ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda

Useful Phrases and Vocabulary for Sale Service

Formador: Carlos Cunha Formanda: Anabela Moniz

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

ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda

Complaint Management
Customer
Identifying the Problem: Im 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 inconvenience caused

Assistant
Confirming you have understood the clients situation: Im 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 youve tried to use the tracking facility on our website?

Serving your client by suggesting solutions: 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 461Fax 296 285 463 E-mail: geral@aprodaz.com

ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda Helping your clients by confirming your commitments: Are we agreed that
youll fax me a copy of the invoice and Ill send you the missing items today? Ill 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

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

ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda

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 cant resolve something you arent 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 theyll surprise you for asking for less than you initially thought youd have to giveespecially 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.

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

ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda

The following are examples of strategies you may consider using with difficult Customers at the phone
Remain Calm Yourself: Realize that in most situations the customer is likely angry at
the situation and not you.

Allow the Customer to Vent Their Frustration: Do this without interrupting. If you would
like to defuse the customers anger, try apologizing. Im sorry you had to go through this.

I can understand why that would be so upsetting.

Usually when you apologize, the customers anger is immediately dissipated. You may feel uncomfortable for apologizing for something that you are not responsible for. However, keep in mind that you are apologizing on behalf of the facility not yourself.

Paraphrase the Problem: In your own words, paraphrase what the customer
is saying and feeling. Show you are truly sympathetic with the customers problem.

Resolve the Problem: In some circumstance you may not be able to resolve
the customers concern. Record the details and forward them to your supervisor for follow-up. This will assure that all that can be done will be

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

ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda

Face to face with customers

Before contact:
Ensure your service areas are easy to find and accessible. 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 you are 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 then using 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.

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

ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda

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.

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

ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda

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

ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda

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

ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda

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 Id like to introduce You to Annie Nice to meet you Its nice to finally meet you face to face.
ESCOLA PROFISSIONAL DA APRODAZ Rua dos Mercadores n 76, 9500-092 Ponta Delgada Telefone 296 285 461Fax 296 285 463 E-mail: geral@aprodaz.com

May I take your coat? I really like the city. Would you carry for coffee or tea?

ESCOLA PROFISSIONAL DA APRODAZ

Lngua Inglesa de Atendimento Ps- Venda

Saying goodbye Small talk questions

How was your flight from Bristol? And is this your first time in Brussels. I feel I know you already Well be in contact by email as usual Have a nice trip bye

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