How to deal with unhappy customers in English — like a professional!

5,535 views ・ 2021-10-18

Business English with Christina


Please double-click on the English subtitles below to play the video.

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- Unhappy customers.
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If you're in business long enough,
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eventually you'll have to deal with them.
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And if English is not your native language,
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well, you got two extra challenges:
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Understanding the culture, so you know what to do and say,
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and using diplomatic language,
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which sometimes is a little advanced.
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So let me help you with all of that.
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Hi, I'm your English coach, Christina,
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and welcome to Business English with Christina,
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where you become better at English and better at business.
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In today's episode,
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I'm gonna help you deal with unhappy customers in English,
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like a professional.
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And you may have a lot of experience in business,
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but I found that many of my clients,
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they still need a little help
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using some diplomatic expressions.
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Why is that?
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Because, there's two reasons, really.
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Number one, if you're not 100% comfortable in English,
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and that's okay, and you're in a stressful situation,
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you're more likely to revert back
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to the more basic structures that you're comfortable with.
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And most of the time,
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if you use the English that you learned in school
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or those very basic structures,
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it's a little too direct for a very delicate situation.
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So by the end of today's lesson,
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you'll have lots of expressions that'll help you.
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And there's maybe another reason that sometimes my clients
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are a little too direct in these delicate situations,
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and it's the cultural differences.
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Different cultures have different expectations
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for their business contacts and for customer service.
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So it's important to be aware of that also.
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I'm originally from the U.S.
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And one of the first things that I noticed
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when I arrived in France
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was that difference in customer service.
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I think everyone has heard the expression,
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the customer is king.
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It's a very common expression in English.
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And I heard something from a French person who said,
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"Yes, customer is king,
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and in France, we know what we do to kings."
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(Christina imitating bones breaking)
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So anyway, let me help you handle
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these kinds of uncomfortable, delicate situations
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like a pro.
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The first thing that's interesting
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actually doesn't have anything to do with English.
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It's all about body language.
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So the way that we speak or communicate with our bodies
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and the way that we hold ourselves.
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Good news is you don't have to memorize any expressions
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to have good body language.
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Maybe, let's start with what not to do
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when you're dealing with an unhappy customer.
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For example, if you've got your arms crossed,
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it looks a little defensive or closed.
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And of course also if pointing my finger at you,
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well, it doesn't look like I'm trying to find a solution.
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Or if I'm kind of standing here.
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Okay, you don't see me there.
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If I'm standing with my hands on my hips like this,
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again, not very a helpful position there.
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So what should you do?
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Well, before we look at that,
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go ahead and hit that thumbs up, body language, on YouTube
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and subscribe to my channel,
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just to let me know that you're enjoying this lesson.
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So what should you do?
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One thing is to face the person that you're speaking
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and it's okay to smile.
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(star chiming)
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Not as cheesy as that, but just a slight smile.
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Even I recommend it.
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And I know people who even on the phone will keep smiling
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because you can actually hear that in the voice.
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And if you're dealing with an unhappy customer,
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but you're smiling on the phone,
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it helps you to have a more pleasant,
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more diplomatic sounding voice.
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And that is important.
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And as you can probably already imagine,
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showing someone that you're listening to them
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can really help to, let say,
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calm down a difficult situation.
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And this is very easy to do in English.
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So here are some expressions
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that will help you to sound more diplomatic
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and show that you're listening to that unhappy customer.
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I see what you mean.
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I see what you're saying.
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Or, I hear what you're saying.
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And, I really do understand your frustration.
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And if you want to show your customer
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that yes, you do understand,
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try reformulating their concerns.
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Something like, I understand
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that you're not satisfied with...
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Or, I understand that you're not happy with
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dah, dah, dah, dah.
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For example, I understand that you're not satisfied
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with that service that you received.
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And you can apologize.
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When you've been in business long enough,
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there will be occasions to apologize:
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Missed deadlines, commitments that your company
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couldn't meet, human error or whatever.
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There's no shame in apologizing.
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And here's how you can apologize with style in English.
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I'm sorry that...
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For example, I'm sorry that we didn't meet your deadline.
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Or, please accept our apologies.
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For example, please accept our apologies
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for any inconvenience caused.
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And you can focus on solutions.
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I've heard that there are two types of people in the world:
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The people who try to find the problems
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and the people who try to find solutions.
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Now, your client has already found the problem,
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so you want to be the person who tries to find a solution.
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And your client is probably expecting you
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to find a solution for them.
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So here are some ways that you can suggest solutions.
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For some problems, you can offer one of these things:
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A discount, so that your client pays less.
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Or a refund, when you give all of the money
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back to the client.
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For example, you could say,
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I can offer you a discount
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for the items that you received late.
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Or, we're really sorry
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about the technical issues on our website,
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and we'd like to offer your company a refund
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for this month's service agreement.
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And for some other problems, you can offer these things:
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A voucher.
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That's an agreement or a certificate
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that your client can use for free services or products
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in the future.
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Or a replacement.
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It's when your company sends a new part or a new product
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in place of the defective or unavailable product.
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For example, you could say,
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"We realize that our current product has a defect
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and we're very sorry for that,
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but we'd like to offer you a replacement."
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And if the problem is more complex than that,
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then you'll want to show that you're trying
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to solve the problem.
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And some phrases that you could use.
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I know you need dah, dah, dah, dah,
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so I will try to dah, dah, dah, dah.
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And if I can't do that, I'll dah, dah, dah, dah.
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Let me give you an example
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of that little bit of conversation.
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I know you need the results of the research
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by the next month,
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so I'll try and see if we can speed up the process
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by putting more team members on the project.
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And if I can't do that,
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I'll see if we can collaborate with another laboratory.
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And now you know what your clients and customers
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are expecting when they come to you with a problem.
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And you also have an idea
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of the types of body language you can use
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and what you can say in those situations,
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so you can help your customers
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with their problems in English, even if they come
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from many different cultures and countries.
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And if you don't use it, you lose it.
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So here's how you can use what you learned today.
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Think of a situation where you might have to deal
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with an unhappy customer
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and write a phrase that you might use in that situation
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in the comments below.
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It's the perfect opportunity to practice,
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to make sure that you're using it correctly
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and to add that to your active vocabulary.
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And if this lesson was helpful for you, I'd love to know.
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And there are three simple ways that you can tell me,
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hit that thumbs up on YouTube and subscribe to this channel.
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You can go over to my website
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and get your free English Habits Kit
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to help you build solid habits for lifelong learning.
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And the link is down in the comments below the video.
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And of course you can watch this next lesson,
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which is going to help you
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to just feel more confident in English.
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All right, thank you so much for improving your English
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with Business English with Christina.
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And I'll see you next time.
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