PROFISSIONAL DA
APRODAZ
Língua Inglesa de Atendimento
Pós- Venda
ESCOLA PROFISSIONAL DA APRODAZ
Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: [email protected]
If you do not comply with the delivery terms as agreed in our frame contract, we will be
forced to contact our lawyers.
Continue…
Assistant
Offering apologies
Please accept my apologies for…
Please be assured that we are doing everything…
I (very much) regret the inconvenience we have caused.
Referring to future action
We will, of course, cover the extra costs/reimburse you/arrange for a new shipment…
As a sign of goodwill, I would like to offer…
Greetings and introduction Offering hospitality
Welcome to IGS May I take your coat?
I’d like to introduce I really like the city.
You to Annie Would you carry for coffee or tea?
Nice to meet you
It’s nice to finally meet you face to face.
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ESCOLA PROFISSIONAL DA
APRODAZ
Língua Inglesa de Atendimento
Pós- Venda
ESCOLA PROFISSIONAL DA APRODAZ
Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: [email protected]
Saying goodbye
Small talk questions
How was your flight from Bristol? We’ll be in contact by email as usual
And is this your first time in Brussels. Have a nice trip bye
I feel I know you already