INGLÊS TÉCNICO

UNIDADE 0358– LÍNGUA INGLESA – ATENDIMENTO
NO SERVIÇO PÓS-VENDA

1

Índice

Introdução / Enquadramento................................................................................ 4

Complaining - introduction................................................................................... 6

Complaints book................................................................................................... 9

Example of a complaint form............................................................................. 10

Types of complaints - introduction......................................................................11

Complaining – video........................................................................................... 12

Types of customer complaints - examples..........................................................13

A Suggested Customer Complaint Procedure (face-to-face)...............................15

Types of clients – first impressions.....................................................................16

Types of clients – how to analyse and deal with eight difficult types of client....20

Difficult clients – video....................................................................................... 26

Complaining service – step-by-step....................................................................27

8 Steps to Squash a Customer's Complaint........................................................27

Written complaints – structure of a business letter............................................31

Business letters in English..................................................................................32

Written complaints – example of a complaint letter...........................................39

Complaint letter................................................................................................. 40

Written complaints – how to complain using e-mails..........................................42

Written complaints – example of a complaint e-mail..........................................43

Complaints – on the phone.................................................................................44

Complaints – on the phone - dialogues..............................................................47

Face to face complaints – some rules before starting.........................................48

2

Body language................................................................................................... 48

Face to face complaints – dialogue: product-specific complaint.........................52

Idiomatic expressions – the most common business idioms..............................54

Anexos................................................................................................................ 67

Conversation questions...................................................................................... 68

Useful language – complaining...........................................................................69

Useful Language – Dealing with Complaints.......................................................70

Bibliografia......................................................................................................... 71

3

Introdução / Enquadramento

Este manual de Língua Inglesa – unidade 0358 – atendimento no serviço
pós-venda visa ilustrar e fundamentar a aquisição ou aperfeiçoamento de
competências técnicas da língua inglesa na área de atendimento ao
cliente/reclamações por parte dos formandos cujo intuito é aprofundar a sua
aprendizagem na língua estrangeira. Desta forma, encontrarão respostas para
as suas necessidades profissionais e, em simultâneo, aprenderão a comunicar
em língua estrangeira de maneira adequada e o mais fluentemente possível.

Assim sendo, o presente manual servirá de referência para a aquisição e
desenvolvimento de conhecimentos em Inglês Técnico na área de Comércio,
servindo as seguintes fichas (que poderão ser adaptadas consoante as
necessidades do público-alvo), como exemplo da informação teórica e prática a
ser ministrada nas sessões, o que permitirá um adequado desenvolvimento do
perfil de proficiências proposto no referencial de competências-chave desta
unidade.

4

Referencial de Língua Inglesa – atendimento no serviço pós-
venda – Unidade 0358

Objetivos

 Adquirir e aplicar vocabulário específico da língua inglesa, na
comunicação verbal com clientes estrangeiros, no serviço pós-venda.

Conteúdos

 Linguagem básica aplicada às diferentes fases da gestão de reclamações

 Expressões idiomáticas

5

introduction Try to answer the following questions before you start.Complaining . What is a complaint? _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _____________________________________________________ 2. 1. Why do people complain? _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _____________________________________________________ 3. Is complaining the same as looking for a solution? _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _____________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _____________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _____________________________________________________ 6 .

Make a comment on the following poster. 7 .

8 .Is it correct to complain all the time about services and products? Why? Why not? Read the cartoon and then try to answer the question.

Complaints book In Portugal. 9 . Not having one is against the law. all public establishments have a complaints book.

10 .

Types of clients – first impressions PAIR WORK – translate and then analyse the following eight types of clients. Client 1 Client 2 11 .

Client 3 Client 4 12 .

Client 5 Client 6 13 .

