INGLÊS TÉCNICO UNIDADE 0358– LÍNGUA INGLESA – ATENDIMENTO NO SERVIÇO PÓS-VENDA
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Índice Introdução / Enquadramento................................................................................ 4 Complaining - introduction................................................................................... 6 Complaints book................................................................................................... 9 Example of a complaint form............................................................................. 10 Types of complaints - introduction......................................................................11 Complaining – video........................................................................................... 12 Types of customer complaints - examples..........................................................13 A Suggested Customer Complaint Procedure (face-to-face)...............................15 Types of clients – first impressions.....................................................................16 Types of clients – how to analyse and deal with eight difficult types of client....20 Difficult clients – video....................................................................................... 26 Complaining service – step-by-step....................................................................27 8 Steps to Squash a Customer's Complaint........................................................27 Written complaints – structure of a business letter............................................31 Business letters in English..................................................................................32 Written complaints – example of a complaint letter...........................................39 Complaint letter................................................................................................. 40 Written complaints – how to complain using e-mails..........................................42 Written complaints – example of a complaint e-mail..........................................43 Complaints – on the phone.................................................................................44 Complaints – on the phone - dialogues..............................................................47 Face to face complaints – some rules before starting.........................................48
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Body language................................................................................................... 48 Face to face complaints – dialogue: product-specific complaint.........................52 Idiomatic expressions – the most common business idioms..............................54 Anexos................................................................................................................ 67 Conversation questions...................................................................................... 68 Useful language – complaining...........................................................................69 Useful Language – Dealing with Complaints.......................................................70 Bibliografia......................................................................................................... 71
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Introdução / Enquadramento
Este manual de Língua Inglesa – unidade 0358 – atendimento no serviço pós-venda visa ilustrar e fundamentar a aquisição ou aperfeiçoamento de competências
técnicas
da
língua
inglesa
na
área
de
atendimento
ao
cliente/reclamações por parte dos formandos cujo intuito é aprofundar a sua aprendizagem na língua estrangeira. Desta forma, encontrarão respostas para as suas necessidades profissionais e, em simultâneo, aprenderão a comunicar em língua estrangeira de maneira adequada e o mais fluentemente possível. Assim sendo, o presente manual servirá de referência para a aquisição e desenvolvimento de conhecimentos em Inglês Técnico na área de Comércio, servindo as seguintes fichas (que poderão ser adaptadas consoante as necessidades do público-alvo), como exemplo da informação teórica e prática a ser ministrada nas sessões, o que permitirá um adequado desenvolvimento do perfil de proficiências proposto no referencial de competências-chave desta unidade.
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Referencial de Língua Inglesa – atendimento no serviço pósvenda – Unidade 0358
Objetivos
Adquirir
e
aplicar
vocabulário
específico
da
língua
inglesa,
na
comunicação verbal com clientes estrangeiros, no serviço pós-venda.
Conteúdos
Linguagem básica aplicada às diferentes fases da gestão de reclamações
Expressões idiomáticas
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Complaining - introduction
Try to answer the following questions before you start. 1. What is a complaint? _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _____________________________________________________ 2. Why do people complain? _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _____________________________________________________
3.
Is complaining the same as looking for a solution?
_________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _____________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _____________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _____________________________________________________
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Make a comment on the following poster.
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Is it correct to complain all the time about services and products? Why? Why not? Read the cartoon and then try to answer the question.
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Complaints book In Portugal, all public establishments have a complaints book. Not having one is against the law.
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Types of clients – first impressions PAIR WORK – translate and then analyse the following eight types of clients. Client 1
Client 2
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Client 3
Client 4
12
Client 5
Client 6
13
Client 7
Client 8
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Types of clients – how to analyse and deal with eight difficult types of client Read the document below. Underline important information.
