2. pages 42–47 QUESTION 10

3. Question 10

6.  Voice message  The caller has a problem.  YOU need to resolve it…  You work for this company;  Your job is to help with the problem. Question 10

7.  Type of company?  What is your position?  Nature of the problem?  Solution(s)?  When does it need to be resolved?  What type of language should you use?  Conclusion… Question 10

8. YOU WILL HEAR: Hi, this is Marsha Syms. I’m calling about my bank card. I went to the bank machine early this morning — you know — the ATM, because the bank was closed, so only the machine was open. Anyway, I put my card in the machine and got my money out, but then my card didn’t come out of the machine. I got my receipt and my money, but then my bank card just didn’t come out. And I’m leaving for my vacation tonight so I’m really going to need it. I had to get to work early this morning and couldn’t wait around for the bank to open. Could you call me here at work and let me know how to get my bank card back? I’m really busy today and really need you to call me soon. I can’t go on vacation without my bank card. This is Marsha Syms at 555-1234. Thanks.

9.  You can’t take notes, so the test is helping you How???  By repeating information in the listening passage. Q10 is carefully designed to help you pay attention to the important information… to help you prepare your response. Question 10

10. Remember: You work for this company  Good customer service Good customer service  Polite, helpful language 공손한 ; 세련된  Problem –solving skills Problem –solving skills  Propose a quick and efficient solution with positive result Question 10

11.  Use polite language  Please, Thank you  Use modals  “If you could come in …”  “Would you…”  Use formal language  “Ms. Syms, my name is …”Mr. / Mrs.  Apologize  “I’m terribly sorry about this …”  “I apologize for the inconvenience …”  Avoid threatening language  “Your problem …”  “You made a mistake …”  “It’s your fault…” Question 10 DON’T attack DON’T blame the caller. “The machine probably malfunctioned…”

12.  Use comforting, acknowledging language  “I would be happy to help you.”  “Thank you for calling…”  Give timeframes to resolve problem  “We can solve this problem right away.”  Give clear, positive solution  “We will be happy to issue you a new card if we cannot recover the old one.” Question 10

13.  Hello, Ms. Syms. This is Amy Kim from JS Bank.  I got your message about your bank card that didn’t come out of the machine and I apologize for the inconvenience. It turned out that ATM didn’t work properly this morning at many bank branches and some customers of our bank experience the same problems.  We are very sorry. I understand you need your bank card today to go on vacation, so we will send your card to you by express postal service. You will get your bank card back within four hours. Please let me know your address.  Once again, we are very sorry for the inconvenience and thank you for your patience. 00:01:00 RESPONSE TIME: 00:00:00 RESPONSE TIME: 00595857565554535251504948474645444342414039383736353433323130292827262524232221201918171615141312111009080706050403020100

14. Question 10

15.  Organize your response  Develop the information in a logical manner 1) Solution Question 10

16.  Organize your response  Develop the information in a logical manner 1) Introduce yourself Question 10  Duplicate or mirror what the caller says 

17.  Organize your response  Develop the information in a logical manner 2) Address/acknowledge the problem  I want to make sure I understand the situation: You were able to withdraw money from the ATM, but the machine…  It sounds as if you need your ATM card as soon as possible… Question 10  Duplicate or mirror what the caller says 

18.  Organize your response  Develop the information in a logical manner 3) Offer a solution or set of solutions AND a timeframe  What I can do for you is offer an immediate replacement for your ATM card, and you can go to any local branch… Question 10  Duplicate or mirror what the caller says 

19.  Organize your response  Develop the information in a logical manner 4) Give return information  If you could call me back at ###-#### Again, my name is …  Thank the customer/caller. Question 10  Duplicate or mirror what the caller says 

20. Question 10  Listen Listen 00:01:00 RESPONSE TIME: 00:00:00 RESPONSE TIME: 00595857565554535251504948474645444342414039383736353433323130292827262524232221201918171615141312111009080706050403020100

21. Question 10

23.  Due to the specific nature of these question types, getting authentic ETS® approved materials is recommended to aid in further preparation in this section. Question 10

24. http://mayrufo.weebly.com/may-2015.html

25. Useful Words & Phrases Corporate Employer Employee Applicant Accounting Marketing Management Personnel Sales; H.R. Association Corporation Affiliated Incorporated/ Inc. Current Recent Minimum Overtime Salary Wage Pay Refreshments Facilities Promotion Browse Increase OrientalPotentialSocialSpecialty Questions 7, 8, 9 VOCABULARY QUIZ 2  WEEK13 department

26. WEEK 12: Question 11 WEEK 13: Quiz 2 WEEK 14: Speaking Test WEEK 15: Vocabulary Test  last day! Schedule of make-up classes, quiz, and exams Question 10 End of semester schedule