PROCESO DIRECCIÓN DE FORMACIÓN PROFESIONAL INTEGRAL

ACTIVIDADES DE APRENDIZAJE SEMANA 8- 12 DE JUNIO 2020

IDENTIFICACIÓN DE LA GUIA DE APRENDIZAJE

 Denominación del Programa de Formación:

 Código del Programa de Formación:
 Competencia: PRODUCIR TEXTOS EN INGLES

2. PRESENTACIÓN
 Motivar hacia la actividad de aprendizaje en consideración a las fortalezas que aportará en el desarrollo
de habilidades ydestrezas
 Guiar y organizar el aprendizaje de manera que se oriente al desarrollo integral del aprendiz
 Motivar a la acción, al trabajo autónomo sistemático y organizado
 Relacionar conocimientos previos con los nuevos para la construcción significativa de los mismos
 Promover el aprendizaje colaborativo y el crecimiento integral del grupo

3. FORMULACIÓN DE LAS ACTIVIDADES DE APRENDIZAJE

 Descripción de la(s) Actividad(es)
 Ambiente Requerido: Google classroom - Whatsapp
 Materiales: computador, Tablet o celular con acceso a internet

GFPI-F-019
 DEAL WITH COMPLAINTS

1. How to complaint politely in English

Cuando pones una queja el objetivo es hacerlo bien para conseguir la solución que quieres.

Para interponer una queja hay algunas claves para que lo hagas de forma correcta en ingles

a) Use indirect language

b) Keep your voice calm
c) Use modal verbs
d) End complaints with aquestion
e) Explain why you are upset/frustrated/ angry

Algunas de las expresiones que puedes utilizar en ingles son las siguientes

ORACION
I am sorry to have to say this but ..
Maybe you forgot to
Excuse me if I am out of line, but
Excuse me if I am overstepping my boundaries, but
Perhaps there was a misunderstanding but
I am sorry to say this but I am really quite
upset/angry/dissapointed
There appears to be a problem here
I am sorry but I would like to make a complaint
abou t
How can we fix this?
How could we amend this?
Do you have any thoughts on how we could
proceed?
Is there anyting that can be done to improve the
situation?
Could you help me with..?
SIGNIFICADO
Lo siento que tenga que decir esto pero…
Talvez olvidaste ….
Disculpeme si estoy fuera de lugar, pero …
Me disculpa si estoy sobrepasando mis limites,
pero…
Quizas hay un malentendido pero….
Lamento decir esto pero estoy muy molesto,
enojado, decepcionado ….
Parece que hay un problema aquí
Lo siento, pero me gustaría poner una queja
sobre..
Como podemos arreglar esto?
Como podríamos enmendar esto?
Tienes idea de como podemos proceder?
Hay algo que puedan hacer para mejorar
esta situación?
Me podrías ayudar con..?

EJEMPLOS

1. I am sorry but there appears to be a problema here. I asked for a junior suite, not a double room. Can
this be amended?
GFPI-F-019
 2. I am sorry to say this but I am really disappointed in the work on this Project. I expected this to be
done more quickly. What went wrong and how can we avoid this problema in the future?

3. I am very sorry but I have to say I am not happy with this haircut at all. How can we fix it?

4. Excuse me if I am overstepping my boundaries here but I was under impression the Smithfield was
our most important client. It seems to me we should put more of our focus on our work with smithfield,
not Amazon

RESPOND TO COMPLAINTS CORRECTLY

Responder una queja es una situación delicada que debe ser manejada correctamente. Si no, tienes el riesgo de
perder un buen cliente, un nuevo cliente o algun amigo.

En Estados Unidos y la mayor parte del mundo existe la expresión “The customer is always right” “el cliente
siempre tiene la razón” entonces para responder correctamente una queja debes seguir los siguientes puntos
clave

1. Listen
2. Apologize
3. Take action
4. Follow up

 PASO UNO - ESCUCHAR

si tu cliente está molesto, no es divertido pero es necesario escuchar, en ingles hay muchas formas de mostrar
que estas escuchando. Puedes usar sonidos de palabras reconocer su problema o para mostrar que nos
entendemos tales como:

a) Uh- huh
b) Hhm
c) I understand
d) Yes, I see..

Puedes seguir estas palabras y completar complementar y conseguir mas detalles del problema y aclarar

a) Could you tell me a Little mor about why/ how/ what happened? Podría decirme un poco más acerca
de porqué/ como/ qué pasó?
b) Could you clarify what you mean when you say..? podrías aclararme que quieres decer cuando dices…?
c) Can you tell me exactly what happened? Puedes decirme exactamente qué pasó?
GFPI-F-019
 d) I would like to summarize the situation to make sure I understand everything correctly—Me gustaría
resumir la situación para asegurarme de que entendí todo correctamente.

