Business EnglishLesson 11

Gordana Ranđić

20.05.2020. Novi Sad

Content:

• Get ready: Short Discussion

• Reading: Customer Service (manual)

• Vocabulary: Customer Service

• Listening: Customer Feedback

• Speaking / Writing: Role Play

• Medical English 3: OB/GYN

Get ready!

• Discuss:

– Why can working in customer service be challenging or frustrating?

– Have you had a bad experience with customer service? What happened, and how could it have been better?

Reading: Customer Service (manual)• Read and fill in the blanks:

• Listen and practice your pronunciation:

• What kind of staff do customers appreciate?

Vocabulary: Customer Service

• satisfaction = zadovoljstvo

• loyalty = odanost

• word of mouth recommendation = usmena preporuka

• customer base = baza kupaca

• exceed expectations = premašiti očekivanja

• feedback = povratne

informacije

• bring the problem to our attention = skrenuti

nam pažnju na problem

• assure = uveriti

• rectify = ispraviti

• go beyond the call of duty = raditi više od

očekivanog

• go out of your way =uložiti dodatni trud

• go the extra mile = uložiti dodatni trud

Vocabulary: Customer ServiceExercise 3• Tick (✓) the correct sentence:

Vocabulary: Customer ServiceExercise 4• Write a word similar in meaning to the

underlined part:

Listening: Customer FeedbackExercise 5• Listen and choose the correct answer:

Listening: Customer FeedbackExercise 6• Listen and complete the conversation:

Speaking / Writing: Role Play

• Useful Language:

– You wanted to see me?

– Did I offend a customer?

– That’s not what I hear.

Speaking / Writing: Role Play

• Using the language, act out the roles:

Speaking / Writing: Role Play

• Homework: Write an employee profile.

Medical English 3OB/GYN

Get ready!

• Discuss:

– What medical services do pregnant women need?

– What special medical services do older women need?

Reading: OB/GYN

• Read the OB/GYN clinic’s website

• Complete exercise 2

• Listen and practice your pronunciation:

Vocabulary: OB/GYN

• OB/GYN = akušerstvo i

ginekologija

• pregnancy = trudnoća

• trimester = tromesečje

• labor = porođaj

• water break = pucanje

vodenjaka

• contraction = kontrakcija, trudovi

• C-section = carski rez

• OB triage = trijaža

trudnica

• fertility = plodnost

• estrogen = estrogen

• progesterone = progesteron

• menopause = menopauza

• hot flash = valung

• Complete exercises 3 and 4

Listening: Providing Reassurance

• Listen to a conversation between a pregnant woman and a nurse and complete exercises 6 and 7

• Write a similar dialogue using the information in Exercise 8

Thank you for your attention! ☺