The easiest way to sell someone is not figuring out what they
and
want but how they want it.
purchased my fair share of these
Whether
guides, ever so much in wide-eyed
a
customer
or
a
boss, learn to distinguish the 8 different types of clients and start closing immediately. By Kenyon Boltz In
lines” for international companies
the
tumultuous
art
of
salesmanship, there are hundreds of books,
lectures,
and
self-
actualization techniques occupying this vast realm. Many claim the “secret to success” lies bundled in this book versus the other contender boasting
cliché
fundamentals
allegories;
hidden
beneath
numerous pontificating chapters and exercises. Speaking
production
events,
I
have
excitement for the golden goose, the panacea
to
all
objections
and
glorious accolades from clients and the boss. However, there are few new approaches that can promise or guarantee. It is the basics: attitude, passion, drive, and knowledge. I gather this reference list from years of
experiences,
numerous
workshops, and colleague bantering improving upon the lengthy process of
developing
maintaining
new
loyalty
clients for
and
increased
sales goals. The current economic climate requires savvy awareness, increased
determination,
and
perseverance. from
an
extensive
background of 10 years in the “front-
Here is a list of eight types of clients/customers
and
advice
in
15
handling these personality types to
board. Please keep the context of
adapt your pitch, thus increasing
information
sales, office accolades, and getting
individual situation.
your
time
to
the
top
of
relative
to
your
the
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The Strong Need for Domination
Avoid the confrontation: this will ultimately, if not indefinitely, end in no
gain
and
lost
potential.
Depending on the context, an ally within
the
company,
such
as
partner, secretary, or other team member, may be ways to have your alternative perspectives reach this person on their own terms. Type Upon first interaction, either from new prospect or from a new lead,
Different from the security-driven
their trait is apparent: they are
type, they force the salesperson to
abrasive and defiant. The discussion
do all the work. The entire “dog-and-
is monopolized leaving small amount
pony show” does not sit well; they
of time to inform or to overcome
are neck deep in their own duties
objections. Information is rapid from
than to be concerned either with a
their impatience, tends to reaffirm
proposal or information toward a
their need of urgency, and interrupts
solution. Uncooperative in answering
when
alternative
questions, even closed-ended, they
perspectives. This situation can be
are a challenge to the salesperson
frustrating;
and the salesperson’s assertions.
one
introduces however,
because
of
their desire to be dominant, you can Solution: The significant key is being
use this to your advantage.
completely prepared not to waste Solution: Prepare
your
the customer’s time. Understanding
meetings/conversations with extra
they
information
point
something else, keep your pitch as
allowing you to stay in control. By
short as possible without losing any
asking more open-ended questions
of the important points to their
you will keep the person talking and
needs.
supporting
a
would
rather be doing
providing you with more information to the problem you need to solve. Since they tend to ask or to answer
be to draw the customer into a
little questions, be clear-minded to
dialogue of conversation from their
your objective. A good direction can
experiences relating to the product.
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Time is critical to them so if the
Their
current
supplier
might
be
product or service can save time or
cheaper, but calculate how much
workload, use this.
they lose if their orders are incorrect, late, or have no customer support,
The
“I Can Get It Cheaper Somewhere Else” Type
for example. The
I’m Everyone’s Salesman Type
Similar
to
the
popular
Friend,
type
in
constantly drawing you off track with their sheer humour and off-beat casualness, you fail and fall into their trap. Their main difference is the clever way they get you to drop always
your defences into providing lower
insisting they know somewhere else
pricing or additional service than
it is cheaper or they have a current
you would originally have offered to
supplier that provides a discount.
a
This
is
self
explanatory:
prospective
client.
Consider
it
ironic: you were sold when you were Solution: Early in my experiences, I
supposed to sell. And you lose out
usually shuffled this type deeper in
on your incentive for the sale.
my
pipeline,
understand
but
that
I
I
began
already
to
knew
Solution: Stick
to
business.
The
exactly how to proceed: let the
casual banter is always welcome;
product and objective data speak for
however, keep in mind what you are
itself.
trying to do and what they are trying
Get information before you start into
to do. Because of their nature, the
your product or pitch, especially the
innate ability to barter price with
price they believe, or can get it at.
promises of future orders, insist on
This is a classic “pay for what you
talking
about
the
get.” The more information they can
keeping
the
person
provide can lead you to research on
asking your own questions without
the competitor.
getting off track.
Display the true
products involved
and by
value they are getting with their
Remember, business is a two-way
current supplier versus the benefits
transaction.
from your prospective item.
