IKEA Customer Service: Handling Complaints & Workplace Vocabulary

IKEA Customer Service: Complaint Handling

A: Hello, IKEA, Mary Black speaking. How may I help you?

B: Hello, this is Carlos Cotta from Notary's Office. I'm afraid I have a serious complaint. I would like to speak with Mr. X, please.

A: Okay, I will put him through. Wait a moment, please.

C: Hello, Mr. X speaking. How can I help you, Mr. Cotta?

B: Hello, Mr. X! I ordered some furniture and I have received the wrong furniture.

C: I apologize most sincerely, Mr. Cotta. Please give me the order details, and we'll replace the correct furniture within 24 hours. We will also send you a discount for future orders.

B: Okay, thanks. I hope this won't happen again.

C: I'll be in touch with you, Mr. Cotta, in the next few hours to confirm that everything is all right.

Unit 2. People and Workplaces: Key Vocabulary

• In charge of – encargado de
• Responsible for – responsable de
• Run a company – manage, administrar, conducir una empresa
• Work for - trabajar para
• Work on - trabaja en
• Deal with - tratar con
• Full time job - jornada completa 40 horas semanales / Part time job
• Permanent job - trabajo indefinido
• Temporary job - trabajo temporal
• Payroll - nómina, plantilla
• Sites - filial
• Employee – empleado
• Employer – empleador
• Open plan offices - oficinas compartidas
• Trade union – sindicato
• Overtime ban - no querer hacer horas extras
• Staff – plantilla
• Go slow - trabajar menos
• Headquarters/head office – sede
• Strike – huelga
• Management - dirección
• Founder – fundador
• Turnover – cifra de negocios
• Shareholding – accionariado

Phone Call Vocabulary:

• Speak up – hablar
• Break up
• Pick up – descolgar
• Hang up – colgar
• Hang on/hold on/ hold the line – mantener a la espera
• Put through – pasar con una persona en el teléfono
• Call back/get back – devolver la llamada
• Spell – deletrear
• Incoming call – llamada entrante

Unit 3. Customer Service: Essential Terms

• Client – cliente
• Customer – el que te compra
• Complain
• Complaint – queja
• Refund – reembolso
• Return - devolución
• Available - disponible
• Deal with complaints – tratar con quejas
• Delivery - entrega
• Invoice – factura
• Order – pedido
• Overcharge
• Supplier – proveedor
• Supply – proveer
• Goods – bienes
• Purchase – adquisición