A Job Interview
A: Mr Thomas? Welcome to customersFirst! Very nice to meet you.
B: Good to meet you too, Mrs Brightman.
A: Did you have any problems finding us?
B: Not at all. Your directions were fine.
A: Good. So, let’s get started and talk about the customer care manager job. I can see from your CV that you’ve got excellent qualifications and a very good background in customer care. First, why did you decide to work in customer service?
B: Well, I really like direct contact with people. I think I’m good at dealing with all kinds of situations with customers.
A. So, what qualities and skills could you bring to customer care?
B: Well, I like talking to people; I’m really sociable. Also, I can organize and manage teams well.
A: OK. Do you like dealing with staff and customers?
B: Oh, yes. I like working with other people. And I’m a good problem solver. I like finding creative solutions.
A: This job really needs someone who can do more than one thing at the same time. Is that something you can do?
A: Of course. I’m very comfortable with multi-tasking.
B: And are you good at customer follow-up?
A: Definitely. I always do my best to make sure the customer is satisfied
B: That’s exactly the kind of person we need for this job. So, what do you do in your free time?
A: I enjoy playing tennis and going to classical music concerts.
B: Really? I like tennis and classical music too.
A: Well, we all need lots of activities outside work if we want to have a good work-life balance.
B: Yes, I think so too. Well, Mr Thomas, I think you are an excellent candidate for the position. As you know, there are a number of other...
Making Suggestions
Jon: Thanks for coming to the meeting today. I know we can come up with some solutions about Tom Watson. First, let’s talk in general about what we expect from a team player. Er, Susan, what do you think?
Susan: It’s important for me that a team player is cooperative and friendly.
Jon: What about you, Mike?
Mike: Yes, I agree. I think a good team player should also be helpful and reliable.
Jon: Well, it seems that Tom Watson is not being a very good team player, right?
Susan: Yes, he really makes our project work difficult. He is lazy, uncooperative and rude all the time. What do you think, Mike?
Mike: You’re right, Susan. He is creating a really negative working atmosphere.
Jon: So, what are your suggestions for how to deal with Tom?
Susan: I think you should have a private meeting with him. Please find out why he is so unfriendly and so bored with his job.
Jon: That’s a possibility. Mike, do you have another idea?
Mike: Why don’t you move him to a different job? Maybe he just needs to work in another department.
Jon: That’s something to think about.
Susan: And I think you should tell him to go on a team-building course.
Jon: Ok, thanks, these are really good ideas for us to try. Let’s meet again next week to talk about this more.
Office Procedures
1. New employee: So, what are the working hours?
Colleague: Well, we’ve got flexitime here, but you must work a total of seven hours. So if you start at 9am, you can finish at 5pm. You mustn’t start work later than 10am.
2. New employee: Which name do I use with colleagues and bosses?
Colleague: You’re allowed to use first names with colleagues and family names with our bosses. It is different in other departments, so you have to ask to be sure.
3. New employee: Is there a dress code at the company?
Colleague: The company rules say you have to wear a suit for important meetings. Otherwise, you should just dress casually.
4. New employee: When can I have lunch?
Colleague: You can have lunch between 11am and 1.30pm. I suggest 11.30am or 1pm because the canteen is always crowded between 12 noon and 1pm. You don’t have to eat there. We’ve got several good restaurants and sandwich shops nearby.
5. New employee: Where can I park?
Colleague: In the underground car park. You mustn’t park directly in front of the office. This is reserved for customers.
6. New employee: Who can help me if I’ve got a problem?
Colleague: You should speak to me first. I’ll try to help you. I don’t think you should speak to the boss first.
7. New employee: Where can I smoke?
Colleague: You’re not allowed to smoke in the offices. This is against the law now.
8. New employee: Can I use the company computer to check my personal emails?
Colleague: Sorry, you’re not allowed to use the computers for checking private emails or surfing the internet. This is against company policy.
Taking an Order (A)
Agent: Good morning. Beverage Warehouse Helpline. May I help you?
Customer: Yes, please. I need to order ten cases of water – six sparkling and four still – for my restaurant.
Agent: Could you give me your customer number, please?
Customer: Yes, here it is: 55008-22.
