Open F2F Class Notes 19th March (Tony)

Polite phrases to use if you didn’t understand:

Sorry, I didn’t hear that.

What did you say?

I didn’t get the last part?

I didn’t catch that last point.

Could you go over that part again?

Could you be more specific, I just wanna be sure.

       repeat their statement as a question:     This analysis was very effective to help our profits. So you mean… the analysis gave us bigger profits?

Go to an event with many foreigners to practice speaking English in real life:

http://www.smartshanghai.com/events/

Original –

My apple id was blocked yesterday.After trying several times online,the problem still couldn’t be solved.Then I called in the apple customer service for futher help.
A young lady answered the phone and talked to me in a tender voice.But she suggested a way not convinient to me.So I said it’s not reasonable and you should think and act on behalf of the customer.She took what I said into account and transferred my phone to their senior engineer.
It made me so disappointed by the following incident. The so-called senior engineer rejected my request directly without any reason and hang up the phone.
I am just thinking about the whole process and it gave some hints.In the modern era,the working attitude will decide your customer experience and the working ability will decide your customer satisfaction.And these two results will impact the development of the company.

Correction –

My apple id was blocked yesterday. After trying to reset it several times online, it wouldn’t work. Then I called the apple customer service for more help.
A young lady answered the phone and talked to me in a tender voice. But she suggested an inconvenient way. So I said it’s not practical and you should consider the solution from the customer’s perspective. She took what I said into account and transferred my call to their senior engineer.
the following incident made me so disappointed. The so-called senior engineer rejected my request directly without any reason and hung up on me.
I am just thinking about the whole process and it gave me some ideas. In the modern era, work ethic will decide your customer experience and competence will decide your customer satisfaction. And these two results will impact the development of the company.