Here is a very good presentation on how to deal with dissatisfied American customers.

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AMERICAN ENGLISH
FOR
BUSINESS MEETINGS
Part-2
Soft skills Training
Sneha

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Dealing with the dissatisfied customer.
CASE- John hired a company to design a website
For his company, But john is not satisfied with
the end results.
Lets see the conversation between JOHN and
tech lead of the company.

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Dealing with the dissatisfied customer.
John Tech Lead

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I am sorry,
but believe it or not,
we Really Tried to
break new ground
here.
We Beg to Differ.
We did everything
According to your
Requirement and were
Continuously taking
your feedback. At this stage
You are telling us that, it has all
been a waste. I would like to
Work with you to
Resolve the issues that
You are facing.
I am not very satisfied
With your Work.
It is a Far Cry From
what we were
Expecting.
Well I am not Gonna
Mince words, you didn’t
Deliver on what you
promised.
Tech
Team
Tech
lead
CONVERSATION with DISSATISFIED CUSTOMER
Client

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Oh really!
Well we will
get right on that
I am sorry about
That. we didn’t
Anticipated so many
Design changes that
ate a lot of time.
that’s where we
Were at Fault.
I don’t know
where to begin,
The shopping cart
doesn't even work
and you guys,
you messed round
the work from the
beginning of the project
You are 3months
behind scheduleTech
Team
Tech
lead
CONVERSATION with DISSATISFIED CUSTOMER
Client

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Now in previous slides you have seen
the use of various IDIOMS
1) A Far CRY– Much different, a long distance; - in allusion to the
sending of criers or messengers through the territory of a
Scottish clan with an announcement or summons..
2) Believe it or not- (you may) choose to accept something as true
or not; it may seem amazing but it's true
3) Break New Grounds- to begin to do something that no one else
has done; to pioneer [in an enterprise]. Dr. Anderson was
breaking new ground in cancer research.
4) Mince (one’s) words- to soften the effect of one's words. Tell
me what you think, and don't mince your words. A frank person
never minces words.
5) Beg to differ- to disagree with someone; to state one's
disagreement with someone in a polite way. (Usually used in a
statement made to the person being disagreed with.)

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5) At this stage- at a particular place in a process At this stage of
the game, it's really too late to switch computer software.
6) Been a waste- is of no use.
7)Work something out- to come to an agreement with someone; to
figure out with someone a way to do something
8) Where to begin– don’t know how to start, where to start.
9) Messed around – To do something wrong.
10) A lot of time- to like and admire someone or something I've got
a lot of time for Jenny. She always has something interesting to
say..
11) At fault- to be in wrong side.

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Running a meeting
CASE- Julia is running a meeting ,when larry and
sharry are the team members, julia has to take
the things in control.
Lets see the conversation between Julia, larry
& sharry and checkout how she managed to take
over the meeting.

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JULIALARRY
SHARRY

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Just to be on the same page,
please give us an
overview of the bugs
.
we need to
Cover a lot of ground.
lets get down to business.
Our first agenda item is
to figure out how we
are going to respond & Solve
to all the complaints we
are getting about our
new Application.
CONVERSATION during RUNNING A MEETING
Client
Tech
team
JULIA
LARRY

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I think we jumped the gun
by not doing the QA
properly before the
Delivery.
In a nutshell,
our customers are
complaining that it is very
difficult to place orders
through the website,
Payment gateway is not
Installed properly &
Shopping cart is not
Working at all.
CONVERSATION during RUNNING A MEETING
Client
Tech
team
JULIA
SARRY

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Ok, lets hit
the Ground Running.
What's should be our
Next step.
Guys, It is
getting out of
our hand now. First we
Don’t complete coding on
Time & then there is no
Time left for QA.
CONVERSATION during RUNNING A MEETING
Client
Tech
team
JULIA
SARRY
LARRY

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OK , Great. Let’s do it
Well, enough of discussion
Guys, Lets checkout
The coding and then
Fast Track this to
Finish it off.
CONVERSATION during RUNNING A MEETING
Client
Tech
team
JULIA
LARRY
We can circle back
to that at the end of
the meeting if we have time
I want to keep us
on schedule since i know
many of us have
another meeting at
11 o'clock

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Now in previous slides you have seen
the use of various IDIOMS
1) A lot of ground– too much things to do.
2) Get down to business- to begin to get serious; to begin to negotiate or
conduct business. All right, every one. Let's get down to business. There
has been enough chitchat
3) On the same page- thinking in a similar way Louisa said she called the
meeting to make sure everybody's on the same page
4) In a nutshell- something that you say when you are describing
something using as few words as possible Karen wants them to get
married and buy a house and Mike wants them to carry on as they are and
that, in a nutshell, is the problem. Well, to put it in a nutshell, we're
going to have to start again.

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5) Jumped the gun- to point out someone for a wrong reason.
6) Getting out of our hand- to be on loosing side.
6) Hit the ground running- to start the day very energetically. A decade
ago I had a lot more energy. I would wake up, hit the ground running, and
never stop until I went to bed again.
7)Fast track- The quickest and most direct route to achievement of a
goal, as in competing for professional advancement: "Making complaints
against the public is hardly the fast track to elective office“
8) Circle back– Slang; to discuss an issue after it was previously
discussed, especially if nothing was decided. For example, if a
board of directors tables an agenda item and then discusses it at the
next meeting, it could be said to be circling back to the issue.

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END