{"id":15421,"date":"2022-07-07T01:57:07","date_gmt":"2022-07-07T01:57:07","guid":{"rendered":"https:\/\/blogs.ugto.mx\/rea\/?p=15421"},"modified":"2023-07-05T20:07:33","modified_gmt":"2023-07-05T20:07:33","slug":"clase-digital-6-marcas-comerciales","status":"publish","type":"post","link":"https:\/\/blogs.ugto.mx\/rea\/clase-digital-6-marcas-comerciales\/","title":{"rendered":"Clase digital 6. Marcas comerciales"},"content":{"rendered":"\n\n\n<div class=\"wp-block-cover is-light\" style=\"min-height:284px;aspect-ratio:unset;\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim-40 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-17378\" alt=\"\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/kin-li-EGJ-YrqPS8E-unsplash.jpg\" style=\"object-position:42% 42%\" data-object-fit=\"cover\" data-object-position=\"42% 42%\" \/><noscript><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1280\" class=\"wp-block-cover__image-background wp-image-17378\" alt=\"\" src=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/kin-li-EGJ-YrqPS8E-unsplash.jpg\" style=\"object-position:42% 42%\" data-object-fit=\"cover\" data-object-position=\"42% 42%\" srcset=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/kin-li-EGJ-YrqPS8E-unsplash.jpg 1920w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/kin-li-EGJ-YrqPS8E-unsplash-300x200.jpg 300w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/kin-li-EGJ-YrqPS8E-unsplash-1024x683.jpg 1024w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/kin-li-EGJ-YrqPS8E-unsplash-768x512.jpg 768w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/kin-li-EGJ-YrqPS8E-unsplash-1536x1024.jpg 1536w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/kin-li-EGJ-YrqPS8E-unsplash-272x182.jpg 272w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/noscript><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-text-align-center has-base-3-color has-text-color has-large-font-size wp-block-paragraph\">Marcas comerciales<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"introduccion\">Introducci\u00f3n<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Hello again!!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">How are you feeling after all the topics we have covered so far?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We have been reviewing quite a few topics and now building a strong base to communicate at a B1 level (intermediate). Hopefully you are feeling more confident every day.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In this class we will work with commercial branding and how to form a formal complaint, and even how to respond positively or negatively to such complaints.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Before we start on brand names, try to read the following <strong>without<\/strong> a translator support and see how are your reading skills and general comprehension using the topic of the main commercial brands from 2022:<\/p>\n\n\n\n<div class=\"wp-block-columns has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#e4f4f4\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center wp-block-paragraph\"><strong><em>Apple holds on to top spot with record valuation<\/em><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Apple has retained the title of the world\u2019s most valuable brand following a 35% increase to US$355.1 billion \u2013 the highest brand value ever recorded in the Brand Finance Global 500 ranking.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Apple had a stellar 2021, highlighted by its achievement at the start of 2022 \u2013 being the first company to reach a US$3 trillion market valuation. The tech giant\u2019s success historically lied in honing its core brand positioning, but its more recent growth can be attributed to the company\u2019s recognition that its brand can be applied effectively to a much broader range of services.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The iPhone still accounts for around half of the brand\u2019s sales. However, this year saw Apple give more attention to its other suite of products with a new generation of iPads, an overhaul to the iMac, and introduction of AirTags. Its range of services, from Apple Pay to Apple TV, has also gone from strength to strength and become of increasing importance to the brand\u2019s success.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Additionally, Apple knows the importance of being in tune with its customers for maintaining brand equity. Privacy and the environment are salient topics, and Apple bolstered its credentials on both fronts. This is evidenced by a greater transparency of the App Store\u2019s privacy policy, reinforcing the trust customers have in the brand, and the announcement that more of Apple\u2019s manufacturing partners will be moving to 100% renewable energy, as the company aims to reach carbon neutrality by 2030.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Amazon and Google also saw good levels of growth, both keeping their spots in the Brand Finance Global 500 ranking behind Apple in 2nd and 3rd respectively. Amazon joined Apple in crossing the US$300 billion brand value mark with a 38% increase to US$350.3 billion, navigating global supply chain issues and a labor shortage in the process. Since June 2021, it has hired 133,00 new employees and recently announced plans to hire a further 125,000 hourly workers in anticipation of continued growth.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Amazon sees logistics as key, developing its own end-to-end supply chain through a growing fleet of trucks, vans, and airplanes. Across 2020 and 2021, the brand has invested an estimated US$80 billion in its logistics division, compared to a combined US$58 billion in the previous five years.