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1 PROFUNDIZACIN EN INGLS DE NEGOCIOS

GUIDE 3: CUSTOMER SERVICE

ZULMA YAZMN GARZN NIVIA

TUTOR: GUY HENDERSON.

Facultad de estudios en ambientes virtuales

Lenguas modernas

Grupo 1 cuarto ciclo

Bogot Noviembre de 2013

Contents
Activity 1. Business speech ............................................................................................................ 3 BUSINESS SPEECH Activity 1.3 ............................................................................................................. 4 Stop and think activity ...................................................................................................................... 9 Activity 2. Business English. ......................................................................................................... 11 Glossary ........................................................................................................................................... 17 Link to the power point presentation............................................................................................ 21 Activity 3. Project (Third stage) .................................................................................................... 22 Activity 4. Bec vantage listening practice.................................................................................... 22 LINK TO THE VOCAROO SPEECH ACTIVITY ....................................................................................... 23 Conclusions ..................................................................................................................................... 24

Activity 1. Business speech 1.1. Watch the complete video The Business of English Episode 8: Graphs and trends in this website http://goo.gl/TQLD37

1.2.

While watching the video, repeat the sentences of the phrases to practice

pronunciation. 1.3. Watch the video again and complete the chart you find in supporting

material section (material de apoyo). Include images when required and translate into Spanish the new vocabulary. Send this activity in a word document by the activities section in the virtual classroom.

BUSINESS SPEECH Activity 1.3


Bar or column graph
10 5 0 C1 C2 C3 C4

Types of diagram Line Graph

Pie Chart

Language Phrases to refer to a graph 1. Id like to refer to the first graph 2. If we have a look at this graph 3. If I could direct your attention to the graph 4. Looking at the graph on the screen Phrases to describe what the chart shows 1.Rose steadily 2. marked increase
10 5 0

3 leveled off

5. Dramatic drop

4.Significan Increase

5.

Words to describe trends Nouns An increase A rise A climb Improvement Upturn Verb To increase To rise To climb To improve

A decrease A fall A decline A worsening A downturn

To decrease To fall To decline To worsen

Words to describe change in figures ADJECTIVES Big change Significant Marked Massive Pronounced Substantial Small change Slight Insignificant Fast change Sharp Dramatic Sudden Slow or medium change Steady Moderate Phrases to describe Cause Due to Because of Vocabulary for line graphs Bottomed out Experienced a sharp increase Pronounced drop ADVERBS (A lot) significantly Markedly Massively Pronouncedly Substantially (A bit, a little) Slightly Insignificantly (Quickly) Sharply Dramatically Suddenly Slowly Steadily Moderately

Consequence A consequence of

result A result of

6 Vocabulary for pie charts Represent Account for more than half of sales More than half of sales are represented by

Washing machines represent 15% of sales Washing machines account for 15% of sales Washing machines make up 15% of sales

1.4.

In the following website you can click on each section. You will find more

vocabulary related to graphs including a picture and the word in a real context http://goo.gl/igEDQ4 1.5. In the following websites, complete the interactive activities according to the

instructions. http://goo.gl/eOkqgo // http://goo.gl/I6v1b2

1.6.

Look at the graphs and read the sample texts explaining each one of them

in the following websites (2 different examples) and identify the structure (how ideas are organized) in the written composition. Tourism in Egypt // US spending

Stop and think activity 1.7. Go to the following link http://goo.gl/7PbJYc Read the sample report on page 2 and answer all the questions in the stop and think section. Include these answers in the word document.

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The graph shows the number of travelers from various parts of the world entering Hong Kong for the years from 2002 to 2009.

It shows in general what the information the graph is illustrating. It includes data from both axes: a period of time; from 2002 to 2009 in the horizontal axis and the number of travelers in the vertical one. Simple present is used in this case to talk to describe actions that are factual. It can clearly be seen that there has been* a large increase in the number of Mainland Chinese visitors, while figures for visitors from Asia as well as other areas of the world have only shown* a slight growth. This apart outlines the general information that can be reasoned from the data including trends. Present perfect tense indicates either that an action was completed at some point in the past or that the action extends to the present. Up to now some changes have occurred and they may continue varying in the future. The numbers of Mainland Chinese visiting Hong Kong have risen considerably over this time period. The figures for travelers from other parts of the world show similar trends.

These sentences point out specific information from the different trends by describing detailed fluctuations.

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To show trends it is used present perfect. To state the specific facts that can be deduced from the graphic, simple present is preferred. To sum up, in recent years Hong Kong has become an increasingly popular destination for visitors, especially people from mainland China who currently outnumber those from all other parts of the world combined. This part summarizes the main aspects described above and sets the conclusions that can be considered from the data analysis. 1.8. Look at the graph you find in the supporting material section (material de apoyo) and write a report describing the information. Write 220 - 240 words. Include your report in the word document to be sent by the activities section.
90 80 70 Turnover m 60 50 40 30 20 10 0 Department stores Supermarkets Small shops Figure 1. Annual Sales of product XX 2010 2011 2012

The graph compares the annual sales reports of a product XX during a period of three years comprised between 2010 and 2012 in three different scenarios: department stores, supermarkets and small shops. Sales for this specific product during the stated period have shown to get better outcomes in supermarkets where they have reached an important escalation while the other two places under study show fluctuations.

