Índice: Escola Profissional Da Aprodaz

ESCOLA PROFISSIONAL DA
APRODAZ
Índice
CUSTOMER´S VIEW .......................................................................................................... 3
USEFUL EXPRESSIONS TO BE USED IN CLOTHES SHOP ......................................... 4
USEFUL EXPRESSIONS TO BE USED IN A RESTAURANT ....................................... 6
COMPLAINING ............................................................................................................... 8
Identifying the Problem: ................................................................................. 9
Making Complaints: .............................................. Erro! Marcador não definido.
Talking About Consequences: ....................................................................... 9
ASSISTANT´S VIEW ....................................................................................................... 10
USEFUL EXPRESSIONS TO BE USED IN CLOTHES SHOP ....................................... 11
USEFUL EXPRESSIONS TO BE USED IN A RESTAURANT ..................................... 13
USEFUL EXPRESSIONS TO BE USED IN A COMPANY´S SALE SERVICE ............ 15
Small talk questions ..................................................................................... 16
Offering hospitality ....................................................................................... 16
Saying goodbye.................................................................................................. 17
USEFUL EXPRESSIONS TO BE USED IN A MEETING .............................................. 18
COMPLAINING ............................................................................................................. 20
Conforming you have understood the client`s situation: .............. 21
Asking for the details of the problem: ................................................. 21
Serving your client by suggesting solutions: ..................................... 21
Helping your clients by confirming your commitments: .................. 21
ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461Fax 296 285 463
E-mail: geral@aprodaz.com
APRODAZ
Offering apologies: ......................................................................................... 22
Referring to future action: ........................................................................ 22
DEALING WITH COMPLAINTS ................................................................................... 23
Acknowledging Receipt of a Complaint Letter .................................. 24
Accepting a Complaint .............................................................................. 24
Rejecting a complaint ............................................................................... 25
Proposal to settle the dificulty/ .................................................. 26
Aiming at retaining the goodwill of the customer/ ............... 26

Telefone 296 285 461Fax 296 285 463
APRODAZ
CUSTOMER´S
VIEW

3
Telefone 296 285 461Fax 296 285 463
APRODAZ
USEFUL EXPRESSIONS
TO BE USED IN CLOTHES
SHOP
4
Telefone 296 285 461Fax 296 285 463
APRODAZ
 Could you help me, please?

 Excuse me, I´m looking for a…
 Have you got another size?
 Do you have this in a different colour, please?
 Can I try it on?
 Is there somewhere I can try this on, please?
 Does it suit me?
 Do you do alterations?
 Do you have a refund policy?
 Is this in the sale?
 How much is it?
 I´ll take them.
 Do you take credit cards?
 Can I pay by check?
5
Telefone 296 285 461Fax 296 285 463
APRODAZ
USEFUL EXPRESSIONS
TO BE USED IN A
RESTAURANT
6
Telefone 296 285 461Fax 296 285 463
APRODAZ
 A table for … please.

 Coul we sit by the window?
 Can I see the menu?
 What´s today special?
 That sounds good. I´ll have that.
 What do you recommend?
 Can I get the check, please?
7
Telefone 296 285 461Fax 296 285 463
APRODAZ
COMPLAINING
8
Telefone 296 285 461Fax 296 285 463
APRODAZ
Identifying the Problem:

 I´m afraid that there is a problem with…
 One of the pieces had faults!
 There appears/ seems to be a mistake/ mix-up…
 Unfortunately, we have a slight problem with…
 I´m writing to you to complain about…
 I´m writing in reference to the above order.
Unfortunately…
Talking About Consequences:

 If you do not comply with the delivery terms as agreed in
your frame contract, we will be forced to contact our
lawyers.
 We cannot accept this and will have to cancel our
contract if it happens again.
 We expect compensation for the inconvenience caused.
 We expect you to cover these costs.

Telefone 296 285 461Fax 296 285 463
APRODAZ
ASSISTANT´S
VIEW
10

Telefone 296 285 461Fax 296 285 463
APRODAZ
USEFUL EXPRESSIONS TO
BE USED IN CLOTHES
SHOP
11
Telefone 296 285 461Fax 296 285 463
APRODAZ
 Can I help you?

