EXPOSITION - PPT - CUSTOMER SERVICE

FAXES - 7

Faxes - 7

To understand this first united you will need to know this words:

• Fax number: The telephone number or code that is connected to the fax machine is the fax number.
• Cover sheet: The first page of a fax, containing all of the practical information.
• Confirmation: A sound of printout that indicates that a document has gone through correctly 
• Gone through: When a fax is sent it is said go through to the recipient's machine.
• Resend: If a fax does not go throgh the first time, you can resend it, by trying to send it to the same recipient a second time.
• Fax something cover: When you send a fax, you can say that you will fax something over.

SPEAKING

A. Luis can you help me?

B. Sure What's the problem?

A. I think the fax machine is broken, but i'm not sure.

B. It was working earlier, what's going worng?

A. Oh, so you're sure you have the right fax number?

B. Yes, i've gotten a confirmation each time. But it's always blank pages that get sent.

A. I see. Well, i'm pretty sure i know what the problem is.

B. Great. Whts it is?

A: You have to insert the pages printed side down, I think you've been putting them in the wrong way.

B. That would explain the blank pages. What an embarrassing mistake.

A. Don't worry. It happens all the time.

WRITING 

Using a fax machine is easy when you know how. Here are few key steps to help you avoid making mistakes:

Enter th efax number on the keypad - make sure it is the right one!

Make sure you receive a printed confirmation so that you know the pages have gone through properly.

Inserte the pages into the fax machine with the printed side facing downwards.

LETTERS - 6

Letters- 6

To understand this first united you will need to know this words:

• Recipient's full name:
• Salutation: Is a phrase used to begin a letter
• Greeting: In a letter is a phrase that addresses the recipient
• Closing: Are the part of the letter that comes just before the ending.
• Fordward: A message is to send it on to another person
• Signature: Is the handwritten name of the sender of a letter, included at the bottom of the letter.
• Enclosures: Items or documents that are included with a letter are listed as enclosures.

SPEAKING

A: Teresa, could you type up a business letter for me.

B: Sure. Who should i address it to?

A: Domitila Vazquez. She's the manager of Edith's Restaurant.

B: Ok. Is there any particular salutation you use with her?

A: Oh, just " Dear Ms. Vasquez" is fine.

B: Got it. And what's the reason for writing to Ms. Vasquez?

A: She has opend a second restaurant, so we need to update her account information.

B: Should i include the update form with the letter?

A. Yes please. And list it with the enclosures so she knows to look for it.

B: Please bring it to me for my signature when you have finished.

WRITING 

July 5

Ms. Vazquez

Dear Ms. Vazquez,

I am writing to you yo inform you that we need to update your account information now that you have opened a second restaurant. I would be grateful if you could let us know your new details at your earliest convenience.

Yours sincerely,

Danna Pineda

Enclosures

One update form.

EMAILS - 5

Emails - 5

To understand this first united you will need to know this words:

• Email Adresses: Is the unique place online where a person receives electronic mail.
• @ symbol: Separates the name from the location in the email address.
• Message: Is the written information that is sent from one computer to another.
• Subject: Is the tittle that gives information about the contents of a message.
• Attachment: Is a file that is sent along with an email.
• Delete; A message is to remove it from an inbox.
• Reply to all: Is to send a response to all of the addresses listed.
• Forward:A message is to send it on to another person.
• Formal: it is impersonal, serious and follows established rules.
• Informal: It is personal, not serious and follows not set forma or rules

SPEAKING

A: Hello, good morning, did you get the document? I emailed it to you this morning.

B: That's odd. I didn't get an email from you today.

A: I'm sure i sent it out, since i also sent it to Ana Sanchez. She opened in this morning.

B: Maybe Ana can just forward ir to me.

A: I'd rather figure out why it didn't arrive.

B: Well, What address did you send it to?

A: Les't see. It was Luna's restaurant at Sanchez services dot com.

B: Oh, that's it. That's my old email address

A: I didn't know it had changed. What's your new one?

B: I'ts just A dot Luna's at restaurant at Pineda service dot com.

WRITING 

To: All staff

From: The sales department

Subject: Email Problems

Some of you may have recently experienced some problems in sending emails to Abril Pineda. This caused by her swapping over to the new email address: A dot Luna's at restaurant dot com. Those of you who had this problem have been informed by IT of the correct address to used. Would all other employees note Abril's new email address and use this in future,

Sincerely,

Ana Sanchez

Assitent Manager.

