Een uitgebreide en overzichtelijke samenvatting over de stof van de hoofdstukken 10 en 11. In deze samenvatting vind je o.a. handige voorbeelden en afbeeldingen die aansluiten op het boek.
,Inhoudsopgave
Unit 10: Customer service ...................................................................................................................... 2
10.1 Vocabulary ................................................................................................................................... 2
10.2 Grammar: Gerunds ...................................................................................................................... 3
Unit 11: Crisis management ................................................................................................................... 4
11.1 Vocabulary ................................................................................................................................... 4
11.2 Grammar: Conditionals ............................................................................................................... 5
Negotiating ............................................................................................................................................. 7
Writing business e-mails......................................................................................................................... 7
1
, Unit 10: Customer service
10.1 Vocabulary
Woord Betekenis Zin
Be put on hold - to In de wacht gezet worden. Many people don’t like being put on hold
when phoning their supplier.
Be ripped off – to Teveel voor iets betalen. Several people think they are paying too
much and feel they have been ripped off.
Bread-and-butter De belangrijkste bron van Their bread and butter is reporting local
business inkomsten voor een bedrijf. events.
By word of mouth Informatie die je krijgt van We learnt of this great restaurant by word
iemand die je dat vertelt. of mouth.
(Mond op mond reclame).
Cadre - a Een kleine groep mensen die A cadre of loyal customers.
speciaal voor een bepaald
doel zijn gekozen, opgeleid en
georganiseerd.
Collate - to Om verschillende stukken All the information obtained is being
schriftelijke informatie samen collated.
te brengen, zodat de
overeenkomsten en
verschillen zichtbaar zijn.
Exceed Meer doen dan wat men Our customer service approach is to
expectations - to verwacht. exceed expectations.
Face to face Wanneer je direct (fysiek) tot I prefer to talk to someone face to face
een persoon kan praten. instead of sending an email.
Intercede - to Je probeert hem/haar over te They asked my father to intercede with
halen om iemand te vergeven the king on their behalf.
of hun meningsverschil met
hen te beëindigen.
Pass the buck - to Om schuld of He always tries to pass the buck to his
verantwoordelijkheid op een colleagues.
ander over te dragen.
Pay lip service Zeggen dat je het ergens mee She claims to be in favour of training, but
something - to eens bent maar niets doen so far she's only paid lip service to
om het te ondersteunen. the idea.
Pre-empt - to Om iets te doen of te zeggen To pre-empt the customer’s needs to
dat het plan of de actie van minimise the time they spend on the
iemand anders stopt. phone.
Rapport - a Het hebben van een goede To establish a good rapport with a
relatie waarin elkaars ideeën customer.
of gevoelens goed begrepen
worden.
Recoil from - to Tegenwerken vanwege angst Customers no longer recoil from voice
of afkeuring). and touch automated services.
Refund - a Een teruggave (van geld). Giving refunds promptly and without fuss
is important in customer service.
Repository - a Een plek waar dingen worden A repository could be a central location in
opgeslagen en kunnen which data is stored and managed.
worden gevonden.
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