un moment în care ai făcut o greșeală Flashcards
un moment în care ai făcut o greșeală
a time when you made a mistake
nu am comis* greșeli majore
I didn’t make any major mistakes
I have not made major mistakes
I didn’t do
(do, make, commit)
eu am acceptat un volum mai mare de muncă decât puteam gestiona
I have accepted a higher volume of work than i could handle
…………….
I’ve taken on (took) more work than I could handle
accepted
timpi întârziați*, stres și dezechilibru profesional personal
late times, stress and personal-professional life imbalance
……
delayed times
personal-work
astfel* aș refuza ceea ce mă depășește*
thus I would refuse what is beyond me
…………
so
above me, too much, over me
……….
beneath me (sub mine, sub demnitatea mea)
am recunoscut* că am o problema
I recognized that I had a problem
……….
admitted, acknowledged, confessed
am discutat cu managerul meu pentru a prioritiza sarcinile și a delega unele responsabilități colegilor
I discussed with my manager to prioritize tasks and delegate some responsibilities to colleagues
assign (repartiza), tell which is important
am învățat să evaluez mai bine capacitatea* mea de lucru
I learned to better assess my work capacity
evaluate, measure, appreciate, estimate
ability
și să comunic mai eficient atunci când apar* astfel de situații
and to communicate more effectively when such situations arise
………….
occur, do arise, do occur, happen, appear, emerge
easily,, successfully, efficiently
toate acestea pentru* a menține* calitatea serviciilor oferite clienților
all this to maintain the quality of services offered to customers
……..
all this in order to…
preserve, keep, ensure, guarantee, sustain
exemplul 1: clientul a devenit foarte frustrat din cauza unei erori în calculul dobânzii pentru un credit
example 1: the customer became very frustrated because of an error in the calculation of interest for a loan
credit, mortgage
i am ascultat cu atenție problemele lui si am explicat cum a apărut* eroarea
I listened carefully to his problems and explained how the error appeared
occured, arisen, came, arose, happened, emerged
Am colaborat* cu departamentul back office pentru a corecta greșeala* și am oferit clientului o reducere* temporară a dobânzii pentru neplăcerile* cauzate
We worked with the back office to correct the mistake and offered the customer a temporary interest discount for the inconvenience caused
collaborated
error, bug, issue, fault, problem
a temporary reduction in interest rates
cut, discount, reduction, lowering, decrease
trouble, upset, damage, distress
acest incident* m- a învățat importanța comunicării clare și a empatiei in relațiile cu clienții asigurându mă* că pleacă mulțumiți
this incident taught me the importance of clear communication and empathy in customer relations ensuring they leave satisfied
episode, event, experience
in dealing with customers
making sure they
exemplul 2: un client care a venit să aplice pentru un credit* și am uitat să explic toate detaliile despre ratele dobânzii variabile*
example 2: a customer who came to apply for a loan and I forgot to explain all the details about variable interest rates
credit, mortgage
floating, flexible
când ulterior* clientul a realizat acest lucru a fost nemulțumit*
when the customer later realized this he was unhappy
—-» later, afterwards, finally, subsequently
—-» unhappy, dissatisfied, unsatisfied, not satisfied, not happy, discontent, upset, disappointed
am recunoscut* greșeala, m am întâlnit din nou cu clientul si am explicat în detaliu toate opțiunile disponibile
I recognized the mistake,I met with the client again and explained in detail all the available options
—»> admitted, acknowledged, recognised, recognized,
all options available
possible
am învățat să fiu mult mai* atentă* în comunicarea* cu clienții și Să mă asigur* că primesc toate informațiile necesare înainte de a semna un contract
I have learned to be much more careful in my communication with clients and to make sure I get all the necessary information before signing a contract
in communicating with customers
much more/more
attentive, thoughtful, considerate, focused
(atent, grijuliu, atent, concentrat)
ensure,
am implementat* o verificare* suplimentară* pentru a mă asigura* că toate detaliile sunt clar* comunicate
we have implemented an additional check to ensure that all details are clearly communicated
—»> implemented, applied, enforced, developed
—» check, verification, review
—»> additional, further, extra
—-» ensure, make sure, be sure
—»> clearly, fully, properly
(clar, complet, corect)
exemplul 3 :client care întâmpină dificultăți în completarea* formularului pentru un credit. era nervos și confuz
example 3: customer who has difficulties filling out the form for a loan. he was nervous and confused
fill in/out, completing, submitting
l am invitat să iau un loc i am oferit o cafea și am parcurs* împreună fiecare* secțiune* a formularului explicându i pe îndelete ce trebuie să facă
I invited him to take a seat and offered me a coffee and together we went(have gone) through each section of the form explaining to him at leisure what he had to do
—-» take a sit, sit down
—»> offered, treated me, served, poured
—»>you reviewed or examined every part of the form one by one.