TELEPHONING - 4

Telephoning - 4

To understand this first united you will need to know this words:

• Courtesy: Is the act of showing kidness and consideration.
• Could i speak to: To ask for the person you wish wo speak with.
• Can you connect me to extension: Ask for a telephone extension number.

SPEAKING 

B: Good morning. Management Department. This is Danna speaking.

A: Hello, this is Diego Herrera calling from Humans Resources.

B: Hello, Diego. How may i direct your call?

A: May i speak to Bethany Foster please?

B: I'm sorry, Bethany isn't in right now. I would be happy to take a message for you.

A: Well, it's a rather important doubt that i have to discuss with her. Is there a better leave a message with you then.

B: Well, i could connect you with her voicemail. She might check that before she comes into the office.

A: Oh good. Tha would be wonderful.

B: Ok, i'm connecting you now. Have a nice day Mr. Herrera.

A: And you too. Thanks for all your help.

WRITING 

Caller: Mr. Diego Herrera

Purpose of call: To inform Bethany Foster of an important doubt of Mr. Diego Herrera has.

Options Provided: Take a message; leave message on voicemail.

Caller reaction: Caller decided to be put through to Bethany Foster's voicemail.

PRODUCT PROBLEMS - 3

Product problems - 3

To understand this first united you will need to know this words:

• Guarantee: Is a promise that if something purchased does not work, it will be replaced, repaired or money refunded.
• Refund: Is money that is returned to a buyer because he or she no longer wants the product.
• Satisfied: That person is pleased with someone or something.
• Receipt: Is a document that shows money was exchanged for a product.
• Make: Is the name of the company that produces a product.
• Model number: Is a set of numbers on a product that identifies its features.
• Warranty: Is the promise of a company to repair or replace an item.

SPEAKING

A: Welcome to Samsung store. How can i help you?
B: I'd like to return this cell phone
A: Okay. I'II need to see the original receipt please!
B: Oh, i don't have it any more. I brought the warranty though. Here you go.
A: That'll work, Thanks. Do you know what make and model of cell phone is?
B: It's the Galaxy 9s.
A: Okay. Now, why are you returning the cell phone?
B: I don't really like the sound quality. It just Wasn't worth the money.
A: Oh. Now we can only give refunds if you have the receipt
B: But i can get a replacement, right?
A:Sure, pick something out in the showroom and then we'll complete the necessary forms.
B: Great. Thanks.

WRITING 

Make: Galaxy
Model: 9s
Customer has receipt: Yes
Reason for return: The customer felt the product was not worth the money.

SELLING PRODUCTS - 2

2.- Selling Products

To understand this first united you will need to know this words:

• Mail order: If a product is mail order, it is selected from catalogues, ordered by mail and shipped to the buyer.
• Item number:Is the special code that identifies a product
• Retailers: A retailer sells products to customers, usually throgh a store or web site.
• Wholesales: It is sold in large quantities at a lower price.
• Direct sales: Is a system of marketing through independent salesperson instead of retailers.
• Phone order: Is an order for a product placed over the phone.

SPEAKING 

Employee: Thank you for calling Danna's shop online. How can i help you? 

Customer: I'd like to order some shirts from your cataloge please.

Employee: Great, do you have the item number?

Customer: Yes. It's 26547gh

Employee: The wild printed shirt? 

Customer:  Yes. I need 5 in small size please.

Employee: What color would you like?

Customer: Do you have them in black?

Employee: Yes, The price is $20 dls per shirt, pluss $6 dls shipping.

Customer: it's sounds reasonable. And if i decide i don't like them?

Employee: Our clothes are guaranteed. you can return or echange them if you're not satisfied.

Customer:That's perfect. Thank you.

WRITING 

WILD PRINTED SHIRT

Sizes: Small, medium, large, extra large.

Colors: Pink, black, white, navy blue, army green.

Returns: We promised our clothes are the best quality at the best price. Reurn your items free of charge if you are not completely satisfied.

PRODUCT DETAILS - 1

1.- Product Details

To understand this first united you will need to know this words:

• Features: The special things that an item has or can do are its features.
• Launch: An item has been launched when a company begins to sell it.
• Develop: A company has developed something when it has designed and built a new product.
• Ship From: When an item is shipped from a place it is mailed or sent from that location.
• Assemble: When pieces of something are put together they are assembled.
• Benefit: The good or helpfull qualities of something are its benefits
• Manufacture: When items are made or put together for sale.

SPEAKING

Employee 1: Good morning Danna, do you have a moment?

