Video: Describing a Service, Part 2

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From the course by University of Washington

Business English: Planning & Negotiating

191 ratings

University of Washington

Business English: Planning & Negotiating

191 ratings

Course 3 of 5 in the Specialization Business English Communication Skills

In this course, the context is hosting an event and finding an appropriate venue for it. You will learn language and strategies for successful negotiations culminating in a written announcement for an event. Course Learning Objectives • Negotiate strategically in formal and informal settings • Identify and resolve customer issues after a negotiation has taken place • Evaluate and compare services and features of two venues • Plan a business event using negotiation skills • Write an announcement for a business event after selecting a venue

From the lesson

Week 1: Exchanging Information

Exchanging information is the first step in negotiating. In this module, we’re going to look at ways to request and give information. We’ll also look at how to make comparisons before making a final decision.

Video: Describing a Service, Part 13:19

Video: Interview with Holly Reynolds, Edgewater Hotel6:05

Video: Describing a Service, Part 27:04

Video: Comparing Services, Part 16:44

Scenario: Comparing Venues1:51

Video: Comparing Services, Part 26:12

Meet the Instructors

Richard Moore
Extension Lecturer, International & English Language Programs
UW Educational Outreach
Wendy Asplin
Extension Lecturer, International & English Language Programs
UW Educational Outreach

[MUSIC]

Now let's listen to Emily Hamilton describe the services she provides,

as an events planner for Northwest Events.

>> Hi, I'm Emily Hamilton.

I work with a company in Seattle called Northwest Events.

We provide event planning services for all kinds of events, but

we specialize in corporate events.

Basically, we offer full service events planning.

Some smaller companies want to do most of the work themselves, but

they need some ideas, so we provide consulting.

We make recommendations and offer advice for a fee, of course, but

most people want us to do everything.

We do the setup and the cleanup ourselves.

We also work with several partners, so we coordinate all of those suppliers.

The flowers, the food, the band, the sound equipment, the tech support.

We also offer special programs, like ice breakers or team building.

Our services don't include transportation though.

We handle any problem that comes up.

If the microphone isn't working, we have someone fix it right away.

If there aren't enough handouts, we get someone to take care of it.

It happens.

We handle things like that all the time.

So, what we really provide is peace of mind.

>> Now, listen to Emily describe her services again.

Read the items on the screen, which ones does Emily's company do?

>> Hi, I'm Emily Hamilton.

I work with a company in Seattle called Northeest Events.

We provide event planning services for all kinds of events, but

we specialize in corporate events.

Basically, we offer full service event planning.

Some smaller companies want to do most of the work themselves, but

they need some ideas, so we provide consulting.

We make recommendations and

offer advices for a fee, of course.

But most people want us to do everything.

We do the set up and the cleanup ourselves.

We also work with several partners, so we coordinate all of those suppliers.

The flowers, the food, the band, the sound equipment, the tech support.

We also offer special programs, like ice breakers or team building.

Our services don't include transportation though.

We handle any problem that comes up.

If the microphone isn't working, we have someone fix it right away.

If there aren't enough handouts, we get someone to take care of it.

It happens.

We handle things like that all the time.

So, what we really provide is peace of mind.

>> These are the things that Emily talked about.

Now, let's look more closely at the language she uses to describe her service.

You'll see that there are some common words and

phrases that you can use when you describe a service.

When you describe a service, you are telling the customer what you do.

So, the verbs you choose are important.

The words in this lesson are useful to describe all kinds of services from

hair salons to construction projects.

A good description starts with a general overview of the service.

We often use the verb provide or offer.

Someone might ask about your company.

What does your company do?

We provide full service events planning.

We offer tech support and conferences for events planning.

Think back to the beginning of the lesson,

you thought about the services you use everyday.

What general service did they provide or offer?

Can you think of a sentence to describe one of the services you often use?

A company might offer many different thing, but

they may do one thing very well.

That means they specialize.

Let's imagine a travel agency.

This travel agency sells tours and cruises all over the world, but

the place they know really well is the Caribbean.

That means that they specialize in that area.

If a company specializes in one thing, they do or know that thing well.

It should be part of the service description.

If you specialize, mention that.

We specialize in Caribbean travel.

We specialize in corporate events.

You also want to include details about your service.

To describe details about what you do, use action verbs, like do or make.

We do the setup and cleanup.

We make deliveries within the city.

When you're responsible for

something, especially something difficult, you can use manage or handle.

We manage all the travel details.

We handle the registrations at the event.

When you are responsible for

making several different things work together, you can use the word coordinate.

We coordinate with all of the suppliers.

If you have free items, you should say that in your description.

You can use the word free, but complimentary is a more professional word.

You can also use this with the words offer and provide.

Edgewater Hotel offers complimentary shuttle service to nearby shopping areas.

We provide free airport pickup.

In this situation, we don't usually use the word give.

Provide and offer sounds professional, but give does not.

You should include a statement of what is included or not included in a service.

You can use the word include or you can use the word cover, which is similar.

It means include, as part of something bigger.

The fee does not include tips to servers.

The registration includes lunch.

The service contract does not cover service on weekends.

Your insurance covers any damage to the equipment.

Sometimes, you may work with an outside company to provide a service for you.

A customer may want to know if you do the work or

if another company does the work for you.

If you do the work yourself,

you can use the world ourselves at the end of the sentence.

We do the setup and cleanup ourselves.

If someone else does the work for you, you should mention that.

You can use phrases like this.

We have someone fix it right away.

We get someone to take care of it.

These two phrases mean the same thing, but they are different in two ways.

The structures are a little different.

With have, we use just the verb.

With get, we use to plus the verb and get is more informal than have.

[MUSIC]

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