ESCOLA PROFISSIONAL DA

APRODAZ

Língua Inglesa de Atendimento

Pós- Venda

Useful Phrases and Vocabulary for Sale Service

Formador: Carlos Cunha

Formanda: Anabela Moniz

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
 ESCOLA PROFISSIONAL DA
APRODAZ

Língua Inglesa de Atendimento

Pós- Venda

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 inconvenience
caused

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 facility 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

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
 ESCOLA PROFISSIONAL DA
APRODAZ

Língua Inglesa de Atendimento

Pós- Venda
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

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
 ESCOLA PROFISSIONAL DA
APRODAZ

Língua Inglesa de Atendimento

Pós- Venda

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.”

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
 ESCOLA PROFISSIONAL DA
APRODAZ

Língua Inglesa de Atendimento

Pós- Venda

The following are examples of strategies you may

consider using with difficult Customers at the
phone
Remain Calm Yourself: Realize that in most situations the customer is likely angry at
the situation and not you.

Allow the Customer to Vent Their Frustration: Do this without interrupting. If you would
like to defuse the customer’s anger, try apologizing.

“I’m sorry you had to go through this. “

 “I can understand why that would be so upsetting.”

 Usually when you apologize, the customer’s anger is immediately dissipated. You may
feel uncomfortable for apologizing for something that you are not responsible for.
 However, keep in mind that you are apologizing on behalf of the facility not yourself.

Paraphrase the Problem: In your own words, paraphrase what the customer
is saying and feeling.
 Show you are truly sympathetic with the customer’s problem.

Resolve the Problem: In some circumstance you may not be able to resolve
the customers concern.
 Record the details and forward them to your supervisor for follow-up.

 This will assure that all that can be done will be…

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
 ESCOLA PROFISSIONAL DA
APRODAZ

Língua Inglesa de Atendimento

Pós- Venda

Face to face with customers

Before contact:
 Ensure your service areas are easy to find and
accessible.

 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 you
are 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 then
using 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.

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
 ESCOLA PROFISSIONAL DA
APRODAZ

Língua Inglesa de Atendimento

Pós- Venda

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.

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
 ESCOLA PROFISSIONAL DA
APRODAZ

Língua Inglesa de Atendimento

Pós- Venda

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…

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
 ESCOLA PROFISSIONAL DA
APRODAZ

Língua Inglesa de Atendimento

Pós- Venda
 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.

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
 ESCOLA PROFISSIONAL DA
APRODAZ

Língua Inglesa de Atendimento

Pós- Venda
 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.

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
 ESCOLA PROFISSIONAL DA
APRODAZ

Língua Inglesa de Atendimento

Pós- Venda

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

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com