Business Lesson 7
TEXT 1: APOLOGISING FOR MISTAKES & CUSTOMER SERVICE IDIOMS
John has settled into his new work environment. Unfortunately, today he is experiencing his first customer complaint.
Let’s see if all of John’s training has done him well:
Customer: I am not happy with the quality of your product.
John: I understand your frustration madam; I am taking care of this problem immediately.
Customer: I had to travel all the way from Birmingham just to return it.
John: I apologise for the inconvenience. I’m sure I can take care of this for you in no time at all.
John has done very well. He has said all the right things, and has managed to keep his composure. However, the customer is very persistent.
Customer: Can you hurry up please? I don’t have all day.
John: I assure you that I’m trying my best and working as fast as I can.
Customer: I don’t have the patience to wait right now…
John: Your satisfaction is our top priority madam; would you like to have a seat whilst I process your return?
Customer: That sounds great, thank you, but how much longer will it take?
John is very patient and has used all of his new customer service knowledge to calm down a very unhappy customer.
Let’s see the outcome:
John: I am just finishing up right now. There you are madam, a full refund of £104.
Customer: Thank you very much, I do apologise for being rude earlier, I was very frustrated. When I purchase something, I expect to get my money’s worth.
John: I understand, and no need for an apology. Thank you for bringing this issue to our attention, we appreciate customer feedback about our products. Here is a coupon for 25% off of your next purchase because of the hassle.
Customer: Wow! Thank you very much John. I’m very satisfied now.
John: My pleasure madam; enjoy the rest of your day!
John handled the situation perfectly. Great work John. So you can see yhe importance of Customer Service in the work place.
TEXTE 2: UNSOLVABLE PROBLEMS / ANGRY CUSTOMERS / FOLLOWING UP
Due to his positive attitude and customer service expertise, John is promoted to Customer Service Manager.
On his first day as manager, he encounters his first unsolvable problem. The frustrated customer has entered the store with fire in her eyes and guns blazing.
Customer: I want to speak to a manager right now!
John: At your service madam, how may I help you today?
Customer: I have only been wearing this sweater for a short time and the colour has completely faded. Not to mention that it has shrunk a lot. I want a refund because I’m tired of the poor quality of your company’s products!
John: I understand you’re upset. The sweater is cashmere and therefore extremely delicate. Did you follow the washing instructions on the label?
Customer: I just put it into the washing machine with my other clothes.
John: Okay, I understand. However, cashmere needs to be dry-cleaned. A regular washing machine fades the colour and shrinks the fabric.
Customer: What are you telling me, that this is my fault?
John: Of course not madam, I’m only explaining the washing procedure. Unfortunately it’s not our policy to refund washed or worn items. However, I want to improve this experience for you. Can I offer you an exchange for the same sweater? This way you can enjoy the product you originally paid for and also stay within our company’s policy.
Customer: Yeah… That seems fair. Okay, I will accept the exchange. Thank you for your help.
John: No thank you needed, I’m glad I could be of service to you.
Thankfully, the customer was reasonable and accepted John’s suggestion. However, one important step still remains. John must follow up with the customer.
John: Hello, Mrs. Walker? This is John from Harrod’s. How has the new sweater been treating you?
Customer: John, hello! It’s great, thank you very much for the washing advice.
John: That’s great to hear, did you have any questions about the sweater, or maybe some washing instructions for other items?
Customer: No, thankfully I have learned to read instructions carefully. I appreciate you following up with me. And I look forward to seeing you again soon at Harrod’s.
John: Likewise Mrs. Walker, have a great weekend!
Customer: You too John! Take care.
Vocabulary List of TEXT 1
|customer service||la atención al cliente|
|an idiom||una expresión idiomática|
|the work environment||el entorno laboral|
|the inconvenience||la molestia|
|the outcome||el resultado|
|a full refund||un reembolso completo|
|the hassle||los problemas, la molestia|
|to apologise for||pedir disculpas por|
|to settle into a new job||establecerse en un nuevo trabajo|
|to experience something||experimentar algo|
|it did him well||le vino bien|
|to return an item||devolver un artículo|
|to keep one’s composure||mantener la compostura|
|to hurry up||darse prisa|
|to not have all day||no tener todo el día|
|to try one’s best||hacer lo mejor que se pueda|
|to process a return||hacer la devolución|
|to calm someone down||calmar a alguien|
|to finish up||acabar con algo|
|to bring an issue to someone’s attention||exponer un problema|
|to handle a situation well||manejar bien una situación|
|right now||ahora mismo|
Vocabulary List of TEXT 2
|expertise||la pericia, la experiencia|
|a manager||un director, un administrador|
|washing instructions||instrucciones de lavado|
|on the label||en la etiqueta|
|washed or worn items||artículos lavados o llevados/ya puestos|
|an exchange for||un intercambio / un cambio|
|to be promoted||promover, ascender en su carrera|
|to encounter||encontrarse con|
|with her eyes in fire and guns blazing||con fuego en los ojos y las navajas afiladas / con los ojos en sangre|
|to wear a sweater||llevar un jersey|
|to be dry-cleaned||limpiar en seco|
|to fade the colour||desteñir el color|
|to shrink the fabric||contraer el tejido, la tela|
|to follow up with the customer||hacer un seguimiento al cliente|
|due to||debido a|
|thankfully||afortunadamente, por suerte|