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Google saw a similar brand value growth of 38% to US$263.4 billion. The brand relies on advertising for the vast majority of its revenue, and was hurt at the start of the pandemic as advertising spend dropped due to uncertainty. However, as the world adjusted to the new normal, and with people spending more and more time online, advertising budgets opened back up and Google\u2019s business rebounded, resulting in a healthy uplift in brand value.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tripling in brand value over the past year, TikTok is the world\u2019s fastest-growing brand. With an astounding 215% growth, the entertainment app\u2019s brand value has increased from US$18.7 billion in 2021 to US$59.0 billion this year. Claiming 18th spot among the world\u2019s top 500 most valuable brands, it is the highest new entrant to the Brand Finance Global 500 2022 ranking.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With COVID-19 restrictions still in effect across the globe throughout 2021, digital entertainment, social media, and streaming services saw continued growth, and TikTok\u2019s rise is testament to how media consumption is changing. With its offering of easily digestible and entertaining content, the app\u2019s popularity spread across the globe, however, it also acted as a creative outlet and provided a way for people to connect during lockdown.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"has-text-align-right wp-block-paragraph\"><em>(Abstract recovered on 19\/03\/2022 from https:\/\/brandirectory.com\/rankings\/global\/)<\/em><\/p>\n<\/div>\n<\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What percentage were you able to get at first glance?<\/li>\n\n\n\n<li>What are the main ideas?<\/li>\n\n\n\n<li>Are you feeling more comfortable with your reading skills?<\/li>\n\n\n\n<li>Hopefully you are feeling more confident of the subject after the following class.<\/li>\n\n\n\n<li>Let&#8217;s start then.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"desarrollo-del-tema\">Desarrollo del tema <\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.04.00.png\" alt=\"\" class=\"wp-image-17368\" \/><noscript><img loading=\"lazy\" decoding=\"async\" width=\"801\" height=\"402\" src=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.04.00.png\" alt=\"\" class=\"wp-image-17368\" srcset=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.04.00.png 801w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.04.00-300x151.png 300w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.04.00-768x385.png 768w\" sizes=\"auto, (max-width: 801px) 100vw, 801px\" \/><\/noscript><figcaption class=\"wp-element-caption\"><strong>Imagen 1. <\/strong>Marcas famosas.<\/figcaption><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">Before we start, do you know how to pronounce the most common brand names form global economy?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Check the following video to see if you are doing ok.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"PRONUNCIAS MAL ESTAS MARCAS?? | Superholly\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/bkIWcVrLTnA?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Most of these companies have a Customer Service Department which is the direct one-on-one interaction between a consumer making a purchase and a representative of the company that is selling it. Here many claims and complaints are answered every day and it is very useful to be able to formulate them correctly.&nbsp; Check the following video for a role play practice.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"English for Call Centers \ud83d\ude4b\ud83c\udffb\u200d\u2640\ufe0f | Role Play Practice\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/2e4jGjfnRQY?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Politeness is universally appreciated, even when making complaints, no matter what language a person speaks, but in learning English as a Second Language (ESL), some students may struggle with formulas and functions of certain English phrases meant to politely start a conversation involving a complaint.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">There are a number of formulas used when complaining in English, but it&#8217;s important to remember that a direct complaint or criticism in English can sound rude or aggressive. For most English speakers, it&#8217;s preferred that others express their dissatisfaction indirectly, and introduce the complaint with an amicable introductory clause such as \u00abI&#8217;m sorry to have to say this but&#8230;\u00bb or \u00abexcuse me if I&#8217;m out of line, but&#8230;\u00bb<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is important to note, however, that these phrases don&#8217;t directly translate into Spanish so understanding the basic function of words like \u00absorry\u00bb go a long while trying to make polite co English speakers typically start their complaints with an apology or indirect reference to propriety. This is largely because politeness is a major element of English rhetoric.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Some phrases that English speakers may use to start complaints politely are:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I&#8217;m sorry to have to say this but&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I&#8217;m sorry to bother you, but&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">Maybe you forgot to&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I think you might have forgotten to&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">Excuse me if I&#8217;m out of line, but&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">There may have been a misunderstanding about&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">Don&#8217;t get me wrong, but I think we should&#8230;<\/mark><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">In each of these phrases, the speaker begins the complaint with an admission of error on the speaker&#8217;s part, relieving some of the assumed tension between speaker and audience by letting the listener know that no one involved is blameless.