Client 7 Client 8 14 .

learn to distinguish the panacea to all objections and 8 different types of clients and glorious accolades from clients and start closing immediately. and exercises. numerous pontificating chapters and increased determination. The current economic fundamentals hidden beneath climate requires savvy awareness. purchased my fair share of these Whether a customer or a guides. salesmanship. numerous actualization techniques occupying workshops. perseverance. However. sales goals. Underline important information. lectures. and colleague bantering this vast realm. and self- of experiences. ever so much in wide-eyed excitement for the golden goose.Types of clients – how to analyse and deal with eight difficult types of client Read the document below. Speaking from an extensive Here is a list of eight types of background of 10 years in the “front- clients/customers and advice in 15 . the boss. the boss. there are hundreds of I gather this reference list from years books. I have want but how they want it. It is the basics: attitude. The easiest way to sell someone is lines” for international companies not figuring out what they and production events. drive. there are few By Kenyon Boltz new approaches that can promise or guarantee. In the tumultuous art of passion. and knowledge. Many claim the improving upon the lengthy process “secret to success” lies bundled in of developing new clients and this book versus the other contender maintaining loyalty for increased boasting cliché allegories.

Please keep the context of adapt your pitch. and getting individual situation. office accolades. your time to the top of the 16 . thus increasing information relative to your sales.handling these personality types to board.

may be ways to have your alternative perspectives reach this person on their own terms. they perspectives. Different from the security-driven their trait is apparent: they are type. secretary. either from new prospect or from a new lead. By short as possible without losing any asking more open-ended questions of the important points to their you will keep the person talking and needs. The discussion do all the work. be clear-minded to dialogue of conversation from their your objective. Information is rapid from than to be concerned either with a their impatience. end in no gain and lost potential. The entire “dog-and- is monopolized leaving small amount pony show” does not sit well. however. or other team member. because of and the salesperson’s assertions. Uncooperative in answering when one introduces alternative questions. even closed-ended. they of time to inform or to overcome are neck deep in their own duties objections. an ally within the company. and interrupts solution. such as partner. they force the salesperson to abrasive and defiant. Solution: The significant key is being completely prepared not to waste Solution: Prepare your the customer’s time. keep your pitch as allowing you to stay in control. providing you with more information to the problem you need to solve. This situation can be are a challenge to the salesperson frustrating. you can use this to your advantage. 17 . tends to reaffirm proposal or information toward a their need of urgency. Since they tend to ask or to answer be to draw the customer into a little questions. Understanding meetings/conversations with extra they would rather be doing information supporting a point something else. if not indefinitely. A good direction can experiences relating to the product. Depending on the context. their desire to be dominant.The Strong Need for Domination Avoid the confrontation: this will ultimately. Type Upon first interaction.

And you lose out usually shuffled this type deeper in on your incentive for the sale. Salesman Type Similar to the popular type in constantly drawing you off track with their sheer humour and off-beat casualness. trying to do and what they are trying Get information before you start into to do. promises of future orders. Somewhere Else” Type The I’m Everyone’s Friend. keep in mind what you are itself.” The more information they can keeping the person involved by provide can lead you to research on asking your own questions without the competitor. Display the true getting off track. especially the innate ability to barter price with price they believe. or have no customer support. a prospective client. The “I Can Get It Cheaper for example. Their main difference is the clever way they get you to drop This is self explanatory: always your defences into providing lower insisting they know somewhere else pricing or additional service than it is cheaper or they have a current you would originally have offered to supplier that provides a discount. but calculate how much workload. 18 . The exactly how to proceed: let the casual banter is always welcome. Because of their nature. I supposed to sell. Consider it ironic: you were sold when you were Solution: Early in my experiences.Time is critical to them so if the Their current supplier might be product or service can save time or cheaper. from your prospective item. the your product or pitch. use this. product and objective data speak for however. they lose if their orders are incorrect. insist on This is a classic “pay for what you talking about the products and get. you fail and fall into their trap. late. or can get it at. my pipeline. value they are getting with their Remember. but I began to understand that I already knew Solution: Stick to business. business is a two-way current supplier versus the benefits transaction.

They are information on your competitor’s. they do personify these traits. Answer the questions in your own words. The more you know salespeople. The resilient attitude. salesmanship is breakdown your product with a pros. and the Solution: Their drive for a hard intuition to your prospect’s needs bargain can cut into your pricing are the fundamentals and should range but they are fair and logical in never be forgotten. Did you ever have a difficult situation with a client? Which one? How did you react? _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ __________________ 19 . knowledgeable. Take a moment your efforts. can be taught. and Always remember. an art. Which of the previous is the most difficult type of client for you? Why? _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ ___________ 2. 1. Never The true competition for all over-promise. They make you work for about your product to combat his their business. period. the unflinching confidence. There is only so much that and-cons formula. discuss intelligently the better you will close. point for point your competition.The Real Tough Buyer Your personal attention is critical to their decision-making process. to think about some of your current Being honest with the bargain and clients or prospects and decide if the follow-through is huge to them.

