Transcript QUESTIONS 1 and 2

pages 42–47
QUESTION 10
Question 10
Question 10
Question 10

Voice message

The caller has a problem.

YOU need to resolve it…
 You work for this company;
 Your job is to help with the problem.
Question 10

Type of company?

When does it need to
be resolved?

What is your
position?

What type of
language should you
use?

Conclusion…


Nature of the
problem?
Solution(s)?
Question 10
YOU WILL HEAR:
Hi, this is Marsha Syms. I’m calling about my bank card. I went to the
bank machine early this morning — you know — the ATM, because the
bank was closed, so only the machine was open.
Anyway, I put my card in the machine and got my money out, but then my card
didn’t come out of the machine. I got my receipt and my money, but then my
bank card just didn’t come out. And I’m leaving for my vacation tonight so I’m
really going to need it. I had to get to work early this morning and couldn’t wait
around for the bank to open.
Could you call me here at work and let me know how to get my
bank card back? I’m really busy today and really need you to call
me soon. I can’t go on vacation without my bank card.
This is Marsha Syms at 555-1234. Thanks.
Question 10

You can’t take notes, so the test is helping you 
How??? 
By repeating information in the listening passage.
Q10 is carefully designed to help you pay
attention to the important information…
to help you prepare your response.
Question 10
Remember: You work for this company

Good customer service
 Polite, helpful language 공손한; 세련된

Problem –solving skills
 Propose a quick and efficient solution with
positive result
Question 10
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Use polite language

 Please, Thank you


 “I’m terribly sorry about
this …”
 “I apologize for the
inconvenience …”
Use modals
 “If you could come in …”
 “Would you…”
Use formal language
 “Ms. Syms, my name is
…”
Mr. / Mrs.
Apologize

Avoid threatening
language

“Your
problemprobably
…”
DON’T
attack
“The
machine

“You made
mistake
DON’T
blameathe
caller.…”
malfunctioned…”
 “It’s your fault…”
Question 10

Use comforting, acknowledging language
 “I would be happy to help you.”
 “Thank you for calling…”

Give timeframes to resolve problem
 “We can solve this problem right away.”

Give clear, positive solution
 “We will be happy to issue you a new card if we cannot
recover the old one.”
Question 10
 Hello, Ms. Syms. This is Amy Kim from JS Bank.
 I got your message about your bank card that didn’t come
out of the machine and I apologize for the inconvenience. It
turned out that ATM didn’t work properly this morning at many
bank branches and some customers of our bank experience the
same problems.
 We are very sorry. I understand you need your bank card
today to go on vacation, so we will send your card to you by
express postal service. You will get your bank card back within
four hours. Please let me know your address.
 Once again, we are very sorry for the inconvenience and
thank you for your patience.
RESPONSE TIME:
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Question 10
Question 10
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1)
Organize your response
Develop the information in a logical manner
Solution
Question 10
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Organize your response
Develop the information in a logical manner
Duplicate or mirror what the caller says
1)
Introduce yourself
Question 10
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
Organize your response
Develop the information in a logical manner
Duplicate or mirror what the caller says
2)
Address/acknowledge the problem
 I want to make sure I understand the situation:
You were able to withdraw money from the ATM,
but the machine…
 It sounds as if you need your ATM card
as soon as possible…
Question 10


Organize your response
Develop the information in a logical manner
Duplicate or mirror what the caller says
3)
Offer a solution or set of solutions AND a
timeframe
 What I can do for you is offer an immediate
replacement for your ATM card, and you
can go to any local branch…
Question 10


Organize your response
Develop the information in a logical manner
Duplicate or mirror what the caller says
4)
Give return information
 If you could call me back at ###-####
Again, my name is …
 Thank the customer/caller.
Question 10
 Listen
RESPONSE TIME:
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Question 10
Question 10
Question 10

Due to the specific nature of these question
types, getting authentic ETS® approved
materials is recommended to aid in further
preparation in this section.
Question 10
http://mayrufo.weebly.com/may-2015.html
VOCABULARY QUIZ 2
WEEK13
Useful Words & Phrases
Accounting
Marketing
Management
Personnel
Sales; H.R.
Salary
Minimum
Wage
Overtime
Pay
Oriental
Potential
department
Corporate
Employer
Employee
Applicant
Association
Corporation
Affiliated
Incorporated/ Inc.
Current
Recent
Refreshments
Facilities
Promotion
Browse
Increase
Social
Specialty
Questions 7, 8, 9
WEEK 12: Question 11
End of
semester
schedule
WEEK 13: Quiz 2
WEEK 14: Speaking Test
WEEK 15: Vocabulary Test
last day!
Schedule of make-up classes, quiz, and exams
Question 10