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CAREER ENGLISH PROJECT. Английский как второй язык карьеры

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Vlad Vorobev

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Деловой английский- расширяем активный словарный запас customer service


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Topic 11.1 Customer Service - Customer Care ∙ customer care N-UNCOUNT Customer care refers to the way that companies behave towards their customers, for example how well they treat them. ...very low standards of customer care. What has happened to our reputation for customer care and good service? ∙ customer relations H N-PLURAL Customer relations are the relationships that a business has with its customers and the way in which it treats them. Good customer relations require courtesy, professionalism and effective response. Senator Colston said he was satisfied Telstra had improved its services and customer relations. S N-UNCOUNT Customer relations is the department within a company that deals with complaints from customers. ... Tucson Electric's customer relations department. ∙ emotional capital N-UNCOUNT When people refer to the emotional capital of a company, they mean all the psychological assets and resources of the company, such as how the employees feel about the company and how committed they are to it. "The study's findings illustrate that UK organisations are not nourishing their intellectual and emotional capital," says Mr Thomson. How many companies have paid the price of an alienated workforce with problems like poor customer service, labour disputes and low productivity - all hallmarks of low emotional capital? ∙ service with a smile PHRASE If a person or company provides service with a smile, they treat their customers in a friendly and helpful way. Attention to details, substantial comfort and convenience, space, and service with a smile are what you can expect and count on. ∙ loyal ADJ customer loyalty N-UNCOUNT A loyal customer is someone who continues to buy products from the same shop or company over a long period of time. Customer loyalty is the state of being a loyal customer. ...the treatment of loyal customers by banks and building societies. Luckily our customers have remained loyal to us. For the supermarkets, these programs supposedly encourage customer loyalty. Julie Cunningham of Datamonitor says: "Customer loyalty is at an all-time low." ∙ customer satisfaction N-UNCOUNT When customers are pleased with the goods or services they have bought, you can refer to customer satisfaction. "I really believe that it is possible to both improve custon satisfaction and reduce costs," Danon says. Customer satisfaction with their mobile service runs at rrz— : 90 per cent. ∙ corporate hospitality N-UNCOUNT Corporate hospitality is the entertainment that a comoa offers to its most valued clients, for example by inviting trend sporting events and providing them with food and drink. Marconi, the troubled telecoms equipment group, is cutti^z on corporate hospitality at football grounds to save cash. ...executives in a corporate hospitality tent. ∙ code of practice (codes of practice) N-COUNI A code of practice is a set of written rules which explai-: people working in a particular profession should behave. The auctioneers are violating a code of practice by dealing -stolen goods. The Government hoped the housing industry would brine voluntary code of practice to protect purchasers. ∙ serve (serves, serving, served) VERB H If something serves people or an area, it provides then-something that they need. This could mean the closure of thousands of small busineszc: which serve the community. ...Inter-City Gas Corp., which mainly serves customers in C- and Manitoba. ...a desire to make education serve the needs of politicians z- business. El Someone who serves customers in a shop or a bar helps them and provides them with what they want to buy. They wouldn't serve me in any pubs 'cos I looked too your: Auntie and Uncle suggested she serve in the shop. ∙ repeat business N-UNCOUNT If a company gets repeat business, people who have bouai thier goods and services before buy them again. Nearly 60% of our bookings come from repeat business an: personal recommendation. Z> repeat customer: Topic 11.2 122 Topic 11.2 Customer Service -Attracting and Keeping Customers ∙ client (clients) N-COUNT consumer (consumers) N-COUNT customer (customers) N-COUNT A client of a professional person or organization is a person or company that receives a service from them in return for payment. A consumer is a person who buys things or uses services. A customer is someone who buys goods or services, especially from a shop. ...a solicitor and his client. The company required clients to pay substantial fees in advance. ...claims that tobacco companies failed to warn consumers about the clangers of smoking. ... improving public services and consumer rights. Our customers have very tight budgets. ...the quality of customer service. We also improved our customer satisfaction levels. Common Collocations client service customer satisfaction a client list customer service consumer confidence to attract customers consumer demand to gain customers consumer goods to lose customers to somebody consumer protection consumer spending ∙ customer base (customer bases) N-COUNT client base (client bases) N-COUNT A business's customer base or client base is all its regular customers, considered as a group. ... Halifax's customer base of 21 million people. Enviros Consulting has 250 staff and a client base of more than 2,000 organisations worldwide. However, in recent years the group has struggled to expand its client base. ∙ repeat customer (repeat customers) N-COUNT If a company gets repeat customers, people who have bought their goods or services before buy them again. Over a third of the business comes from repeat customers. Our quality craftsmanship has seen many repeat customers. ∙ turn away (turns away, turning away, turned away) PHRASAL VERB If a business turns customers away, it is unable to provide them with what they want, for example because it does not have enough goods available. They had to turn customers away and close the place down. Last year we sold out in record time and had to turn awav many customers. ∙ after-sales service (after-sales services) N-\-= A company's after-sales service is all the help and infon-j that it provides to customers after they have bought a par :. product. ...a local retailer who offers a goocf after-sales service. They are also attempting to keep the car buyer as a long-:?