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Whether it be because of contrasting ideas or just because a speaker wants to say \u00abno\u00bb nicely, these introductory phrases can be helpful to maintain respectful rhetoric in conversation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Forming a Polite Complaint<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">After you have understood the concept of introductory phrases to complaints, the next important element of conversation is keeping the complaint itself polite. Although being imprecise or vague does have its benefits when complaining, clarity and good intentions go a lot further in maintaining the cordiality of conversation. It&#8217;s also important is not to come across as attacking while making a complaint, so the complaint itself should start with phrases like \u00abI think\u00bb or \u00abI feel\u00bb to indicate that the speaker isn&#8217;t accusing the listener of something as much as he or she is starting a conversation about the disagreement.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Take, for instance, an employee who is upset at another for not following the company policy while working at a restaurant together, that person might tell the other \u00ab<mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">Excuse me if I&#8217;m out of line, but I feel like you may have forgotten that closing waiters need to refill the saltshakers before leaving.<\/mark>\u00bb By introducing the complaint with an apology, the speaker allows the listener to not feel threatened and opens up a conversation about company policy instead of scolding or demanding that person do their job better.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Redirecting focus and calling for a solution at the end of a complaint is another good way to address the issue. For instance, one might say \u00ab<mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">Don&#8217;t get me wrong, but I think it might be better if we focus on this task before doing the one, you&#8217;re working on<\/mark>\u00bb to a coworker who is not working on the right part of a project.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the following videos we can practice how to make complaints<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How to make complaints in English\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/ml5JMqBZ1rU?start=7&#038;feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Making Complaints in English | Business English | Everyday English\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/cQEjm6FrlmY?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How to complain politely in English\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/v_mW-Wkq_tQ?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.41.49.png\" alt=\"\" class=\"wp-image-17370\" \/><noscript><img loading=\"lazy\" decoding=\"async\" width=\"529\" height=\"387\" src=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.41.49.png\" alt=\"\" class=\"wp-image-17370\" srcset=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.41.49.png 529w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.41.49-300x219.png 300w\" sizes=\"auto, (max-width: 529px) 100vw, 529px\" \/><\/noscript><figcaption class=\"wp-element-caption\"><strong>Imagen 2<\/strong>. Consumidor inconforme.<\/figcaption><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">Consumer complaints<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I have a complaint to make (about)&#8230;\u00a0<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">Sorry to bother you but&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I&#8217;m sorry to say this but&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I&#8217;m afraid I&#8217;ve got a complaint about&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I&#8217;m afraid there is a slight problem with&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">Excuse me but there is a problem about&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I want to complain about&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I&#8217;m angry about&#8230;<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">May I speak to your supervisor?<\/mark><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Positive Answers to complaints:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I&#8217;m so sorry, but this will never occur \/ happen again.<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I&#8217;m sorry, we promise never to make the same mistake again.\u00a0<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I&#8217;m really sorry; we&#8217;ll do our utmost\/best not to do the same mistake again.<\/mark><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Negative answers to complaints:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">Sorry, there is nothing we can do about it.<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">I&#8217;m afraid, there isn&#8217;t much we can do about it.<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:var(--base-3);color:#b90404\" class=\"has-inline-color\">We are sorry, but the food is just alright.<\/mark><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Making Complaints\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/MyMS3y2QuXw?start=10&#038;feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Practice with the following video and complete the conversation afterwards:<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-4-3 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Calling to complain\" width=\"1200\" height=\"900\" src=\"https:\/\/www.youtube.com\/embed\/OLxbtX8_J7Y?