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2.1 About Business – Call centres - 2.1
| 1. cost cutting | A process of reducing the amount of money somebody spends on something | соккоращение расходов |
| 2. to earn attractive wages | To receive good salary | получать хорошую зарплату |
| 3. to send services overseas / abroad | To send the department which deals with providing service to another country | отсылать услуги заграницу |
| 4. to reduce an overall costs | To reduce all the costs | сокращать общие расходы |
| 5. a members of the trade union | A person who belong to an organization, that represents workers, especially in meetings with employers | члены профсоюза |
| 6. to vote for strike actions | To show by marking a paper, raising your hand etc that you support strike actions | голосовать за забастовку |
| 7. serious concerns | A feeling of worry about something serious | серьёзное беспокойство |
| 8. unreasonable workload | Not fair amount of work that you have to do at work; too much work to do | непомерная нагрузка на работе |
| 9. highly desirable work | A work, which you really want/desire to do | очень желаемая работа |
| 10. to improve poor working conditions | To make somebody’s working conditions better | улучшать условия работы |
2.2 Vocabulary – Customer service and telephoning - 2.2
| 1. to identify the symptoms | to recognize signs that show that a serious problem exists | определить признаки |
| 2. to diagnose the fault | to find out what has caused a problem | выявлять ошибки |
| 3. to sort out a problem | to deal with a problem or difficult situation successfully | разобраться в проблеме |
| 4. to talk the customer through the process | to tell the customer about a particular process, explaining him/her everything from the beginning to the end | тщательно объяснить покупателю весь процесс |
| 5. to escalate the problem to the supervisor | to ask your supervisor to help you deal with a problem, when you understand that a problem is very serious | эскалировать / передать проблему руководителю после того как она стала более серьёзной |
| 6. to exchange the product | to give a product back and to receive the other one | обменять продукт |
| 7. to give a full refund | to get back all the money that you paid for a product back, after returning it | полностью вернуть |
| 8. to take down the details | to write down information | записывать детали |
| 9. to hang up | to finish a telephone conversation | положить трубку |
| 10. to fasten | to attach something firmly to something else | прикрепить |
2.4 Speaking – Dealing with problems by telephone - 2.4
| 1. to hold the line | to wait until the person you have telephoned is ready to answer | не вешать трубку |
| 2. the number is engaged | The number is busy, a situation when a person you’re calling at the moment is talking to someonebody else on the phone | Номер занят |
| 3. not at all | used to be polite when someone has thanked you or asked you to do something: | не стоит (благодарности) |
| 4. to have a trouble | To have a problem or difficulty | Иметь проблему |
| 5. nothing happens | When something you have expected doesn’t occur | Ничего не происходит |
| 6. to work properly | To work well, the way it is supposed to | Работать правильно |
| 7. to try hitting the button | To try pressing a button | Попытаться нажать кнопку |
| 8. to look like | it seems likely that | Похоже на то, что |
| 9. to quit the program | to stop using a program | Выходить из программы |
2.5 Writing – Formal and informal correspondence - 2.5
| 1. to write with regard to a problem | To write about something relating to a particular problem | Писать касательно проблемы |
| 2. yours sincerely / faithfully | Yours sincerely - an expression used to end a formal letter, especially one that you have begun by using someone's name Yours faithfully - the usual polite way of ending a formal letter, which you have begun with Dear Sir or Dear Madam | Искренне Ваш,.. С почтением… |
| 3. to be under guarantee | A product for which you have a formal written promise to repair or replace it if it breaks within a specific period of time | С гарантией |
| 4. an authorized repair centre | A repair centre which has an official permission to provide repairing services | Авторизованный ремонтный пункт |
| 5. don’t hesitate to get back | Please contact me if you need | Не стесняйтесь связаться со мной снова |
| 6. to look forward to seeing you | to be excited and pleased about seeing someone in the future | С нетерпением ждать встречи |
| 7. to attach a leaflet | to join a leaflet to an email so that you can send them together | Прикладывать листовку |
| 8. to accept my apology | To accept something that you say or write to show that you are sorry for doing something wrong | Примите мои извинения |
| 9. to confuse smb with smb | to think wrongly that a person is someone else | Перепутать кого-то с кем-то другим |
| 10. I was wondering | to think about something that you are not sure about and try to guess what is true, what will happen etc | Я раздумывал/сомневался |
2.6 Case Study – Cybertartan Software - 2.6
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