8.3 Complaining & apologizing

 Exercise B: Complete each sentence. Then decide what to write in your reply to each as if it was your fault in each case.

     1.       - …we are concerned that the order we placed by letter on 8 June may have got lost in the post. Could you please inform us if you got the order?

REPLY:

We inform you that we did, but we are very sorry because we lost it. It was misplaced. Please accept our apologies once again. We are really sorry.

     2.       - …the order has not yet arrived at our warehouse, even though we received advice of shipping from you ten days ago. Would you explain us what happened with our items?

REPLY:

We are very sorry to hear this, but we actually put your order on the ship 10 days ago, we don’t really know what happened to your items, but we will investigate with the boat company and we will let you know as soon as possible.

Please accept our apologies.

     3.       …according to your scale of charges the price of a single room with bath is $55 including tax. However, on checking my account later I discovered that was charged $69.50 per night. Will you please charge me the right amount quantity?

REPLY:

We are very sorry about the mistake but, there has been a problem with the system and we didn´t realize.

Please accept our apologies for this and we will let you know the right quantity plus a discount. Once again we are sorry.

     4.       …our order was for 80 boxes containing 144 items each. Each box we have opened so far contains only 100 items. Will you please tell us what happened with the 44 missing items?

REPLY:

We are sorry about that. We sent you the wrong order. As soon as possible we will send you the missing items. Sorry again.

Exercise C: Now imagine that the four problems in B are being discussed on the phone.

      1.       Riiing… Ring….

Zenith International: Good morning, thank you for calling to Zenith International, this is Danya talking, what can I do for you?

Unilex: Hi Danya, good morning. This is Peter Peterson from Unilex, we are concerned that the order we placed by letter on 8 June may have got lost in the post. Could you please inform us if you got the order?

Zenith International: I’m pleased to inform you that we did, but we are very sorry because we lost it. It was misplaced. Please accept our apologies.

Unilex: I see… Ok, I will send the order again, but this time by e-mail.

Zenith International: Ok. And once again, we’re sorry.

      2.       Riing… Riiing…

Zenith International: Good morning, thank you for calling to Zenith International, this is Danya talking, what can I do for you?

Multilex: Good morning. I’m calling from Multilex. I’m sorry to bother you but the order has not yet arrived at our warehouse, even though we received advice of shipping from you ten days ago. Would you explain us what happened with our items?

Zenith International: Oh, I’m sorry to hear that but we actually put your order on the ship 10 days ago, we don’t really know what happened to your items, but we will investigate with the boat company and we will let you know as soon as possible. Please accept our apologies.

Multilex: That’s all right.

      3.       Riing… Riiing…

DeLuxe Hotel: Good morning, thank you for calling to DeLuxe Hotel, this is Danya talking, what can I do for you?

Customer: Good morning. It may have slipped your mind but according to your scale of charges the price of a single room with bath is $55 including tax. However, on checking my account later I discovered that was charged $69.50 per night. Will you please charge me the right amount quantity?

Deluxe Hotel: Can you tell me your name Please?

Customer: Sure, I’m Kate Wilson.

Deluxe Hotel: That´s right, we are very sorry about the mistake Ms. Wilson but, there has been a problem with the system and we didn´t realize. Please accept our apologies for this and we will let you know the right quantity plus a discount. Once again we are sorry.

Customer: That’s all right. Thank You.

      4.       Riiing…. Riiing…

Zenith International: Good morning, thank you for calling to Zenith International, this is Danya talking, what can I do for you?

Uniplex: Hi good morning. I’m calling from Uniplex. I’m sorry to bother you but our order was for 80 boxes containing 144 items each. Each box we have opened so far contains only 100 items. Will you please tell us what happened with the 44 missing items?

Zenith International: We are very sorry about that. We sent you the wrong order. As soon as possible we will send you the missing items. Sorry again.

Uniplex: It’s perfectly all right.

VOCABULARY & Practice Video 8 Dealing with problems

VOCABULARY

Replacements: New goods to replace the faulty ones.

Warranty: Guarantee, written promise to repair or replace faulty goods.

It’s up to you to sort it out: It’s your responsibility to find a solution.

A service issue: The responsibility of the service department.

Being Professional: Behaving in a responsible or professional way.

Odd: Strange

Priority: Most important

Extension: Extra period of warranty

Faulty parts: parts that are broken or don´t work.

Clear this with me: Get my agreement.

In stock: Available now.

Practice Video 8 Dealing with Problems

8.1 Watch 8.1 and then discuss these questions:

-Jim has to do something. What do you think he should do?

He should look for a solution to the problem.

-What does Liz want Microflex to do?

She wants Microflex to replace the photocopier machine.

-What do you think is going to happen?

Jim is going to offer Liz to replace the photocopier machine.

8.2 Watch 8.2 and then discuss these questions:

-In this case, who do you side with, Jim or André?

André

-Who has to find the solution?

Both like a team

-What kind of relationship do Jim and André have?

They are colleagues only.

-How should they behave when working together?

Always professional

8.3 Watch 8.3 and discuss these questions:

-Is Liz convinced by what Jim says? Why/ why not?