 What can I do for you?
 What size are you?
 I´ll just go and see if we´ve got.
 Here you are.
 There´s the changing room over there.
 How does it fit?
 You can bring it back and exchange it or get a refund
within 2 weeks if you keep the receipt.
 We only accept cheques with a cheque card.
 You can pay over there at the cash desk, please.
12
Telefone 296 285 461Fax 296 285 463
APRODAZ
USEFUL EXPRESSIONS
TO BE USED IN A
RESTAURANT
13
Telefone 296 285 461Fax 296 285 463
APRODAZ
 Do you have reservation?

 I´m sorry. The window tables are all reserved.
 Are you ready to order?
 Would you like anything to drink?
 What would you like for dessert?
 Enjoy you meal.
 May I get you anything else?
ESCOLA PROFISSIONAL DA APRODAZ 14

Telefone 296 285 461Fax 296 285 463
APRODAZ
USEFUL EXPRESSIONS
TO BE USED IN A
COMPANY´S SALE
SERVICE
15
Telefone 296 285 461Fax 296 285 463
APRODAZ
Greetings and introductions
 Good morning. You must be… I´m…

 I´d like to introduce…
 This is…
 Nice to meet you…
 Welcome to…
 It´s nice to finally meet you face to face…
Small talk questions

 How was you flight from…
 And is this your first time in…?
 I feel I know you already…
Offering hospitality
 May I take your coat?
 If you´d like to take a seat…
 Would you care for coffee or tea?
16
Telefone 296 285 461Fax 296 285 463
APRODAZ
Saying goodbye
 Thanks for coming.
 We´ll be in contact by email as usual…
 Have a nice trip!
 Bye!
 So long for now.
 Thanks so much for a good meeting.
 It was great to meet you.
17
Telefone 296 285 461Fax 296 285 463
APRODAZ
USEFUL EXPRESSIONS
TO BE USED IN A
MEETING
18
Telefone 296 285 461Fax 296 285 463
APRODAZ
 Thanks for coming today. I´m glad to help you

review your business needs.
 As I understand it, you´d like to discuss…
 So, that was my suggestion. Is that suitable for you?
I´d like to get your feedback.
 Let´s go over our action points once more. I want to
be sure we agree.
 I´ve done some research into your company. It
seems you… is that right?
 I´ll see what I can do.
19
Telefone 296 285 461Fax 296 285 463
APRODAZ
COMPLAINING
20
Telefone 296 285 461Fax 296 285 463
APRODAZ
Confirming you have understood the client`s

situation:
 I realize this must be frustanting for you.
 I´m sorry to hear that. /I understand your situation.
Asking for the details of the problem:

 Could you tell me exactly which item was damaged?
 May I ask if you´ve tried to use the tracking facility
on our website?
Serving your client by suggesting solutions:

 I´ll get back to you first thing tomorrow morning
about compensation.
 You will get the missing shipment within 24 hours.
Helping your clients by conforming your

commitments:
 Are we agreed that you´ll fax me copy of the invoice
and I´ll send you the missing items today?
 I´ll see to it immediately and personally make sure
you get compensation.
21
Telefone 296 285 461Fax 296 285 463
APRODAZ
Offering apologies:
 I (very much) regret the inconvenience we have
caused.
 Please accept my apologies for…
 Please be assured that we are doing everything…
Referring to future action:

 As a sign of goodwill, I would like to offer.
We will, of course, cover the extra costs/ reimburse you/

arrange for a new shipment…
22
Telefone 296 285 461Fax 296 285 463
APRODAZ
DEALING WITH
COMPLAINTS
23
Telefone 296 285 461Fax 296 285 463
APRODAZ
Acknowledging Receipt of a Complaint Letter

 Thank you for your letter of… regarding/
concerning/in connection with…
 I refer to your letter of… about/ relating to…
Accepting a Complaint
Apology for the error or fault:

 We sincerely apologise for…
 I would like to apologise for the error made by our
company in…
Accepting the Complaint:

 We agree that the usual high standards of our
products/ services were not me in this instance.
A short explanation of the fault:

