clarify sth. [(klÄrEfaI] etw. klären, klarstellen
flag sth. [flÄg] etw. kennzeichnen
hesitate [(hezIteIt] zögern2/2014 http://www.business-spotlight.de 59Rosemary Richeyis a business English trainer in Munich and the author of
English for Customer Care(see “For more information” box). She also pro-
vides cultural training for the Middle East. Contact: [email protected]Useful phrases
Offering assistance
nHow may/can I help you?
nWhat can I do for you?
nI’d be glad to handle that for you.Clarifying
nWhat seems to be the problem?
nAnd how long have you had this problem?
nCould you tell/give me more details?
nIn other words, you need to...
nLet’s go through this again.Making and keeping promises
nI’m sure we can find a solution.
nI’ll phone you back in half an hour.
nI’ll ring you... to make sure everything
went well.
nI’ll flagyour request/order as urgent.
nI’ll make sure that...
nWould that be all right for you?Suggesting alternatives
nIf this doesn’t meet your needs, can I
suggest...?
nI’ll look into other possibilities by...
nWe’re unable to offer you that, but you
can try...
nWhy don’t you contact...?Agreeing on action and concluding
nWe’ve agreed on...
nWhat we’ve decided is...
nCan I help you with anything else today?
nDon’t hesitateto ring again if you have
any more problems.Active listening
empathize [(empETaIz] sich einfühlen
follow sth. [(fQlEU] etw. (genau) verfolgen
get/catch sth. [get/kÄtS] ifml. etw. (akustisch) verstehen
jot sth. down [)dZQt (daUn] etw. kurz notieren
take sth. down [)teIk (daUn] etw. aufschreiben, notierenClarifying
acknowledge (a problem) [Ek(nQlIdZ] (ein Problem) einräumen
clarify sth. [(klÄrEfaI] etw. klären, klarstellen
clear sth. up [)klIEr (Vp] etw. aufklären
describe sth. [di(skraIb] etw. beschreiben
go over sth. [)gEU (EUvE] etw. durchgehen
show courtesy [SEU (k§:tEsi] Zuvorkommenheit zeigenMaking and keeping promises
assist sb. [E(sIst] jmdm. behilflich sein
flag sth. [flÄg] etw. kennzeichnen
follow up on sth. [)fQlEU (Vp Qn] einer Sache nachgehen
get back to sb. [)get (bÄk tu] sich wieder bei jmdm. melden
resolve sth. [ri(zQlv] etw. lösen
satisfaction: be to sb.’s ~ [)sÄtIs(fÄkS&n] zu jmds. Zufriedenheit sein
take care of sth. [)teIk (keEr Qv] sich um etw. kümmern
talk/walk sb. through the steps jmdm. die Schritte einzeln erklären
[)tO:k/)wO:k Tru: DE (steps]Taking action and suggesting alternatives
confirm sth.[kEn(f§:m] etw. bestätigen
recap sth. [(ri:kÄp] etw. (kurz) zusammenfassen
recommend sth.[)rekE(mend] etw. empfehlen
summarize sth. [(sVmEraIz] etw. zusammenfassen
upgrade sth. [)Vp(greId] etw. höherstufen, aufwertenTransactions and services
adjust (a bill/invoice) [E(dZVst] (eine Rechnung) berichtigen
cancellation [)kÄnsE(leIS&n] Stornierung
compensation[)kQmpEn(seIS&n] Ausgleich, Entschädigung
complimentary [)kQmplI(mentEri] gratis, Frei-
convenience [kEn(vi:niEns] Annehmlichkeit
enquiry[In(kwaIEri] Anfrage
exchange (sth.) [Iks(tSeIndZ] Aus-, Umtausch; etw. aus-, umtau-
schen
inconvenience [)InkEn(vi:niEns] Unannehmlichkeit
issue (a receipt/voucher) [(ISu:] (einen Beleg) ausstellen
overcharge sb. [)EUvE(tSA:dZ] jmdm. zu viel berechnen
postpone sth. [pEUst(pEUn] etw. verschieben
receipt[ri(si:t] Beleg; Eingang, Erhalt
refund [(ri:fVnd] Erstattung
refund sth. [ri(fVnd] etw. erstatten
settle (a bill/invoice) [(set&l] (eine Rechnung) begleichen
voucher [(vaUtSE] (Buchungs-)Beleg; GutscheinFor more information
BOOKS
English for Customer Care, Rosemary Richey (Cor-
nelsen)
Putting Customers First, Andy Bruce, Ken Langdon
(Dorling Kindersley)
Telephone Courtesy & Customer Service, Lloyd C.
Finch (Crisp Fifty-Minute Series)
WEBSITES
Call Center Times (US):www.callcentertimes.com
Call Centre Helper (UK): http://www.callcentrehelper.com
Customer Service Manager (CSM):
http://customerservicemanager.com/customer-service-
skills.htmwwwYou can find more job vocabulary at http://www.business-spotlight.de/vocabulary58-59 English for 2_14 14.01.14 13:51 Seite 59