In this Business English News lesson, we look at trends in the workplace, particularly changing attitudes to telecommuting.
The question of “live to work or work to live” has been around for decades, with many employees trying to strike that perfect work-life balance. Employees around the world benefit from the use of modern technology to do their work in the comfort of their own homes.
Recently though, Yahoo’s CEO, Marissa Mayer, made some waves with her decision that all employees must work their 9 to 5s in the office.
Welcome back to the Skills 360 podcast. In today’s lesson, we’re going to look at how to get good customer service. More specifically, we’re going to learn how to complain properly and get a good solution.
It all starts with a problem. You buy a product and it doesn’t work right. You get frustrated. You paid good money but you’re not getting what you expected. It’s time to complain. So you go back to the store or you ring up a customer service line. This interaction could end with more frustration or it could end with satisfaction, depending on the outcome. So how can you get a good outcome?
Welcome back to Skills 360 for today’s lesson on how to get good customer service.
You probably know what bad customer service looks like. We’ve all been there. Maybe you’ve stood in line at a computer store to return a defective piece of equipment and the clerk asks you rudely “Well, how do you know it’s broken? Did you plug it in?” Or you’ve called your phone company to change your service and when you finally make it through the voice menus to a real person, you get put on hold for 10 minutes. It’s crazy, right? We are paying customers, and we get treated like this? So if you’ve ever felt your blood boil in situations like these, listen up. Let’s talk about how to get good customer service.
The interview is a crucial step in the hiring process. You have the opportunity to sit down with a candidate and get as much useful information as possible. And to get good information, you need to set the right tone and ask good questions. You also need techniques for getting people to explain and elaborate on ideas. The more details you can get from someone, the better. And hopefully you can figure out if the person is right for the job and for your company.
Good techniques for conducting interviews can help you in many other situations. Any time you need to evaluate a person, or a person’s company, you will use the same techniques. Imagine you need to contract an Internet marketing company. You will probably sit down with someone to ask them questions. Or imagine you have a paper salesman in your office. Again, you will need to ask him some good questions to evaluate his company.
Today, we’ll learn some great interviewing techniques, including how to ask stress questions and hypothetical questions. We’ll also learn about echoing someone to encourage them to speak more and calling someone on an evasive answer. And finally we’ll learn about giving the candidate a chance to ask questions of their own.
In today’s dialog, we’ll rejoin Sandy and Lee, who are interviewing Maria. Sandy and Lee are looking for someone to lead their company’s expansion into Asia.
Listening Questions
1. What does Maria say she does that Sandy repeats in order to encourage more detail?
2. What type of situation does Sandy ask Maria to imagine?
3. What does Sandy give Maria the chance to do at the end of the interview?
Welcome back to Business English Pod for today’s lesson on conducting an interview in English.
How do you assess potential employees? Or contractors? Or business partners? Or anyone, for that matter? Well, you can look at a person’s resume or CV. And for more information you can google someone. But that’s never enough to really get an idea about someone. What we rely on are interviews, which can be very powerful tools. Interviews give us a chance to meet someone face-to-face, to ask tough questions, to find out how they solve problems, and to really get a sense of how they interact.
Asking someone questions face-to-face is not only important for job interviews. There are a wide range of situations where interview techniques are useful. Say you want to build a relationship with a new supplier. You’ll want to ask some questions and get to know the company. Or maybe you want to contract a tech support company. You’ll want to do interviews to see who is the right fit.
Interviewing is a skill, just like being interviewed. And there are some excellent techniques that you can learn to become a better interviewer. Today, we’ll look at how to make someone feel comfortable, how to ask open-ended questions, and how to get someone to give recommendations and provide more detail.
In the dialog, we’ll hear Sandy and Lee interviewing Maria. Sandy and Lee work for an international fast moving consumer goods – or FMCG – company that is expanding into Asia. They are looking for the right person to lead this expansion.
Listening Questions
1. What aspect of Maria’s work does Sandy want to hear more about?
2. What does Sandy want Maria’s “thoughts” about?
3. Which idea does Lee want Maria to explain in more detail?
