{"id":2478,"date":"2011-12-09T08:00:07","date_gmt":"2011-12-09T08:00:07","guid":{"rendered":"https:\/\/blogs.transparent.com\/russian\/?p=2478"},"modified":"2011-12-09T05:03:36","modified_gmt":"2011-12-09T05:03:36","slug":"customer-service-words","status":"publish","type":"post","link":"https:\/\/blogs.transparent.com\/russian\/customer-service-words\/","title":{"rendered":"From Exasperating to Unobtrusive – Customer Service Words"},"content":{"rendered":"

Hello! Boy, am I happy to be back! I apologize for such a long absence from the blog. In case you have been wondering, I am not trekking across Siberia nor is my time taken up by re-reading \u201cWar and Peace\u201d for the umpteenth time. I have been stranded \u0431\u0435\u0437<\/strong> \u043d\u043e\u0443\u0442\u0431\u0443<\/span>\u043a\u0430<\/strong> (without a laptop) or rather without a working one for a whole week.<\/p>\n

And so for the last six days or so I\u2019ve been busy watching lots of \u0442\u0435<\/span>\u043b\u0435\u043a<\/strong> (informal: TV), going to bed early, and obsessing over \u0443<\/span><\/strong>\u0440\u043e\u0432\u0435\u043d\u044c <\/strong>\u043e\u0431\u0441\u043b\u0443<\/span>\u0436\u0438\u0432\u0430\u043d\u0438\u044f <\/strong>\u043a\u043b\u0438\u0435<\/span>\u043d\u0442\u043e\u0432<\/strong> (customer service level) at the company whose laptop I bought some time ago.<\/p>\n

Have you ever wondered how to talk about such an experience – \u043e\u0431\u0441\u043b\u0443<\/span>\u0436\u0438\u0432\u0430\u043d\u0438\u0435 <\/strong>\u043a\u043b\u0438\u0435<\/span>\u043d\u0442\u043e\u0432<\/strong> (customer service) and \u043f\u043e\u0434\u0434\u0435<\/span>\u0440\u0436\u043a\u0430 <\/strong>\u043a\u043b\u0438\u0435<\/span>\u043d\u0442\u043e\u0432<\/strong> (customer support) – in Russian?<\/p>\n

Let\u2019s say, you need to make a phone call to one of these services to resolve an issue. First, you must \u043f\u043e\u0437\u0432\u043e\u043d\u0438<\/span>\u0442\u044c <\/strong>\u043f\u043e <\/strong>\u0431\u0435\u0441\u043f\u043b\u0430<\/span>\u0442\u043d\u043e\u043c\u0443 <\/strong>\u043d\u043e<\/span>\u043c\u0435\u0440\u0443<\/strong> (call a toll-free number) only to be put through to \u0430\u0432\u0442\u043e\u043e\u0442\u0432\u0435<\/span>\u0442\u0447\u0438\u043a<\/strong> (answering machine). It admits that \u0432\u0430\u0448 <\/strong>\u0437\u0432\u043e\u043d\u043e<\/span>\u043a <\/strong>\u043e<\/span><\/strong>\u0447\u0435\u043d\u044c <\/strong>\u0432\u0430<\/span>\u0436\u0435\u043d <\/strong>\u0434\u043b\u044f <\/strong>\u043d\u0430\u0441!<\/strong> (your call is very important to us) gives you choices that use up all the \u043a\u043d\u043e<\/span>\u043f\u043a\u0438 <\/strong>\u0442\u0435\u043b\u0435\u0444\u043e<\/span>\u043d\u0430<\/strong> (phone buttons), from \u0435\u0434\u0438\u043d\u0438<\/span>\u0447\u043a\u0430<\/strong> (one) to \u0434\u0435\u0432\u044f<\/span>\u0442\u043a\u0430<\/strong> (nine), including \u0440\u0435\u0448\u0451<\/span>\u0442\u043a\u0430<\/strong> (pound key) and \u0437\u0432\u0451<\/span>\u0437\u0434\u043e\u0447\u043a\u0430<\/strong> (star key).<\/p>\n

Whatever choice you make, you have to spend endless time \u0432 <\/strong>\u043e\u0436\u0438\u0434\u0430<\/span>\u043d\u0438\u0438<\/strong> (on hold) since \u0432\u0441\u0435 <\/strong>\u043e\u043f\u0435\u0440\u0430<\/span>\u0442\u043e\u0440\u044b <\/strong>\u0437\u0430<\/span>\u043d\u044f\u0442\u044b<\/strong> (all representatives are busy) due to \u0431\u043e\u043b\u044c\u0448\u043e<\/span>\u0435 <\/strong>\u0447\u0438\u0441\u043b\u043e<\/span> <\/strong>\u0437\u0432\u043e\u043d\u043a\u043e<\/span>\u0432<\/strong> (large volume of calls).<\/p>\n