- customer by offering after-sales service. ∙ warranty (warranties) N-VAR A warranty is a written promise by a company that, if yo^ | a fault in something they have sold you within a certain tims they will repair it or replace it free of charge. ...a twelve month warranty. The equipment is still under warranty. ∙ guarantee (guarantees, guaranteeing, guaranteed) PJ] N-COUNT A guarantee is a written promise by a company to repair cr replace a product free of charge if it has any faults within a particular time. Whatever a guarantee says, when something goes wrong. ,rx can still claim your rights from the shop. It was still under guarantee. HI VERB If a company guarantees its product or work, they provice i guarantee for it. Some builders guarantee their work. All Dreamland's electric blankets are guaranteed for three >;."? market research: Topic 9.1; code of practice: Top : 11.1; customer care: Topic 11.1; customer loyalty Topic 11.1; repeat business: Topic 11.1 124 Topic 11.3 Customer Service - Staff Training and Development ∙ training N-UNCOUNT staff training N-UNCOUNT staff development N-UNCOUNT retraining N-UNCOUNT Training is the process of learning the skills that you need for a particular job or activity. Staff training is the process of teaching the employees of a company the skills they need for their job. Staff development is the process of teaching the employees of a company new skills that will help them to advance in their job. Retraining is the process of learning new skills, especially in order to get a new job. He called for much higher spending on education and training. The industry is anxious to improve staff training. ... a programme of systematic staff development. ... measures such as the retraining of the workforce at their place of work. Common Collocations vocational training management training youth training a training session a training course a training programme ∙ incentive (incentives) N-VAR If someone is provided with an incentive to do something, they are offered something that encourages them to do it. The latest staff incentive comes on top of a £1,000 bonus that Murray has already promised staff if its takeover is successful. .. .incentives for good staff to stay, such as share options, more free time or extra training. ∙ commit (commits, committing, committed) VERB committed ADI If you commit to something such as a purchase or an agreement, or if you commit yourself to it, you say that you will definitely buy it or agree to it. Someone who is committed to something has definitely agreed to do it or definitely wants to do it. You don't have to commit to anything over the phone. Banks and retailers are expected today to commit themselves to launching so-called smartcards by the end of 2004. All the staff are actively committed to the process of continual improvement of the organisation. ∙ induction N-UNCOUNT Induction is a procedure for introducing someone to a new job or organization. In our induction programme, we mix graduates who will work in different disciplines to encourage them to work as a team. ...an induction course for new members. ∙ apprentice (apprentices) N-COUNT apprenticeship (apprenticeships) N-VAR An apprentice is a young person who works for someone in order to learn their skill. Someone who has an apprenticeship works for a fixed period of time for a person who has a skill in order to learn the skill. Apprenticeship is the systeiJ learning a skill like this. / started off as an apprentice and worked my way up. He left school at 15 and trained as an apprentice carper:--- After serving his apprenticeship as a toolmaker, he becc manager. ∙ supervisor (supervisors) N-COUNT A supervisor is a person who is in charge of activities or people, especially workers. ...a full-time job as a supervisor at a factory. This information is usually provided by the employee's su^-:-^\ ∙ head of department (heads of departmer: N-COUNT In a company, the head of department is the most se- : person in a particular department. My head of department told me that doing good work WG; a only proper way of attracting business. ∙ on-the-job training N-UNCOUNT off-the-job training N-UNCOUNT On-the-job training is training that is given to employees while they are at work. Off-the-job training is training \-s takes place outside the workplace. Japanese companies provide on-the-job training as well as ;:: to technical education. A quarter had received off-the-job training in their jobs. ∙ mentor (mentors, mentoring, mentored) H N-COUNT A person's mentor is someone who gives them help and a;> over a period of time, especially help and advice related to job. To get your career back on track, seek help from a mentor: - career coach. 13 VERB To mentor someone means to give them help and advice m a period of time, especially help and advice related to their :∙: He had mentored scores of younger doctors. ∙ mentoring N-UNCOUNT Mentoring is the practice of assigning a junior member of s: to the care of a more experienced member of staff in order la provide the more junior employee with help and assistance. There will be a system of mentoring where successful busine:: people will become the applicants' mentors to help and ad\ R them. The company's mentoring programme focuses specifically or women and minorities. O co-worker: Topic 14.3; multi-skilled:Topic 13.5 126 Topic 11.4 Customer Service - Public Relations and Corporate Image ∙ public relations PR ABBREVIATION IB N-UNCOUNT Public relations is the part of an organization's work that is concerned with obtaining the public's approval for what it does. The abbreviation PR is often used. The move was good public relations. Ceorge is a public relations officer for The John Bennett Trust. The company's public-relations department denied the story. Steve Martin, head of PR for Adidas. ...a PR company. I N-PLURAL You can refer to the opinion that the public has of an organization as public relations. The club's public relations are disastrous. ...a full-time media relations officer, with a brief to improve the public relations of England teams abroad. Common