business english guide3 zulma

8/14/2019 Business English Guide3 Zulma

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PROFUNDIZACIÓN EN INGLÉS DE NEGOCIOS

GUIDE 3: CUSTOMER SERVICE

ZULMA YAZMÍN GARZÓN NIVIA

TUTOR:

GUY HENDERSON.

Facultad de estudios en ambientes virtuales

Lenguas modernas

Grupo 1 cuarto ciclo

Bogotá

Noviembre de 2013



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Activity 1. Business speech1.1. Watch the complete video The Business of English –Episode 8: Graphs and

trends in this website http://goo.gl/TQLD37

1.2. While watching the video, repeat the sentences of the phrases to practice

pronunciation.

1.3. Watch the video again and complete the chart you find in supporting

material section (material de apoyo). Include images when required and translate

into Spanish the new vocabulary. Send this activity in a word document by the

activities section in the virtual classroom.

http://goo.gl/TQLD37






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BUSINESS SPEECH Activity 1.3

Types of diagram

Bar or column graph Line Graph Pie Chart

Language

Phrases to refer to a graph

1. I´d like to refer to the first graph

2. If we have a look at this graph

3. If I could direct your attention to the graph

4. Looking at the graph on the screen

Phrases to describe what the chart shows

1.Rose steadily 2. marked increase 3 leveled off 5. Dramatic drop

4.Significan Increase 5.

Words to describe trends

Nouns

Verb

An increase To increase

A rise To rise

A climb To climb

Improvement To improve

Upturn

0

5

10

C1 C2 C3 C4

0

5

10



5

A decrease To decrease

A fall To fall

A decline To decline

A worsening To worsen

A downturn

Words to describe change in figures

ADJECTIVES ADVERBS

Big change (A lot)

Significant significantly

Marked Markedly

Massive Massively

Pronounced Pronouncedly

Substantial Substantially

Small change (A bit, a little)

Slight SlightlyInsignificant Insignificantly

Fast change (Quickly)

Sharp Sharply

Dramatic Dramatically

Sudden Suddenly

Slow or medium change Slowly

Steady Steadily

Moderate Moderately

Phrases to describe…

Cause

Due to

Because of

Consequence

A consequence of

result

A result of

Vocabulary for line graphs

Bottomed out Experienced a sharp increase Pronounced drop



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Vocabulary for pie charts

Represent Washing machines represent 15% of sales

Account for more than half of sales Washing machines account for 15% of sales

More than half of sales are represented by Washing machines make up 15% of sales

1.4. In the following website you can click on each section. You will find more

vocabulary related to graphs including a picture and the word in a real context

http://goo.gl/igEDQ4

1.5. In the following websites, complete the interactive activities according to the

instructions. http://goo.gl/eOkqgo // http://goo.gl/I6v1b2






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1.6. Look at the graphs and read the sample texts explaining each one of them

in the following websites (2 different examples) and identify the structure (how

ideas are organized) in the written composition. Tourism in Egypt // US spending



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Stop and think activity1.7. Go to the following link http://goo.gl/7PbJYc Read the sample report on

page 2 and answer all the questions in the stop and think section. Include these

answers in the word document.



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The graph shows the number of travelers from various parts of the world

entering Hong Kong for the years from 2002 to 2009.

It shows in general what the information the graph is illustrating. It includes data

from both axes: a period of time; from 2002 to 2009 in the horizontal axis and the

number of travelers in the vertical one.

Simple present is used in this case to talk to describe actions that are factual.

It can clearly be seen that there has been* a large increase in the number of

Mainland Chinese visitors, while figures for visitors from Asia as well as

other areas of the world have only shown* a slight growth.

This apart outlines the general information that can be reasoned from the data

including trends.

Present perfect tense indicates either that an action was completed at some point

in the past or that the action extends to the present. Up to now some changes have

occurred and they may continue varying in the future.

The numbers of Mainland Chinese visiting Hong Kong have risen

considerably over this time period.

The figures for travelers from other parts of the world show similar trends.

These sentences point out specific information from the different trends by

describing detailed fluctuations.



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To show trends it is used present perfect. To state the specific facts that can be

deduced from the graphic, simple present is preferred.

To sum up, in recent years Hong Kong has become an increasingly popular

destination for visitors, especially people from mainland China who currentlyoutnumber those from all other parts of the world combined.

This part summarizes the main aspects described above and sets the conclusions

that can be considered from the data analysis.

1.8. Look at the graph you find in the supporting material section (material de

apoyo) and write a report describing the information. Write 220 - 240 words.

Include your report in the word document to be sent by the activities section.

The graph compares the annual sales reports of a product XX during a period of

three years comprised between 2010 and 2012 in three different scenarios:

department stores, supermarkets and small shops. Sales for this specific productduring the stated period have shown to get better outcomes in supermarkets where

they have reached an important escalation while the other two places under study

show fluctuations.

