358 Lnguainglesaps Venda

INSTITUTO DO EMPREGO E FORMAÇÃO PROFISSIONAL, IP
DELEGAÇÃO REGIONAL DO NORTE

CENTRO DE EMPREGO E FORMAÇÃO PROFISSIONAL DE VIANA DO CASTELO
SERVIÇO DE FORMAÇÃO PROFISISONAL
MÓDULO
0358 - Língua inglesa - atendimento no serviço pós-venda
CURSO: Empregado Comercial
Formador/a: Ana Queirós

CENTRO DE FORMAÇÃO PROFISSIONAL DE VIANA DO CASTELO
Índice
Introdução / Enquadramento ................................................................................................................................... 3
Complaints book ............................................................................................................................................................. 7
Example of a complaint form ..................................................................................................................................... 8
Types of complaints - introduction ......................................................................................................................... 9
A Suggested Customer Complaint Procedure (face-to-face)...................................................................... 10
8 Steps to Squash a Customer's Complaint ....................................................................................................... 11
Written complaints – how to complain using e-mails .................................................................................. 15
Complaints – on the phone ...................................................................................................................................... 16
Complaints – on the phone - dialogues ............................................................................................................... 19
Face to face complaints – dialogue: product-specific complaint.............................................................. 21
Anexos .............................................................................................................................................................................. 23
Conversation questions ............................................................................................................................................. 24
Useful language – complaining............................................................................................................................... 25
Useful Language – Dealing with Complaints .................................................................................................... 26
Bibliografia ..................................................................................................................................................................... 27
2
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.
3
Referencial de Língua Inglesa – atendimento no serviço pós-venda –

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
4
Complaints are never a happy occasion, particularly if you are trying to keep a client
or customer happy and you are struggling with the language.
5
It is important to remember that responding to a complaint always has

FOUR parts:
Apologize for the problem – no matter if you created it or not – no matter whether the issue is
true or not. What you are apologizing for is the fact that a customer is unhappy. That’s not
good for business.
Ask for the specifics of the problem – what happened or what went wrong.
Say that you will take action [and take it!], and
Check back with the customer later to make sure the problem was resolved to their satisfaction.
Review the three parts of responses below:

1. Apologizing:
I’m sorry . . . I’m sorry to hear that . . .
I apologize . . .
I apologize for the problem . . .
I apologize for the inconvenience . . .
My apologies . . .
2. Ask for Specifics

Please tell me exactly what the problem is!
Please tell me exactly what happened!
3. Take Action
I will send someone to take care of it.
We will send the correct order tomorrow.
Let me check with the shippers and see what happened.
I don’t know what happened, but I will get back with you later today
Let me straighten this out and I will get back to you today with the
solution.
4. Check back – after the situation has been corrected

Ms. Chen, did everything work out to your satisfaction?
Mr. Wozniak, I wanted to see if the problem has been resolved to your
satisfaction.
Did everything work out okay?
Did you get what you needed/wanted?
6
Complaints book
In Portugal, all public establishments have a complaints book. Not having one is against the
law.
7
Example of a complaint form
Analyse the following form.
Date Complaint raised by Action taken by and date
Details of complaint – Please be specific, dates – times – names – witnesses
Action taken
Further comments or suggestions by either party
8
Types of complaints - introduction
Read and translate the following information.
Consumer Complaints
There are many types of customer complaints apart from
complaining about damaged and unsatisfactory goods.
Consumer complaints might be about:
 lack of communication or rudeness from the sales

representative or seller
 delay in providing the goods or bought from the
retailer or service provider
 costs that were not initially brought to the attention
of the consumer
 liens (right to keep a client's property until he or she pays an agreed amount of money)
Handling Customer Complaints
All good managers want to hear about every complaint their customers have. Only when a
complaint has been expressed can the appropriate corrective action be taken. Without
customer complaints management often assumes that everything is okay.
It is estimated that for every customer complaint received, there at least 26
complaints that are never expressed. Furthermore, a customer with a complaint is likely
to tell 20-25 other customers and potential customers about his or her complaint. Therefore
as sellers and retailers you need a procedure for resolving customer complaints.
9
A Suggested Customer Complaint Procedure (face-to-face)
PAIR WORK. Discuss the following with your partner.
Consider the following eight-step procedure for handling customer complaints in your
organization:
1. Provide customers with the opportunity to complain.

