cheap holidays florida

Unit 4 Customer service
Unit 4
Customer service
Seite 42
surname
[1s3.ne9m]
Nachname, Familienname
postcode
[1p48stk48d]
Postleitzahl
occupation
[!qkju1pe9Sn]
Beruf
poor
[p0.]
schlecht, schwach
memorable
[1mem4r4bl]
unvergesslich, einprägsam
to be delighted to do
sth
scale
cleanliness
[bi d91la9t9d t4]
[ske9l]
[1klenlin4s]
etw gern tun, sich (sehr) freuen, etw
zu tun
Skala
Sauberkeit
I would not mind
[ma9nd]
es würde mir nichts ausmachen
objection (to)
[qb1d7ekSn]
Einwand (gegen)
frank
[fräNk]
offen, ehrlich
rubbish
[1rcb9S]
Unsinn, dummes Zeug
handout
[1hända8t]
Flug-, Merkblatt
negotiation
[n9!g48Si1e9Sn]
Verhandlung
hostile
on no account
[1hqsta9l]
[qn n48 41ka8nt]
feindselig, ablehnend
auf keinen Fall
battle
compromise
hostility
[1bätl]
[1kqmpr4ma9z]
[hq1st9l4ti]
Kampf, Schlacht
Kompromiss
Feindseligkeit
out of thin air
[!a8t 4v T9n 1e4]
aus heiterem Himmel
objective
to spring from
need
[4b1d7ekt9v]
[1spr9N fr4m]
[ni.d]
objektiv
entstehen aus
Bedürfnis
unfulfilled
to defuse
[!cnf8l1f9ld]
[!di.1fju.z]
unerfüllt
entschärfen
solely
to make a point
[1s48lli]
[me9k 4 1p09nt]
(einzig und) allein, ausschließlich
ein Argument anbringen, etw dazu
sagen
to respond to
[r91spqnd t4]
reagieren, antworten auf
clarification
attack
[!klär9f91ke9Sn]
[41täk]
Erklärung, Klarstellung
Angriff
conciliatory
[k4n1s9li4t4ri]
versöhnlich, beschwichtigend
When Ms. Sallinger married, she took her husband’s
surname of Miller.
If you wish to receive leaflets by mail, please provide
your street and house number as well as your
postcode.
I asked him about his occupation, but he only said
that he was in import-export business.
The service at the restaurant was poor. We had to
wait way too long for our meal and the waitress was
very unfriendly.
Our holiday in Florida was truly memorable. We had
the time of our lives!
I would be delighted to upgrade you to a junior suite
free of charge.
The cleanliness of the rooms left nothing to be
desired. They were perfectly clean.
© 2012 Cornelsen Schulverlage GmbH, Berlin und Veritas Verlag, Linz.
Seite 43
I would not mind having a room on the highest floor
as long as there’s an elevator.
I see no objection to a late check-out. Just let the
receptionist know.
To be frank, we were not very happy with the
breakfast buffet.
Our room neighbours kept complaining about the
prices in the hotel bar, but that’s absolute rubbish.
It’s perfectly affordable.
Seite 44
Seite 1 von 4
Read the handout carefully and underline all
information you find essential.
The seminar was very insightful. We learned a lot
about how to behave in negotiations with dissatisfied
customers.
When dealing with customers, you should, on no
account, attack or insult them.
Poor customer service may generate feelings of
hostility among clients.
Customer dissatisfaction does not come out of thin
air. We have to get to the bottom of the problem.
Understanding your customers’ needs is crucial to the
success of your business.
Good customer service is characterised by the
employees’ ability to defuse difficult situations before
they escalate.
Customers should always get the chance to make
their point and explain the reasons for their
dissatisfaction.
Make sure you have understood the customer’s
problem before you respond.
Make sure to avoid accusatory language. Customers
may interpret it as an attack.
Unit 4 Customer service
to regret
[r91gret]
bedauern
inconvenience
[!9nk4n1vi.ni4ns]
Unannehmlichkeit(en)
resentment
[r91zentm4nt]
Ärger, Empörung
both (…) and (…)
[b48T 4nd]
sowohl (…) als auch (…)
to take sb/sth seriously [!te9k 1s94ri4sli]
jdn/etw ernst nehmen
I really regret buying this product. It doesn’t work
properly.
We very much regret any inconvenience caused by
the delay in delivery and would like to offer you
compensation in the form of a shopping voucher.
Increasing customer resentment has become a
serious problem for the company and its customer
services.
Both the customer and the company should profit
from the solution.
Always take customer complaints seriously.
Seite 45
to play for time
[!ple9 f4 1ta9m]
auf Zeit spielen
[!dra9 1kli.n4z]
chemische Reinigung
You can’t just wash your ball gown. You need to
bring it to a dry-cleaner’s.
to shrink, shrank,
shrunk
I can’t possibly …
[Sr9Nk, SräNk, SrcNk]
einlaufen (Wäsche)
[1pqs4bli]
Ich kann auf keinen Fall …
Washing wool products in hot water will cause them
to shrink.