– (Senhora (Srª.) Miss – Menina. Ex: Dear Mr Brown. Corpo da carta / Body of the letter 20 . Thursday. usado para se dirigir a uma pessoa coletiva (p. senhora solteira Ms – usado para se dirigir a uma senhora quando se desconhece o seu estado civil. 13 November 1998.) Mrs ou Mrs. Messrs. – abreviatura de “Messieurs”.. ex. uma firma comercial) Saudação inicial / Salutation Dear + surname – se o nome do destinatário é conhecido.Data / Date Normalmente não é abreviada. Ex: 13th November 1998. – Senhor (Sr. Títulos de cortesia Os mais habituais são os seguintes: Mr ou Mr.

os critérios não são substancialmente diferentes dos usados no nosso país. Neste caso. 21 .

Assinatura / Signature Para evitar quaisquer problemas de identificação. usa-se “Yours faithfully”. 22 . a saudação final costuma ser “Yours sincerely” ou “Yours truly”. eventualmente entre parêntesis. nos EUA. Caso o correspondente não tenha sido referido pelo nome. indicando-se também o respetivo título.Saudação final / Complimentary close Se na saudação inicial o correspondente foi referido pelo apelido “Dear Mr Brown”. é habitual incluir o nome do remetente após a assinatura (abreviando ou não os nomes próprios. mas nunca o apelido).

we have (I have) pleasure in sending you… (…) 23 . Modelo de uma carta comercial comum (The normal business letter) Como se começam as cartas comerciais / How to begin commercial or business letters Frases para abertura / Opening phrases We have (I have) the pleasure to inform you that… We have (I have) pleasure in informing you that… We have (I have) the honour of advising you of the arrival of… We have (I have) the honour to send you… We are (I am) in receipt of your letter of the 22 nd and… We are (I am) in possession of your order of the 23 rd last. we (I) may say that… We are (I am) writing to ask if you will be able… Please accept our (my) apology for not answering sooner to your letter of 9th…. We beg (I beg) to give notice that… We would be (I would be) much obliged if you… We very much regret (I very much regret) that you are not able (you are unable) to send me… We are (I am) very pleased to inform you that… In reply to your letter of the 12th…. but… In compliance with the request contained in your telegram of the 5 th….

please let me hear from you. Yours… With compliments and regards. Yours… Awaiting your instructions. Yours… In any case. Yours… Hoping to hear from you in the near future. Yours… Always at your disposal.Como se encerram as cartas comerciais / How to end commercial or business letters Fechos de cartas comerciais / Endings of commercial or business letters We rely (I rely) on receiving your urgent reply. Yours… We (I) shall have the greatest pleasure in being of service to you. Yours… 24 . Yours… With our best thanks. Yours… With thanks. Yours… Awaiting your reply by return of post (by fax). Yours… Meanwhile please accept our (my) best thanks in advance and believe me. Yours… We hope to hear from you and are Yours… With kind regards. Yours… Awaiting an early reply.

State that you have enclosed copies of relevant documents. State the steps you want the business to take to fix the problem.Written complaints – example of a complaint letter Below is a sample of complaint letter. List your business and after hours contact details. Describe what you intend to do if the business fails to fix the problem—such as making a formal complaint to the ACCC or the consumer protection agency in your state or territory. State that you expect to hear from the business with a solution by [insert date or within 10 days]. Note who you spoke to and any results of your efforts. such as a telephone call or a visit to the store. such as a receipt of bank statement for proof of purchase. [Your name] [Your address] [Email and/or phone] Dear Manager Re: COMPLAINT ABOUT [INSERT NAME OF PRODUCT OR SERVICE] PURCHASED AT [INSERT BUSINESS NAME] ON [INSERT DATE] State that you have a problem with goods or services bought from the business at a particular location and date and that you want the problem fixed. Yours sincerely [Your name] 25 . Explain the key details of the problem including when you discovered it and any other steps you’ve already taken to get it fixed. You can use this outline to help you write a complaint letter but you may wish to vary it to fit your particular problem.