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The Real Tough Buyer
Your personal attention is critical to their decision-making process. Never
The
true
competition
all
over-promise. The more you know
salespeople. They make you work for
about your product to combat his
their
information on your competitor’s,
business,
period.
for They
are
knowledgeable, discuss intelligently
the better you will close.
point for point your competition, and
Always remember, salesmanship is
breakdown your product with a pros-
an art. There is only so much that
and-cons formula.
can be taught. The resilient attitude, the unflinching confidence, and the
Solution: Their
drive
for
a
hard
intuition to your prospect’s needs
bargain can cut into your pricing
are the fundamentals and should
range but they are fair and logical in
never be forgotten. Take a moment
your efforts.
to think about some of your current
Being honest with the bargain and
clients or prospects and decide if
the follow-through is huge to them.
they do personify these traits.
Answer the questions in your own words. 1. Which of the previous is the most difficult type of client for you? Why? _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ ___________ 2. Did you ever have a difficult situation with a client? Which one? How did you react? _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ __________________
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Data / Date Normalmente não é abreviada. Ex: 13th November 1998; Thursday, 13 November 1998.
Títulos de cortesia
Os mais habituais são os seguintes: Mr ou Mr. – Senhor (Sr.) Mrs ou Mrs. – (Senhora (Srª.) Miss – Menina, senhora solteira Ms – usado para se dirigir a uma senhora quando se desconhece o seu estado civil. Messrs. – abreviatura de “Messieurs”, usado para se dirigir a uma pessoa coletiva (p. ex., uma firma comercial)
Saudação inicial / Salutation
Dear + surname – se o nome do destinatário é conhecido. Ex: Dear Mr Brown.
Corpo da carta / Body of the letter
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Neste caso, os critérios não são substancialmente diferentes dos usados no nosso país.
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Saudação final / Complimentary close
Se na saudação inicial o correspondente foi referido pelo apelido “Dear Mr Brown”, a saudação final costuma ser “Yours sincerely” ou “Yours truly”, nos EUA. Caso o correspondente não tenha sido referido pelo nome, usa-se “Yours faithfully”. Assinatura / Signature Para evitar quaisquer problemas de identificação, é habitual incluir o nome do remetente após a assinatura (abreviando ou não os nomes próprios, mas nunca o apelido), indicando-se também o respetivo título, eventualmente entre parêntesis.
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Modelo de uma carta comercial comum (The normal business letter)
Como se começam as cartas comerciais / How to begin commercial or business letters
Frases para abertura / Opening phrases
We have (I have) the pleasure to inform you that… We have (I have) pleasure in informing you that… We have (I have) the honour of advising you of the arrival of… We have (I have) the honour to send you… We are (I am) in receipt of your letter of the 22 nd and… We are (I am) in possession of your order of the 23 rd last. We beg (I beg) to give notice that… We would be (I would be) much obliged if you… We very much regret (I very much regret) that you are not able (you are unable) to send me… We are (I am) very pleased to inform you that… In reply to your letter of the 12th…, we (I) may say that… We are (I am) writing to ask if you will be able… Please accept our (my) apology for not answering sooner to your letter of 9th…, but… In compliance with the request contained in your telegram of the 5 th…, we have (I have) pleasure in sending you…
(…)
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Como se encerram as cartas comerciais / How to end commercial or business letters Fechos de cartas comerciais / Endings of commercial or business letters
We rely (I rely) on receiving your urgent reply, Yours… Awaiting your reply by return of post (by fax), Yours… Always at your disposal, Yours… Awaiting your instructions, Yours… Awaiting an early reply, Yours… Meanwhile please accept our (my) best thanks in advance and believe me, Yours… We (I) shall have the greatest pleasure in being of service to you, Yours… With our best thanks, Yours… We hope to hear from you and are Yours… With kind regards, Yours… In any case, please let me hear from you, Yours… Hoping to hear from you in the near future, Yours… With thanks, Yours… With compliments and regards, Yours…
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Written complaints – example of a complaint letter Below is a sample of complaint letter. You can use this outline to help you write a complaint letter but you may wish to vary it to fit your particular problem. [Your name] [Your address] [Email and/or phone] Dear Manager Re: COMPLAINT ABOUT [INSERT NAME OF PRODUCT OR SERVICE] PURCHASED AT [INSERT BUSINESS NAME] ON [INSERT DATE] State that you have a problem with goods or services bought from the business at a particular location and date and that you want the problem fixed. Explain the key details of the problem including when you discovered it and any other steps you’ve already taken to get it fixed, such as a telephone call or a visit to the store. Note who you spoke to and any results of your efforts. State that you have enclosed copies of relevant documents, such as a receipt of bank statement for proof of purchase. State the steps you want the business to take to fix the problem. State that you expect to hear from the business with a solution by [insert date or within 10 days]. Describe what you intend to do if the business fails to fix the problem—such as making a formal complaint to the ACCC or the consumer protection agency in your state or territory. List your business and after hours contact details. Yours sincerely [Your name]
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Enclosed: Copy of the receipt for [insert name of product or service] Complaint letter Below is an example of a possible finished letter using the complaint letter example (previous page).