I can’t possibly wear this pullover anymore. Look
how small it is now!
to overheat
I bet …
[!48v41hi.t]
[bet]
überhitzen
Ich wette, …
Seite 46
dry-cleaner’s
© 2012 Cornelsen Schulverlage GmbH, Berlin und Veritas Verlag, Linz.
Seite 46 Transkript
I wasn’t to know.
[a9 !wqznt t4 1n48]
You have a (fair) point. [ju !häv 4 fe4 1p09nt]
Das konnte ich nicht wissen.
Da haben Sie recht. / Da ist was
dran.
Ersatz
replacement
[r91ple9sm4nt]
to reimburse sb
[!ri.9m1b3.s]
sincere
[s9n1s94]
jn entschädigen, jm Geld
(zurück)erstatten
aufrichtig
disappointment
[!d9s41p09ntm4nt]
Enttäuschung
to leave it at that
[li.v 9t 4t 1Dät]
es dabei belassen
dry-cleaning
straight away
[!dra9 1kli.n9N]
[!stre9t 41we9]
chemisch gereinigte Wäsche
direkt, sofort
the dos and dont’s
[D4 !du.z 4n 1d48nts]
flipchart
[1fl9ptS2.t]
to standardize
in other words, …
[1ständ4da9z]
[9n 1cD4 w3.dz]
die Ge- und Verbote, (Hinweise)
was man tun und lassen sollte
Flipchart (auf einem Gestell
befestigter großer Papierblock)
standardisieren
mit anderen Worten, …
the sales
[se9lz]
(der) Ausverkauf
sleeve
[sli.v]
Ärmel
[kri.k]
[bl3.d]
knarren, quietschen
verschwommen
I bet the lady at the dry-cleaner’s did not realise it
was wool.
You have a fair point. Of course, there must have
been a mistake with your order.
Can we offer you a replacement product for your
ruined item?
Of course, we will reimburse you for the damaged
good.
I sincerely apologize for the trouble we’ve caused
you.
I understand your disappointment We’ve never made
a mistake like this before.
If you can’t offer any decent replacement, we will
have to leave it at that.
Seite 46
I was hoping you wouldn’t even realise what’s
happened. That’s why I didn’t tell you straight away.
So you’re saying I shouldn’t have removed the
cleaning instructions. In other words, it was all my
fault?
Seite 47
Seite 48
to creak
blurred
Seite 2 von 4
The start of the after-Christmas sales is right after the
holidays.
Unit 4 Customer service
to look into sth
[!l8k 19nt4]
outline
faulty
[1a8tla9n]
[1f0.lti]
sich mit etw befassen, sich um etw
kümmern
Übersicht, Entwurf, Skizze
fehlerhaft, defekt
subject line
to return
[1scbd7ekt la9n]
[r91t3.n]
Betreffzeile
zurückgeben, -bringen, -schicken
to refund
[r91fcnd]
Erstatten
industrialized country
[9n!dcstri4la9zd 1kcntri]
Industrieland
to stretch a budget
[!stretS 4 1bcd79t]
to customize
[1kcst4ma9z]
back-end
[1bäk end]
to recruit sb
[r91kru.t]
to near sth
retirement
bidder
[n94]
[r91ta94m4nt]
[1b9d4]
cost of living
[!kqst 4v 1l9v9N]
beyond …
[b91jqnd]
skilled
[sk9ld]
to hover (near)
to eye
[1hqv4]
[a9]
prime
[pra9m]
overseas
[!48v41si.z]
to dub
premise
[dcb]
[1prem9s]
rate
[re9t]
urbanite
comparable
[13.b4na9t]
[1kqmp4r4bl]
Please look into that matter to avoid further
customer complaints.
I will have to write a letter of complaint concerning
the faulty TV we bought only a few day ago.
The subject line should give the gist of the letter.
If goods are faulty, it’s your legal right to return
them.
We will refund the money if the product does not
work to your satisfaction.
© 2012 Cornelsen Schulverlage GmbH, Berlin und Veritas Verlag, Linz.
Seite 49
An industrialized country is a country with a high
level of economic development
möglichst sparsam mit einem Budget Outsourcing jobs will be necessary if we want to
wirtschaften; ein Budget ausweiten
stretch our budget.
nach Kundenangaben herstellen, auf Windows makes it easy to customize your desktop
Bestellung anfertigen
and adapt it to your personal needs.
Back-End, Unterbau
(Informationstechnik)
jdn anwerben, jdn neu einstellen
We’re on a tight budget, so we won’t be able to
recruit new employees until next year.
sich einer Sache nähern
Ruhestand, Pensionierung
He’s approaching retirement. He turns 65 next year.
