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BUSINESS ENGLISH

FIRST TASK

Written by

Alicia Istiqomah (20217490)

Diaz Ayu Frida (26217485)

Fikri Ihsan Mulevi (22217349)

Fortasya Bayyina Imbruglia (22217429)

Nabila Pratiwi Adiningrum (24217341)

Class 3EB15

GUNADARMA UNIVERSITY

PTA 2019/2020

1. Report Text New Product About iPhone

A smartphone is a cellular telephone with an integrated computer and other feature not originally asossiated with telephones such as an operating system, web browsing, and the ability to run software application. Smartphone use a touch screen to allow users to interact with them. There are thousands of smartphone apps including games, personal-use, and business-use programs that can all run on the phone, example of the Apple iPhone one of the most popular smartphones available today is iPhone 11.

iPhone is a line of smartphones designed and marketed by Apple Inc. All generations of the iPhone use Apple’s iOS mobile operating system software. The first-generation iPhone was released on June 29, 2007, and multiple new hardware iterations with new iOS releases have been released since. From iPhone X, Apple Inc improve various features to be iPhone 11.

Apple on September 10 unveiled the iPhone 11, its new flagship $699 smartphone that offers a range of powerful features at an affordable price tag. Sold alongside the more expensive iPhone 11 Pro and the iPhone 11 Pro Max, the iPhone 11 is going to be the iPhone perfect for most people. The iPhone 11 succeeds the iPhone XR, and it features a 6.1-inch LCD display that Apple calls a “Liquid Retina HD Display.” It features a 1792 x 828 resolution at 326ppi, a 1400:1 contrast ratio, 625 nits max brightness, True Tone support for adjusting the white balance to the ambient lighting, and wide color support for true-to-life colors.

Like the iPhone XR, the iPhone 11 does not include 3D Touch, instead using Haptic Touch. Haptic Touch is supported across iOS 13, but it lacks the pressure sensitivity of 3D Touch. Design wise, the iPhone 11 features a glass body that comes in six different colors: White, Black, Yellow, (PRODUCT)RED, Purple, and Green. The latter two colors are both new in 2019. The iPhone 11 doesn’t look much different than the iPhone XR, but Apple says it’s made from the toughest glass ever in a smartphone and offers improved water resistance (IP68), boosting overall durability. Spatial audio offers a more immersive sound experience, and Dolby Atmos is supported.

The camera system sets the iPhone 11 apart from the XR, with Apple introducing a new dual-lens camera that’s an improvement over the prior single-lens camera. The camera setup features a standard wide-angle camera and a new ultra wide-angle camera with a 120 degree field of view. Unlike the iPhone 11 Pro and Pro Max, there is no telephoto camera lens. According to Apple, the ultra wide-angle camera captures four times more scene, making it ideal for landscape photos, architecture images, tight shots, and more. Both of the cameras work together to enable Portrait mode for people, pets, objects, and more, an upgrade over the iPhone XR that only supported person shots in Portrait mode.

The camera interface on the iPhone 11 has been overhauled with a more immersive experience that lets you see and capture the area outside of the frame using the ultra wide-angle camera if desired. 2x optical zoom out is supported, as is digital zoom up to 5x. Apple has added a new Night mode that’s designed to use the iPhone’s processing capabilities and the new wide camera sensor to capture crisp, clear, bright photos even in very low lighting conditions, similar to the Night Sight mode on Google Pixel devices. Next-generation Smart HDR takes advantage of machine learning to capture more natural-looking images with improved highlight and shadow detail, and in iOS 13.2, Apple is introducing a Deep Fusion feature that uses advanced machine learning techniques for pixel-by-pixel processing of photos, optimizing for texture, details, and noise. All in all, the iPhone 11 offers much improved photographic capabilities over the XR.

