ESCOLA PROFISSIONAL DA APRODAZ

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ESCOLA PROFISSIONAL DA APRODAZ Rua dos Mercadores n 76, 9500-092 Ponta Delgada Telefone 296 285 461 Fax 296 285 463 E-mail: geral@aprodaz.com

ESCOLA PROFISSIONAL DA APRODAZ

Useful phrases and vocabulary for after sale service customer

Asking for the details of the problem Confirming you have understood the clients situation Helping your clients by confirming your commitments Offering apologies Referring to future action Serving your client by suggesting solutions Talking about consequences Identifying the problem ()

COMPLAINT management
Asking for the details of the problem
Could you tell me exactly which item was damaged? May I ask if youve tried to use the tracking facility on our website?

Confirming you have understood the clients situation

Im sorry to heart that. / I understand your situation. I realize this must be frustrating for you.

ESCOLA PROFISSIONAL DA APRODAZ Rua dos Mercadores n 76, 9500-092 Ponta Delgada Telefone 296 285 461 Fax 296 285 463 E-mail: geral@aprodaz.com

ESCOLA PROFISSIONAL DA APRODAZ

Helping your clients by confirming your commitments

Ill see to it immediately and personally make sure you get compensation. Are we agreed that youll fax me a copy of the invoice and Ill send you the missing items today

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 cost/ reimburse you / arrange for a new shipment As a sign of goodwill, I would like to offer.

Serving your client by suggesting solution

You will get the missing shipment within 24 hours Ill get back to you first thing tomorrow morning about compensation

ESCOLA PROFISSIONAL DA APRODAZ Rua dos Mercadores n 76, 9500-092 Ponta Delgada Telefone 296 285 461 Fax 296 285 463 E-mail: geral@aprodaz.com

ESCOLA PROFISSIONAL DA APRODAZ

Complaining

Identifying the problem

Im afraid (that) there is a problem with There appears / seems to be a mistake/ mix-up Unfortunately, we have a slight problem with One of the pieces had faults!

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 If you do not comply with the delivery terms as agreed in our frame contract, we will be forced to contact our lawyers.

ESCOLA PROFISSIONAL DA APRODAZ Rua dos Mercadores n 76, 9500-092 Ponta Delgada Telefone 296 285 461 Fax 296 285 463 E-mail: geral@aprodaz.com

ESCOLA PROFISSIONAL DA APRODAZ

Useful Phrases and Vocabulary For Customer Service

Before sale service:

Good morning, you must be Its nice to finally meet you face to face. Id like to introduce you to How was your flight from May I take your coat? If youd like to take seat Would you care for coffee or tea? Thanks so much for a good meeting. Thanks for coming. So, well be in contact by email. Have a nice tripe

ESCOLA PROFISSIONAL DA APRODAZ Rua dos Mercadores n 76, 9500-092 Ponta Delgada Telefone 296 285 461 Fax 296 285 463 E-mail: geral@aprodaz.com

ESCOLA PROFISSIONAL DA APRODAZ

Salutations and closes used In letters and emails

Letters When you dont know the name
Dear Sir or Madam/Dear Sir Ladies and Gentlemen Your faithfully Sincerely (yours)

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When you know the name: Dear Mr./Mrs. Smith Dear Mr. and Mrs. Smith Dear Ms Black and Mr. Smith ---------------------------------------------------- Yours sincerely (BrE) Sincerely (yours) (AmE)

When you know the person /people well: Dear John Dear Paul and Mary

ESCOLA PROFISSIONAL DA APRODAZ Rua dos Mercadores n 76, 9500-092 Ponta Delgada Telefone 296 285 461 Fax 296 285 463 E-mail: geral@aprodaz.com

ESCOLA PROFISSIONAL DA APRODAZ

Emails
When you dont know the name: Dear Sir or Madam/ Dear Sirs Hello

ESCOLA PROFISSIONAL DA APRODAZ Rua dos Mercadores n 76, 9500-092 Ponta Delgada Telefone 296 285 461 Fax 296 285 463 E-mail: geral@aprodaz.com