PASO 2 DISCULPARSE

Este es problamente el paso más importante y el más difícil. Tu cliente quiere una disculpa más que nada. Una
disculpa sincera

Puedes hacer uso de algunas de estas expresiones

a) I am really sorry to hear that. I understand how difficult that would be. Realmente lo siento, entiendo cuan
difícil sería eso.
b) I sincerely apologize. We/I/ the company would like to repair the damage or resolve the situation.
Sinceramente lo siento. Nosotros/ yo/ la compañía le encantaría reparar el daño o resolver la situación
c) I am terrible sorry. We will work to resolve the problema inmediately. Lo siento mucho, trabajaremos
para resolver el problema inmediatamente
d) I understand why you are upset. We are going to solve this as quickly as posible. Entiendo porque
estás enojado. Lo vamos a resolver tan pronto como sea posible
e) I am really sorry. We are going to take care of it right away. Lo siento mucho, vamos a ocuparnos de
esto inmediateamente

PASO 3 TOMAR MEDIDAS – ACCIONES

Dependiendo de la situacipon, necesitarás diferentes expresiones que te ayuden a tomar acciónes. En alguno caso
tienes que reparar un producto o hacer un reembolso, o dar un servicio o resolver un conflicto.

Las siguientes expresiones te pueden ayudar

a) Let me talk with the manager to see what we can offer you to amend the situation. Would it be ok if I call
you back in a few hours with a solution? Déjame hablar con el manager para ver que te podemo s ofrecer
para enmendar esta situación. Estaría bien si te llamo in un par de horas con unasolución?
b) We will send a repair person immediately or as soon as possible. Let me confirm your location.
Enviaremos un técnico inmediatamente o tan pronto como sea posible. Déjeme confirmar su dirección
c) We will issue a refund immdiately to resolve the issue: vamos a darte un reembolso para resolver este
asunto
d) Let me review this situation so I can identify the best solution. I will get back to you later today within 24
hours. Déjame revisar esta situación asi podré identificar una mejor solución. Me pondré en contacto con
usted hoy dentro de 24 horas.

Notaste que muchas de estas oraciones empiezan con LET ME…? Esta es otra forma de decirlo PLEASE
ALLOW ME… or WOULD YOU ALLOW ME
GFPI-F-019
PASO 4 HACER SEGUIMIENTO

Como le muestras a tu clientes que son importantes para tu empresa.

Haz seguimiento después de resolver el problema para asegurarte que el cliente está satisfecho. Puedes hacer
seguimiento con una llamada telefónica o un email.

Puedes hacer uso de las siguientes oraciones

a) I just wanted to follow- up with you regarding (the problema)….

b) Did everthing work out ok with (solution of the problema)? I just want to make sure you are satisfied
c) Was the problema resolved successfully? Is there anythig else we can help you with?
d) Was everything satisfactory? Do you have any other concerns?
e) Please be sure tol et us know we can help you in any other issues occur.

ACTIVIDAD

Realiza tu queja de acuerdo a las siguientes situaciones:

 You have paid a lot of money for a vacation abroad. When you arrive at the airport you find out that the
travel agency made several mistakes with your flight and hotel arrangements. Now you might not be able
to arrive at your destination until tomorrow afternoon but you have a tour scheduled tomorrowmorning.

hi, sorry, but there seems to be a problem here. I asked for a single room, not a double room. In addition
to the scheduled flight for me at 8 pm, and I must be in Los Angeles at 8:30 pm, I need you to fix this as
soon as possible, thanks

 You have a new colleague on your team. Your team just started work on a big, important Project. Your
boss really likes this new colleague but you dont feel the colleague is doing his work. Instead he spends
more time chatting on the phone with friends or chatting with colleagues

Sorry if I am overstepping my bounds here, but I have the impression that you are not doing your job
well, what we are doing here is very important and you have responsibilities to attend to. please focus on
your work.

 Your sales team at work failed in getting a really important new contract. You were certain that your
company would be succesful and you do not understand how/ why the sales team failed.

I am sorry to say this, but I am really upset and disappointed that the important contract for our company
got out of hand, what is happening with the sales team? we will have to find a solution.

 At work, your colleagues talk negatively about other people in the office. It is creating a very negative
atmosphere at work. You want to say something but you are also nervous that they will begin talking
negatively about you

Sorry but i would like to make a complaint

On the rumors that are circulating in the hallway, this is affecting everyone's work climate and
productivity, this must stop so that we can all work in peace.
 You go to a restaurante to celebrate a special event. When the bil arrives the amount is much, much ore
tan you expcted. It looks like you were charged for extra ítems you did not order

Maybe there was a misunderstanding but on the ticket there are charges for orders that I did not request,
please can we clarify this situation

 Recently you spoke with a customer service representative at another company. The representative was
extremely rude to you and unhelpful.

I'm sorry to have to say this but the advisor andres reyes, acted contemptuously and grossly when he was offering me the
service, it seems to me that his attitude leaves a lot to be desired and also he did not clarify the doubt for which he requested
advice

GFPI-F-019
GFPI-F-019 V03