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https://traffic.libsyn.com/secure/bizpod/BEP409-Quality-Control-2.mp3 Welcome back to Business English Pod for today’s lesson, the second in a two-part series on quality control. In this lesson, we’ll focus on quality control for customer service. For companies that sell products, quality control is critical. Not just for ensuring consistency, safety, and reliability, but for meeting customers’ expectations. When customers buy from your company, they’re thinking about more than just the product itself. They’re thinking about how well you serve them. Customer service involves a huge range of activities. Pretty much any time a customer interacts with a person or a system in your company, it’s customer service. And you need to think about everything from how easy it is to use the website, to the tone your employees use on the phone. When we talk about customer service, and the quality of customer service, there are many special expressions we use. Many of these are combinations of words that we call “collocations.” You might often learn individual vocabulary words, but we don’t always think, or speak, in individual words. We speak in chunks of language. These chunks are called collocations. In fact “customer service” itself is a collocation. Those two words go together to create a new idea. In today’s dialog, we’ll continue a conversation between Emma and Paolo. Emma is a consultant that helps companies with quality control. And Paolo runs a company that makes and services solar panels. As they discuss the work that Emma will do for Paolo’s company, they use many English collocations. We’ll explain those collocations later in the debrief. Listening Questions 1. What two goals does Paolo have regarding customer service quality? 2. What does Paolo’s company do after every install or service call? 3. What has Paolo’s company not done yet, in a documented way? Premium Members: PDF Transcript | Quizzes | PhraseCast | Lesson Module Download: Podcast MP3>>> The post BEP 409 – Quality Control 2: Customer Service first appeared on Business English Pod :: Learn Business English Online.

https://traffic.libsyn.com/secure/bizpod/BEP408-Quality-Control-1.mp3 Welcome back to Business English Pod for today’s lesson, the first in a two-part series on quality control. In this lesson, we’ll focus on the manufacturing side of things. Successful companies understand the importance of quality. At minimum, quality control is about meeting industry standards or regulations. Beyond that, quality is a huge factor in brand reputation and customer satisfaction. And a commitment to strong QC, or quality control, can also lead to significant cost savings. Given these benefits, no wonder many companies have entire teams or positions dedicated to monitoring quality. And, just like any other area of expertise, quality control comes with its own special language. Much of this language appears in set expressions that we call “collocations.” In fact, I just used one when I mentioned “monitoring quality.” To monitor quality is a common collocation related to quality control. Collocations are just natural combinations of words. Certain verbs and adjectives always go with certain nouns. And certain nouns often combine to create a special meaning. If you just learn new words individually, you might miss these natural combinations. In today’s dialog, we’ll hear a conversation between Paolo and Emma. Paolo works for a company that manufactures, sells, and services solar panels. Emma is a quality control consultant. Paolo’s company is looking to hire Emma to conduct a quality control audit, or a review of their systems. During their conversation, they use lots of English collocations, which we’ll explain later in the debrief. Listening Questions 1. What does Paolo say they did after completing a safety audit? 2. What kind of testing will Emma’s work not include? 3. What is the purpose of “pulling samples” in quality control? Premium Members: PDF Transcript | Quizzes | PhraseCast | Lesson Module Download: Podcast MP3>>> The post BEP 408 – Quality Control 1: Manufacturing first appeared on Business English Pod :: Learn Business English Online.

https://traffic.libsyn.com/secure/bizpod/360.98-Cognitive-Bias-2.mp3 Welcome back to the Business English Skills 360 podcast as we continue learning about cognitive bias. In this lesson, we’ll look at how to deal with the biases that impact our decision-making. Trusting your gut and making quick decisions might work in some cases. But if you think your decision-making ability is based on perfect reasoning and complete information, well you’re wrong. You’re only human after all. And your decision-making machinery is flawed. In our last lesson, we had a closer look at exactly the kinds of biases that lead to suboptimal decisions. So how can you overcome these biases? It’s a question that every good manager should be asking themselves. And making better decisions while avoiding biases comes down to a few key things: awareness, curiosity, and evidence. Let’s start with awareness. Now, if you tuned in to our last lesson when we talked about different types of bias, then you’re already on the right track. Members: Lesson Module | Quiz & Vocab | PDF Transcript Download: Podcast MP3>>> The post Skills 360 – How to Overcome Cognitive Bias first appeared on Business English Pod :: Learn Business English Online.