0

10

20

30

40

50

60

70

80

90

Department stores Supermarkets Small shops

T u r n o v e r £ m

Figure 1. Annual Sales of product XX

2010

2011

2012



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After a decrease in 2011, sales in department stores have leveled off.

However, they report to have the second better results against the competitors.

Department stores sales have decreased after 2010 from 50£ to 35£ but the last

amount has remained constant up to 2012.

The numbers for supermarkets have climbed extensively during the period .

The sales performance for this item show a slightly increase of five points (50-55)

from 2010 to 2011. The last numbers have grown significantly reaching sales up to

85£ within just one year. After showing an acceptable behavior, supermarkets are

positioned at the top of the sales for the product.

Sales in small shops have showed a fluctuating behavior. Outcomes went

dramatically down in 2011 reducing 50% from 40£ (2010) to 20£. After this periodsales have got a steadily recovery 10 points in 2012 reaching 30£ .

In brief, throughout the recent years, the sales of the product XX have fluttered in

all the locations. Supermarkets have progressively grown and show to have the

better results while department stores with the second better sales tend to remain

stable and small shops have shown an uneven behavior.

Activity 2. Business English.

2.1 Watch the video Customer Service Techniques



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2.2 Open your book on page 84 and identify what irritates you the most when

dealing with customer service departments.

On the phone Face-to-face Repairs and refund

Being put on hold

Speaking to a

disinterested person

Choosing a series of

options during your call

Finding the Customer

Service number is

continuously engaged

Being cut off

Unhelpful customer

service personnel

Stressed of indifferent

staff

Salespeople with poor

product knowledge

Too few staff a peak

times

No company policy on

customer service or

complaints

Delays on repairs

Delays in getting

money back

No replacement

equipment while repairs

are carried out



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2.3 Complete the two vocabulary exercises in your DVD-Rom, unit 10



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2.4 Interact with the following learning object to get information about the uses

of the –ING form in English. (OVA: 1. Uses of ing form)



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2.5 Complete the two language review activities in your DVD-ROM, unit 10.



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NONE OF THE ABOVE HAVE A GRADE

2.6 In groups (4 people), choose one case study.

Customer service as a strategy (A Parcelforce Worldwide case study)

http://goo.gl/0nywb3

2.7 Send an email to your tutor and classmates telling them the case study your

group has chosen for not repeating information.

2.8 Read and listen to the case study.

Glossary2.9 Identify the new business vocabulary related to change and create a 20-

word glossary. Use the form you find the supporting material section (material de

apoyo). Send the glossary by the activities section in a word document and then,

after your tutor´s feedback share your glossary with your classmates.

Word orphrase

Definition Source Example from the textTranslation (itdepends on

the example)

Driver

Something thatcreates andfuels activity, orgives force orimpetus

http://www.thefr eedictionary.com/driver

Change managementlooks at the drivers ofchange in the businessenvironment (CMI)

Impulso

1. USP Unique SellingProposition

In the sametexthttp://businesscasestudies.co.uk/parcelforce-

worldwide/customer-service-as-a-strategy/introduction.html#axzz2jzURTLtX

Parcelforce Worldwidehas developed a uniqueselling proposition (USP) based on high-qualitycustomer service.

PropuestaÚnica deVentas

http://www.thefreedictionary.com/driver








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2. B2B Business toBusuness



Business to Business(B2B) services,delivering parcels andsupplies from companiesto other companies

Negocio anegocio

3. B2C Business tocustomer



Business to Consumer(B2C) services,delivering parcels toindividuals in their homesaround the UK

Negocio acliente

4. CSR CorporateSocialResponsibility



Its CSR programmefocuses on health andsafety, the environment,supporting localcommunities and

diversity.

Responsabilidad socialcorporativa

5. KPIs KeyPerformanceIndicators



Parcelforce Worldwidemeasures customerservice by using keyperformance indicators(KPIs).

IndicadoresClave dedesempeño



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6. Parcel N. Somethingwrapped up;package

www.wordrefer ence.com/

Parcelforce Worldwideprovides express parceldelivery services forbusinesses andconsumers

Paquete

7.Revenue

N. The grossincome from abusinessenterprise,investment,property, etc


It has a turnover of £382million. In 2006-07,revenues grew by 7.3%over the previous year.

Ingreso,entrada

8.Turnover

N. A change orreversal ofdirection or

positionBRIT. Thedifferencebetween amarket maker'sbid and offerprices,representingthe marketmaker's profit

-www.wordrefer ence.com/

-http://www.linguee.es/

It has a turnover of £382million. In 2006-07,revenues grew by 7.3%

over the previous year.

Rotación.Volúmen denegocios,

9.

Supplier

N. A supplier is

a person,company, ororganizationthat sells orsuppliessomething suchas goods orequipment tocustomers.

http://diccionari

o.reverso.net/ingles-espanol/supplier

Any company can

choose to operate in themarket and customerscan choose any supplier they wish

proveedor

10. SWOT ANALYSI

S

A SWOTanalysis is an

acronym for abusinessassessment of"Strengths,Weaknesses,Opportunitiesand Threats".