Agent: So, I’ve got your customer file here. That’s Mr Sabatini of Little Italy Restaurant? May I confirm your contact details? Is that 57 Landon Street?
Customer: No, that’s our old address. Our new address is 89 Oakville Road. The postcode is M2 4JB.
Agent: OK. Let me just repeat that. 89 Oakville Road, Manchester, M2 4JB. Is that correct?
Customer: Yes, that’s right.
Agent: Would you like us to send out your order this morning?
Customer: That’d be perfect. I really need it by 5pm today.
Agent: Sure, that’s no problem. We can send it out by 11am, Mr Sabatini. I’ll go over your order again.
That’s ten cases of water – six sparkling and four still. We’ll rush the order so it arrives by 5pm.
Customer: That sounds great. Many thanks for your help.
Agent: Is there anything else I can help you with?
Customer: No thank you. That’s all for today. Bye for now.
Agent: Goodbye.
Taking an Order (B)
Agent: Good morning, Computerworld. May I help you?
Customer: Yes, please. I would like to order five laptops, model number 3567. I’m a regular customer.
Agent: Could you give me your customer number?
Customer: Yes, it’s 709521.
Agent: So, that’s Ms Smith of Barney Jones Ltd? May I confirm your contact details? Is that 56 Royal Road, Bristol, BS2 5RF?
Customer: Yes, that’s right. Could you possibly send out the laptops today? We really need them as soon as possible.
Agent: Of course, that’s no problem. We can send them out by 5pm today, Ms Smith. I’ll go over your order again. That’s five laptops, model number 3567. And we’ll rush the order so it arrives by tomorrow.
Customer: That sounds great. Many thanks for your help.
Agent: Can I help you with anything else?
Customer: No, thank you. That’s all for today. Bye for now.
Agent: Goodbye.
A Business Visitor
Helmut: Hi Jane. How’s it going?
Jane: Fine, thanks, Helmut. Good to hear from you.
Helmut: Thanks for your email about things to see in London after our meetings.
Jane: Oh, you’re very welcome. So what would you like to do?
Helmut: First, I’d really like to do a sightseeing tour of London. One that can give me a general view of the city.
Jane: Great. Are you interested in art?
Helmut: Yes, I’m a big art fan. I’d like to go to the new exhibition at the Tate Gallery.
Jane: OK. I can organize tickets for the city tour and for the Tate.
Helmut: Thanks for that. Also, I’d like to sample some of your food and drink. What do you suggest?
Jane: Well, we’ve got plenty of good restaurants and pubs. Our most famous meal is fish and chips.
But London has many fine restaurants with just about any international cuisine you could want.
We’ve got some very good places for Indian food.
Helmut: That sounds like a good idea, if it isn’t too spicy. My wife will be with me. She doesn’t eat meat.
Jane: Well, if she’s vegetarian, Indian food is just fine.
Helmut: Also, my wife doesn’t drink alcohol, so could you recommend a typical British non-alcoholic drink?
Jane: Hmm. No, there really isn’t anything special. The restaurant will have apple or orange juice.
So, how about music? Do you and your wife like opera or concerts?
Helmut: Actually, we prefer the theatre. We love musicals and we especially like Andrew Lloyd Webber.
Is there any chance of getting tickets?
Jane: Let me check on that for you.
Helmut: All right, Jane. Please email me the plan for our evenings out next week. I’m really looking forward to it.
Jane: Will do! Thanks for calling. Bye for now.
Helmut: Bye.
Greeting a Visitor (A)
Helen: Mr Jones? How do you do? I’m Mr Windsor’s assistant, Helen Brown. Please call me Helen.
Gerald: How do you do, Helen. Nice to meet you. And you can call me Gerald.
Helen: It’s a pleasure to have you here for the meeting. How was your journey to London?
Gerald: Fine, thanks. The train arrived on time with no delays.
Helen: That’s great. Did you have any problems finding us?
Gerald: Not at all. Your directions were very good.
Helen: Oh, thanks. So, could you please sign in and take a visitor’s badge? …
Helen: The meeting room is on the second floor. Would you like to come this way?