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.47.03-789x1024.png\" alt=\"\" class=\"wp-image-17373\" \/><noscript><img loading=\"lazy\" decoding=\"async\" width=\"789\" height=\"1024\" src=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.47.03-789x1024.png\" alt=\"\" class=\"wp-image-17373\" srcset=\"https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.47.03-789x1024.png 789w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.47.03-231x300.png 231w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.47.03-768x996.png 768w, https:\/\/blogs.ugto.mx\/rea\/wp-content\/uploads\/sites\/71\/2022\/08\/Captura-de-Pantalla-2022-08-08-a-las-14.47.03.png 811w\" sizes=\"auto, (max-width: 789px) 100vw, 789px\" \/><\/noscript><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">Script<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Hello? This is Janine from Smith and Decker Associates<\/li>\n\n\n\n<li>Hi, Janine. It\u2019s Cathy here. How can I help you today?<\/li>\n\n\n\n<li>We have a problem, with the new office furniture. We ordered it last week, and it arrived yesterday.<\/li>\n\n\n\n<li>Oh dear! I&#8217;m so sorry. Let me just pull up your details. Could you tell me more about the problem?<\/li>\n\n\n\n<li>Yes, of course. the wrong furniture was delivered. I\u2019ll send you the order right now.<\/li>\n\n\n\n<li>Ok. Thanks. Oh, I see there was some kind of mix-up. We\u2019ll get the correct furniture delivered as soon as possible.<\/li>\n\n\n\n<li>That\u2019s great! Thanks so much for your help Cathy.<\/li>\n\n\n\n<li>It\u2019s my pleasure. I\u2019m always glad to be of assistance.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">For more practice on the topic, you can visit: <a href=\"https:\/\/www.thoughtco.com\/esl-customer-service-4177285\" target=\"_blank\" rel=\"noreferrer noopener\">Dealing With Complaints for ESL Customer Service Reps<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"conclusion\">Conclusi\u00f3n<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Mistakes happen. When they do, customer service representatives often need to handle consumers&#8217; complaints. It&#8217;s also important for customer service representatives to gather information to help resolve the problem and answer to costumers\u2019 complaints.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To sustain in the corporate world, it is necessary to keep learning and improving, and it is only possible when we take our consumer complaints and feedback seriously. Nowadays, in the digital era, modern technology has made easier for businesses and customers to connect through the internet. Customers from all over the world easily write review or file complaint about the product\/service or business online with ease many of the phrases provided will help you navigate a complaint with a large international corporation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In this class Key vocabulary and phrases for customer service representatives dealing with complaints was reviewed and it may be handy while dealing with those situations in real life.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Don\u00b4t delay on your consignas for this class. See you next time.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"fuentes-de-informacion\">Fuentes de informaci\u00f3n<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.thoughtco.com\/how-to-make-a-complaint-1211122\" target=\"_blank\" rel=\"noreferrer noopener\">How to Make Complaints for ESL Students<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/brandirectory.com\/rankings\/global\/\" target=\"_blank\" rel=\"noreferrer noopener\">Global 500 2022 | The Annual Brand Value Ranking | Brandirectory<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Introducci\u00f3n Hello again!! How are you feeling after all the topics we have covered so far? We have been reviewing quite a few topics and now building a strong base to communicate at a B1 level (intermediate). Hopefully you are feeling more confident every day. In this class we will work with commercial branding and &#8230; <a title=\"Clase digital 6. Marcas comerciales\" class=\"read-more\" href=\"https:\/\/blogs.ugto.mx\/rea\/clase-digital-6-marcas-comerciales\/\" aria-label=\"Leer m\u00e1s sobre Clase digital 6. Marcas comerciales\">Leer m\u00e1s<\/a><\/p>\n","protected":false},"author":142,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_crdt_document":"","episode_type":"","audio_file":"","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":"","footnotes":""},"categories":[83,288,293,444],"tags":[41,97,269],"class_list":["post-15421","post","type-post","status-publish","format-standard","hentry","category-bachillerato-general","category-plan-2020","category-quinto-semestre","category-uda-ingles-v-0568","tag-clase-digital","tag-juana-lopez-moreno","tag-shba04025"],"acf":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/blogs.ugto.mx\/rea\/wp-json\/wp\/v2\/posts\/15421","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.ugto.mx\/rea\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.ugto.mx\/rea\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.ugto.mx\/rea\/wp-json\/wp\/v2\/users\/142"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.ugto.mx\/rea\/wp-json\/wp\/v2\/comments?post=15421"}],"version-history":[{"count":9,"href":"https:\/\/blogs.ugto.mx\/rea\/wp-json\/wp\/v2\/posts\/15421\/revisions"}],"predecessor-version":[{"id":26090,"href":"https:\/\/blogs.ugto.mx\/rea\/wp-json\/wp\/v2\/posts\/15421\/revisions\/26090"}],"wp:attachment":[{"href":"https:\/\/blogs.ugto.mx\/rea\/wp-json\/wp\/v2\/media?parent=15421"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.ugto.mx\/rea\/wp-json\/wp\/v2\/categories?post=15421"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.ugto.mx\/rea\/wp-json\/wp\/v2\/tags?post=15421"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}