Jane Brown 123 Street
[email protected]
1 January 2013 Dear Manager RE: COMPLAINT ABOUT FAULTY TELEVISION CABINET PURCHASED AT CABINET WORLD ON 15 DECEMBER 2012 I am unhappy with the quality of a television cabinet I bought at 5 Street on 15 December and I am writing to seek a replacement. The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with one half darker than the other. The cabinet was delivered on 30 December and I noticed this problem as soon as I unpacked it from the box. The cabinet is not of acceptable quality and does not match the sample cabinet I was shown in store. I would like you to replace it with one of the same quality and finish as the sample and arrange for return of the faulty cabinet at no cost. I have attached a photocopy of my receipt as proof of purchase.
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I would like to have this problem fixed quickly please. If I do not hear from you within 10 days, I will lodge a formal complaint with Consumer Affairs in my state. You can contact me on 1234 5678 during working hours or after hours on 123 456 789 to discuss this matter further. Yours sincerely, Jane Brown Enclosed: Copy of the receipt for television cabinet
Activity: Write a complaint letter. Complain about a broken microwave. _________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________ _________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________
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_________________________________________________________________________________ _________________________________________________________________________________ ____________________________________________________________
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Written complaints – how to complain using e-mails Study the following vocabulary.
Mr. Peters: 408-533-0875 Customer
Service
Representative: I'm
terribly
sorry
about
the
misunderstanding. We'll do our best to change this as quickly as possible. Mr. Peters: Thank you for your help in clearing this up.
Activities:
1. Translate the previous dialogue.
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2. Role-play it.
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Complaints – on the phone - dialogues Read the following conversation.
A: Thank you for calling LG Visa, this is Kelly speaking, how may I help you? B: Hello, my name is Toni and I want to dispute a charge on my statement. A: What is the amount of the charge? B: It was the purchase I made on the 12th of April for the amount of $288.00 A: Why are you disputing this charge? B: The seller promised to deliver the merchandise in 2 days but I never received the merchandise. I would like you to credit my account. A: For you to dispute your charge and for us to credit you account, you must write us a letter explaining what happened. B: OK, thank you. A: Thank you for calling LG Visa, have a wonderful day. Activity: now role-play it (and use your camera to record it if possible). Then, analyse your performance.
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Face to face complaints – some rules before starting
Analyse and make a comment on the following documents.
Body language Document 1
32
Document 2
33
Document 3
34
Document 4
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Face to face complaints – dialogue: product-specific complaint Role-play the following.
Unfortunately, mistakes sometimes happen. When this is the case, customer service representatives need to handle consumers' complaints. It's also important for customer service reps to gather information to help resolve the problem. The following short dialog provides some helpful phrases to deal with complaints: Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not satisfied with my new computer. I'm having a lot of problems. Customer Care Representative: What seems to be the problem? Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my word-processing software. Customer Care Representative: Did you read the instructions that came with the computer? Customer: Well, yes. But the troubleshooting section was no help. Customer Care Representative: What happened exactly?
