2.2 Vocabulary – Telephoning and customer care

WORD

DEFINITION

TRANSLATION

1. to make an enquiry

to ask for something in a formal way

сделать запрос

2. to solve a problem

to find or provide a way of dealing with a problem

разрешить проблему

3. to agree on a solution

to have or get the same opinion about a possible solution

согласиться / договориться о решении

4. customer satisfaction / to be dissatisfied with

a feeling of happiness or pleasure because customer have got something he/she wanted / to feel that you haven’t got what you wanted

потребительская удовлетворенность/ быть неудовлетворенным чем-то

5. to lose your temper

to suddenly become very angry so that you cannot control yourself

Разозлиться

6. to define the problem

To find and describe a problem correctly and completely

определить проблему

7. to refund the money

to give someone their money back, especially because they are not satisfied with the goods or services they have paid for

возвращать деньги

8. discount on the next order

an amount of money by which a seller reduces a price for the next purchase

скидка на следующий заказ

9. to confirm the solution

to agree that the decision is correct

подтвердить решение

10. ability to be reassuring

good level of skill at persuading someone

способность уверять кого-то в чем-то

11. to persuade / persuasive

to make someone decide to do something, especially by giving them reasons why they should do it

Убеждать

WORD

DEFINITION

TRANSLATION

1. to handle complaints

to deal with customers’ dissatisfaction

справляться с жалобами

2. to complain

to say that you are dissatisfied with something

Жаловаться

3. to suggest a solution

to offer ideas about what they should do to solve this problem

предлагать решение

4. reference number

an identification number of your order

номер заказа

5. to access an account

to enter account

получить доступ к счету (фин.)

6. delivery date

the date when your order must be brought to you

дата поставки

7. to be disappointed by terrible service

to be unhappy because the service you received was very bad

быть расстроенным из-за ужасного сервиса

8. frustrating

making you feel annoyed, upset, or impatient because you cannot do what you want to do

приводящий в расстройство

9. urgent

very important and needing to be dealt with immediately

Срочный

10. to look into the problem straight away

to try to find out the solution to a problem immediately, without doing anything else first

рассмотреть проблему сразу (немедленно)

11. to pay an invoice

to give money for a list of goods that have been supplied or work that has been done

оплатить накладную