BEP 238 – Telephoning: Tech Support English (1)

Telephone Tech Support English

Welcome back to Business English Pod for today’s lesson on handling a tech support telephone call in English.

We’ve all been in this situation: The phone rings. Someone’s got a problem. They need our help to fix it. So we work through the issue with the person, trying to figure out exactly what’s happening, what the person wants to do, and how to help them do it.

But it’s not easy, especially on the phone, because we can’t see what the other person sees. And when someone has a problem, they’re usually frustrated about it, which can make our job even more difficult. So we need to stay calm and positive, keep a clear head, talk through the issue and find a solution that works. This situation is not unique to tech support. Everyone has to be able to help solve problems over the phone.

Today we’ll look at several techniques that can help you deal with these kinds of situation successfully. We’ll start by asking open-ended questions, confirming what the user is trying to do, and asking what they see as they try to do it. Then we’ll try requesting the user to do something as well as putting our instructions in simple terms. And finally we’ll practice asking someone to wait while we check something.

In the dialog, you’ll hear a conversation between Stacey and Nick. Stacey is a lawyer in the U.S. who’s having some trouble transferring files to her company’s server in the U.K. Nick is the British tech support agent trying to help Stacey solve her problem.

Listening Questions

1. At the start of the conversation, what question does Nick use to get Stacey to describe the situation?
2. Why does Nick ask Stacey to try opening the file?
3. What does Nick ask Stacey to do to help him check whether the problem is fixed?

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BEN 23 – The End of the PC?

BEN 23

Learn Business English vocabulary and collocations for describing trends and technology in this Business English News lesson on the recent decline in PC sales.

It wasn’t long ago that many of us could count on a new computer every three years or so. With both hardware and software upgrades coming in leaps and bounds, consumers and businesses sought to replace obsolete machines for shiny new boxes. However, as Forbes explains, things have changed dramatically: “PC shipments are down 14% year-over-year despite the launch of Windows 8. While Microsoft and its fans might not want to admit it yet, Windows 8 is a flop. The failure to generate new sales is bad; the acceleration of the declining trend in PC shipments is downright awful.”

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BEP 218 – Discussing a Website Redesign

In this Business English Pod lesson, we’ll look at vocabulary and collocations for discussing the redesign of a website.

In the Internet age, every company needs a web presence. The foundation of this presence is a good website. This is where customers and the public can go to find information, engage with each other and the business, and, in many cases, purchase products and services.

It’s essential that your website is designed to convey the right image and send the right message. Not only does it have to look great, but it needs to be usable as well. This means that it must be laid out in a way that will help people find what they’re looking for with ease. Internet users have a very short attention span, so if they can’t get around your site easily, they’ll quickly move on to something else.

Before we listen, let’s talk a little about collocations. A collocation is a group of words that native speakers often use together. A correct collocation sounds natural, while an incorrect collocation sounds unnatural. For example, in English we say “go online” to talk about using the Internet. But we can’t say “proceed online” or “travel online,” even though “proceed” and “travel” mean “go.” Those simply aren’t natural expressions.

You’ll hear many useful collocations in today’s dialog. As you listen, try to pick out these natural combinations of words. Then we’ll explain what they mean and how to use them in the debrief.

We’re going to hear a conversation between a website designer named Andy and his client Penny. Penny’s company has contracted Andy to redesign their site. They are looking at the new website and discussing its features.

Listening Questions

1.  What does Penny think of the website’s layout?
2.  Why does Andy show Penny the website on his tablet?
3.  What does Penny need to learn to do with the website?

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BEN 14 – Battle of the Mobile Platforms

Business English Lesson on Mobile Platforms
The battle for smartphone supremacy has reached new heights in recent months, with industry heavyweights Apple and Google leading the charge over long-time mobile powerhouses like Research in Motion and Windows.

Get the low-down on the brief, but constantly developing, history of the smartphone market in this month’s Business English News lesson. We feature lots of great vocabulary for talking about mobile communication, sales and technology. Use the links below to access the free transcript and quizzes for this lesson.

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VV 25 – IT Vocabulary: Internet Technology (2)

YouTube video

This business English video vocabulary lesson is the second of our two-part series on Business English vocabulary related to Internet technologies. In our last episode, we looked at the basic tools and concepts behind Web 2.0. In this lesson, we’ll focus on the programming of websites and web-based applications.

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