Renting a car service.

Renting a car can be confusing, especially if you are a first-time renter or don`t understand the terminology involved. Clients of car rental companies are mostly businessmen and empoyees of large organisations, also individual tourists. And if you want to rent a car you need to go to the office or call. In order to rent a car, you must be 21 years old with a valid (действующий) driver`s license.Rental companies require some deposits. It`s better if you pay by credit card, because companies don`t encourage cash deposits. As for insurance, there are three types available: liability, collision and personal injury. If you rent a car using a major credit card, you may already be covered. Personal car insurance may also cover car rentals. Ask your insurance agent. You are not required to pay for car rental insurance and can choose only one or all three. As for returning a car, you are allowed a 1-hour grace period. If you are later than an hour,you will be charged the hourly rate.

Handling complaints.

If you have your own business or you work in a company, most of us have the experience of having to deal with customer complaints at one point or the other. They may come in the form of a phone call or someone may come straight into your work area; they may be valid concerns(обоснованные опасения) or just the reaction of an overly demanding(требовательный) customer. It is important to deal quickly with complaints. A prompt and satisfactory reply may save a customer.First establish whether the complaint is justified(обоснованный). If you are quite sure the customer is at fault, your reply should politely point out what the facts are. If there is any doubt about responsibility for a mistake, it is often wiser to assume the customer is right. As for oral(устный) complaint, you should be very polite with your client. Try to explain why it happened and promise to solve the problem immediately. As for a letter of complaint, there are some rules that you should follow: 1.Begin your reply by acknowledging the fact that you have received the letter and reffering to the complaint; 2.Then apologize for the mistake explaining why it happened. Avoid blaming(избегайте обвинений) members of your staff; 3.Explain what action you are taking.This may mean replacing or pepairing damaged goods, or refunding(возврат) the customer`s money; 4.Finally apologize for the inconvenience caused (причиненное неудобство) and indicate that you hope your business relationship can continue.

Telephoning.

Talking on the phone is an act of oral communication, the main aim is the exchange(обмен) of information between two people. There is a guide to telephone behaviour: - answer the telephone promptly, within three rings if possible; - start each call by stating your name and position; - find out the caller`s name and use it in the conversation; - listen and try not to interrupt; - cocentrate, don`t attempt (не пытайся) to do two things at the same time; - when the caller is speaking, make «continuity noises» to let him/her know you are listening; - make notes and read them back to the caller to check you have got the correct message; - if an incoming(входящий) call is inconvenient, explain why, take the caller`s name and number, and offer to call him/her back. Usually in the telephone conversation people use such phrases as: «hold the line,please, I`ll put you through to…(somebody)», «I`m afraid she/he isn`t here at the moment. Can I take a message?», «Can I ask him/her to call back?», «Could you repeat that, please?», «Just a moment, I will check it for you», «The line is busy at the moment, Will you hold?» and «If you give me your number, I will call you back».

Itinerary.

Itinerary is a plan or list of the places you will visit on a journey. Itineraries can be different, depending on the aims of the trip. For example, there is an itinerary for trip to Madrid and Barcelona.

Saturday, 5 April Departure from Moscow at 11.00

Arrival in Madrid at 16.10

Hotel: Esmeralda Hostal, Calle de la Victoria 1

Excursions: the Royal Palace of Madrid, the National Library Building, Prado Museum, The National Archeological Museum of Spain.

Tuesday, 8 April Departure from Madrid 14.51

Arrival at Barcelona at 15.42

Hotel: Hotel Montecarlo, La Rambla, 124

Excursions: Montseny Natural Park, Metropolitan Park of Collserola, The Museum named after Salvador Dali.

Saturday, 12 April Departure from Barcelona at 10.25

Arrival in Madrid at 11.15

Departure from Madrid at 16.05

Arrival in Moscow at 21.10

Дата добавления: 2015-11-14