English for Customer Service

CHAPTER XII.
Meeting Clients at a Hospital

One day, a guest comes to the Hospital for asking an information about the hospital care.

DIALOG
Customer Service (CS) : Good morning, Sir. What can I do to help you? Guest (G) CS G : Good morning. I need some information on hospital care? : Please a seat. What information do you want to know? : I am from Japan, but I live here. Yesterday a friend who lives in Japan called me. He asked me to go here to get some information from

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here. He is sick and he wants to be hospitalized here. But I dont know how to help him with travelling and accommodation. CS : Dont worry, Sir. We provide comprehensive service to our patients. We can make travel arrangements for them. Just tell me the details of his name, date, and his medical records. : So you can book hotel rooms for him and his family? : Yes, we can. We can book hotel, airline ticket, transportation, everything. : OK, I will call him to ask for the details of their names and date of arrival. Then I will inform you later about it. : Okay, Ill be waiting.

G CS G CS After calling G CS

: His name is Smith Jackson. He will be accompanied by his wife Katie Martin and his sister Emile. They will arrive on July 20. : Would you please write their names correctly here? I will book flight tickets, hotel, and hospital for their names on July 20. Then at the day of their arrival, one of our staff will meet them at the airport and take them here. : One more thing. They dont speak English. Do you need my help to translate for them here? : Dont worry. We have staffs who speak Japanese fluently. They are Japanese people, so your friends wont find any language problem. : Wow, thats great! : May I know his health problem, Sir? : He told me he has stone in his bile. He needs a surgery I suppose. : I think so. Please inform him to bring a reference letter from his doctor and his medical record. If that is the case, we will provide appropriate medical attention. : Will he be operated immediately? : The decision is on the medical team, Sir. Should he need surgery, we will offer laparoscopic one. We have latest medical equipment and very competent surgeons to do that. The process is safe and quick, so he needs just three days here. XII. MEETING CLIENTS AT A HOSPITAL

G CS G CS G CS

G CS

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G CS : What is laparoscopic surgery? : In brief, it is a form of surgery which minimizes trauma to the body by eliminating the need of a large incision. The operation is performed through three to four tiny buttonhole incisions. When performed on chest are it is also called thoracoscopic surgery. : Is it the latest procedure? Whats the advantage? : Yes, it is the latest one which has many advantages. Since the incisions are much smaller, patients may expect less post-operative discomfort. It is also gives less internal scarring compared to standard surgery. Then there is less blood loss which means reducing risk. Patients need much less blood transfusion. It also means less infections rates since delicate tissues are not exposed to the air of the operating room over long period of time. It also gives a quicker recovery time which means shorter hospital stay and less financial consequences. In short, patients will enjoy shorter time, safer procedure, less pain, less medication, and less money than standard procedure. : Sounds good. : Its good. : Could you give me an estimate of the cost? : Certainly, Sir. Here it is. This is the room rates. And this is the estimate for the whole package for three days. : How about flight reconfirmation and transfer to airport from here? : We will take care of everything, Sir. Okay Sir, let me confirm these information. Mr. Smith Jackson, his wife Katie Martin, and his sister Emile. They will arrive on July 20. His problem is cholelithiasis or bile duct stone. Mr. Smith Jackson will stay here, while his wife and sister will stay in Hilton Hotel. It is located next to this hospital. : Yes, I know it. Thank you very much for your information and your help. : You are welcome, Sir. : Good bye. : Good bye, take care.

G CS

G CS G CS G CS

G CS G CS

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GRAMMAR
Passive voice:

SUBJECT He He He They

TO BE will be was is were

MAIN VERB accompanied accompanied accompanied accompanied

COMPLEMENT by his wife by his wife by his wife by their wives

Adverbial Clause of contrast: using while

Mr. Smith will stay here, while his wife will stay in the hotel. Mrs. Wilson works in Hilton Hotel while her husband does not work. Jackson is a friendly boy, while his twin brother, Jonson, is a quiet boy.

EXERCISES

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