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Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement. Customer Care Representative: How were you using the computer when you tried to connect to the Internet? Customer: I was trying to connect to the Internet! What kind of question is that?! Customer Care Representative: I understand you're upset, sir. I'm just trying to understand the problem. I'm afraid it's not our policy to replace computers because of glitches. Customer: I bought this computer with the software pre-loaded. I haven't touched anything. Customer Care Representative: We’re sorry that you’ve had a problem with this computer. Could you bring in your computer? I promise you we'll check the settings and get back to you immediately. Customer: OK, that will work for me. Customer Care Representative: Is there anything else I need to know about this that I haven’t thought to ask? Customer: No, I'd just like to be able to use my computer to connect to the Internet. Customer Care Representative: We'll do our best to get your computer working as soon as possible.
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Idiomatic expressions – the most common business idioms
1. In pairs, translate the idioms below. 2. Find, if possible, matches for those idioms in the Portuguese Language.
IDIOM
24/7
WHAT IT MEANS
24/7 means 24 hours a day, The convenience store on the seven days a week.
ASAP
a tough break
EXAMPLES
corner is open 24/7.
ASAP is an acronym for "as I need to finish these reports. My soon as possible."
boss needs them ASAP.
When something
It was a tough break for us when
unfortunate happens, it can Caroline quit. She was one of our
at stake
be called a tough break.
top performers.
At stake means at risk.
I'm a little nervous about giving this presentation. There's a lot at stake.
back to square
Back to square one means
Our programmers identified what
one
to start something over
they thought was the problem with
again.
the software. After working for several hours, it turns out that the problem isn't the problem they identified, so it looks like we're back to square one.
38
IDIOM
WHAT IT MEANS
EXAMPLES
back to the
Back to the drawing board
The prototype wasn't successful.
drawing board
means to start something
We have to go back to the drawing
over again.
board.
behind the scenes What happens in secret or
They make it look so effortless, but
not in front of the general
they do a lot of hard work and
public is said to happen
planning behind the scenes.
behind the scenes. big picture
Everything that is involved
Even though we all have very
with a particular situation is specific tasks to do, our manager called the big picture.
makes sure we don't lose sight of the big picture.
by the book
To do things by the book
There are a lot of regulatory
means to do things
industries that audit us on a
according to company
regular basis. It's important that we
policy or law. It means to
do everything by the book.
follow the rules 100%. call it a day
To call it a day means to
Well, John, it's 7:00 and I'm getting
decide to stop working for
hungry. How about we call it a day?
the day.
corner a market
To corner a market means
Apple has cornered the market on
to dominate a particular
mp3 players. They have a very
market.
large percentage of market shares.
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IDIOM
cut corners
WHAT IT MEANS
EXAMPLES
To cut corners means to
We don't cut corners on our luxury
take shortcuts and find an
products. They are all made to high
easier or cheaper way to do standards with materials of the something.
cut one's losses
highest quality.
If you stop doing something Advertising through that company that is unproductive and
was expensive and we didn't see
won't ever generate results, an increase in sales. So, we you cut your losses.
decided to cut our losses and stop doing business with them.
fifty-fifty
Fifty-fifty means something My business partner and I split is divided equally -- 50% for everything fifty-fifty. one person, 50% for the other person.
from the ground up
If you start a business, project, or something else from zero, you start it from
Bill Gates built Microsoft from the ground up.
the ground up. get/have foot in the door
To get or have your foot in the door means to take a low-level position with a company with the goal of eventually getting a better position with the same
My son just took a low-paying internship position with a large company. He was happy to get his foot in the door at a well-known, respected company.
company in the future.
get back in/into
To get back in/into the
Our company shuts down
the swing of
swing of things means to
operations for three weeks during
things
get used to doing
the holiday season. When I go back
40
IDIOM
WHAT IT MEANS
EXAMPLES
something after you have
to work in January, it's always
had a break from that
difficult to get back in the swing of
activity.
things.
get down to
To get down to business
Well, everyone's here, and I know
business
means to stop making small everyone is very busy. So, let's get talk and start talking about down to business and talk about serious topics related to
the proposal.
business.
get on the good
If someone likes you, you
side of
are on the good side of that birthdays and get them a card or person.
