ESCOLA PROFISSIONAL DA

APRODAZ

Inglês de serviço pós venda

in this work I’m going to introduce some useful phrases in the customer care service that
we can use in order to do a good customer care.

first of all we have to make an approach to the client and greet him or her. We can use
different phrases for that like:

hello, how are you today? hi, how do you do?

Then we can use some phrases to do small talk like:

How is the weather in your town? If the client is from out of town we also can ask how was
the trip:- So, are you enjoying the city so far?

We always have to be polite but in some situations we must demonstrate more our
hospitality.
Can I take your coat? Would you care for some coffee or tea?

When the client is going out we have to say goodbye to him

So long for now goodbye, and we’ll wait for your return
Have a nice trip back

In order to resolve a situation that the client is upset with the service or product we have
to calm him and we can use some phrases to do that:
It’s clearly that we upset you and I want you to know that getting into the bottom of this is
just as important for you as it is for me.
It’s a situation that I understand you are upset.
Let me see what we can do for you, I’m sure we have the solution for this mix-up

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
 ESCOLA PROFISSIONAL DA
APRODAZ

In a complaint situation we have some tips to make the client satisfied again.
First we have to apologize for the inconvenience:
Let me apologize for the poor service. We sincerely apologize for this situation…

Then try to understand the client situation and how to help him
We understand the situation, and this cannot happen.
We are going to fix the problem immediately and contact you as soon as possible

Then offer a solution for his problem

In 5 days the delivery wil be in your company
We are going to refund your money for the troubles caused by our company

In costumer care isn’t just how and what we said to them that make a client satisfied. In
communication we use the body to communicate too.
We have to put our body right in order to make the client understand that we care about
him
Postures are very important in communication.

Hélder Lima

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