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 |