I always remember my co-workers’ small gift. I like to get on people's good side.
get something off To get something off the
We're very glad that the planning
the ground
ground means to start a
process is over. We're looking
project or business.
forward to getting the project off the ground.
give someone a
To give someone a pat on
The boss gave Brian a pat on the
pat on the back
the back means to tell
back for coming up with such a
someone that he or she did good idea. a good job.
give
To give something or
I can't believe she gave us the
something/someo someone the thumbs down thumbs down. I thought it was a ne the thumbs
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IDIOM
WHAT IT MEANS
EXAMPLES
down
means to deny approval.
great idea.
give
To give something or
They gave our new proposal the
something/someo someone the thumbs up
thumbs up. We're going out to
ne the thumbs up means to approve.
celebrate tonight.
go broke
To go broke means to go
There was too much competition
bankrupt or to lose all the
and their expenses were too high.
money a person or business They eventually went broke. had.
go down the drain When you waste or lose
He dropped out of college in his
something, it is said to go
third year and never continued his
down the drain.
studies. All of his hard work and money went down the drain.
go the extra mile
To go the extra mile means We go the extra mile for our to do more than what
customers. If someone is
people expect of you.
dissatisfied with a purchase, we refund their money and offer them a discount on their next purchase.
hands are tied
If you do not have any control over a situation, your hands are tied.
I would love to get you a job at my company, but my hands are tied. Management isn't hiring any additional employees this year.
have someone's
If you have a lot of work to do or a particularly difficult
She has to sell $35,000 worth of
42
IDIOM
work cut out
in a nutshell
in the black
in the red
WHAT IT MEANS assignment, you have your work cut out for you.
EXAMPLES
products by the end of the month. She has her work cut out for her.
In a nutshell means in a few In a nutshell, this book is about words.
how to motivate employees.
If a company is in the black, We didn't have a great year last it means that they are
year, but at least we're in the
making a profit.
black.
If a company is in the red, it When I started my own business, means that they are not
we were in the red for the first two
profitable and are operating years. We didn't see a profit until at a loss. lose-lose situation (also called a "nowin situation")
the third year.
A lose-lose situation is when It's a lose-lose situation. If they lay someone has to choose
off more workers, they'll get bad
between various options
press. If they don't lay off more
and all the options are bad. workers, they won't be able to compete.
nine-to-five
A nine-to-five is a job during She was tired of working a nine-tonormal working hours. The
five job, so she took her savings
term came into existence
and started a restaurant.
because many work days start at 9 AM and end at 5 PM.
no brainer
If a decision is really
Taking the new job was a no
obvious or really easy to
brainer. They offered me more
make, the decision is a no
money, a better schedule, and
43
IDIOM
WHAT IT MEANS
EXAMPLES
brainer.
more vacation days.
no strings
If something is given
They will let you try the product for
attached
without expecting anything free with no strings attached. If you in return, it is given with no don't like it, there is no pressure to strings attached.
buy it or give them anything in return.
not going to fly
If a solution isn't effective,
I don't think that idea's going to fly.
people say that it isn't going Let's keep generating ideas. to fly.
no time to lose
If there is no time to lose, it I told them I'd send the email by means that there is a lot of the end of the day and it's already pressure to complete
4:45. I need to get to work. There's
something quickly.
no time to lose.
off the top of
If someone says something I have no idea how many branches
one's head
off the top of his or her
they have. Off the top of my head,
head, it means that he or
I'd say about 20.
she gives a response without thinking about it for a long time or doing any research on the subject.
on a roll
If someone is on a roll, it
Our profits have been above our
means that he or she has
projected numbers for five months
had several successes in a
44
IDIOM
pink slip
WHAT IT MEANS
EXAMPLES
row.
in a row. We're really on a roll.
If someone gets the pink
They gave him the pink slip. He
slip, it means they have
wasn't performing very well.
been fired.
play hardball
To play hardball means to
He played hardball to get where he
be competitive in a cruel
is, so I would be careful what you
way and without showing
say and do around him.
mercy. Playing hardball means doing anything possible to win.
put the cart
To put the cart before the
They were trying to find investors
before the horse
horse means to do or think without even having a business about things in the wrong
plan. They were putting the cart
order.
before the horse.
read between the To read between the lines
He didn't say that he wants to
lines
means to understand
leave the company, but I can read
something that wasn't
between the lines. He's thinking of
communicated directly.
getting a new job.