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After a decrease in 2011, sales in department stores have leveled off. However, they report to have the second better results against the competitors. Department stores sales have decreased after 2010 from 50 to 35 but the last amount has remained constant up to 2012. The numbers for supermarkets have climbed extensively during the period . The sales performance for this item show a slightly increase of five points (50-55) from 2010 to 2011. The last numbers have grown significantly reaching sales up to 85 within just one year. After showing an acceptable behavior, supermarkets are positioned at the top of the sales for the product. Sales in small shops have showed a fluctuating behavior. Outcomes went dramatically down in 2011 reducing 50% from 40 (2010) to 20. After this period sales have got a steadily recovery 10 points in 2012 reaching 30 . In brief, throughout the recent years, the sales of the product XX have fluttered in all the locations. Supermarkets have progressively grown and show to have the better results while department stores with the second better sales tend to remain stable and small shops have shown an uneven behavior.

Activity 2. Business English.

2.1 Watch the video Customer Service Techniques

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2.2 Open your book on page 84 and identify what irritates you the most when dealing with customer service departments. On the phone Being put on hold Speaking to a disinterested person Choosing a series of options during your call Finding the Customer Service number is continuously engaged Being cut off Face-to-face Unhelpful customer service personnel Stressed of indifferent staff Salespeople with poor product knowledge Too few staff a peak times No company policy on customer service or complaints Repairs and refund Delays on repairs Delays in getting money back No replacement equipment while repairs are carried out

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2.3 Complete the two vocabulary exercises in your DVD-Rom, unit 10

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2.4

Interact with the following learning object to get information about the uses

of the ING form in English. (OVA: 1. Uses of ing form)

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2.5 Complete the two language review activities in your DVD-ROM, unit 10.

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NONE OF THE ABOVE HAVE A GRADE 2.6 In groups (4 people), choose one case study. Customer service as a strategy (A Parcelforce Worldwide case study) http://goo.gl/0nywb3 2.7 Send an email to your tutor and classmates telling them the case study your

group has chosen for not repeating information.

2.8

Read and listen to the case study.

Glossary 2.9 Identify the new business vocabulary related to change and create a 20word glossary. Use the form you find the supporting material section (material de apoyo). Send the glossary by the activities section in a word document and then, after your tutors feedback share your glossary with your classmates. Word or phrase Translation (it depends on the example) Impulso

Definition Something that creates and fuels activity, or gives force or impetus Unique Selling Proposition

Source

Example from the text

Driver 1. USP

Change management looks at the drivers of http://www.thefr change in the business eedictionary.co environment (CMI) m/driver In the same Parcelforce Worldwide Propuesta text has developed a unique nica de http://businessc selling proposition (USP) Ventas asestudies.co.u based on high-quality k/parcelforcecustomer service. worldwide/cust omer-serviceas-astrategy/introdu ction.html#axzz 2jzURTLtX

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2. B2B

Business to Busuness

3. B2C

Business to customer

4. CSR

Corporate Social Responsibility

5. KPIs

Key Performance Indicators

In the same text http://businessc asestudies.co.u k/parcelforceworldwide/cust omer-serviceas-astrategy/introdu ction.html#axzz 2jzURTLtX In the same text http://businessc asestudies.co.u k/parcelforceworldwide/cust omer-serviceas-astrategy/introdu ction.html#axzz 2jzURTLtX In the same text http://businessc asestudies.co.u k/parcelforceworldwide/cust omer-serviceas-astrategy/introdu ction.html#axzz 2jzURTLtX In the same text http://businessc asestudies.co.u k/parcelforceworldwide/cust omer-serviceas-astrategy/introdu ction.html#axzz 2jzURTLtX

Business to Business Negocio a (B2B) services, negocio delivering parcels and supplies from companies to other companies

Business to Consumer Negocio a (B2C) services, cliente delivering parcels to individuals in their homes around the UK

Its CSR programme focuses on health and safety, the environment, supporting local communities and diversity.

Responsabilida d social corporativa

Parcelforce Worldwide measures customer service by using key performance indicators (KPIs).

Indicadores Clave de desempeo

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6. Parcel

N. Something wrapped up; package

www.wordrefer ence.com/

Parcelforce Worldwide provides express parcel delivery services for businesses and consumers

Paquete

7. Revenue

N. The gross income from a business enterprise, investment, property, etc 8. N. A change or Turnover reversal of direction or position BRIT. The difference between a market maker's bid and offer prices, representing the market maker's profit 9. N. A supplier is Supplier a person, company, or organization that sells or supplies something such as goods or equipment to customers. 10. SWOT A SWOT ANALYSI analysis is an S acronym for a business assessment of "Strengths, Weaknesses, Opportunities and Threats".

www.wordrefer ence.com/

It has a turnover of 382 Ingreso, million. In 2006-07, entrada revenues grew by 7.3% over the previous year.

www.wordrefer ence.com/ http://www.lingu ee.es/

It has a turnover of 382 Rotacin. million. In 2006-07, Volmen de revenues grew by 7.3% negocios, over the previous year.

http://diccionari o.reverso.net/in glesespanol/supplie r

Any company can proveedor choose to operate in the market and customers can choose any supplier they wish

www.wordrefer ence.com/

These objectives help to inform business strategies. By carrying out a SWOT analysis, a business can identify the best strategies to pursue.

