Scribd Logo
Upload

Welcome to Scribd!

  • Inglés I - Presentación Clase 12

    Uploaded by

    Malena Torrez
    6 views20 pages
    This document provides an overview of topics to be covered in English units 4 through 6, including: Unit 4 discusses describing products and services using past simple tense and giving research reports. Unit 5 covers company structure, asking questions, and welcoming visitors. Unit 6 focuses on customer service, comparisons, and making and dealing with complaints. The units provide guidance on grammar points and skills like describing products and services, asking questions, welcoming visitors, customer service best practices, making comparisons, and effectively addressing customer complaints. Examples and exercises are offered to help students practice these concepts.

    Original Description:

    Original Title

    Inglés i - Presentación Clase 12

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    This document provides an overview of topics to be covered in English units 4 through 6, including: Unit 4 discusses describing products and services using past simple tense and giving research reports. Unit 5 covers company structure, asking questions, and welcoming visitors. Unit 6 focuses on customer service, comparisons, and making and dealing with complaints. The units provide guidance on grammar points and skills like describing products and services, asking questions, welcoming visitors, customer service best practices, making comparisons, and effectively addressing customer complaints. Examples and exercises are offered to help students practice these concepts.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    6 views20 pages

    Inglés I - Presentación Clase 12

    Uploaded by

    Malena Torrez
    This document provides an overview of topics to be covered in English units 4 through 6, including: Unit 4 discusses describing products and services using past simple tense and giving research reports. Unit 5 covers company structure, asking questions, and welcoming visitors. Unit 6 focuses on customer service, comparisons, and making and dealing with complaints. The units provide guidance on grammar points and skills like describing products and services, asking questions, welcoming visitors, customer service best practices, making comparisons, and effectively addressing customer complaints. Examples and exercises are offered to help students practice these concepts.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 20

    REVISION

    (UNITS 4 TO 6)

    INGLÉS I
    PROF. CARINA GONZÁLEZ
    TODAY…
    • UNIT 4 “PRODUCTS AND SERVICES”

    • UNIT 5 “VISITORS”

    • UNIT 6 “CUSTOMER SERVICE”


    U4 “PRODUCTS AND
    SERVICES”
    DESCRIBING PRODUCTS AND SERVICES – PAST SIMPLE – GIVING A RESEARCH REPORT
    DESCRIBING PRODUCTS AND SERVICES

    ORIGINAL

    HIGH-
    POPULAR
    TECH

    CUSTOMERS
    WANT
    USER- GOOD
    FRIENDLY PRODUCTS / VALUE
    SERVICES TO
    BE…

    HIGH
    HELPFUL
    QUALITY

    RELIABLE
    PAST
    SIMPLE
    IRREGULAR VERB (LIST)
    PAST SIMPLE

    CLICK HERE
    GIVING A RESEARCH REPORT
    INTRODUCTION DEVELOPMENT CONCLUSION

    EXPLAINING THE PROCESS


    STATING AIMS • WE DID THIS BY (+ -ING) CONCLUDING
    • FIRST, WE CONTACTED/OFFERED THEM…
    • THEN, WE VISITED / INTERVIEWED / ASKED
    THEM…
    • FINALLY, WE…

    THE PURPOSE OF THIS RESEARCH WAS… OUR CONCLUSION IS THAT…


    REPORTING ON RESULTS
    • THEY SAID / THOUGH THAT…
    • WE FOUND THAT…
    • 75% / THE MAJORITY SAID THAT...
    WE WANTED TO FIND OUT… • OUR RESEARCH SHOWED THAT… WE RECOMMEND (+ -ING)
    U5 “VISITORS”
    COMPANY STRUCTURE – ASKING QUESTIONS – WELCOMING A VISITOR
    COMPANY STRUCTURE
    DEPARTMENT FUNCTION
    MANAGEMENT -
    SALES & MARKETING Generate money
    FINANCE Control spending
    PURCHASING Buy products
    ACCOUNTS Invoice customers and collect money
    PRODUCTION Manufacture products
    QUALITY CONTROL Check products
    LOGISTICS Dispatch and deliver products
    CUSTOMER SERVICE Resolve problems with customers
    HUMAN RESOURCES Recruit employees
    IT Maintain computer systems
    ASKING QUESTIONS

    WH + AUX + SUBJ + VERB? / VERB TO BE + SUBJ? AUX + SUBJ + VERB? / VERB TO BE + SUBJ?
    ASKING QUESTIONS

    CLICK HERE
    WELCOMING A VISITOR
    ARRIVING AT RECEPTION / SECURITY
    Can I see (some identification), Please, take a seat. (He’ll / She’ll) be
    I have an appointment with… Can you sign in, please?
    please? right there.

    MEETING YOUR VISITOR / HOST


    Thank you for Let’s go to (the
    Nice to meet you / Did you have a Did you have any Can I get you
    Sorry I’m late. coming / inviting meeting room). It’s
    see you (again). good trip? trouble finding us? (anything)?
    me. this way.

    USING THE FACILITIES


    Can I (print a
    This is / Here’s (the Help yourself to (tea There’s a (printer) just Do you need anything
    document) I just need…
    room). and biscuits). there. else?
    somewhere?
    U6 “CUSTOMER
    SERVICE”
    CUSTOMER SERVICE – COMPARISONS – MAKING AND DEALING WITH COMPLAINTS
    CUSTOMER SERVICE

    HAVE A
    QUERY
    OFFER A CUSTOMER
    SOLUTION LOYALTY
    MAKE A REPORT A EXPLAIN THE
    COMPLAINT PROBLEM ISSUE
    CUSTOMER CUSTOMER
    SERVICE SUPPORT
    GET
    FEEDBACK

    RESPONSE
    TIMES
    Compares
    two things

    COMPARATIVES
    AND
    SUPERLATIVES

    Compares
    3+ things
    (NOT) AS…AS Compares 2
    equal things
    COMPARATIVES AND AS … AS
    MAKING AND DEALING WITH COMPLAINTS
    DEALING WITH THE COMPLAINT
    ASKING ABOUT THE PROBLEM •I’ll look into it / deal with it right away.
    •How can I help you? •I’ll get back to you.
    •What can I do for you? •Let me check.
    •Can you give me more details? •We’ll send you …
    •What exactly is the problem? •We can offer you…
    •I’ll wait to hear from you.

    MAKING THE COMPLAINT SYMPATHIZING / APOLOGIZING


    •I’m sorry, but… / I’m afraid … •I’m very sorry about that.
    •(The machine) doesn’t work. •I do apologize.
    •There’s a problem with… •I’m sorry to hear that.
    •(It) still hasn’t arrived. •It’s our / my fault. I’m sorry.
    •I’m not very happy (about it). •I’m afraid we can’t…
    •I’d like (a refund / replacement). •We’re sorry for the inconvenience.
    ANY QUESTIONS?
    PROF. CARINA GONZÁLEZ

    You might also like