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ESCOLA PROFISSIONAL

DA APRODAZ

Técnico Comercial

Useful phrases and vocabulary for


after sale service

Língua Inglesa – Formador: Carlos cunha


Atendimento pós-venda
Formanda: Fânia 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

Index
2

1. Complaining “client” ...................................................................................................................................................... 3


2. Complaint Management “assistant ................................................................................................................................. 4
3. Being helpful and nice .................................................................................................................................................... 6
4. Greetings and introduction.............................................................................................................................................. 6
5. Offering hospitality ......................................................................................................................................................... 6
6. Small Talk....................................................................................................................................................................... 7
7. Saying goodbye .............................................................................................................................................................. 7
8. How to ask politely when you don`t understand something ........................................................................................... 7
9. salutations ....................................................................................................................................................................... 8

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

Useful Phrases and Vocabulary for customer service

1. Complaining “client”
3

Identifying the problem

-I`m afraid (that) there is problem with…

-There appears /seems to be a mistake/mix-up…

-Unfortunately, we have a slight problem with…

Talking about consequences

-We expect you to cover these costs.

-We cannot accept this and will have to cancel our contract if it happens again.

-if you do not comply with the delivery terms as agreed in frame contract, we will be forced
to contact our lawyers.

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

2. Complaint Management “assistant


4

Confirming you have understood the client`s situation

-I`m sorry to hear that. / understand your situation.

-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

Helping your clients by confirming your commitments

-I`ll see it immediately and personally make sure you get compensation. 5

-Are we agreed that you`ll fax me a copy of the invoice and I`ll send you the missing items
today?

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 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

Good customer –oriented telephone technique starts with being courteous. This simply means
dealing with people in a respectful manner.
6

3. Being helpful and nice

-May I help you?

-Could you repeat that please?

-Would you like me to connect you?

-Thanks for your call.

4. Greetings and introduction

-Good morning you must be… I`m…

-It`s nice to finally meet your face to face

-Welcome to IGS

-I´d like to introduce you to …

- Nice to meet you, too

5. Offering hospitality
-May I take your coat?

-Would you care for coffee or tea?

- If you´d you like to take a seat


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

6. Small Talk
7

-Is this your first time in…

-How was your flight from …

-I feel I know you already

7. Saying goodbye
-Have a nice trip

-Bye

-So, we`ll be in …

-Thanks for coming in contact

-So long for now

-It was great to meet both of you

8. How to ask politely when you don`t understand something


- I`m sorry, but I didn't (quite) catch that/understand you exactly

- Could we go over that one more?

- Could you repeat that, please?

- Could you speak a bit more slowly, please?

- Could you speak up a bit, please?

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

9. Salutations
8
Here is an overview of standard salutations and closures used in letters and emails.

Letter Email

When you don`t Dear Sir or Madam/Dear Sirs Dear Sir or Madam/Dear Sir
Know the name Ladies and Gentlemen Hello

Yours faithfully (kind/Best) Regards


Sincerely (yours) Best wishes

When you know Dear Mr/Ms/Mrs Smith Dear /Hello Mr/Ms/Mrs Smith
The name Dear Mr and Mrs Smith Dear/Hello Mr and Mrs Smith
Dear Ms Black and Mr Smith Dear/Hello Ms Black and Mr Smith

Yours sincerely (Kind/Best) Regards


Sincerely (yours) All the best/Best

When you know Dear John Dear/Hello/Hi John


The person/people Dear Paul and Mary Hi Paul and Mary

Kind regards Best (wishes)/All the best


(With) best wishes Take care (AmE) / Cheers (BrE)

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

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