Employee 2: Sure, tell me how can i help you? 

Employee 1: Well, there's a problem with the new iphone press release.

Employee 2: Can you please tell me what's wrong?

Employee 1: I guess there's a change in the shipping date and also in the price.

Employee 2: So it won't be distributed on time?

Employee 1: No. Everything has been pushed back two weeks

Employee 2: Ok, I'II make the changes to those items right away. Anything else?

Employee 1:Well, we want to keep customers interested, even though there's a delay. So we want to add some more details to the available features section.

Employee 2: Will do. What's the cause for the delay anyway?

Employee 1: There was a problem with the touch screen. They weren't meeting our quality standars.

WRITING 

 NEW IPHONE  XS

APPLE Comes out with New IPHONE XS!. The designers have developed an even better iphone. We are pleased to anounce the arrival of the Iphone XS. The new Iphone Xs is manufactured solely for use by icloud clients. The Iphone comes with all the amazing features. Has a longer battery life, a flat display screen, new and bright colors, and a better camara.  Benefits of the New IPHONE XS include a more user-friendly touch screen and higher speed internet capacbilities. For customers who prefer a unique phone, the iphone is the best option in the entire market.

The New IPHONE XS will be shipped from our factories in one month. Then, they will be distributed by APPLE STORE to their stores across the word. The iphones will be available to purchase in APPLE STORE on November 4.

INTRODUCTION AND GLOSSARY

This blogg is made by Danna Abril Pineda Balbuena.

This blog it has just one objetive: Make students learnd about business english, to make this possible it's very necessary learnd the glossary, in english a glossary it's an important tool. 

GLOSSARY 

• Features: The special things that an item has or can do are its features.
• Launch: An item has been launched when a company begins to sell it.
• Develop: A company has developed something when it has designed and built a new product.
• Ship From: When an item is shipped from a place it is mailed or sent from that location.
• Assemble: When pieces of something are put together they are assembled.
• Benefit: The good or helpfull qualities of something are its benefits
• Manufacture: When items are made or put together for sale.
• Mail order: If a product is mail order, it is selected from catalogues, ordered by mail and shipped to the buyer.
• Item number:Is the special code that identifies a product
• Retailers: A retailer sells products to customers, usually throgh a store or web site.
• Wholesales: It is sold in large quantities at a lower price.
• Direct sales: Is a system of marketing through independent salesperson instead of retailers.
• Phone order: Is an order for a product placed over the phone.
• Guarantee: Is a promise that if something purchased does not work, it will be replaced, repaired or money refunded.
• Refund: Is money that is returned to a buyer because he or she no longer wants the product.
• Satisfied: That person is pleased with someone or something.
• Receipt: Is a document that shows money was exchanged for a product.
• Make: Is the name of the company that produces a product.
• Model number: Is a set of numbers on a product that identifies its features.
• Warranty: Is the promise of a company to repair or replace an item.
• Courtesy: Is the act of showing kidness and consideration.
• Could i speak to: To ask for the person you wish wo speak with.
• Can you connect me to extension: Ask for a telephone extension number.
• Email Adresses: Is the unique place online where a person receives electronic mail.
• @ symbol: Separates the name from the location in the email address.
• Message: Is the written information that is sent from one computer to another.
• Subject: Is the tittle that gives information about the contents of a message.
• Attachment: Is a file that is sent along with an email.
• Delete; A message is to remove it from an inbox.
• Reply to all: Is to send a response to all of the addresses listed.
• Forward:A message is to send it on to another person.
• Formal: it is impersonal, serious and follows established rules.
• Informal: It is personal, not serious and follows not set forma or rules
• Salutation: Is a phrase used to begin a letter
• Greeting: In a letter is a phrase that addresses the recipient
• Closing: Are the part of the letter that comes just before the ending.
• Fordward: A message is to send it on to another person
• Signature: Is the handwritten name of the sender of a letter, included at the bottom of the letter.
• Enclosures: Items or documents that are included with a letter are listed as enclosures.
• Fax number: The telephone number or code that is connected to the fax machine is the fax number.
• Cover sheet: The first page of a fax, containing all of the practical information.
• Confirmation: A sound of printout that indicates that a document has gone through correctly 
• Gone through: When a fax is sent it is said go through to the recipient's machine.
• Resend: If a fax does not go throgh the first time, you can resend it, by trying to send it to the same recipient a second time.
• Fax something cover: When you send a fax, you can say that you will fax something over.