I have attached a photocopy of my receipt as proof of purchase. with one half darker than the other.Enclosed: Copy of the receipt for [insert name of product or service] Complaint letter Below is an example of a possible finished letter using the complaint letter example (previous page).com. Jane Brown 123 Street jane@brown.au 1 January 2013 Dear Manager RE: COMPLAINT ABOUT FAULTY TELEVISION CABINET PURCHASED AT CABINET WORLD ON 15 DECEMBER 2012 I am unhappy with the quality of a television cabinet I bought at 5 Street on 15 December and I am writing to seek a replacement. 26 . The cabinet is not of acceptable quality and does not match the sample cabinet I was shown in store. I would like you to replace it with one of the same quality and finish as the sample and arrange for return of the faulty cabinet at no cost. The cabinet was delivered on 30 December and I noticed this problem as soon as I unpacked it from the box. The cabinet doors do not open and shut properly and the stain on the cabinet is uneven.

If I do not hear from you within 10 days.I would like to have this problem fixed quickly please. Jane Brown Enclosed: Copy of the receipt for television cabinet Activity: Write a complaint letter. I will lodge a formal complaint with Consumer Affairs in my state. Yours sincerely. You can contact me on 1234 5678 during working hours or after hours on 123 456 789 to discuss this matter further. Complain about a broken microwave. _________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________ 27 .

_________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________ 28 .

Peters: Thank you for your help in clearing this up. Activities: 1. Peters: 408-533-0875 Customer Service Representative: I'm terribly sorry about the misunderstanding.Written complaints – how to complain using e-mails Study the following vocabulary. Translate the previous dialogue. We'll do our best to change this as quickly as possible. Mr. Mr. 29 .

2. Role-play it. 30 .

00 A: Why are you disputing this charge? B: The seller promised to deliver the merchandise in 2 days but I never received the merchandise. Then. A: Thank you for calling LG Visa. thank you. A: What is the amount of the charge? B: It was the purchase I made on the 12th of April for the amount of $288. you must write us a letter explaining what happened. Activity: now role-play it (and use your camera to record it if possible). B: OK. my name is Toni and I want to dispute a charge on my statement. 31 . A: Thank you for calling LG Visa. how may I help you? B: Hello. have a wonderful day.Complaints – on the phone . this is Kelly speaking. analyse your performance. A: For you to dispute your charge and for us to credit you account.dialogues Read the following conversation. I would like you to credit my account.

Face to face complaints – some rules before starting Analyse and make a comment on the following documents. Body language Document 1 32 .

Document 2 33 .

Document 3 34 .

Document 4 35 .

Customer Care Representative: What seems to be the problem? Customer: I'm having problems with my Internet connection.Face to face complaints – dialogue: product-specific complaint Role-play the following. I'm not satisfied with my new computer. as well as repeated crashes when I try to run my word-processing software. mistakes sometimes happen. Unfortunately. Customer Care Representative: Did you read the instructions that came with the computer? Customer: Well. Customer Care Representative: What happened exactly? 36 . But the troubleshooting section was no help. Unfortunately. I'm having a lot of problems. yes. I purchased a computer from your company last month. customer service representatives need to handle consumers' complaints. When this is the case. The following short dialog provides some helpful phrases to deal with complaints: Customer: Good morning. It's also important for customer service reps to gather information to help resolve the problem.

Customer: OK. Customer Care Representative: We’re sorry that you’ve had a problem with this computer. Customer Care Representative: Is there anything else I need to know about this that I haven’t thought to ask? Customer: No. Could you bring in your computer? I promise you we'll check the settings and get back to you immediately. I haven't touched anything. the Internet connection doesn't work. 37 . Customer: I bought this computer with the software pre-loaded. Customer Care Representative: We'll do our best to get your computer working as soon as possible. I'd just like to be able to use my computer to connect to the Internet. that will work for me. sir. I'm afraid it's not our policy to replace computers because of glitches. I'd like a replacement. I'm just trying to understand the problem. I think the modem is broken. Customer Care Representative: How were you using the computer when you tried to connect to the Internet? Customer: I was trying to connect to the Internet! What kind of question is that?! Customer Care Representative: I understand you're upset.Customer: Well.

