2.2 Vocabulary – Customer service and telephoning - 2.2

1. to identify the symptoms

to recognize signs that show that a serious problem exists

определить признаки

2. to diagnose the fault

to find out what has caused a problem

выявлять ошибки

3. to sort out a problem

to deal with a problem or difficult situation successfully

разобраться в проблеме

4. to talk the customer through the process

to tell the customer about a particular process, explaining him/her everything from the beginning to the end 

тщательно объяснить покупателю весь процесс

5. to escalate the problem to the supervisor

to ask your supervisor to help you deal with a problem, when you understand that a problem is very serious

эскалировать / передать проблему руководителю после того как она стала более серьёзной

6. to exchange the product

to give a product back and to receive the other one

обменять продукт

7. to give a full refund

to get back all the money that you paid for a product back, after returning it

полностью вернуть

8. to take down the details

to write down information

записывать детали

9. to hang up

to finish a telephone conversation

положить трубку

10. to fasten

to attach something firmly to something else

прикрепить

1. to hold the line

to wait until the person you have telephoned is ready to answer

не вешать трубку

2. the number is engaged

The number is busy, a situation when a person you’re calling at the moment is talking to someone else on the phone

Номер занят

3. not at all

used to be polite when someone has thanked you or asked you to do something:

не стоит (благодарности)

4. to have a trouble

To have a problem or difficulty

Иметь проблему

5. nothing happens

When something you have expected doesn’t occur

Ничего не происходит

6. to work properly

To work well , the way it is supposed to

Работать правильно

7. to try hitting the button

To try pressing a button

Попытаться нажать кнопку

8. to look like

it seems likely that

Похоже на то, что

9. to quit the program

to stop using a program

Выходить из программы

1. to write with regard to a problem

To write about something relating to a particular problem

Писать касательно проблемы

2. yours sincerely / faithfully

Yours sincerely - an expression used to end a formal letter, especially one that you have begun by using someone's name

Yours faithfully - the usual polite way of ending a formal letter, which you have begun with Dear Sir or Dear Madam

Искренне Ваш, ..

С почтением…

3. to be under guarantee

A product for which you have a formal written promise to repair or replace if it breaks within a specific period of time

С гарантией

4. an authorized repair centre

A repair centre which has an official permission to provide repairing services

Авторизованный ремонтный пункт

5. don’t hesitate to get back

Please contact me if you need

Не стесняйтесь связаться со мной снова

6. to look forward to seeing you

to be excited and pleased about seeing someone in the future

С нетерпением ждать встречи

7. to attach a leaflet

to join a leaflet to an email so that you can send them together

Прикладывать листовку

8. to accept my apology

To accept something that you say or write to show that you are sorry for doing something wrong

Примите мои извинения

9. to confuse smb with smb

to think wrongly that a person is someone else

Перепутать кого-то с кем-то другим

10. I was wondering

to think about something that you are not sure about and try to guess what is true, what will happen etc

Я раздумывал/сомневался