How do you deal with angry customers?

First: Deal with the person’s feelings.

Apologize that the situation has occurred.

–          Could you come over here and discuss this, please?

–          You must be upset.

–          I’m really sorry this happened.

Put yourself in your customer’s place.

Listen to the whole story without interrupting.

Maintain eye contact.

Nod your head.

Show the customer you’re really listening.

Until they’re calm they won’t even hear you.

–          I’m going to do everything to correct the situation.

–          I’m sure we can work it out.

Whatever you do don’t let the customer make you defensive.

She is angry at the situation, not you.

What you want to do is focus the anger.

Ask questions. Questions help control the dialogue and get the information you’ll need later on to solve the problem.

–          Do you mind if I ask you a few questions?

–          When did you buy the shoes?

–          By any chance do you have the receipt?

You understand the customer’s feelings. Now reflect those feelings back to the customer.

Give feedback.

–          You know I can just imagine how frustrating this must be.

Summarize the facts just to be sure you’ve understood them correctly.

Now it’s time to deal with the customer’s problem.

Step number one:

Find out exactly what the customer wants you to do.

–          I want you to give me my money back.

Of course sometimes you can’t do exactly what your customer wants.

If that’s the case you should explain what you can do.

–          I wish we could give you cash refunds, but since the shoes were purchased on sale we can’t do that. But here is what we can do. We can exchange them for another pair, we can give you a credit slip or we can repair them for you at no expense.

Suggest alternate solutions.

Then try to reach an agreement.

World’s worst jobs: Whatever you think of yours it’s probably not as bad as these

Fancy being an armpit sniffer, Mosquito bite victim, sewer diver or marine snot collector? No? We didn’t think so.

Armpit sniffer

Getting a whiff of BO may sound like the pits, but it’s all in a day’s work for Peta Jones. She works as a deodorant producer for Unilever in Australia, developing the Dove, Lynx and Impulse brands. A big part of her job is sniffing strangers’ armpits to check her products’ work. Peta said: “It was strange at first, but in a week it was fine.”

Mosquito bite victim

Helge Zieler has a job that really sucks – letting himself get bitten by mosquitoes. Working in the Brazilian rainforest, he offered himself as bait so he could study the bugs’ behaviour. But despite once suffering a really bad bout of malaria, he says: “The beauty of the rainforest far outweighs the thousands of mosquito bites.”

Pet food taster

This is not just pet food – this is the ultimate in Marks & Spencer dog and cat cuisine. Every dish in the store’s luxury range has been tested by Simon Allison. He said: “I love my job – but draw the line at swallowing.”

Sewer diver

We all think our job stinks from time to time, but it really does for Julio Cu Camara. He swims through sewers in Mexico City to clear blockages and repair pipes by hand. Julio, has notched up 1,400 dives in 30 years – each one lasting up to six hours in 7,500 miles (12,070 km) of tunnels. He has to wear a 40 kg helmet and suit to protect him from the human, chemical and animal waste – and its stench.

Julio has found horses, pigs, guns and “cigarette butts to car parts, furn­iture and fridges. You ask how it got there.” But of one thing he is certain: “The worst thing of all to find is a human.”

Watching grass grow

The grass expert works at British Seed Houses in Lincoln, where her daily duties include counting out and planting 400 seed samples. Later, she goes through them blade by blade to monitor growth. Helen said: “People think that it’s strange when I tell them my job is to watch grass grow. But it’s fascinating. I wouldn’t do anything else. It’s so rewarding to see a stretch of perfect grass.”

Whale snot collector

“There she blows” may be the traditional cry for whale spotters but marine biologist Karina Acevedo-Whitehouse gives it a new meaning. She flies a remote-controlled helicopter fitted with a culture dish through the spray of mucus whales eject from their blowhole, then analyses it for viruses and bacteria. Karina, from the Zoological Society of London, says: “It can be quite dangerous.”

source: www.mirror.co.uk

to fancy doing something – kedve van valamit csinálni
armpit – hónalj
to sniff – szagolni
mosquito bite – szúnyogcsípés
sewer – csatorna
marine snot – tengeri takony
BO = body odour – testszag
the pits – pokol, alvilág
it’s all in a day’s work – megszokott, része a mindennapoknak
deodorant – dezodor
it sucks – szívás
bait – csali
despite – valami ellenére
to outweigh – felülmúlni
cuisine – konyha
luxury range – luxuskínálat
to draw the line at – meghúzni a vonalat valahol
to swallow – nyelni, lenyelni
it stinks – borzalmas, pocsék (szó szerint bűzlik)
blockage – akadály, torlasz
to notch up – felvésni, feljegyezni
to protect – védeni
waste – hulladék
stench – bűz
car part – autóalkatrész
the worst thing of all – a legeslegrosszabb dolog
daily duties – napi feladatok
seed sample – magminta
blade of grass – fűszál
fascinating – lenyűgöző
rewarding – érdemes csinálni, kifizetődő
there she blows – Fúj a bálna! (felkiáltás bálnalesen)
whale spotter – bálnales résztvevője
remote-controlled – távirányítós
culture dish – petri edény
mucus – takony, nyálka
blowhole – bálna orrnyílása

