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.


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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