Bussiness English Final Summary

Writing a Business LetterSubject: Response from T2VSoft(Greeting)Dear Sir/Madam/Mr./Mrs./Ms. Smith:This email is in response to your request for a report summary. I ran the details and found that there were no errors. I suggest you try running the summary in the new program. Please see the attachment to this email for a screenshot and further directions. If you continue to have any problems with the new program or have further questions about future reports, please feel free to contact us at any time.(Reason for writing the e-mail –Answer the question –Make suggestions –Attach any important photos or directions – Offer extended services)(Closing)Sincerely/Kind Regards/With appreciation,Jessica(Signature Block)(Liability statement) This e-mail and any attachments are confidential. It is intended for the recipient only. If you have received this e-mail in error, please immediately notify the sender by replying to this e-mail and delete the e-mail and all copies from your computer. Although the sender and T2VSoft have taken every reasonable precaution, the e-mail and attachments may have some errors or omissions and may contain viruses. We cannot accept liability for any damage that you sustain as a result of that.Describing Your CompanyCreate an elevator speech:o First make a list of all the products and services your company provides. This will helpyou think of ways to describe your company. What good things will the customer receive if they work with you?o Be specific . Use numbers if you can. For example: “You will lose 20 lbs in two weeks” or“You can have a website completed in less than five days”. Numbers make your company more credible and also generate curiosity among clients.o Don’t give away all the good news. T ell them how they will benefit and make themcurious to learn more.o Create a tagline that will make your listeners want to listen or end with a question thatmakes your listener feel involved.Example elevator speech:"You know, a lot of companies in this area are having quite a tough time finding good people to hire. Then, it can be frustrating to keep a good team together. Of course, letting people go can cause lost sleep, too. As a certified Human Resources Consultant, I help to make life easier for senior managers. Can you relate to that"?_______________________________________________________________________Adjectives describing services:Efficient Easy-to-use Convenient (方便) Inexpensive/affordable Flexible （灵活） Reliable (可靠) Dependable （可靠） FastAdjectives describing our staff:Efficient Friendly Helpful Polite Professional Knowledgeable Creative （有创造性） Dedicated/Loyal (忠诚)After you describe either a staff member or a service of your company, give the client an example or a follow-up statement. You want them to clearly understand your meaning. Ex. We are very flexible about our work. In business today you have to be able to change when necessary. We can adapt our services to each of our customer’s needs.Ex. Our designers are very creative . I am always coming up with new and interesting ideas onhow to convince people to buy things.Phonetic Spelling AlphabetLetters (ICAO/ITU/NATO Spelling Alphabet) A Alfa B Bravo C Charlie D Delta E Echo F Foxtrot G GolfH HotelI IndiaJ Juliett K Kilo L Lima M MikeN NovemberO Oscar P Papa Q Quebec R Romeo S Sierra T Tango U Uniform V Victor W WhiskeyX X-ray Y Yankee Z Zulu The following table contains punctuation marks, signs and special characters with their names: Punctuation Marks, Signs and Special Characters Space. Dot / Period / Full Stop , Comma ; Semicolon : Colon? Question Mark !Exclamation Mark@ At Sign & Ampersand" Double Quotation Mark'Apostrophe / Single Quotation Mark / Prime- Dash / Minus Sign / Forward Slash \ Backslash( Left Round Bracket / Parenthesis ) Right Round Bracket / Parenthesis [ Left Square Bracket ] Right Square Bracket{ Left Curly Bracket } Right Curly Bracket< Left Angle Bracket / Less-Than Sign > Right Angle Bracket / Greater-Than Sign | Vertical Bar / Pipe ° Degree Symbol * Asterisk / Star + Plus Sign = Equal Sign# Number Sign / Pound Sign / Hash § Section Sign $ Dollar Sign € Euro Sign ~ Tilde_ Underscore % Percent Sign ^ Caret∙ Capital letters vs. lowercase letters ∙ Capital C (as in Charlie) – H – I - N – ATelephone EnglishTalking with Customers: The 6 Steps1.Greeting2. Determine the customer’s needsa.Allow the customer to explain his or her problem.b.Be a good listener. Don’t interrupt them.c.Ask “wh” questions to find out more detailed information: Who,What, W hen, Where, Why, How. Try not to ask many “yes/no”questions.3. Paraphrase the problem“As I understand you are having difficulty connecting to the internet.Is that correct, Sir?”4. Apologize and assure the customer of your assistance“I’m sorry you had this experience.““I can understand why that would be soupsetting/frustrating/difficult.”“I will try my best to help you as much as I can.”“Please be rest assured we are doing what we can do solve this asquickly as possible.”The customer is often looking for an apology first, then a resolution to the problem.You are apologizing on behalf of the company, not yourself.5. Solve the problem and give suggestions∙Give back more than what they asked for.∙Make suggestions that are also related to their problem.“In the future, you may also consider…”“If that doesn’t help, you may also try…”6. Ensure continuous support“If you have any more questions, please contact us immediately.”“If you continue to have difficulty, please feel free to contact usagain.”“Let us know if you have any more questions.”“We are always here for support.”Dealing with Angry Customers: The 6 Steps1.Show Empathy“That must be very frustrating.”“Thank you for bringing the complaint to my attention.”“I understand your frustration and would certainly like to help you solve this in the best way possible.”“I can see what you mean.”“That’s terrible!”2.Identify the Problem“Can you please explain your complaint so that I can get a clearunderstanding of your problem?”“Can you please give me a little more background on this issue so that I can take care of this situation for you?”“To help ensure that I can solve this problem to your satisfaction, please tell me what happened.”“So that I can be more helpful, could you please give me some more information?”3.Listen Actively4.Repeat the Complaint“Can I please repeat your complaint so that I understand that correctly?”“Let me repeat that so to make sure I understand the situation clearly.”“Sorry, can you please explain what you mean by noisy?”“So you mean you’ve been calling all morning, is that correct?”“So you’ve been calling all morning, have I got that right?”5.Propose Suggestions“I propose the following solution …”“I have a couple of ideas that might help…”“How about we …”“Would it help if ….?”6.Reach an Agreement“Are you satisfied with this?”“I will check with you again soon to make sure this solution works.”“Thank you very much for bringing this to our attention.”“Again, thank you for bringing this to our attention and providing us the opportunity to make our services better.”。