2. Give customers your full and undivided attention.
3. Listen completely
4. Ask the key question: "What else?"
5. Agree that a problem exists; never disagree or argue.
6. Apologize
7. Resolve the complaint. (Ask again: "what else?")
8. Thank the customer for bringing the complaint to your attention.
All customer service personnel need to be trained in handling customer complaints effectively
and being empowered to respond in a positive manner.
10
8 Steps to Squash a Customer's Complaint
BY MATTHEW SWYERS
Customer complaints are inevitable. If you run a business that sells to the public no matter
how great your goods or services are the old adage will eventually be proven true: You cannot
please 100% of the people 100% of the time.
Most customer concerns can be dealt with simply by complying with the person’s reasonable
requests. From time-to-time, however, you will come across those customers who will demand
something that simply is unwarranted or impossible to deliver. No matter the issue at the heart
of the complaint it is important to remember these rules when resolving your customer service
issues:
1. Listen
Whenever you set out to handle a customer complaint the first thing that you must do is listen.
Listen to the customer to figure out why they are upset. Listen to the customer to determine
whether any of your policies were not abided by or if this is something outside or not
contemplated by your systems. Listen to what they want from you to resolve the issue. A
refund? A replacement? Someone else to replace their current service representative at your
company?
All too often we are defensive when dealing with customer complaints. Being defensive, at
least at the onset, can inhibit your ability to truly understand why the customer is not satisfied
11
with your products. They will tell you the problem, how they think it should be resolved, and
give you a critical window into their thinking on the matter. So before you say anything, before
you attempt to explain anything, challenge their complaint, or offer a resolution to the situation,
listen.
2. Understand
Next, put yourself in the shoes of the customer. Given what you now know try and see their
point of view. Why did they come to you? Is there merit to their complaint? Is their proposed
resolution reasonable given the issue? Until you view the issue from their perspective you
cannot have a complete picture of the reason for the complaint. So always think, if I was in
their shoes how would I feel?
3. Elevate
Once you have heard the complaint and understand the basis for the same, elevate the
customer to a supervisor or manager where possible. If the issue is with the front-line employee
this will instantly remove some if not all of the customer’s acrimony towards their current
representative at the company allowing them to have a more open conversation with someone
else. Often this move alone is sufficient to alleviate some of the customer’s concerns by instilling
in them a sense of importance, that their complaint is significant enough to be elevated to
someone higher in the chain of command.
One note of caution, when elevating: be careful to fully inform the person the issue is being
elevated, because this is one of the relevant facts prior to having them speak with the
customer. If this is not done the new representative will be in a position which they must ask
the customer to repeat what happened. While most customers, as part of the venting process,
will gladly share their story again with the supervisor they should not be made to feel that they
must do so for the process to continue to run its course.
4. No Fighting
Defend if you must. But do not fight with the customer. What is the difference you may ask?
Often times it comes down to tone and respect. Recall, whether correct or not your customer
believes that they are correct. As such, they may be 100% wrong but fighting about the issue
will only exacerbate their complaint.
12
Your job in handling the matter is to listen, understand, and then discuss with the customer
their concerns in a calm and friendly manner while conducting an open discussion regarding
the issues complained of and how they will be responded to. Fighting with the customer will
never resolve the issue and will only lead to heightened aggression and anger on their part. As
such, calmly defend your policies or personnel if you must but do not permit the conversation
to erode into an argument at any point.
5. Resolution
Offer a resolution where possible. Once you have listened and understood the customer’s
complaint and have avoided fighting over the same divert the customer’s focus to how you
intend to resolve the matter. Here it is difficult to include all manners of resolution which can
be offered given the nature and scope of the goods and services which could be offered, but
some suggestions include offering a refund or partial refund of monies paid, if warranted.
Discounts on future goods or services is another popular remedy. If the issue is personnel
specific simply offering to change out their representative with another will often suffice.
The psychology of the offering of a resolution cannot be understated. Recall, the goal is to
resolve the customer dispute with the customer being fully satisfied with your goods or
services. Even if the customer’s complaint is unwarranted listening, understanding, elevating,
and offering some form of resolution allows the customer to feel that they have won, that they
were correct, and that your organization wants to make it right. For most, this will resolve the
issue and they will be satisfied. Unfortunately, however, there will always be those select few
that you cannot please no matter what you offer. For those, you must incorporate resolve.
13
6. Resolve
In every customer service situation you will ultimately come to a point of what you can and
cannot do to address the issue. Most situations will be able to be addressed and the customer
issue resolved to their satisfaction. Unfortunately, from time-to-time, there will be issues which
simply cannot be resolved. Whether it is because the customer is requesting something that is
outside of your stated policies on such matters or are simply being unreasonable in their
requests. For these customers you must understand that despite your best reasonable efforts
to offer a reasonable resolution they are unwilling to join you in reality and, accordingly,
although our aim is always to please the customer if that which the customer demands cannot
be satisfied you must maintain your best offered solution and no more.
7. Writing
Ultimately, when all is said and done and a resolution has or has not been reached always take
the time to memorialize the same in writing. If, as in most cases, the matter is resolved to the
customer’s satisfaction, you will want to send the customer a brief follow-up email confirming
that the issue has now been resolved and the specific resolution involved. In those unfortunate
times when a solution cannot be reached, you want to send an email clearly memorializing
what transpired such that should the issue ever come back you can quickly review the email
and be versed in the same as needed.
8. Learn
Above all, use customer complaints as a manner to learn about potential flaws in your systems.
Maintain a manner of tracking customer complaints and the resolution thereof such that, over
time, trends or specific issues may be identified to the point that if you see one or more specific
situations occurring with any frequency systems can be amended or put into place to address
the same in the future before they become future complaints.
14
Written complaints – how to complain using e-mails
Study the following vocabulary.
15
Complaints – on the phone
Read the following dialogue.
Customer Service
Representative: Hello, Big City
Electricity, how may I help you today?
Mr. Peters: I'm calling concerning my

electricity bill.
Customer Service Representative: May I have your account number?
Mr. Peters: Certainly, it's 4392107.
Customer Service Representative: Thank you, is this Mr. Peters?
Mr. Peters: Yes, this is Mr. Peters.
Customer Service Representative: Thank you, what can I help you with?
Mr. Peters: I think I've been overcharged for the past month.
Customer Service Representative: I'm sorry to hear that. Why do you think we
charged you too much?
Mr. Peters: The bill is 300% higher than last month.