Greeting a Visitor (B)
Helen: So, here we are. May I take your coat, Gerald?
Gerald: Yes, that’s very kind of you.
Helen: I’ll put it here on the coat rack for you. The meeting will start in just a few minutes. Would you care to have a seat in the meeting room now?
Gerald: Yes, that sounds fine.
Helen: Can I offer you something to drink? A cup of coffee or tea?
Gerald: Tea would be nice.
Helen: How do you like your tea? With milk and sugar?
Gerald: Just milk please.
Helen: Here you are. Here’s our company brochure for you to read while you’re waiting.
Gerald: Oh, thanks, I’ll take a look at it.
Helping Around the Office
1.
A: Do I need a code for the photocopier?
B: Yes, the HR department will give you a special code number. This will work on any machine in the company.
2.
A: How can I set up voicemail in a new mobile phone?
B: Can I see what model you’ve got? Yes, it’s really easy to set that up. Let me show you step by step.
3.
A: Could you help me fix a paper jam in the printer?
B: Just open the front panel to pull the paper out. If it’s still a problem, we can call the maintenance department.
4.
A: Do I always need to take a message when someone isn’t available?
B: No, but the main thing is that you must always get his or her full name and phone number.
5.
A: What can I tell the caller if she needs to speak to my manager and how do I put someone through to my manager with the desk phone?
B: Tell the caller you’re putting her through to your manager. Then press the ‘star’ key and your manager’s extension number.
6.
A: What do I say when the caller wants to wait? How do I put someone on hold?
B: Ask the caller if he or she would like to hold for a minute or two. Press ‘hold’ at the bottom left of the phone set. Then get back on the line to ask if the caller wants to continue holding, or call back. If not, offer to take a message.
7.
A: When one of my colleagues is ill or on holiday, do I check his or her emails?
B: Yes, please go through his or her emails and check for important messages.
8.
A: Do I collect the customer at reception when he or she arrives?
B: That’s right. Please meet the customer downstairs and bring him or her to the office.
9.
A: Do I take calls for my colleagues or the boss while they’re in a meeting or at lunch?
B: Yes, it’s always really helpful to do that. Press the ‘star’ key and your extension number on the desk set to forward the calls to your phone.
Socializing with Clients (Track 1)
1
A: What do you think of our weather?
B: It’s really pleasant today.
2
A: What was the weather like in Manchester?
B: It was snowy and a bit windy.
3
A: What’s your favourite kind of weather?
B: I prefer the winter since I like skiing and snowboarding.
4
A: Have you heard the forecast for this weekend?
B: It will be cool and rainy.
5
A: What kind of weather don’t you like?
B: Well, I really don’t like hot weather. It’s very uncomfortable and makes me feel tired.
Travel
6
A: How was the drive from the airport?
B: There was no problem on the motorway. Fortunately, I didn’t get stuck in any traffic jams.
7
A: Did you have a good flight?
B: We had some turbulence but the pilot got through it just fine.
8
A: How was your train journey yesterday?
B: It arrived on time with no delays.
9
A: Did you have any problems finding us?
B: No, your directions were fine. They worked well with the navigation system in my car.
10
A: How was the service on Star Airways?
B: The flight attendants were really great.
Hotel
11
A: Where are you staying while you’re here?
B: I’ve got a room at the Hotel Plaza.
12
A: Are you satisfied with your hotel?
B: Oh, yes definitely. The service at the reception desk was friendly and helpful.
13
A: Do you have a room with a view?
B: Yes, it overlooks Hyde Park. It’s just lovely.
14
A: Is the hotel in a good location?
B: Yes, it’s in the pedestrian zone with lots of shops, restaurants and pubs.
15
A: How’s the breakfast buffet?
B: Absolutely delicious! They offer just about anything you want to eat.
Socializing with Clients (Track 2)
A: So you don’t care much for cold weather. What’s your favourite season?
B: Summer is my favourite time of the year. I really love outdoor sports.
A: Really? So do you like tennis?
B: Oh yes, I love tennis. I play twice a week. I also watch professional matches on TV.
A: Do you have a favourite professional player?
B: Well, in the men’s game, I like Alonso Torres. In the women’s, Alicia Simpson is just great!