Maybe she is not convinced, but she has to trust him because they only can give her a solution.

-What solution do you think Jim will suggest?

He is going to suggest replacing the photocopier machine.

-Do you think André will support this solution?

No, I don’t think so.

8.4 Watch 8.3 and discuss these questions:

-What are they going to do now?

They will have to apologize and try to find another solution

-Jim has to phone Liz and tell her the bad news. What should he say to her?

He should apologize and tell her that he made a mistake that he’s sorry but they don’t have any other photocopier machine in stock.

-What do you think she will say to him?

She will tell him that that´s not her business and she wants a solution soon.

-What do you think will happen in the end?

Liz’s company won’t buy Microflex anything else again and she won´t recommend them.

8.2 We all make mistakes- Sometimes! :)

EXCERSICE B. - Decide what you are going to do:

I will try to negotiate a lower price from UNIFLEX and I will visit them while I´m in Italy next week.

EXCERSICE C: Role- play:

VISIT TO UNIFLEX:

Danya: Hi Ms.Donato, How are you?

Lucia Donato: I’m fine, and you?

Danya: Fine Thank you. I need to talk to you about the last order, see: Uniplex is offering us the same items that you and they have a price 7 ½ % lower than yours. What do you suggest we can do?

Lucia Donato: Let me think, probably, I could offer you 8% less than they, no less.

Danya: mmm I like the idea, because you are our long time supplier, and we know the quality of your products and service.

Lucia Donato: ok. Deal closed.

VISIT TO UNIPLEX:

Danya: Hi Mr. Conti, Can I talk to you?

Piero Conti: Hi Danya, sure, come in.

Danya: I’m not quite sure how to put this, but there’s been a misunderstanding with the orders and I need to cancel our order. I’m really sorry.

Piero Conti: Are you sure? You most know that we offer quality and good service.

Danya: Yes, I’m sure.

Piero Conti: Ok. So you will have to pay a 10% commission for the canceled order, ok?

Danya: Ok no problem and accept my apologies again.

Piero Conti: If you need something in the future don’t hesitate to call.

Danya: Thank you very much. Have a nice day.

EXCERSICE D: Draft a fax or e- mail, which you could have sent instead of visiting Uniplex and UNIFLEX.

Email to UNIFLEX:

From: Danya Cardenas, Zenith International.

Subject: Order Number 0123

Date: January 20^th 2011

Dear Ms. Donato:

The reason of this email is to talk to you about the order 0123 you sent to us.

You see: Uniplex, in Pisa, Italy, is offering the same items that you but with a price 7 ½ lower than yours, so we want to know if there’s a possibility to negotiate a lower price with you.

Whit nothing else for the moment, we would appreciate hearing forward from you.

Yours sincerely:

Danya Cardenas

Zenith International’s Buying Department Manager.

Email to UNIPLEX:

From: Danya Cardenas, Zenith International.

Subject: Order Number 1

Date: January 20^th 2011

Dear Mr. Conti:

I’m not quite sure how to put this, but there’s been a misunderstanding with our order and I need to cancel it.

We will pay any commission for canceling, just send us the invoice, and we will proceed to pay.

Please accept my apologies and have a nice day.

Sincerely yours:

Danya Cardenas.

Zenith International’s Buying Department Manager.

EXCERSICE E: How I dealt with the problems:

To deal with the problems, I had to think very well what I was going to do, what is the best for the company and try not to damage the relationship with our suppliers.

EXCERSICE F: Draft a short report to your boss explaining how you dealt with the problems, remembering he is Max’s father.

REPORT

From: Danya Cardenas, Buying Department’s Manager.

To: Peter Robertson, Managing Director.

Date: January 20^th 2011

Problems with the order

As you most know, during my absence, we had some misunderstandings with the recent order of cables made to, according to my assignment to Max, UNIFLEX, but it was made to Uniplex.

I want to inform you that the problem has been solved, we negotiated a lower price with UNIFLEX and they accepted, and we canceled the order to Uniplex, which generated a 10% commission.

Danya Cardenas
Buying Department's Manager

QUESTION UNIT 8: WHAT KIND OF PROBLEMS MIGHT PEOPLE EXPECT IN THESE DEPARTMENTS OF A COMPANY?

Accounts: Misunderstandings with the accounts.


Personnel: To have problems among them, like fights or problems with the company, like strikes.


Sales: Give the wrong product to the costumer or charge the wrong price.


Warehouse: Bad control of entrances and outputs of products.


Factory: Bad quality in the products or in the material that is used to make it.


Transport: Bad quality in the services or in the units.


Purchasing: Buy something that wasn’t the expected. Get a wrong order; it could be the wrong items, wrong quantity or bad quality.

NIBE PLAN

BLOG--NIBE
(Los alumnos deberán hacer un blog donde subirán todos los trabajos de análisis, síntesis y ensayos y entregar links para ser revisados por los maestros).
QUESTION: UNIT 8.
WHAT KIND OF PROBLEMS MIGHT PEOPLE EXPECT IN THESE DEPARTMENTS OF A COMPANY?
1. Accounts /Personnel / Sales / Warehouse /Factory /Transport / Purchasing
1. look for information about each department
http://www.essays.se/about/problems+in+company/

http://www.inc.com/magazine/20040201/nbrodsky.html#
www.essays.se/about/problems+in+company/ -
http://www.fastcompany.com/magazine/140/made-to-stick-stop-solving-your-problems.html
(entrar hacer comentarios que serán checados por los maestros.)