 As a result of our investigation, we found that…
Investigation to be made:
 We are currently investigating the cause of…
 We will investigate the cause of…

24
Telefone 296 285 461Fax 296 285 463
APRODAZ
An offer to take goods back, make a replacement, give a

discount etc:
 We have dispatched the new items by express
courier. They should arrive by…
 To show our goodwill, we would like to offer you
10% discount on your next order.
Rejecting a complaint
Regret at dissatisfaction:
 While we can understand your frustration,…
 We understand how disappointing it can be when
your expectations are not met.
Rejecting responsibility for the problem leading to the

complaint:
 I am afraid that…
 Unfortunately, I must point out that…
Reasons for the rejection:

 This is because the guarantee period has expired.
 This is due to the fact the guarantee period has
expired.
If a third party is to blame, direct the complainer to that party:

 We therefore suggest that you contact…
25
Telefone 296 285 461Fax 296 285 463
APRODAZ
Proposal to settle the dificulty/

 As a gesture of our regret, we are prepared to…/ we
would like to…
Aiming at retaining the goodwill of the

customer/
 we look forward to receiving your further orders,
and assure you that they will be filled correctly/
promptly.
26
Telefone 296 285 461Fax 296 285 463

Índice: Escola Profissional Da Aprodaz

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ESCOLA PROFISSIONAL DA

USEFUL EXPRESSIONS TO BE USED IN CLOTHES SHOP ......................................... 4

USEFUL EXPRESSIONS TO BE USED IN A RESTAURANT ....................................... 6

Identifying the Problem: ................................................................................. 9

Making Complaints: .............................................. Erro! Marcador não definido.

Talking About Consequences: ....................................................................... 9

ASSISTANT´S VIEW ....................................................................................................... 10

USEFUL EXPRESSIONS TO BE USED IN CLOTHES SHOP ....................................... 11

USEFUL EXPRESSIONS TO BE USED IN A RESTAURANT ..................................... 13

USEFUL EXPRESSIONS TO BE USED IN A COMPANY´S SALE SERVICE ............ 15

Small talk questions ..................................................................................... 16

Offering hospitality ....................................................................................... 16

USEFUL EXPRESSIONS TO BE USED IN A MEETING .............................................. 18

Conforming you have understood the client`s situation: .............. 21

Asking for the details of the problem: ................................................. 21

Serving your client by suggesting solutions: ..................................... 21

Helping your clients by confirming your commitments: .................. 21

ESCOLA PROFISSIONAL DA APRODAZ

Offering apologies: ......................................................................................... 22

Referring to future action: ........................................................................ 22

DEALING WITH COMPLAINTS ................................................................................... 23

Acknowledging Receipt of a Complaint Letter .................................. 24

Accepting a Complaint .............................................................................. 24

Rejecting a complaint ............................................................................... 25

Proposal to settle the dificulty/ .................................................. 26

Aiming at retaining the goodwill of the customer/ ............... 26

ESCOLA PROFISSIONAL DA APRODAZ

ESCOLA PROFISSIONAL DA APRODAZ

 Could you help me, please?

 A table for … please.

Identifying the Problem:

Talking About Consequences:

ESCOLA PROFISSIONAL DA APRODAZ

ESCOLA PROFISSIONAL DA APRODAZ

 Can I help you?

 Do you have reservation?

ESCOLA PROFISSIONAL DA APRODAZ 14

Greetings and introductions

 Good morning. You must be… I´m…

Small talk questions

 Thanks for coming today. I´m glad to help you

Confirming you have understood the client`s

Asking for the details of the problem:

Serving your client by suggesting solutions:

Helping your clients by conforming your

Referring to future action:

We will, of course, cover the extra costs/ reimburse you/

Acknowledging Receipt of a Complaint Letter

Apology for the error or fault:

Accepting the Complaint:

A short explanation of the fault:

ESCOLA PROFISSIONAL DA APRODAZ

An offer to take goods back, make a replacement, give a

Rejecting responsibility for the problem leading to the

Reasons for the rejection:

If a third party is to blame, direct the complainer to that party:

Proposal to settle the dificulty/

Aiming at retaining the goodwill of the

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