So by the time you get to a real person, especially if this is a pressing matter, you are \u0433\u043e\u0442\u043e<\/span>\u0432\u044b <\/strong>\u0432\u0437\u043e\u0440\u0432\u0430<\/span>\u0442\u044c\u0441\u044f<\/strong> (ready to explode), you are \u0434\u043e\u0432\u043e\u0434\u0451<\/span>\u043d <\/strong>\u0434\u043e <\/strong>\u0431\u0435<\/span>\u043b\u043e\u0433\u043e <\/strong>\u043a\u0430\u043b\u0435<\/span>\u043d\u0438\u044f<\/strong> (exasperated) and require significant \u0443\u0441\u0438<\/span>\u043b\u0438\u0435 <\/strong>\u0432\u043e<\/span>\u043b\u0438<\/strong> (effort) to \u0432\u0435<\/span>\u0436\u043b\u0438\u0432\u043e <\/strong>\u0440\u0430\u0437\u0433\u043e\u0432\u0430<\/span>\u0440\u0438\u0432\u0430\u0442\u044c<\/strong> (speak politely). What can you say, it\u2019s simply a \u043d\u0435\u0440\u0432\u043e\u0442\u0440\u0451<\/span>\u043f\u043a\u0430<\/strong> (a trying experience).<\/p>\n

There are some notable exceptions to this torturous process, including an online retailer who will have a support person call you within seconds of your online \u0437\u0430\u043f\u0440\u043e<\/span>\u0441<\/strong> (request).<\/p>\n

To give credit when credit is due, I have never encountered a genuine \u0445\u0430<\/span>\u043c\u0441\u0442\u0432\u043e<\/strong> (offensive \u00a0behavior) from any of the customer service reps. Considering the number of \u0441\u0435\u0440\u0434\u0438<\/span>\u0442\u044b\u0435<\/strong> (angry), \u0433\u0440\u0443<\/span>\u0431\u044b\u0435<\/strong> (rude), \u0440\u0430\u0437\u0434\u0440\u0430\u0436\u0451<\/span>\u043d\u043d\u044b\u0435<\/strong> (irritated), \u043e\u0433\u043e\u0440\u0447\u0451<\/span>\u043d\u043d\u044b\u0435 <\/strong>(upset), \u0432\u043e\u0437\u043c\u0443\u0449\u0451<\/span>\u043d\u043d\u044b\u0435<\/strong> (outraged) and otherwise \u044d\u043c\u043e\u0446\u0438\u043e\u043d\u0430<\/span>\u043b\u044c\u043d\u044b\u0435<\/strong> (emotional) people they have to deal with daily, this is quite a \u0434\u043e\u0441\u0442\u0438\u0436\u0435<\/span>\u043d\u0438\u0435<\/strong> (achievement).<\/p>\n

The most you get is \u0431\u0435\u0437\u0440\u0430\u0437\u043b\u0438<\/span>\u0447\u0438\u0435<\/strong> (indifference), \u0440\u0430\u0432\u043d\u043e\u0434\u0443<\/span>\u0448\u0438\u0435<\/strong> (half-heartedness) and \u043d\u0435\u0432\u043d\u0438\u043c\u0430<\/span>\u0442\u0435\u043b\u044c\u043d\u043e\u0441\u0442\u044c<\/strong> (inattention). Still, it is a lot to take, especially if the issue you are trying to resolve is \u043d\u0435\u043e\u0442\u043b\u043e<\/span>\u0436\u043d\u043e\u0435<\/strong> (urgent) and \u0432\u0430<\/span>\u0436\u043d\u043e\u0435<\/strong> (important).<\/p>\n

Back in the Soviet and early post-Soviet days the level of customer service (or any service) in Russia was frequently described as \u043d\u0435\u043d\u0430\u0432\u044f<\/span>\u0437\u0447\u0438\u0432\u044b\u0439 <\/strong>\u0441\u0435<\/span>\u0440\u0432\u0438\u0441<\/strong>. The adjective \u043d\u0435\u043d\u0430\u0432\u044f<\/span>\u0437\u0447\u0438\u0432\u044b\u0439<\/strong> can mean a few things, depending on the noun it\u2019s paired with. For example, \u043d\u0435\u043d\u0430\u0432\u044f<\/span>\u0437\u0447\u0438\u0432\u0430\u044f <\/strong>\u0440\u0435\u043a\u043b\u0430<\/span>\u043c\u0430<\/strong> means \u201csoft sell\u201d; \u043d\u0435\u043d\u0430\u0432\u044f<\/span>\u0437\u0447\u0438\u0432\u0430\u044f <\/strong>\u043c\u0443<\/span>\u0437\u044b\u043a\u0430<\/strong> is \u201clight music\u201d; \u043d\u0435\u043d\u0430\u0432\u044f<\/span>\u0437\u0447\u0438\u0432\u0430\u044f <\/strong>\u044d\u043b\u0435\u0433\u0430<\/span>\u043d\u0442\u043d\u043e\u0441\u0442\u044c<\/strong> is \u201cquiet elegance\u201d. So far so good, right? But \u043d\u0435\u043d\u0430\u0432\u044f<\/span>\u0437\u0447\u0438\u0432\u044b\u0439 <\/strong>\u0441\u0435<\/span>\u0440\u0432\u0438\u0441<\/strong> is nothing to be proud of. In fact, it means \u201csupport that\u2019s not there\u201d. It\u2019s unobtrusive (another meaning of \u043d\u0435\u043d\u0430\u0432\u044f<\/span>\u0437\u0447\u0438\u0432\u044b\u0439<\/strong>) to the point of nonexistence.<\/p>\n