QUESTION: UNIT 9.
WHEN WAS THE LAST TIME YOU TRAVELLED TO ANOTHER COUNTRY (OR ANOTHER PART OF YOUR COUNTRY ) WHAT DID YOU DO THERE?
MAKE A BUSINESS TRIP PLAN OR PROJECT TO DIFFERENT COUNTRIES.
1. Look for information about cities, hotels, flights, rates etc.
http://travel.hotels-and-discounts.com/hotel/searchresults?currencyCode=MXN&userCity=san+francisco%2CCA%2CUS&additionalDataString=additionalData2%7C221684461%7C%7CadditionalData1%7CsME396666966067867%7C%7CvrBookingSource%7Cnull&locale=es_MX_MX&searchParam=5603B51F-EFAE-483E-9073-E7CECB95F048&searchType=DESTINATION&cid=59562
http://www.allcountries.org/maps/north_america_maps.htmlhttp://www.photius.com/wfb2001/airport_codes_alpha.htmlwww.swlauriersb.qc.ca/english/.../travelwq.htmwww.beth.k12.pa.us/schools/.../kgwebquest.htm- www.beth.k12.pa.us/.../kgwebquest/kgwebquest.htm - iw3c2.cs.ust.hk/WWW5/www5conf.inria.../Overview.htmlcmcweb.lr.k12.nj.us/webquest/reca.htm - www.sdst.org/shs/library/ancientwq.html - jknowles42.tripod.com/travelagentwebquest
QUESTION: UNIT 10:
WHICH ARE SEVEN PRODUCTS, (GOODS AND SERVICES) THAT ARE PRODUCED OR PROVIDED IN YOUR CITY OR REGION? AND WHAT COMPETITION DOES EACH PRODUCT FACE?
1. Look for information about different brands, types, image and advertisement as well as potential customers.
http://caplen2007.blogspot.com/2007/12/webquest-el-marketing-mix_13.html
(Blog --web quest to make)
http://www.websitemarketingplan.com/
http://www.marketing-xxi.com/
http://www.monografias.com/trabajos7/mark/mark.shtml#mix
http://es.wikipedia.org/wiki/Marketing#Concepto
http://www.marketingdirecto.com/
http://www.marketinet.com/ebooks/manual_de_marketing/manual_de_marketing.php

QUESTION UNIT 11:
How would you hold a meeting to organize social event s ( a company picnic, a departmental party, a group social evening, a class excursion, a congress.?
1. First of all, draft an agenda to include all the most important points or steps to follow up.
2. organize a video conference. (invite whomever you want)
http://bl159w.blu159.mail.live.com/default.aspx?rru=getmsg%3fmsg%3d9DBA0C86-189A-11E0-9D4C-00215AD7130E
(Regional library)
http://www.google.com.mx/search?source=ig&hl=es&rlz=1G1ACAW_ESMX414&q=different+kinds+of+meetings+&btnG=Buscar+con+Google&aq=f&oq=
PDF FILE
http://www.meetingsupport.org/node/410 http://www.brighthub.com/office/entrepreneurs/articles/82887.aspx

(BLOG, TO COMMENT)

QUESTION UNIT 12:
WHICH OF THE PRODUCTS YOU USE EVERYDAY DO YOU KNOW HOW TO USE ?
1. Find about at least 5 diagrams or processes, and explain in your own words how the product works.
http://www.easycomputertips.com/article-howtouseyourpc-thebasics.html
http://www.helping-you-learn-english.com/how-to-use-a-photocopier.html
http://www.youtube.com/watch?v=W8BkQQGus88
(videos you tube how to…)

QUESTION UNIT 13:
WHAT IMPRESSION DO YOU TRY TO GIVE IN AN APPLICATION LETTER?
1. Find about people´s attitude on next points, by making some interviews. (at least 10).
Working under stress, dealing with people in English, travel, work experience, health, working with other people, administration, education and training, personality and present job.
http://jobsearch.about.com/od/jobapplications/Job_Applications.htm
http://www.bls.gov/oco/oco20043.htm

QUESTION UNIT 14:
WHICH ARE THE BENEFITS OF NEW FIVE PRODUCTS YOU´VE RECENTLY BOUGHT?
1.First of all find about the wholesale price/ the recommended retail price/ how quickly the goods could be shipped/ what kinds of customers the products would appeal to/ why your customers might find the product attractive/ how each item is packed/ if the product is supplied complete and ready to use/ where the product is manufactured and how.
2. List the features and benefits of the products.


QUESTION UNIT 15:
WHICH IS YOUR SPECIAL PROJECT?
1. Exposition about the product.
Publicado por amcd040550 en 13:57 0 comentarios
miércoles 8 de diciem

viernes 14 de enero de 2011

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