4K video recording with extended dynamic range is available at 24, 30, or 60fps, and both of the cameras in the iPhone 11 can be used for recording video, with live swapping available using a simple tap. A QuickTake video mode lets you hold down on the shutter button in the Camera app to automatically record video with subject tracking, and an Audio Zoom feature matches the audio to the video framing for more dynamic sound. The front-facing TrueDepth Camera system has been updated with a new 12-megapixel camera, and making Face ID up to 30 percent faster and able to work from more angles. For the first time, it supports 120 fps slo-mo video, allowing users to capture slo-mo selfies, aka “slofies.” The TrueDepth camera also supports next-generation smart HDR for more natural-looking photos and it can record 4K video at 60 fps.

Inside the iPhone 11, there’s an A13 Bionic 7-nanometer chip along with a third-generation Neural Engine. Apple says the A13 Bionic is the fastest chip ever in a smartphone with 20 percent faster CPU and GPU than the A12. New Machine Learning Accelerators allow the CPU to deliver more than 1 trillion operations per second, and the Neural Engine is faster than ever for real-time photo and video analysis. When it comes to battery life, the iPhone 11 lasts for one hour longer than the iPhone XR. It supports up to 17 hours of video playback, up to 10 hours of streamed video playback, and 65 hours of audio playback, though it does not match the battery life of the iPhone 11 Pro and Pro Max. Fast charging is available, but unlike the iPhone 11 Pro, the iPhone 11 ships with a standard 5W charger and fast charging requires extra equipment.

The iPhone 11 features an Intel modem chip with Gigabit-class LTE, 2×2 MIMO, and LAA, Wi-Fi 6 support (802.11ax) with 2×2 MIMO, Bluetooth 5.0, Dual-SIM with eSIM, and an Apple-designed U1 Ultra Wideband chip that improves spatial awareness and allows for better indoor tracking. In iOS 13.1, the chip allows for directionally aware suggestions for AirDrop so you can drop files to a person you point your iPhone at. Apple is offering the iPhone 11 in 64, 128, and 256GB capacities with prices that start at $699. The iPhone 11 officially launched on Friday, September 20.

Describe a Job

A doctor is someone who maintains or restores human health through the practice of medicine. He or she faces the challenge of diagnosing and treating human disease, ailments, injuries, pain or other conditions. This is done by listening to the patient, understanding the problem, and then using their scientific expertise to know how best to treat the ailment or concern. There is a specific type of doctor for almost every major system located in the human body. A doctor can be found in several settings, including public health organizations, teaching facilities, private practices, group practices and hospitals. They have some of the most diverse and challenging careers available and are part of a universally well-respected profession.

Examples of Doctor responsibilities :

Monitor and provide general care to patients on hospital wards and in outpatient clinics
Admit patients requiring special care, followed by investigations and treatment
Examine and talk to patients to diagnose their medical conditions
Carry out specific procedures, e.g. performing operations and specialist investigations
Make notes and prepare paperwork, both as a legal record of treatment and for the benefit of other healthcare professionals
Work with other doctors as part of a team, either in the same department or within other specialties
Liaise with other medical and non-medical staff in the hospital to ensure quality treatment
Promote health education
Undertake managerial responsibilities such as planning the workload and staffing of the department, especially at more senior levels
Teach and supervise junior doctors and medical students
Carry out auditing and research.

Being a doctor, like any other career, has its pros and cons:

Pros

Helping People
Respect in Society
Job Opportunities
Various Career Paths
Monetary Benefits
Ability To Help In Areas Of Need

Cons

Long Course Duration
High Fees For Schooling
Continuing Education Needed
Long Working Hours
Responsibility
Lawsuits
Stress & Burnout

Delegative tasks

Delegative means accompanied by delegation of responsibilities. This means, the responsibility lies with the nurse who carries out the task. For example delegative tasks, namely:
Check the patient’s vital signs such as blood pressure, heart rate, breathing frequency and body temperature.
Perform medical measures such as taking blood, injecting, putting IV tubes, and cleaning wounds.
Provide information about the disease, treatment plan and an explanation of the drugs consumed by the patient.
Provide basic immunizations according to government programs.