Match the synonyms.

answers: 1-d 2-a 3-e 4-c 5-b

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2. Compassionate ….. is a short time spent away from work for personal reasons.
A: holiday
B: leave
C: go
D: off
E: out

3. A ….. union is an organisation for workers with particular skills to represent them to the employees.
A: work
B: skill
C: craft
D: specific
E: special

4. A ….. dispute is a disagreement between trade unions about what types of work should be done by the members of each of them.
A: demagogue
B: defiance
C: delivery
D: demarcation
E: democratic

5. The law of ….. returns refers to a situation in which a smaller result is achieved for an increasing amount of effort.
A: finishing
B: lowering
C: smallering
D: fading
E: diminishing

6. Direct ….. is the use of strikes or violence as a way of trying to get what you want from an employer, instead of talking.
A: activity
B: strike
C: action
D: picketing
E: force

7. The division of ….. is a way of organising work done by different groups of people.
A: work
B: labour
C: job
D: skill
E: toil

8. A ….. year is a year between leaving school and starting university which is usually spent travelling or working.
A: gap
B: leap
C: hole
D: abyss
E: pause

9. In a ….. strike most people in a country refuse to work, until they are given something that they are demanding.
A: total
B: general
C: national
D: selective
E: wholesome

10. A glass ….. is a point beyond which you cannot improve your position at work.
A: floor
B: ceiling
C: entry
D: wall
E: barrier

11. Someone who is …..-picked has been carefully chosen for a special job or purpose.
A: glove
B: soft
C: search
D: fine
E: hand

12. In-….. training takes place during your time at work.
A: job
B: work
C: service
D: office
E: floor

13. The labour ….. is all the people who work for a particular company.
A: skilled
B: army
C: market
D: force
E: staff

14. A ….. manager is one of the managers who are responsible for production.
A: floor
B: risk
C: produce
D: line
E: machine

15. A golden ….. is an amount of money paid to senior managers when they leave the company.
A: handshake
B: card
C: smile
D: bow
E: good-bye

16. Staff ….. is the amount of employees joining and leaving the company within a period of time.
A: leftover
B: turnover
C: return
D: profit
E: exchange

17. Your ….. record is all your achievements or failures in the past.
A: field
B: job
C: track
D: success
E: boss

18. Blue ….. workers are workers on the factory floor.
A: colour
B: cellar
C: cell
D: collar
E: crawl

19. A tied ….. is a house owned by your employer that you can live in for as long as you are employed.
A: cottage
B: house
C: flat
D: apartment
E: cave

20. Sick ….. is money given by an employer to someone who cannot work because of illness.
A: payments
B: pay
C: fee
D: wage
E: salary

Megoldások
1.A 2.B 3.C 4.D 5.E
6.C 7.B 8.A 9.B 10.B
11.E 12.C 13.D 14.D 15.A
16.B 17.C 18.D 19.A 20.B

2. The ….. stops here.
A: deer
B: money
C: dollar
D: horse
E: buck

3. Business before ……
A: holiday
B: free time
C: entertainment
D: going out
E: pleasure

4. The devil finds work for idle ……
A: hands
B: minds
C: brains
D: legs
E: hearts

5. Why keep a dog and ….. yourself?
A: bite
B: bark
C: run
D: pay
E: fetch

6. If you can’t stand/take the heat, get out of the ……
A: heat
B: room
C: kitchen
D: fire
E: living room

7. You pays/pay your ….. and takes/take your choice.
A: friend
B: business
C: invoices
D: money
E: bill

8. Practice makes ……
A: genius
B: good
C: perfect
D: wise
E: clever

9. Never put ….. until tomorrow what you can do today.
A: off
B: down
C: in
D: on
E: out

10. Time and ….. wait for no one.
A: money
B: tide
C: ebb
D: girlfriend
E: bus

11. Give us the ….. and we’ll finish the job.
A: rules
B: tools
C: means
D: equipment
E: things

12. Nothing ventured, nothing ……
A: won
B: profited
C: gained
D: advanced
E: increased

13. Make ….. while the sun shines.
A: hay
B: bed
C: straw
D: play
E: fire

14. Many ….. make light work.
A: feet
B: hands
C: eyes
D: brains
E: friends

15. All work and no ….. makes Jack a dull boy.
A: game
B: quiz
C: play
D: rest
E: study

16. There’s no peace for the ……
A: shrewd
B: devil
C: bad
D: wicked
E: evil

17. Where there’s a ….. there’s a way.
A: will
B: mind
C: want
D: need
E: wish

18. A woman’s work is never ……
A: OK
B: done
C: ready
D: seen
E: made

19. If a thing ….., it’s worth doing well.
A: is worth doing
B: you are doing
C: is done
D: can be done
E: is yours

20. If it ain’t/isn’t ….., don’t fix it.
A: broken
B: broked
C: braked
D: broke
E: break

Megoldások
1.A 2.E 3.E 4.A 5.B
6.C 7.D 8.C 9.A 10.B
11.B 12.C 13.A 14.B 15.C
16.D 17.A 18.B 19.A 20.D