Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua...

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ESCOLA PROFISSIONAL DA

APRODAZ

Língua Inglesa de Atendimento

Pós- Venda

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada

Telefone 296 285 461Fax 296 285 463

E-mail: [email protected]

Useful Phrases and Vocabulary for Sale Service

Formador: Carlos Cunha

Formanda: Anabela Moniz




APRODAZ


Pós- Venda



Telefone 296 285 461Fax 296 285 463


Complaint Management

Customer

Identifying the Problem: I´m 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 inconveniencecaused

Assistant

Confirming you have understood the client’s situation: I’m 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 you’ve tried to use the tracking facili ty on our website?

Serving your client by suggesting solutions: You will get the missing shipment

within 24 hours.

I’ll get back to you first thing tomorrow morning about compensation




APRODAZ


Pós- Venda



Telefone 296 285 461Fax 296 285 463


Helping your clients by confirming your commitments:Are we agreed that

you’ll fax me a copy of the invoice and I’ll send you the missing items today?

I’ll 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




APRODAZ


Pós- Venda



Telefone 296 285 461Fax 296 285 463


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 can’t resolve

something you aren’t 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

they’ll surprise you for asking for less than you initially thought you’d have to give— especially

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.”




APRODAZ


Pós- Venda



Telefone 296 285 461Fax 296 285 463


Face to face with customers

Before contact:

Ensure your service areas are easy to find andaccessible.

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 youare 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 thenusing 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.




APRODAZ


Pós- Venda



Telefone 296 285 461Fax 296 285 463


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.




APRODAZ


Pós- Venda



Telefone 296 285 461Fax 296 285 463


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…




APRODAZ


Pós- Venda



Telefone 296 285 461Fax 296 285 463


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

I’m 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.




APRODAZ


Pós- Venda



Telefone 296 285 461Fax 296 285 463


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 May I take your coat?

I’d like to introduce I really like the city.

You to Annie Would you carry for coffee or tea?

Nice to meet you

It’s nice to finally meet you face to face.




APRODAZ


Pós- Venda



Telefone 296 285 461Fax 296 285 463


Saying goodbye

Small talk questions

How was your flight from Bristol? We’ll be in contact by email as usual

And is this your first time in Brussels. Have a nice trip bye

I feel I know you already

Trabalho individual sobre Useful Phrases and Vocabulary for Sale Service da UFCD de Lingua...

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