These objectives help toinform business

strategies. By carryingout a SWOT analysis, abusiness can identify thebest strategies to pursue.

DOFA(debilidades,

oportunidades,fortalezas,amenazas)



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11. Core N. The central,innermost, ormost essentialpart ofsomething


Growth strategies toexpand its businessoutside its core nationalmarkets

Centro, núcleo

12. Pence N. A plural ofpenny.(in Britain) abronze coinhaving a valueequal to onehundredth of apound.


The customer pays a fewpence more to offset thecarbon impact ofdelivering the parcel.

Peniques

13. Offset Vb. Tocounterbalance

or compensatefor


The customer pays a fewpence more to offset the

carbon impact ofdelivering the parcel.

Compensar

14.Benchmar k

Vtr. to measureor test againsta benchmark:the firmbenchmarkedits pay againstthat in industry.N. A criterionby which to

measuresomething;standard;reference point


Parcelforce Worldwidehas identified bestpractice in the industry. Itcompares itsperformance bybenchmarking itselfagainst competitors.

Evaluar.Evaluar porcomparación.Punto dereferencia,estándar decomparación.

15.Collections

A sum ofmoneycollected orsolicited

http://es.bab.la/diccionario/ingles-espanol/collections www.wordrefer ence.com/

Process includes on-timedeliveries andcollections, attempteddeliveries

Recaudaciones, cobros.

16. Asset N. Anythingvaluable oruseful


Parcelforce Worldwideregards its people as itsmost important asset.

Posesión,activo.

http://es.bab.la/diccionario/ingles-espanol/collections













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17.Tracking

Vb. The act orprocess offollowingsomething orsomeone


Visibility letting thecustomer follow a parcelthrough online tracking

Seguimiento,rastreo

18.CarbonFootprint N. A measureof the amountof carbondioxidereleased intothe atmosphereby a singleendeavour orby a company,household, orindividual

through day-to-day activitiesover a givenperiod

www.wordrefer ence.com/ Reducing the carbon footprint of the business Impactoecológico

19.Undertaken

Vb. To contractto or commitoneself to(something) or(to dosomething


Parcelforce Worldwidehas undertaken a “gapanalysis”. This is adetailed exercise thatassesses:

Asumido

20. Gap N. Adivergence ordifference;disparity


Parcelforce Worldwidehas undertaken a “gap analysis”. This is adetailed exercise thatassesses:

Grieta, espacio,interval,interrupción.

Link to the power point presentation2.10 Create an interactive power point presentation, which will be used for

delivering an oral presentation. It must summarize the information you read. Sendthe link in a word document by the activities section.

http://www.youtube.com/watch?v=VmEoaWbaT8c






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2.11 Deliver an oral presentation during the seventh tutorial. Apply all what you

have learned about this topic in the business speech section.

Activity 3. Project (Third stage)

3.1 Find out about the profits the company has had in the foreign country. If

necessary create graphs according to the information found

3.2 Use any infographics collaborative tool for presenting the graphs and

figures.

3.3 Send the link to your tutor in a word document with the other activities

developed in the third learning guide.

https://docs.google.com/file/d/0B01Klmok5PrXQWNkQ1lfa1NKT1E/edit?usp=shari

ng

Activity 4. Bec vantage listening practice

4.1 Go to the following link http://goo.gl/qQLXPi Read the general information

about the speaking strategies on page 11

4.2 Go to the following link and listen to the explanation about the BEC speaking

test. http://goo.gl/K4fk1o

4.3 Go to the following link and listen to an example about the second part in the

BEC speaking tests http://goo.gl/nV0wHu

https://docs.google.com/file/d/0B01Klmok5PrXQWNkQ1lfa1NKT1E/edit?usp=sharing







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4.4 Interact with the following learning object to learn about the speaking section

in the BEC exam (OVA 2. Bec speaking test)

LINK TO THE VOCAROO SPEECH ACTIVITY

4.5 By using vocaroo voice recording system http://vocaroo.com/ talk for two

minutes about the following topic

What is important when…?

Trying to improve customer service

Training employees in customer care

Dealing quickly with complaints

4.6 Copy the link of your recording and paste it in the word document with the other

activities.

http://vocaroo.com/i/s1XzJz4NUVda






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Conclusions

4.7 Self assessment

Write a paragraph describing the strengths as well as the weaknesses you

identified when completing the individual and group activities during this guide.

Refer to the specific competencies you developed in the learning guide.

During the completion of this learning guide we learnt how to properly understand

and describe graphs and we also applied this knowledge in the third stage of our

research project for which we collected information about the financial situation of acompany. We also read about the importance of customer service and learnt about

gerunds in the cases when they are used as nouns. We keep practicing and

improving business related vocabulary and skills such as speaking which is my

personal weakness.

business english guide3 zulma

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