Effective phoning
English February 10th, 2016
| Unhelpful way | Polite way |
| 1 Introduction | |
|
What do you want? What's your problem? I can't follow what you are saying. |
How can I help you? Could you share the problem? What seems to be the trouble? Could you please repeat the last sentences, I can't understand what you said? Sorry? I beg your pardon, is it okay to say that again? |
| 2 Assisting the customer | |
|
Tell me what you wanted again. Send me a copy of your receipt. |
Could you please repeat? Is it okay to say that again? Do you have a copy of your receipt on hand? Do you mind sending me a copy of your receipt? Is it possible to send me a copy of your receipt? |
| 3 Showing understanding | |
|
It's your problem, not ours. I think you are over-reacting. We hear this same comment from every customer. |
Can I add/pull in smb to the chat/conversation? Can I transfer you to smb? Not to worry, we'll sove you problem. It seems like the issue/problem might be on the user end/side. Could you please ... This seems to be a common issue people are having + (promise of action) |
| 4 Promising action | |
|
I'll ring you back some time next week. I'll have to ask the manager if I can do anything about it. I don't know how I can help you. |
Would you mind if I'll ring you back some time next week? It shouldn't be a problem, I'll just have to check/double check with my manager. Not to worry, I'll search for someone else who can help you. |
| 5 Closing the conversation | |
|
Anything else? Is that it? Hope you won't call us again with your problems. |
Have I missed anything? Is there anyting else to add? Can I just go over the items before we finish? Is there anything else I can help you with? Please let me know. Please let me know if anything else comes up. |
Personality traits
English February 2nd, 2016
Let's extend our vocabulary with words describing personality traits.
Positive
| decent | порядочный, приличный |
| diligent | прилежный, усердный |
| faithful | верный |
| fair | честный, справедливый |
| frank | откровенный |
| generous | великодушный, щедрый, благородный |
| good-natured | добродушный |
| honest | честный |
| industrious | работоспособный |
| just | справедливый |
| kind | добрый |
| modest | скромный |
| noble | благородный |
| persistent | упорный, настойчивый |
| polite | вежливый |
| punctual | пунктуальный |
| reasonable | благоразумный |
| reserved | сдержанный |
| resolute | твердый, решительный |
| strong-willed | волевой |
| smart | остроумный, находчивый; быстрый, проворный |
| tactful | тактичный |
| well-bred | благовоспитанный |
| wise | мудрый |
| witty | остроумный |
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