Customer Service Representative: I'm sorry to hear that. Let me ask you a few
questions and then I'll see what I can do.
16
Mr. Peters: OK, Thank you for your help.
Customer Service Representative: Of course, thank you for calling this to our
attention. Now, how much do you usually pay for your electricity?
Mr. Peters: I usually pay about $50 a month.

Customer Service Representative: Thank you. and how much did we charge on
this bill?
Mr. Peters: $150. I can't understand why.
Customer Service Representative: Yes, Mr Smith. Was your usage different in

any way?
Mr. Peters: No, it was an average month.
Customer Service Representative: I'm sorry there certainly seems to be a

mistake.
Mr. Peters: Well, I'm happy you agree with me.
Customer Service Representative: I'll contact a

service representative to come out and check your meter.
What's your address Mr Peters?
Mr. Peters: 223 Flanders St., Tacoma, Washington

94998
Customer Service Representative: ... and what's your phone number?
17
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.
2. Role-play it.
18
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.
19
20
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?
21
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.
22
Anexos
23
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?
• 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?
24
• 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

• If you can’t deliver on time, we’ll have to contact other suppliers
25
Useful Language – Dealing with Complaints
Showing understanding
• I’m sorry to heard 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
26
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, McGraw-Hill, 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.
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
27
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
28

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INSTITUTO DO EMPREGO E FORMAÇÃO PROFISSIONAL, IP

DELEGAÇÃO REGIONAL DO NORTE

0358 - Língua inglesa - atendimento no serviço pós-venda

CURSO: Empregado Comercial

Formador/a: Ana Queirós

Introdução / Enquadramento ................................................................................................................................... 3

Complaints book ............................................................................................................................................................. 7

Example of a complaint form ..................................................................................................................................... 8

Types of complaints - introduction ......................................................................................................................... 9

A Suggested Customer Complaint Procedure (face-to-face)...................................................................... 10

8 Steps to Squash a Customer's Complaint ....................................................................................................... 11

Written complaints – how to complain using e-mails .................................................................................. 15

Complaints – on the phone ...................................................................................................................................... 16

Complaints – on the phone - dialogues ............................................................................................................... 19

Face to face complaints – dialogue: product-specific complaint.............................................................. 21

Conversation questions ............................................................................................................................................. 24

Useful language – complaining............................................................................................................................... 25

Useful Language – Dealing with Complaints .................................................................................................... 26

Este manual de Língua Inglesa – unidade 0358 – atendimento no serviço pós-venda

Assim sendo, o presente manual servirá de referência para a aquisição e desenvolvimento

Referencial de Língua Inglesa – atendimento no serviço pós-venda –

 Adquirir e aplicar vocabulário específico da língua inglesa, na comunicação verbal com

 Linguagem básica aplicada às diferentes fases da gestão de reclamações

It is important to remember that responding to a complaint always has

Review the three parts of responses below:

2. Ask for Specifics

4. Check back – after the situation has been corrected

Example of a complaint form

Analyse the following form.

Date Complaint raised by Action taken by and date

Details of complaint – Please be specific, dates – times – names – witnesses

Further comments or suggestions by either party

Types of complaints - introduction

Read and translate the following information.

There are many types of customer complaints apart from

complaining about damaged and unsatisfactory goods.

Consumer complaints might be about:

 lack of communication or rudeness from the sales

Handling Customer Complaints

customer complaints management often assumes that everything is okay.

It is estimated that for every customer complaint received, there at least 26

A Suggested Customer Complaint Procedure (face-to-face)

PAIR WORK. Discuss the following with your partner.

1. Provide customers with the opportunity to complain.

8 Steps to Squash a Customer's Complaint

Written complaints – how to complain using e-mails

Study the following vocabulary.

Complaints – on the phone

Read the following dialogue.

Mr. Peters: I'm calling concerning my

Customer Service Representative: May I have your account number?

Mr. Peters: Certainly, it's 4392107.

Customer Service Representative: Thank you, is this Mr. Peters?

Mr. Peters: Yes, this is Mr. Peters.

Mr. Peters: The bill is 300% higher than last month.

Mr. Peters: OK, Thank you for your help.

Mr. Peters: I usually pay about $50 a month.

Mr. Peters: $150. I can't understand why.

Customer Service Representative: Yes, Mr Smith. Was your usage different in

Mr. Peters: No, it was an average month.

Customer Service Representative: I'm sorry there certainly seems to be a

Mr. Peters: Well, I'm happy you agree with me.

Customer Service Representative: I'll contact a

Mr. Peters: 223 Flanders St., Tacoma, Washington