it turns out that the problem isn't the problem they identified." boss needs them ASAP.Idiomatic expressions – the most common business idioms 1. 38 . In pairs. so it looks like we're back to square one. 2. There's a lot at stake. back to square Back to square one means Our programmers identified what one to start something over they thought was the problem with again. it can Caroline quit. Find. The convenience store on the seven days a week. matches for those idioms in the Portuguese Language. translate the idioms below. IDIOM WHAT IT MEANS EXAMPLES 24/7 24/7 means 24 hours a day. I'm a little nervous about giving this presentation. if possible. She was one of our be called a tough break. After working for several hours. ASAP ASAP is an acronym for "as I need to finish these reports. at stake At stake means at risk. top performers. My soon as possible. corner is open 24/7. the software. a tough break When something It was a tough break for us when unfortunate happens.

IDIOM WHAT IT MEANS EXAMPLES back to the Back to the drawing board The prototype wasn't successful. They have a very market. behind the scenes. 39 . our manager called the big picture. it's 7:00 and I'm getting decide to stop working for hungry. John. behind the scenes What happens in secret or They make it look so effortless. large percentage of market shares. It means to do everything by the book. board. makes sure we don't lose sight of the big picture. big picture Everything that is involved Even though we all have very with a particular situation is specific tasks to do. follow the rules 100%. corner a market To corner a market means Apple has cornered the market on to dominate a particular mp3 players. It's important that we policy or law. call it a day To call it a day means to Well. by the book To do things by the book There are a lot of regulatory means to do things industries that audit us on a according to company regular basis. How about we call it a day? the day. but not in front of the general they do a lot of hard work and public is said to happen planning behind the scenes. drawing board means to start something We have to go back to the drawing over again.

50% for the other person. When I go back 40 . They are all made to high easier or cheaper way to do standards with materials of the something. position with the same company in the future. highest quality. you start it from the ground up. from zero.50% for everything fifty-fifty. fifty-fifty Fifty-fifty means something My business partner and I split is divided equally -. decided to cut our losses and stop doing business with them. we you cut your losses. If you start a business. He was happy to get his company with the goal of foot in the door at a well-known. eventually getting a better respected company. get back in/into To get back in/into the Our company shuts down the swing of swing of things means to operations for three weeks during things get used to doing the holiday season. cut one's losses If you stop doing something Advertising through that company that is unproductive and was expensive and we didn't see won't ever generate results. from the ground Bill Gates built Microsoft from the project. an increase in sales. or something else up ground up. one person. To get or have your foot in get/have foot in My son just took a low-paying the door means to take a the door internship position with a large low-level position with a company.IDIOM WHAT IT MEANS EXAMPLES cut corners To cut corners means to We don't cut corners on our luxury take shortcuts and find an products. So.

and I know business means to stop making small everyone is very busy. everyone's here. you I always remember my co-workers’ side of are on the good side of that birthdays and get them a card or person. business. forward to getting the project off the ground. a good job. I thought it was a ne the thumbs 41 . get on the good If someone likes you. give To give something or I can't believe she gave us the something/someo someone the thumbs down thumbs down. get down to To get down to business Well.IDIOM WHAT IT MEANS EXAMPLES something after you have to work in January. it's always had a break from that difficult to get back in the swing of activity. things. give someone a To give someone a pat on The boss gave Brian a pat on the pat on the back the back means to tell back for coming up with such a someone that he or she did good idea. We're looking project or business. get something off To get something off the We're very glad that the planning the ground ground means to start a process is over. let's get talk and start talking about down to business and talk about serious topics related to the proposal. I like to get on people's good side. So. small gift.

had.000 worth of do or a particularly difficult 42 . go the extra mile To go the extra mile means We go the extra mile for our to do more than what customers. money a person or business They eventually went broke. it is said to go third year and never continued his down the drain. company. go broke To go broke means to go There was too much competition bankrupt or to lose all the and their expenses were too high. studies. give To give something or They gave our new proposal the something/someo someone the thumbs up thumbs up. If you do not have any hands are tied I would love to get you a job at my control over a situation. go down the drain When you waste or lose He dropped out of college in his something. we refund their money and offer them a discount on their next purchase. dissatisfied with a purchase. great idea. but my hands are tied. your hands are tied. If someone is people expect of you. We're going out to ne the thumbs up means to approve. If you have a lot of work to have someone's She has to sell $35. All of his hard work and money went down the drain. celebrate tonight.IDIOM WHAT IT MEANS EXAMPLES down means to deny approval. Management isn't hiring any additional employees this year.