The purpose of the doctor’s delegation

Delegating a task does not mean that the doctor is not competent to do it. All of these tasks are contained in the Indonesian Doctors Competency Standards in 2012 and must be able to be carried out by doctors independently. In the world of work, the delegation of doctor’s tasks needs to be done so that patients do not wait too long in the clinic or late to be treated. Another reason, doctors sometimes can not be present on time during practice hours or during a room visit because they have to do medical procedures or operations that take no time.

However, there are doctors whose duties clearly cannot be delegated, namely the determination of the diagnosis and the patient’s treatment plan. This is the exclusive authority of doctors set in the law, as well as what distinguishes it from the nursing profession. Although the medical authority is not as big as a doctor, a nurse is not a doctor’s aide as many people think. This mindset often makes the relationship between doctors and nurses less harmonious. Not infrequently, doctors feel nurses work outside their authority or nurses feel doctors can only govern without seeing the actual conditions on the field. In fact, doctors will not be able to treat and serve patients properly without the participation of nurses. As the spearhead of medical services, nurses are often the first person that patients encounter during treatment. Therefore, its role is very decisive. So if the doctor needs to delegate the task, treat the nurse as an equal partner.

Customer Service

How to talk to your customer

Just as in music, if your tone is off, the whole piece falls flat. For example, “Anything else?” and “What else can I help you with?” ask the same question, but they are wildly different in terms of tone. As you define your support team’s collective voice, develop a set of standards for personal and human conversations. This allows each member to maintain their unique voice without sounding like they’re talking from a script.

Think of tone on a spectrum

Take the examples above: “Anything else?” and “What else can I help you with?”

One is clearly sliding into bitter-sounding territory, while the other feels friendly but still professional. That’s where you’ll want to be for the large majority of customer interactions.

Use positive language

Positive language keeps the conversation moving forward and prevents accidental conflicts due to miscommunication. Words like can’t, won’t, and didn’t and phrases like “you have to” or “you need to” are usually interpreted as negative.

For example

× Bad: “No, we don’t have that.”

× Less bad: “I can see how that would be useful, but I’m afraid we don’t have plans to add that functionality.”

√ Good: “While there’s currently no way to do that, we appreciate you taking the time to let us know what you’re looking for — most of the improvements we make come from ideas and suggestions like yours, so thank you for reaching out!”

Say one of your products is backordered for a month and you need to relay this information to a customer immediately. Consider the following responses:

Redirecting the conversation from negative to positive places focus on the proposed solution. When the outcome takes center stage, it reduces the odds that customers will be upset.

CUSTOMERS DON’T CARE ABOUT WHAT YOU CAN’T DO, THEY WANT TO HEAR WHAT’S GOING TO BE DONE.

For those tricky situations where customers “have to” do something, you can use positive language to remind them (and yourself) that this is a team effort:

Positive language keeps the door open for future interactions, and the customer won’t feel as though it was a waste of time to get in touch.

Be brief but not brusque

It doesn’t matter how amazing your reply is — most customers are going to ignore a 1,000-word email. Keep both sentences and paragraphs short. Large blocks of text will get skipped right over. Use images, videos, and links to knowledge base articles to keep your replies concise. Bonus: When your knowledge base is integrated with your help desk, the process is easy because you can pull in articles without leaving your reply!

The goals of a support reply are to answer the customer’s question and to make them feel heard. You might be able to answer a question with a link to an article in your knowledge base, but couching that in a sentence or two is more human.

Reply in a timely manner

When you can modify your saved reply with the customer’s name and an acknowledgement of their specific issue within 30 seconds, it can make some people wonder if their email even got read. It’s OK to let non-urgent emails sit a few extra minutes. Of course, customers who are in a “pulling my hair out” situation want a resolution yesterday. Make responding to them a priority. Try setting up a folder separate from the main support queue where you can filter less-than-ecstatic messages. Here, the team can see immediately which emails are from customers who need help right away.

