BEP 409 – Controle de qualidade 2: Atendimento ao Cliente
Bem-vindo de volta ao Pod de Inglês para Negócios para a lição de hoje, the second in a two-part series on quality control. Nesta lição, we’ll focus on quality control for Atendimento ao Cliente.
For companies that sell products, quality control is critical. Not just for ensuring consistency, safety, and reliability, but for meeting customers’ expectations. When customers buy from your company, they’re thinking about more than just the product itself. They’re thinking about how well you serve them.
Customer service involves a huge range of activities. Pretty much any time a customer interacts with a person or a system in your company, it’s customer service. And you need to think about everything from how easy it is to use the website, to the tone your employees use on the phone.
When we talk about customer service, and the quality of customer service, there are many special expressions we use. Many of these are combinations of words that we call “collocations.” You might often learn individual vocabulary words, but we don’t always think, or speak, in individual words. We speak in chunks of language. These chunks are called collocations. In fact “customer service” itself is a collocation. Those two words go together to create a new idea.
No diálogo de hoje, we’ll continue a conversation between Emma and Paolo. Emma is a consultant that helps companies with quality control. And Paolo runs a company that makes and services solar panels. As they discuss the work that Emma will do for Paolo’s company, eles usam muitas colocações em inglês. We’ll explain those collocations later in the debrief.
Perguntas de escuta
1. What two goals does Paolo have regarding customer service quality?
2. What does Paolo’s company do after every install or service call?
3. What has Paolo’s company not done yet, in a documented way?
Download: Podcast MP3