(An-)BieterIn
The Superbowl is officially sold out. The few
remaining tickets will be sold to the highest bidders.
Lebenshaltungskosten
I can hardly afford the costs of living in Salzburg. I
might have to move to a smaller town.
über … hinaus, jenseits (von) …
The company will be looking eastwards to India and
beyond for cheap IT workers.
gelernt, ausgebildet
She’s a very skilled worker. She’s got a lot of
experience.
pendeln, sich bewegen (um, nahe)
beäugen, ins Auge fassen
The company is eyeing China as potential location
for their new factory.
Haupt-, hauptsächlich
I think Mr Keppler is the prime candidate for the
managing position. He’s got everything the job
requires.
in/nach Übersee
Our Austrian-based company would like to go
international and expand overseas.
bezeichnen, nennen
Prämisse, Voraussetzung
I’m afraid your decision has been based on a false
premise.
Preis, Tarif, Kurs
Rural outsourcing guarantees lower rates to
companies.
(Groß-)StadtbewohnerIn
Vergleichbar
Workers from the city expect higher salaries than
workers from rural areas with comparative skills.
Seite 50
start-up
[1st2.t cp]
Neugründung, junges Unternehmen
to pop up
[!pqp 1cp]
Auftauchen
to be timely
[bi 1ta9mli]
zur rechten Zeit kommen
given
[1g9vn]
Angesichts
blip
draw
[bl9p]
[dr0.]
Leuchtpunkt
Attraktion
to stretch
[stretS]
reichen (Geld, Vorräte)
prior to
[1pra94 t4]
vor (zeitlich)
at a fast/good clip
[kl9p]
schnell
Seite 3 von 4
Rural areas in Minnesota and Missouri are promising
areas for start-ups.
Numerous new businesses are currently popping up
in Missouri, offering thousands of jobs.
Starting your business is extremely timely. You
couldn’t have chosen a better moment.
Given the financial situation of the company, rural
outsourcing seems our only option.
The draw for workers is the relative job stability and
the decent salary.
It’s always difficult for me to make my money stretch
until pay day.
You will be asked to hand in a letter of motivation
prior to your interview.
© 2012 Cornelsen Schulverlage GmbH, Berlin und Veritas Verlag, Linz.
Unit 4 Customer service
turnover
to woo sb away
bid
[1t3.n48v4]
[!wu. 41we9]
[b9d]
Fluktuation (von Personal)
jdn abwerben
(An-)Gebot
confidential
[!kqnf91denSl]
Vertraulich
intellectual property
law
to sit well with sb
backlash against sth
vendor
[9nt4!kektSu4l 1prqp4ti
l0.]
[!s9t 1wel w9D]
[1bäkläS 4genst]
[1vend4]
Gesetz zum Schutz des geistigen
Eigentums
gut ankommen bei jdm
Gegenreaktion auf etw
VerkäuferIn
to quote
[kw48t]
ein Angebot abgeben (für), anbieten
to consider
[k4n1s9d4]
erwägen, in Betracht ziehen
metro area
[1metr48 e4ri4]
Großstadtbereich, Ballungsraum
real-time
to set up (shop)
[1r94l ta9m]
[!set cp 1Sqp]
to be on track to do sth
[bi qn 1träk t4]
to triple
[1tr9pl]
in Echtzeit
ein Geschäft errichten, sich
niederlassen
auf dem Weg sein etw zu tun,
voraussichtlich etw tun
(sich) verdreifachen
[f8l1f9l]
[k4n1s3.nd]
[!l48 1kqst]
erfüllen, ausführen
die betroffenen Menschen
kostengünstig
[1präkt9s f3.m]
Übungsfirma
[!l0.ntS 4 1b9z9n4s]
ein Unternehmen gründen
The company has recently got a bid from an
outsourcer offering to handle our IT-support.
I’m not entirely happy about having to share
confidential business information with an external
company.
Intellectual property law ensures legal protection for
our technical inventions.
We have to get in touch with the software vendor.
We’re not entirely satisfied with the company
software.
The Indian outsourcing firm quoted us much lower
rates than the local IT firm.
We do not consider outsourcing any of our projects
overseas. Cooperating with foreign companies is just
too complicated.
Companies in the metro area offer their services at
higher prices than their rural business rivals.
For financial reasons, experts have advised us against
metro areas when setting up shop.
Our rural sourcing strategy was so successful, it
caused our revenues to triple last year.
Seite 51
to fulfil
the people concerned
low-cost
I am afraid you do not fulfil the job requirements.
The people concerned will be informed by email.
Seite 52
practice firm
Seite 53
to launch a business
Seite 4 von 4
I’m planning to launch my own business as soon as
I’ve finished my university degree.