If a company is in the black. If they lay lose-lose situation someone has to choose off more workers. They offered me more make. A lose-lose situation is when It's a lose-lose situation. it When I started my own business. you have your work cut out products by the end of the month. so she took her savings term came into existence and started a restaurant. work cut out for you. they won't be able to compete. workers. In a nutshell means in a few In a nutshell. the third year. in the red means that they are not we were in the red for the first two profitable and are operating years. She has her work cut out for her. no brainer If a decision is really Taking the new job was a no obvious or really easy to brainer. but at least we're in the making a profit. black. If a company is in the red. The five job. they'll get bad (also called a "no- between various options press.IDIOM WHAT IT MEANS EXAMPLES assignment. because many work days start at 9 AM and end at 5 PM. a better schedule. how to motivate employees. and 43 . If they don't lay off more win situation") and all the options are bad. nine-to-five A nine-to-five is a job during She was tired of working a nine-to- normal working hours. We didn't have a great year last in the black it means that they are year. this book is about in a nutshell words. We didn't see a profit until at a loss. the decision is a no money.

There's something quickly. on a roll If someone is on a roll. head. I need to get to work. to fly. it I told them I'd send the email by means that there is a lot of the end of the day and it's already pressure to complete 4:45. no time to lose If there is no time to lose. people say that it isn't going Let's keep generating ideas.IDIOM WHAT IT MEANS EXAMPLES brainer. I don't think that idea's going to fly. more vacation days. If you in return. there is no pressure to strings attached. Off the top of my head. she gives a response without thinking about it for a long time or doing any research on the subject. it is given with no don't like it. not going to fly If a solution isn't effective. off the top of If someone says something I have no idea how many branches one's head off the top of his or her they have. no strings If something is given They will let you try the product for attached without expecting anything free with no strings attached. it Our profits have been above our means that he or she has projected numbers for five months had several successes in a 44 . it means that he or I'd say about 20. no time to lose. buy it or give them anything in return.

it means they have wasn't performing very well. but I can read something that wasn't between the lines. He's thinking of communicated directly. Reading between the lines involves understanding what someone is implying or suggesting but not saying directly. before the horse. mercy. He slip. so I would be careful what you way and without showing say and do around him. put the cart To put the cart before the They were trying to find investors before the horse horse means to do or think without even having a business about things in the wrong plan. read between the To read between the lines He didn't say that he wants to lines means to understand leave the company. play hardball To play hardball means to He played hardball to get where he be competitive in a cruel is.IDIOM WHAT IT MEANS EXAMPLES row. been fired. getting a new job. They were putting the cart order. it means they production at all our manufacturing 45 . round-the-clock If a company has round the We have round-the-clock clock service. pink slip If someone gets the pink They gave him the pink slip. We're really on a roll. Playing hardball means doing anything possible to win. in a row.

I feel same thing over and over like I've been running around in again without getting any circles all day. results. years. safe bet A safe bet means It's a safe bet that smart phones something that will will be much more advanced in 10 probably happen. we say that the activity is second nature to him or her. they are jobs. sever ties To sever ties means to end We had to sever ties with several of 46 . see something To see something through I told my boss that I really wanted through means to do something to see my current project through until it is finished. second nature When someone learns how He's been a computer programmer to do something so well that for ten years. before taking another project. facilities. in the same boat. same boat If people are in the same We're all worried about losing our difficult situation. run/go around in To run or go around in I've made phone calls all day and circles circles means to do the haven't made a single sale. We're in the same boat.IDIOM WHAT IT MEANS EXAMPLES are open 24 hours a day. was born knowing how to do it. At this point. it appears that he or she programming is second nature him.

position on an issue. started off on the wrong foot. the limit. not to criticize them. sky's the limit If there is no limit to the With their commission structure. the sky's the limit to what you can people often say "the sky's make. They really way.IDIOM WHAT IT MEANS EXAMPLES a relationship." stand one's If you stand your ground. everything shipped on time. our suppliers due to late shipments. possibilities of something. such as a proposal or idea. start off on the To start off on the wrong I just switched cable companies. wrong foot foot means to start They overcharged me for the first something in a negative month's service. ground means that you will not but Human Resources stood their change your opinion or ground. The goal is to generate ideas. 47 . shoot something To shoot something down It's best not to shoot ideas down down means to deny something. We really started off on the right foot. it We tried to change the dress code. start off on the To start off on the right foot We offered them a very generous right foot means to start something in price on their first order and a positive way. during a brainstorming session.

