Dealing with customers

2.1 About Business – The shopping experience

WORD	DEFINITION	TRANSLATION
1. to deal with customers	to take the necessary action, especially in order to solve a problem or help your client	иметь дело с клиентами
2. a chain of upmarket department stores	a group of large shops that are divided into separate departments for people who have a lot of money	сеть универмагов для состоятельных (хорошо обеспеченных клиентов)
3. luxury	the highest quality and expensive products	Роскошь
4. goods on sale	products available to be bought in a shop	продукты в продаже
5. top-of-the-range item	the best product in the line of similar products	лучший продукт в ассортименте
6. to receive special offers and benefits	to be asked for a lower price for a product and be provided with some additional bonuses	получить специальное предложение или бонусы при покупке товара
7. made-to-measure	designed to fit an individual client	сделанный по мерке, по индивидуальному заказу
8. tailoring	the work of making men's clothes, or the style in which they are made	Подгонка
9. money-off voucher	a ticket that can be used instead of money to buy a product	ваучер, талон используемый вместо денег
10. exceptional range of additional facilities	impressive and unusual number of additional services provided by a store	исключительный ряд дополнительных (здесь) услуг
11. to gift-wrap / gift wrapping	to put paper / putting paper over a present to cover it	упаковывать подарки

2.2 Vocabulary – Telephoning and customer care

WORD	DEFINITION	TRANSLATION
1. to make an enquiry	to ask for something in a formal way	сделать запрос
2. to solve a problem	to find or provide a way of dealing with a problem	разрешить проблему
3. to agree on a solution	to have or get the same opinion about a possible solution	согласиться / договориться о решении
4. customer satisfaction / to be dissatisfied with	a feeling of happiness or pleasure because customer have got something he/she wanted / to feel that you haven’t got what you wanted	потребительская удовлетворенность/ быть неудовлетворенным чем-то
5. to lose your temper	to suddenly become very angry so that you cannot control yourself	Разозлиться
6. to define the problem	To find and describe a problem correctly and completely	определить проблему
7. to refund the money	to give someone their money back, especially because they are not satisfied with the goods or services they have paid for	возвращать деньги
8. discount on the next order	an amount of money by which a seller reduces a price for the next purchase	скидка на следующий заказ
9. to confirm the solution	to agree that the decision is correct	подтвердить решение
10. ability to be reassuring	good level of skill at persuading someone	способность уверять кого-то в чем-то
11. to persuade / persuasive	to make someone decide to do something, especially by giving them reasons why they should do it	Убеждать

2.4 Speaking – Telephoning – handling complaints

WORD	DEFINITION	TRANSLATION
1. to handle complaints	to deal with customers’ dissatisfaction	справляться с жалобами
2. to complain	to say that you are dissatisfied with something	Жаловаться
3. to suggest a solution	to offer ideas about what they should do to solve this problem	предлагать решение
4. reference number	an identification number of your order	номер заказа
5. to access an account	to enter account	получить доступ к счету (фин.)
6. delivery date	the date when your order must be brought to you	дата поставки
7. to be disappointed by terrible service	to be unhappy because the service you received was very bad	быть расстроенным из-за ужасного сервиса
8. frustrating	making you feel annoyed, upset, or impatient because you cannot do what you want to do	приводящий в расстройство
9. urgent	very important and needing to be dealt with immediately	Срочный
10. to look into the problem straight away	to try to find out the solution to a problem immediately, without doing anything else first	рассмотреть проблему сразу (немедленно)
11. to pay an invoice	to give money for a list of goods that have been supplied or work that has been done	оплатить накладную

2.5 Writing – Dealing with an email of complaint

WORD	DEFINITION	TRANSLATION
1. to write in connection with a problem	to write concerning or involving a problem	писать в связи с проблемой
2. to encounter a problem	to experience problem = to face unexpectedly	наткнуться на проблему
3. to be put on hold	to be placed in a state of temporary postponement or delay	быть приостановленным, отложенным
4. to be non-refundable	money cannot be paid back to you	не подлежащий возврату
5. on behalf of	instead of someone, or as their representative	от имени
6. to cause inconvenience	to make problems which annoy or affect somebody	послужить причиной / создавать неудобства
7. to accept sincere apologies	to take an apology that is honest and true, based on what a person really feel and believe	принять искренние извинения
8. to write in response	to write something in reply to a letter that you have received	написать в ответ
9. to charge the wrong amount	to take more or less money than the product or service really costs	запросить неправильную цену
10. to resolve a case	to find the answer or solution to; to solve a particular example of a situation	разрешить дело (конкретную проблему)

2.6 Case Study – The Panorama Conference

1. to offer facilities	to offer rooms, equipment, or services that are provided for a particular purpose	предлагать услуги/удобства
2. a recently restored hotel	a hotel which was repaired and returned to its original condition	недавно отреставрированный отель
3. a letter of complaint	a letter where a person expresses his/her dissatisfaction about a product or service	письмо-жалоба
4. to respond to reasonable complaints	to react and satisfy fair complaints (based on real reason)	удовлетворять справедливые жалобы
5. to hold a conference	to run, conduct or lead a conference in a particular place or at a particular time	проводить конференцию
6. to share one room	to live in one room with somebody else	делить с кем-то комнату
7. inconvenient	causing problems, often in a way that is annoying	неудобный
8. extra blankets	additional covers for bed, usually made of wool	дополнительные одеяла
9. noisy	making a lot of noise	Громкий

Дата добавления: 2015-07-10