Reading between the lines involves understanding what someone is implying or suggesting but not saying directly.
round-the-clock
If a company has round the We have round-the-clock clock service, it means they production at all our manufacturing
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IDIOM
WHAT IT MEANS
EXAMPLES
are open 24 hours a day.
facilities.
run/go around in
To run or go around in
I've made phone calls all day and
circles
circles means to do the
haven't made a single sale. I feel
same thing over and over
like I've been running around in
again without getting any
circles all day.
results.
safe bet
same boat
A safe bet means
It's a safe bet that smart phones
something that will
will be much more advanced in 10
probably happen.
years.
If people are in the same
We're all worried about losing our
difficult situation, they are
jobs. We're in the same boat.
in the same boat.
second nature
When someone learns how He's been a computer programmer to do something so well that for ten years. At this point, it appears that he or she
programming is second nature him.
was born knowing how to do it, we say that the activity is second nature to him or her.
see something
To see something through
I told my boss that I really wanted
through
means to do something
to see my current project through
until it is finished.
before taking another project.
To sever ties means to end
We had to sever ties with several of
sever ties
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IDIOM
WHAT IT MEANS
a relationship.
EXAMPLES
our suppliers due to late shipments.
shoot something
To shoot something down
It's best not to shoot ideas down
down
means to deny something,
during a brainstorming session.
such as a proposal or idea.
The goal is to generate ideas, not to criticize them.
sky's the limit
If there is no limit to the
With their commission structure,
possibilities of something,
the sky's the limit to what you can
people often say "the sky's make. the limit."
stand one's
If you stand your ground, it We tried to change the dress code,
ground
means that you will not
but Human Resources stood their
change your opinion or
ground.
position on an issue.
start off on the
To start off on the right foot We offered them a very generous
right foot
means to start something in price on their first order and a positive way.
everything shipped on time. We really started off on the right foot.
start off on the
To start off on the wrong
I just switched cable companies.
wrong foot
foot means to start
They overcharged me for the first
something in a negative
month's service. They really
way.
started off on the wrong foot.
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IDIOM
WHAT IT MEANS
EXAMPLES
talk someone into To talk someone into
I was hesitant to redesign our
something
something means to
website, but my employees talked
convince someone to do
me into it. I'm glad they did. The
something.
new site is much better than the previous one.
talk someone out To talk someone out of
I wanted to make a real estate
of something
investment, but my financial
something means to
convince someone not to do adviser talked me out of it. something.
think big
To think big means to have I'm not content with just opening high goals and big plans for one or two more stores. I'm the future.
thinking big -- I think we can open 10 more stores in the next five years.
think outside the
To think outside the box
Creating a completely new product
box
means think of creative
that no one has ever sold before is
solutions instead of
an example of thinking outside the
common ones. Thinking
box.
outside the box involves thinking of unconventional ideas.
throw in the towel To throw in the towel means I was trying to learn Portuguese, to quit.
but I got frustrated and threw in the towel.
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IDIOM
time's up
WHAT IT MEANS
EXAMPLES
Time's up means that the
I think his time's up as the CEO.
time for something or
They're going to replace him as
someone has ended.
soon as they find a suitable candidate.
under the table
Something done secretly
To avoid paying taxes, they paid
(and usually illegally) in the some of their employees under the business world is done
table.
under the table.
up in the air
If something is undecided, it We're looking for a test market is up in the air.
right now, but nothing has been decided yet. Everything's still up in the air.
upper hand
If someone has an
He was more experienced and well
advantage on someone
respected, so he had the upper
else, he or she has the
hand in the argument.
upper hand.
win-win situation
A win-win situation is a
We were happy to get the contract,
situation where everyone
and they were happy to get such a
involved gains something.
good price. It was a win-win situation.
49
Anexos
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Conversation questions The following information may help you. Study it.