but I got frustrated and threw in the towel. The something.IDIOM WHAT IT MEANS EXAMPLES talk someone into To talk someone into I was hesitant to redesign our something something means to website. but my employees talked convince someone to do me into it. to quit. I'm glad they did. think big To think big means to have I'm not content with just opening high goals and big plans for one or two more stores. 48 . outside the box involves thinking of unconventional ideas. Thinking box. talk someone out To talk someone out of I wanted to make a real estate of something something means to investment. throw in the towel To throw in the towel means I was trying to learn Portuguese. think outside the To think outside the box Creating a completely new product box means think of creative that no one has ever sold before is solutions instead of an example of thinking outside the common ones. new site is much better than the previous one. but my financial convince someone not to do adviser talked me out of it. I'm the future.I think we can open 10 more stores in the next five years. thinking big -. something.

49 . good price. he or she has the hand in the argument. up in the air If something is undecided. under the table Something done secretly To avoid paying taxes. so he had the upper else. it We're looking for a test market is up in the air. upper hand If someone has an He was more experienced and well advantage on someone respected. soon as they find a suitable candidate. they paid (and usually illegally) in the some of their employees under the business world is done table. Everything's still up in the air. right now. It was a win-win situation. upper hand. under the table. win-win situation A win-win situation is a We were happy to get the contract.IDIOM WHAT IT MEANS EXAMPLES time's up Time's up means that the I think his time's up as the CEO. but nothing has been decided yet. situation where everyone and they were happy to get such a involved gains something. time for something or They're going to replace him as someone has ended.

Anexos 50 .

• Have you ever received bad service in a restaurant? What happened? • Have you ever received bad service in a bank. post office or government department?  How did you deal with it? • How would you describe the quality of customer service in your country? • Do you think it is a waste of time to make a complaint about service? • Which types of businesses do you think have the worst customer service? • What do you think are the best qualities for someone providing customer service? • What are the worst qualities? • What makes you annoyed when you are receiving a service? • How do you feel about automated call systems where you speak to a machine rather than a person? • How often do you make complaints about customer service? • Have you ever had to deal with a customer complaint? What happened? • What is the best way of resolving a customer complaint about service? • Do you think people who work in customer service need to receive special training? • What do you think it would be like working in a department that deals with complaints?  Could you do a job like this? • Is there an organisation in your country that deals with consumer rights? • Which businesses in your country are known for good service? • Which businesses are known for bad service? • How can companies ensure they provide good service? 51 .Conversation questions The following information may help you. Study it.

there’s a problem with… • I am very dissatisfied with the service I received Insisting • It really isn’t good enough • I’d like to know why… • I’d like an explanation for… Threatening • If you don’t replace the product. I’ll complain to the manager 52 . but I’m not satisfied with… • Unfortunately.• What is the level of customer service like in banks/ in fast food restaurants/ from phone companies/ from utilities/ from transport companies/ from airlines in your country? • How does customer service in your country compare to other countries you have been to? • Is the level of service in your country generally getting better or worse? • Have you ever written a complaint letter? What for? What was the result? • Have you ever demanded to speak to a manager or supervisor? • Have you ever made a telephone complaint? • What do you think is the most effective way of making a complaint? • What do you do if you receive bad service in a restaurant? • Has social networking made businesses more aware of the importance of good customer service? How? Useful language – complaining Making the complaint • I’m ringing to complain about… • I’m sorry.

we’ll have to contact other suppliers 53 .• If you can’t deliver on time.

please? • •What happened exactly? • What seems to be the problem? Making Excuses • It’s not our policy to replace items • It’s not our fault that it hasn’t arrived • I’m afraid that’s not quite right • I’m sorry. I’ll look into it right away • I’ll check the details and get back to you 54 . there’s nothing I can do Promising action • Ok.Useful Language – Dealing with Complaints Showing understanding • I’m sorry to hard that • Yes. I see what you mean • I apologise for… • I understand your upset about Getting the facts • Could you give me some details.

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