Collocations a public relations/PR firm a public relations/PR campaign a public relations/PR exercise a public relations/PR consultant a public relations/PR coup a public relations/PR offensive a public relations/PR stunt a public relations/PR disaster ∙ publicity manager (publicity managers) N-COUNT publicity officer (publicity officers) N-COUNT A publicity manager or a publicity officer is a person whose job is to make sure that a large number of people know about a company's activities so that it is successful. ... Bob Deuel, Disney's publicity manager. ...a publicity officer for Granada TV. ∙ press release (press releases) N-COUNT A press release is a written statement about a matter of public interest which is given to the press by an organization concerned with the matter. British Telecommunications, its single largest customer, issued a supportive press release. We sent press releases to all the commercial and public radio and television stations. ∙ press conference (press conferences) N-COUNT A press conference is a meeting held by a person or organization in which they answer journalists' questions about a matter of public interest. ...a Los Angeles press conference for a new adventure drama. Mr Case, the Internet pioneer, attended the press conference to announce the deal. ∙ corporate image (corporate images) N-COUNT An organization's corporate image is the way that it presents itself to the public, and the way it is perceived. Telecom Eireann is changing its name to Eircom and has launched a £500,000 advertising campaign to promote its corporate image. ... the damaging effect the current scandal could have on their corporate images. ∙ corporate values N-PLURAL The corporate values of a company are its attitudes and goals in relation to such things as its workforce, its customers, and society in general. The John Lewis Partnership, for example, has had the happiness of employees at the centre of its corporate values since the 1920s. ...changes in traditional corporate values and behaviour, particularly in relation to environmental and social performance ∙ corporate advertising N-UNCOUNT Corporate advertising is advertising that aims to promote a company's name and image rather than a particular product. ...corporate advertising for a giant multinational trying to create a favourable climate for the firm's operations. Philip Morris Co. is launching a massive corporate advertising campaign. ∙ below-the-line promotion (below-the-line promotions) N-VAR above-the-Jine promotion (above-the-line promotions) N-VAR Below-the-line promotion is the use of promotional methods that can be controlled by the company selling the goods or service, such as in-store offers and direct selling. Above-the-line promotion is the use of promotional methods that the company cannot directly control, such as television or press advertising. The above-the-line advertising campaign will be supported by a PR and below-the-line promotion. The developments in own label products come at a time when traditional in-store and below-the-line promotion are back in vogue. For all maternity clothing retailers, most above-the-line promotion is conducted through focused sources such as mother and baby magazines. 3 direct marketing: Topic 3.5; corporate responsibility Topic 4.2; corporate culture: Topic 13.3 128 V, Topic 11.5 Customer Service - Consumer Protection ∙ consumer laws N-PLURAL consumer protection N-UNCOUNT Consumer laws are laws that are designed to protect people's rights when they buy something. Consumer protection is the protection provided by such laws. ... Internet companies, which feared that the Parliament would force them to adhere to the consumer laws of 15 different nations. Queensland's lonely and loveless will be be protected soon from unscrupulous dating agencies by tough new consumer laws. Many consumer groups welcomed the move, saying it would enhance consumer protection. ...new consumer protection legislation. ∙ caveat emptor CONVENTION Caveat emptor means 'let the buyer beware', and is a warning to someone buying something that it is their responsibility to identify any faults in it. Of course, caveat emptor should apply in the housing market as it does in anything else. But cyberspace is exactly like the real world when it comes to personal finance: Caveat emptor is the most important rule. ∙ consumer rights N-PLURAL Consumer rights are the legal rights that people have when they buy something. Returning the tribunal's powers is a major step forward for consumer rights in this country. ...an organisation campaigning for consumer rights. ∙ customer data N-UNCOUNT Customer data is information about a company's customers, especially information about their shopping habits, that is stored in a database. IT allows networks of car dealers to collect, store and analyse customer data. The company will generate revenues by selling customer data to financial-services providers, removal companies and other groups. ∙ Trade Descriptions Act N-SINC Trades Descriptions Act N-SINC In Britain, the Trade Descriptions Act or the Trades Descriptions Act is a law designed to prevent companies from presenting their goods or services in a dishonest or misleading way. ...the section of the Trade Descriptions Act that makes it an offence to mark things in such a way that they hide the real price. Last year it was convicted and fined under the Trades Descriptions Act for placing For Sale boards on empty homes in the area. ∙ Data Protection Act N-SINC In Britain, the Data Protection Act is a law designed to protect people against the misuse of information about them stored on computer. Under the new Data Protection Act, organisations have to be careful how they disseminate information gained as a result of processing personal data. Using names from a computer without permission breaches the Data Protection Act. ∙ Internet security N-UNCOUNT Internet security is the use of measures to improve the security of a website, especially in order to safeguard personal and financial information. ...a breach of Internet security. And there is no need to worry about internet security. totopools.com follows strict procedures to ensure that your personal and credit card details are securely stored. ...an Internet security company. S big business: Topic 2.1 I 130
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