GLOSSARY

Customer service means not only doing things for customers, but doing them extraordinarily well. You should go beyond what is expected and in that way you will add value and integrity to every interaction. You will discover best new ways to delight the customers you serve, only if you are at your best with each and every one of them. Take care of the customer like you would take care of your grandmother and you will surprise yourself with how much you can do. However, if you come across a dissatisfied customer here’s how you should react to their complaint:

• Listen intently.

• Take quick action.

• Thank them for expressing their needs.

• Apologize.

• Seek the best solution.

• Reach agreement.

• Assure yourself that the customer is really satisfied. Contact him/her again.

Many dissatisfied customers just quietly take their business elsewhere. Those types of customers are generally known as the meek customers. Here are some other types of customer you are bound to come across. The aggressive customer complains, often loudly and at length. The high-roller expects the absolute best and is willing to pay for it. Most probably complains in a reasonable manner. The chronic complainer’s goal is not to get the complaint satisfied but to constantly repeat ‘not good enough’. The rip-off complainer is never satisfied; there is always something wrong. Do you recognize any of your clients among the types just mentioned? Take a look at some useful phrases for complaining and dealing with complaints.

Making the complaint | Explaining the problem

I’m ringing / writing to complain that… | The CD doesn’t work.

I’m sorry, but I’m not satisfied with… | There seems to be a problem with…

It appears there’s a problem with… | We haven’t received the…

Dealing with complaints

Showing understanding | Getting the facts

Mmm, I see what you mean. | Could you give me some details, please?

I’m sorry about the problem / delay. | What happened exactly?

What’s the problem exactly?

Making excuses / denying responsibility | Apologizing

It’s not our policy to replace items. | We apologize for any inconvenience this may have caused for you.

It’s not our fault it hasn’t arrived. | Please accept our sincere apologies.

I’m afraid that’s not quite right.

Promising action

OK, I’ll look into it right away.

I’ll check the details and get back to you.

Glossary

to delight | oduševiti

to go beyond | otići dalje

to be at one’s best | pokazati se u najboljem svjetlu

dissatisfied | nezadovoljan

complaint | pritužba

intently | pažljivo, koncentrirano

to take an action | poduzeti akciju

to seek solution | tražiti rješenje

to reach agreement | postići dogovor

to assure oneself | uvjeriti se

meek | krotak, pokoran

to be bound to (come across) | neizbježno (naći na)

at length | nadugo i naširoko

high-roller | nikad zadovoljan kupac

rip-off | koji želi iskamčiti što više

chronic complainer | kronično zanovijetalo

to complain about | žaliti se na

unfortunately | nažalost

to seem | činiti se, izgledati

enough | dovoljno

to deliver | isporučiti

to mean | misliti, smatrati

policy | politika (kompanije)

fault | pogreška

inconvenience | neugodnost, smetnja

sincere apologies | iskrene isprike

to get back to | povratno se javiti

Exercise 1 Translate into English..

1. Želite li oduševiti kupce, trebate se pokazati u najboljem svjetlu.

2. Ako naiđete na nezadovoljnoga kupca, pažljivo poslušajte što vam ima reći.

3. Agresivan se kupac često žali glasno i nadugo i naširoko.

4. Nikad zadovoljan kupac uvijek očekuje najbolje i spreman je to platiti.

5. Ispričavamo se za sve neugodnosti koje vam je to moglo prouzročiti.

6. Provjerit ću detalje i povratno ću vam se javiti.