—» each, one by one
—» went, reviewed, examined
—» section, part
—»application, questionnaire
—» at length (pe larg), at leisure (pe indelete, in timpul liber)
clientul mi-a mulţumit pentru răbdare şi ajutor*
the client thanked me for my patience and help
—-»»help, assistance, support
această experiență m-a învățat* cât de important este să ofer asistență personalizată și să construiești o relație de încredere cu clienții
this experience taught me how important it is to provide personalized support and build a trusting relationship with customers
—-»taught, learned, reminded
—»provide, offer, give, deliver, tailor support
—»help, support, assistance
—»personalised, personalized, customized, customised, individualized
–» a relationship of trust/confidence,
mutual trust
a rezolva mai bine acest tip de probleme atunci când apar
to better solve/resolve these types of problems when they arise
better deal with this type of problem when it occurs
…….
occur, do arise, do occur, happen, appear, emerge
astfel de situatii
such situations
de a lungul timpului* am realizat că nu mai trebuie să preiau* un volum* atât de mare* de muncă
over time I realized that I no longer need to take on such a large volume of work
over time I’ve realized that I don’t have to take on so much work
volume, amount, quantity, burden of work
over the years
—»> take on, take over, handle, deal with, do so much, do as much, assume
nu mai trebuie să preiau un volum atât de mare de muncă
I don’t have to take on so much work
I no longer have to take on such a large volume of work
—»> take on, take over, handle, deal with, do so much, do as much, assume
a prelua, sa accepte
take on
take over
—»> take on, take over, handle, deal with, do so much, do as much, assume
am luat legătura* cu departamentul back office
I contacted the back office department
made contact, reached, was in touch, called
pentru ca acesta să fie mulțumit
for him to be satisfied
so that he may/might be satisfied
I offered him a discount to make him happy / so he’d be satisfied
faza precontractuală
the pre-contractual phase
phase before de contract
faza de oferire informații
the phase of giving information
toate opțiunile pe care clientul trebuia să le aiba in vedere*
all the options the client had to consider
all the options that the customer should have considered (ar fi trebuit)
have taken into account, kept in mind, given consideration to
m-am asigurat* ca nu uit anumite detalii pe drum
I made sure I didn’t forget certain details on the way
ensured
along the way
thoughtful
grijuliu, atent
considerate
atent, grijuliu
această situație a dus la timp întârziați
this situation led to time delays
nu voi accepta ceva Ce presupune a fi o povară
I will not accept something that is supposed to be a burden
pentru a remedia problema
to remediate the problem
(ri mi di at)
to fix the problem
pentru a remedia problema
to remediate the problem
(ri mi di at)
to fix the problem
a oferit* clientului
offered the client
—-»>offered, provided, gave
el are o eroare la un credit
he has an error on a credit
in
(to, at, for)
pentru o perioadă temporară de timp
for a temporary period of time
ca o modalitate de a redresa (indreptare) nemulțumirea
as a way of redressing the grievance
rectifying, straightening
dissatisfaction, discontent, straightening, straightening
am introdus o verificare suplimentare care mi a permis să
I introduced an additional check that allowed me to
ca fiecare detaliu este spus clientului
that every detail is told to the customer
said
a parcurge restul formularului
go through the rest of the form
volumul era mai mare decât puteam duce
the volume was more than I could handle
în viitor mi am spus că nu o să mai preiau niciodată un astfel de volum
in the future I told myself that I would never take on such a volume again
am învățat să mă evaluez mai bine
I learned to evaluate myself better
totul ca să fie în slujba clienților, ei sa fie multumiti
everything to be at the service of the customers, so that they are satisfied