This is probably marginally better from a so-terrible-it\u2019s-comical \u0441\u043c\u0435\u0445 <\/strong>\u0441\u043a\u0432\u043e\u0437\u044c <\/strong>\u0441\u043b\u0451<\/span>\u0437\u044b<\/strong> (laughter through tears) service experience. For example, when a waitress at an otherwise excellent Russian restaurant on Brighton Beach tells you (me): \u041f\u0435\u0440\u0435\u0441\u0442\u0430<\/span>\u043d\u044c\u0442\u0435 <\/strong>\u043c\u0435\u043d\u044e<\/span> <\/strong>\u0447\u0438\u0442\u0430<\/span>\u0442\u044c. <\/strong>\u0412\u044b \u0436\u0435 \u043d\u0435 \u0447\u0438\u0442\u0430<\/span>\u0442\u044c \u043f\u0440\u0438\u0448\u043b\u0438<\/span>, \u0430 \u0435\u0441\u0442\u044c. \u0412\u043e\u0442 \u0437\u0430\u043a\u0430\u0436\u0438<\/span>\u0442\u0435, \u0430 \u043f\u043e\u0442\u043e<\/span>\u043c \u0443\u0436\u0435<\/span> \u0447\u0438\u0442\u0430<\/span>\u0439\u0442\u0435.<\/strong> (Stop reading the menu. You came here not to read, but to eat. Order first then keep reading.)<\/p>\n

Getting back to the exasperating experience, hopefully your \u043f\u0440\u043e\u0431\u043b\u0435<\/span>\u043c\u0430<\/strong> (problem) is resolved, you get \u0432\u043e\u0437\u0432\u0440\u0430<\/span>\u0442 <\/strong>\u0434\u0435<\/span>\u043d\u0435\u0433<\/strong> (refund) back to your \u043a\u0440\u0435\u0434\u0438<\/span>\u0442\u043d\u0430\u044f <\/strong>\u043a\u0430<\/span>\u0440\u0442\u043e\u0447\u043a\u0430<\/strong> (credit card) or your \u0431\u0430<\/span>\u043d\u043a\u043e\u0432\u0441\u043a\u0430\u044f <\/strong>\u043a\u0430<\/span>\u0440\u0442\u043e\u0447\u043a\u0430<\/strong> (debit card). Or you might be asked to \u0432\u0435\u0440\u043d\u0443<\/span>\u0442\u044c <\/strong>\u043d\u0435\u0438\u0441\u043f\u0440\u0430<\/span>\u0432\u043d\u044b\u0439 <\/strong>\u0442\u043e\u0432\u0430<\/span>\u0440<\/strong> (return the malfunctioning item) back to \u043f\u0440\u043e\u0434\u0430\u0432\u0435<\/span>\u0446<\/strong> (a seller). Or you might get nothing of the kind. No matter the outcome, you will be left with a polite \u0432\u0441\u0435\u0433\u043e<\/span> <\/strong>\u0434\u043e<\/span>\u0431\u0440\u043e\u0433\u043e!<\/strong> (have a nice day!).<\/p>\n","protected":false},"excerpt":{"rendered":"

Hello! Boy, am I happy to be back! I apologize for such a long absence from the blog. In case you have been wondering, I am not trekking across Siberia nor is my time taken up by re-reading \u201cWar and Peace\u201d for the umpteenth time. I have been stranded \u0431\u0435\u0437 \u043d\u043e\u0443\u0442\u0431\u0443\u043a\u0430 (without a laptop) or…<\/p>\n

Continue Reading<\/a><\/p>","protected":false},"author":39,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":""},"categories":[8,7828],"tags":[117478,1298,115136],"class_list":["post-2478","post","type-post","status-publish","hentry","category-language","category-russian-for-beginners","tag-helpful-russian-phrases","tag-russian-words","tag-useful-russian-words"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/blogs.transparent.com\/russian\/wp-json\/wp\/v2\/posts\/2478","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.transparent.com\/russian\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.transparent.com\/russian\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.transparent.com\/russian\/wp-json\/wp\/v2\/users\/39"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.transparent.com\/russian\/wp-json\/wp\/v2\/comments?post=2478"}],"version-history":[{"count":1,"href":"https:\/\/blogs.transparent.com\/russian\/wp-json\/wp\/v2\/posts\/2478\/revisions"}],"predecessor-version":[{"id":2479,"href":"https:\/\/blogs.transparent.com\/russian\/wp-json\/wp\/v2\/posts\/2478\/revisions\/2479"}],"wp:attachment":[{"href":"https:\/\/blogs.transparent.com\/russian\/wp-json\/wp\/v2\/media?parent=2478"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.transparent.com\/russian\/wp-json\/wp\/v2\/categories?post=2478"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.transparent.com\/russian\/wp-json\/wp\/v2\/tags?post=2478"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}