DOFA (debilidades, oportunidades, fortalezas, amenazas)

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11. Core

N. The central, innermost, or most essential part of something

www.wordrefer ence.com/

Growth strategies to expand its business outside its core national markets

Centro, ncleo

12. Pence N. A plural of penny. (in Britain) a bronze coin having a value equal to one hundredth of a pound. 13. Offset Vb. To counterbalance or compensate for 14. Vtr. to measure Benchmar or test against k a benchmark: the firm benchmarked its pay against that in industry. N. A criterion by which to measure something; standard; reference point 15. A sum of Collection money s collected or solicited

www.wordrefer ence.com/

The customer pays a few Peniques pence more to offset the carbon impact of delivering the parcel.

www.wordrefer ence.com/

www.wordrefer ence.com/

The customer pays a few pence more to offset the carbon impact of delivering the parcel. Parcelforce Worldwide has identified best practice in the industry. It compares its performance by benchmarking itself against competitors.

Compensar

Evaluar. Evaluar por comparacin. Punto de referencia, estndar de comparacin.

16. Asset

N. Anything valuable or useful

http://es.bab.la/ diccionario/ingl esespanol/collecti ons www.wordrefer ence.com/ www.wordrefer ence.com/

Process includes on-time Recaudaciones deliveries and , cobros. collections, attempted deliveries

Parcelforce Worldwide regards its people as its most important asset.

Posesin, activo.

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17. Tracking

Vb. The act or process of following something or someone 18.Carbon N. A measure Footprint of the amount of carbon dioxide released into the atmosphere by a single endeavour or by a company, household, or individual through day-today activities over a given period 19. Vb. To contract Undertake to or commit n oneself to (something) or (to do something 20. Gap N. A divergence or difference; disparity

www.wordrefer ence.com/

Visibility letting the customer follow a parcel through online tracking

Seguimiento, rastreo

www.wordrefer ence.com/

Reducing the carbon Impacto footprint of the business ecolgico

www.wordrefer ence.com/

Parcelforce Worldwide has undertaken a gap analysis. This is a detailed exercise that assesses:

Asumido

www.wordrefer ence.com/

Parcelforce Worldwide has undertaken a gap analysis. This is a detailed exercise that assesses:

Grieta, espacio, interval, interrupcin.

Link to the power point presentation 2.10 Create an interactive power point presentation, which will be used for delivering an oral presentation. It must summarize the information you read. Send the link in a word document by the activities section. http://www.youtube.com/watch?v=VmEoaWbaT8c

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2.11 Deliver an oral presentation during the seventh tutorial. Apply all what you have learned about this topic in the business speech section.

Activity 3. Project (Third stage)

3.1

Find out about the profits the company has had in the foreign country. If

necessary create graphs according to the information found 3.2 Use any infographics collaborative tool for presenting the graphs and

figures. 3.3 Send the link to your tutor in a word document with the other activities

developed in the third learning guide. https://docs.google.com/file/d/0B01Klmok5PrXQWNkQ1lfa1NKT1E/edit?usp=shari ng

Activity 4. Bec vantage listening practice

4.1 Go to the following link http://goo.gl/qQLXPi Read the general information about the speaking strategies on page 11 4.2 Go to the following link and listen to the explanation about the BEC speaking test. http://goo.gl/K4fk1o 4.3 Go to the following link and listen to an example about the second part in the BEC speaking tests http://goo.gl/nV0wHu

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4.4

Interact with the following learning object to learn about the speaking section

in the BEC exam (OVA 2. Bec speaking test)

LINK TO THE VOCAROO SPEECH ACTIVITY

4.5 By using vocaroo voice recording system http://vocaroo.com/ talk for two minutes about the following topic What is important when? Trying to improve customer service Training employees in customer care Dealing quickly with complaints 4.6 Copy the link of your recording and paste it in the word document with the other activities. http://vocaroo.com/i/s1XzJz4NUVda

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Conclusions

4.7 Self assessment Write a paragraph describing the strengths as well as the weaknesses you identified when completing the individual and group activities during this guide. Refer to the specific competencies you developed in the learning guide. During the completion of this learning guide we learnt how to properly understand and describe graphs and we also applied this knowledge in the third stage of our research project for which we collected information about the financial situation of a company. We also read about the importance of customer service and learnt about gerunds in the cases when they are used as nouns. We keep practicing and improving business related vocabulary and skills such as speaking which is my personal weakness.