Always use your customer’s name

If you’re not using the customer’s name in your greeting, you’re missing an opportunity to use the psychology of consumer behavior to your advantage. Dale Carnegie advised readers to “Remember that a person’s name is to that person the sweetest and most important sound in any language.” Your help desk should allow you to automate using the customer’s name. Just be sure to get it right — use the name they use! Sérgio is Sérgio, not Sergio. Katie is Katie, not Kate. If you don’t have the person’s name, go with a friendly, generic greeting: “Hey there!”

Talk their talk

Mirroring your customer’s tone lets them know you’re on their side. If a customer is formal, for example, hold back on the LOLs. If they’re more casual, relax your tone, too. Adjust based on the tone of the customer’s email. If they’re clearly angry, don’t be a chipper do-gooder — take it down a notch. If they’re excited about something, bring the energy. For a majority of interactions, the sweet spot is almost always “somewhat like your customer” but not a caricature of your customer. Mirroring builds rapport and puts your customer at ease, reducing the amount of interpretation needed to understand what you’re trying to communicate.

Be careful with jokes

Gauge your rapport with the customer before attempting any jokes, sarcasm or irony — they don’t translate easily through text, so your intent can easily be misunderstood. While emoji and GIFs certainly help, there’s still no sarcasm font, so choose every word with thoughtfulness and care. If your customer comes in cracking jokes, though, mirroring their humor is a surefire way to make their day!

Create a support style guide

Style guides document all the unique elements that make up your brand so everyone on your team can provide a consistent experience across the board. It should provide guidelines, but not stifle creativity. Focus on the dos and don’ts of tone and language, and outline the sort of customer service you admire. The customer support section in Help Scout’s style guide, for instance, covers everything from what to call emails from customers (“conversations,” not “tickets”) to words to avoid (“inconvenience,” “unfortunately”) to how to format telephone numbers. Creating a distinct language or using specific phrases reflects and instills the values of the company across every team member, reminding them of what they represent and the standards by which they must abide.

Build templates for saved replies

A living database of saved replies that your team can actively build on saves time by streamlining how you answer common questions. Saved replies can be used to reduce the number of conversations that are not valuable to your company. A new customer who needs to know how to reset her password still deserves help, but this is a conversation that warrants a template. You’ll gain more time to have high-value conversations, which result in real insights. Establishing a relaxed set of guidelines encourages the team to use their gut to decide when a new saved reply needs to be added; “I feel like we get this question a lot” is often all the justification you need.

Give directions chronologically

If you can do something for a customer, by all means, do it. The lower their perceived effort, the better they’ll rate your customer service. When you really do need a customer to carry out a lengthy set of instructions on their own, use numbers or bullet points. Say, for instance, you need the customer to perform a traceroute to help you troubleshoot why a certain page is loading slowly, and you’ve already exhausted the other possibilities, you can advise the following:

Cross-check whole-company support replies

Whole-company support is fantastic for a number of reasons, but don’t let people who aren’t trained in the art of support fire off replies without the signoff of a seasoned pro. Have non-support folks use your help desk’s @mentions feature in an internal note to a support team member so they can quickly review your draft reply before shipping it. Remember, customer support is challenging, specialized work — not just anyone can do it.

Offer to help further

Avoid ending conversations so bluntly that the customer feels you are hurrying them out the door. Instead, invite them to continue the conversation.

“Let me know if there’s anything else I can do for you. I’m happy to help.”

Make sure you customer knows you’re happy to assist with any lingering concerns or answer questions they may feel are “silly.” There are no silly questions in support.

Show, don’t just tell

When possible, take a quick screen recording to show customers what to do, versus typing it out in steps. This tip comes from Denise Twum, Customer Support at issuu:

Clarity, clarity, clarity

Use accessible, candid, precise, plain language. Avoid using passive-aggressive or didactic language (“actually,” “ought to,” “should”), slang, colloquialisms, and technical jargon. For a refresher on clarity, we recommend Strunk and White or these writing guides.

Steer clear of customer service clichés

Which one of the following statements do you think is more appropriate?

“You are being transferred. Your call is very important to us.”

“Hi Angela, I’m going to introduce you to Tim, our customer success specialist who will be better able to answer your question!”