• Have you ever received bad service in a restaurant? What happened? • Have you ever received bad service in a bank, post office or government department? How did you deal with it? • How would you describe the quality of customer service in your country? • Do you think it is a waste of time to make a complaint about service? • Which types of businesses do you think have the worst customer service? • What do you think are the best qualities for someone providing customer service? • What are the worst qualities? • What makes you annoyed when you are receiving a service? • How do you feel about automated call systems where you speak to a machine rather than a person? • How often do you make complaints about customer service? • Have you ever had to deal with a customer complaint? What happened? • What is the best way of resolving a customer complaint about service? • Do you think people who work in customer service need to receive special training? • What do you think it would be like working in a department that deals with complaints? Could you do a job like this? • Is there an organisation in your country that deals with consumer rights? • Which businesses in your country are known for good service? • Which businesses are known for bad service? • How can companies ensure they provide good service?
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• What is the level of customer service like in banks/ in fast food restaurants/ from phone companies/ from utilities/ from transport companies/ from airlines in your country? • How does customer service in your country compare to other countries you have been to? • Is the level of service in your country generally getting better or worse? • Have you ever written a complaint letter? What for? What was the result? • Have you ever demanded to speak to a manager or supervisor? • Have you ever made a telephone complaint? • What do you think is the most effective way of making a complaint? • What do you do if you receive bad service in a restaurant? • Has social networking made businesses more aware of the importance of good customer service? How?
Useful language – complaining Making the complaint • I’m ringing to complain about… • I’m sorry, but I’m not satisfied with… • Unfortunately, there’s a problem with… • I am very dissatisfied with the service I received Insisting • It really isn’t good enough • I’d like to know why… • I’d like an explanation for… Threatening • If you don’t replace the product, I’ll complain to the manager
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• If you can’t deliver on time, we’ll have to contact other suppliers
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Useful Language – Dealing with Complaints Showing understanding • I’m sorry to hard that • Yes, I see what you mean • I apologise for… • I understand your upset about Getting the facts • Could you give me some details, please? • •What happened exactly? • What seems to be the problem? Making Excuses • It’s not our policy to replace items • It’s not our fault that it hasn’t arrived • I’m afraid that’s not quite right • I’m sorry, there’s nothing I can do Promising action • Ok, I’ll look into it right away • I’ll check the details and get back to you
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Bibliografia
A. A. V. V., Business English, living language, for speakers of any language, New York, Random House Company, 2005 – CD-ROM. A. A. V. V., Cartas Comerciais em Inglês, Porto, Porto Editora, 1998. A.A.V.V., English Pro – Sales, Global Learning Systems, Medial Ediciones, s.l., s.d. A.A.V.V., Guia de Conversação – Inglês, Porto, Porto Editora, Abril de 2004 BLAKE, Gary, Quick Tips for Better Business Writing, New York, McGrawHill, Inc., 1995. DIGNEN, Bob, Communicating in Business English, New York, Compass Publishing, 2003. DIGNEN, Bob, Communicating in Business English, New York, Compass Publishing, 2003 – CD-ROM. FITIKIDES, T. J., Common Mistakes in English, Longman, Essex, 1936/2004 HOLLET, Vicki, Quick Work: A Short Course in Business English, Oxford, Oxford University Press.
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HOLLET, Vicki, Quick Work: A Short Course in Business English, Oxford, Oxford University Press – CD-ROM. HUGHES, John, Quick Work. Business English Course, Oxford University Press, Oxford, 2002/2005 JONES, Leo; ALEXANDER, Richard, New International Business English, Cambridge, Cambridge University Press, 2003. JONES, Leo; ALEXANDER, Richard, New International Business English, Cambridge, Cambridge University Press, 2003 – CD-ROM. MASCULL, Bill, Business Vocabulary in Use, Cambridge, Cambridge University Press, 2002. PELHAM, John, Essential Office English, Escolar Editora, Lisboa, 2005 ROBINSON, Catherine e Rowecamp, Jenise, Speaking Up at Work, Oxford, Oxford American English – Oxford University Press, 1985. SANTOS, A. N. e P. Santos, New Dictionaries of Idioms, Edições João Sá da Costa, Lisboa, 1998 SWAN, Michael, Practical English Usage, Oxford University Press, Oxford, 1980/2002 WRIGHT, Jon, Idioms Organiser – Organised by Metaphor, Topic and Key Word, Boston, Thomson Heinle, 1999
Outras pesquisas realizadas na internet a partir de: www.google.com e www.youtube.com
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