Podcast: The magic words of customer service

By Ana | Podcast Inglês Online

Mar 29
Inglês - Podcast The magic words of customer service

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Hey, what’s up? Nesse episódio do podcast Inglês Online eu falo sobre o assunto “atendimento ao cliente” em inglês.

Transcrição

Hi, everyone. Today we have a new episode of the inglesonline podcast. Please subscribe to this podcast using the Podcasts app for iPhone or iPad, or listen to the episodes using the Inglesonline Android app.

So the other day I came across a pretty interesting article about Customer Service. You know, customer service? I found the following definition on a dictionary: Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation*. In other words, customer service is what happens every time you have a simple question or a major problem, and you then call the “Atendimento ao Cliente” number, if you’re in Brazil.

If you’re like most Brazilians, you have at least once had to deal with Tim, Claro, Vivo, Oi or some other phone service provider. All of these providers, with no exception, have a bad reputation when it comes to customer service. I mean, I’ve had bad experiences with Vivo and Tim and I’ve heard people complain a lot about every single phone carrier under the sun.

Have you ever had to call your carrier’s customer service number only to be put on hold for several minutes, before being transferred to three different departments? And when you finally got to speak to a human being, that person wasn’t able to solve your problem?  I mean, phone carriers in Brazil are a legend… So that’s why this article caught my attention. I mean, check this out: the article is titled “The 10 Magic Phrases of Customer Service”. The author defends that there are certain “magic words” that customers want to hear when they have a problem and call your company for help.

Here are a few things that, according to author, customers would love to hear from the rep at the other end of the line: I can solve that problem. I will take responsibility. I will deliver on time. And  It will be just what you ordered. I mean, can you imagine the next time you call a company’s customer service number… Let’s make this even more fantastic: imagine you’re calling the “Atendimento ao cliente” of your local phone carrier. Then the customer rep listens to your complaint and says “I can solve that problem” without a hint of irony. Then you say that, the last time you called, the company promised to fix the problem but they didn’t. And the rep replies “I will take responsibility”. I mean, to me that would be so unexpected that it would probably crack me up. Wouldn’t we all love to hear those words next time a service provider screws up?

Of course, saying those words and not following up with actions would be even worse, I think. I guess most people are tired of empty promises and that is why companies that not only talk the talk but walk the walk stand out from the crowd so much. So, tell us: do you have any interesting customer service stories? Do you work in customer service – are you a rep? Have you ever come across a company that provides outstanding service, and keeps their promises? Let us know in the comments and talk to you next time!

*Jamier L. Scott. (2002)

The 10 Magic Phrases of Customer Service (article)

 

Glossary

phone carrier = empresa de telefonia que presta serviços de voz (ou dados) como Vivo, Tim, etc.

under the sun = do mundo, no mundo inteiro (neste caso, usado com um pouco de exagero já que estou falando apenas do Brasil)

are a legend = são “lendárias”, no sentido de que já ficaram famosas e conhecidas por causa desse assunto

the rep = “rep” é abreviação informal para “representative” (customer service representative)

without a hint of irony = sem um pingo de ironia

it would crack me up = me faria gargalhar

talk the talk and walk the walk = falar que vai fazer algo, declarar uma posição sobre algum assunto, e ter ações que estão de acordo com o que foi dito (ao invés de dizer uma coisa e fazer outra)

stand out from the crowd = se diferenciam (da multidão)

Ana
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Vera Graña 16/11/2013

Hi Ana! I strongly agree with it, phone carriers in Brazil are a legend, it seems like a comedy with customers, I know that, been there. Those reps usually talk to talk and walk to walk….shame on them!!!!

Tks,

Vera Graña 16/11/2013

Hi Ana! I strongly agree with it, the phone carriers in Brazil are a legend, it seems like a comedy with customers, I know that problem, I know that, been there. The reps usually talk to talk and walk to walk….shame on them!!!!

Tks,

Camila 28/04/2013

Ana Thalk that é o título de um album de Rihana, seria o mesmo sentido de: talk the talk and walk the walk = falar que vai fazer algo, declarar uma posição sobre algum assunto, e ter ações que estão de acordo com o que foi dito (ao invés de dizer uma coisa e fazer outra)

erroroAccof 10/04/2013

When I originally commented I clicked the -Notify me when new comments are added- checkbox and now each time a comment is added I get 4 emails with the identical comment. Is there any way you possibly can take away me from that service? Thanks!

christian louboutin]

Graziele 03/04/2013

Olá Ana, amo seus podcasts e recomendo a todos os meus amigos
I came across = me deparei ( o google traduziu assim)
é isso mesmo? pois eu não havia entendido.

Alex Oliveira 02/04/2013

Hi Ana,

I have to say that all your podcast are amazing!

I`ve using your podcast since before my exchange and helped me during and after that!!! I am so glad to found this web site, for me the Best!!!

I wish to get a good English as you have! And after all i just wanna say: THANK YOU!

About the Subject the worst is when you try to call just to cancel some service… probably you will spend hours like me.

Jean Carlos 31/03/2013

Ana,

In the past podcast you use two sentence that I didn’t understand the meaning. This was a particular word: “though”.
To me, the sentences are complete withou them. Look the sentences, and try to explain to me why you use them. Thanks

What about a pet peeve, though?
I totally understand how that can be annoying to people who are super focused on the story though.

    Ana 03/04/2013

    Oi Jean,
    Faça uma busca aqui no site, pois eu já escrevi uma série de dicas sobre isso, OK?

Luis Henrique 30/03/2013

Under the sun? What does that means Ana ?

    Ana 30/03/2013

    Atualizei o Glossary – olhe lá…

angela 30/03/2013

Hello, Ana! My worst experience was with cable TV. Fone calls, codes, time but not solution.

Fabio 30/03/2013

Hello, I have problem with my internet service and I´ trying to contact costumer service, but after 30 min nobody get my call, I give up.

Mauricio 30/03/2013

Oi Ana, o link do download desse podcast esta apontando para podcast anterior.

    Ana 30/03/2013

    Obrigada- arrumado..

Joab 29/03/2013

A few time ago I had an terrible experience like with a phone company, after I make a complaint and ask the clerk to read the content, so he said me with all letters “VAI TOMAR BANHO”. Brazil has a big problems with phones carriers, unfortunatly our laws doesn’t make any diference with them. I always laugh a lot when I remember this situation, it was funny.

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