Easy. One is a trite platitude that people are sick of hearing. The other explains to customers why the transfer is to their benefit. Wording makes all the difference.

Talk to your customers like people

… because they are. Consider the following disappointing example:

The customer is literally treated like a number. The overly formal tone doesn’t engage the customer at all — is this an “inquiry” or a conversation with a real person?

Be friendly, personable, and casual. A follow-up email like this works better:

Customers want to be treated with respect. The day you stop talking to them like regular people is the day you lose touch and relevance. After that, you start losing customers.

Simplify for foreign-language customers

When a customer contacts you in another language, use a translation tool (such as Google Translate), and write for translation by using active voice and simple words. Skip the idioms. Lean on visuals more heavily than text. If anyone on your team speaks the customer’s language, ask them to check your reply!

End on a high note

Make sure you always get to a place where, “Yes, I’m all set!” rings loud and clear. Try ending your conversation with a phrase like this:

“Excellent! I’m glad we were able to get that sorted out for you. Before you go, is there anything else I can assist you with today? I’m happy to help.”

Believe it or not, some customers might not mention that they have another problem if you don’t ask them about it. Adding “I’m happy to help” shows the customer that answering another question isn’t a burden; in fact, you’d be happy to do it.

Examples

Customer Service : Thank you for calling ABC Company. My name is Ashley. How may I help you today?

Customer : I’m calling because I received a wrong bill. I just paid my phone bill two days ago and my payment is not reflected in the bill.

Customer Service : Sorry for the inconvenience madam. May I have your Account Number, please,

Customer : 5340036548

Customer Service : For verification purposes mam, Can I get your name and birth date?

Customer : Maegan Simpson, July 23, 1974 and the account is under my name.

Customer Service : Thank you for that information mam. Per our system’s data, you did pay your bill last Aug. 12 which was two days ago in one of our affiliated payment centers and you currently have 0 balance. However, the bill that you received was generated a week before you made the payment that’s why your latest payment had not been reflected. You can simply disregard the amount indicated in the bill and continue enjoying our services.

Customer : Thank you.

Customer Service : Delays in the bill is usually caused by delays in our courier services. For a more up dated bill of your account, you can visit our website and log in to your account. This bill is more updated.

Customer : Ok I will.

Customer Service : Will there be anything else that you need madam?

Customer : No thanks

Customer Service : Thank you for calling. We are glad to assist you.

Customer : Ok bye.

Asking and Giving Opinion

Asking Opinion

What do you think of….?
What is your opinion….?
How about….?
Do you think that….?
Do you have any idea….?

Giving Opinion

I think……
In my opinion……
I personally believe…..
From my point of you…..
I don’t think…..
I don’t doubt that….
I believe….

Examples

Josh: I want to buy a laptop. Do you have any recommend?

Cloe: What kind of laptop do you need?

Josh: I need it for my studies and playing games.

Cloe: I think the best laptop that fit you is a macbook.

Josh: What type of macbook?

Cloe: I think MacBook Pro 13-In fit you.

Josh: Isn’t MacBook Pro 13-In have 2 types?

Cloe: Yes. You can choose one of them.

Josh: Do you know what is the difference between them?

Cloe: I think the processor, graphics, ports, and the price are difference. If Macbook Pro 13-In (Four Thunderbolt 3 ports) have processor 2,4GHz quad-core Intel Core i5, 2,8GHz quad-core Intel Core i7, turbo boost up to 4,7GHz and the graphics is Intel Iris Plus Graphics 655 and the price is more expensive than others. If MacBook Pro 13-In (Two Thunderbolt 3 ports) have processor 1,4GHz quad-core Intel Core i5, 1,7GHz quad-core Intel Core i7, turbo boost up to 4,5GHz, the graphics is Intel Iris Plus Graphics 645 and the price is more cheeper than others.

Josh: So from your point of me which one that really fit me?

Cloe: In my opinion MacBook Pro 13-In (Four Thunderbolt 3 ports) really fit you.

Josh: Okay. Thank you for your recommend.

Cloe: Your welcome.

Hullaaaa👋

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