Improving brand image

Exercise 4. Change the following dialogues into a narrative story.

Bear in mind: You should change a dialogue into a monologic speech paying special attention to the choice of tense forms, sequence of tenses rule and word order.

Susan: George, I was wondering if we could discuss our new marketing strategy for a moment.
George: Certainly Susan. You know that I'm working with Anne on changing our image, don't you?

Susan: Yes, I think you'll make an excellent team. How do you feel about the merchandise we're pushing?
George: In my opinion, the products were offering are fine. However, I think we should concentrate on expanding our market share in the young adult market.

Susan: I totally agree. Who buys more products than twenty somethings?
George: Exactly. We haven't been very successful in our branding efforts, have we?

Susan: I'm not keen on changing our target audience, but we certainly have to improve our brand image.
George: If we want to edge out our main competitor, we're going to have to target customers at a younger age.

Susan: Maybe, but we also have to keep our competitive edge in quality.
George: Why don't we all get together for a discussion?

Susan: Can you let me know when your next meeting with Anne is going to be? I'd like to go over some of our restructuring ideas with both of you.
George: As a matter of fact, we'll be meeting this afternoon. Let's meet at four, shall we?

Susan: I'm afraid I already have an appointment then. Do you think we could meet earlier?
George: Well, I'll have to check with Anne.

2. Disputing an electricity bill - speaking to a customer service

Customer Service Representative: Hello, Big City Electricity, how may I help you today?
Mr. Peters: I'm calling concerning my electricity bill.

Customer Service Representative: May I have your account number?
Mr. Peters: Certainly, it's 4392107.

Customer Service Representative: Thank you, is this Mr. Peters?
Mr. Peters: Yes, this is Mr. Peters.

Customer Service Representative: Thank you, what can I help you with?
Mr. Peters: I think I've been overcharged for the past month.

Customer Service Representative: I'm sorry to hear that. Why do you think we charged you too much?
Mr. Peters: The bill is 300% higher than last month.

Customer Service Representative: I'm sorry to hear that. Let me ask you a few questions and then I'll see what I can do.
Mr. Peters: OK, Thank you for your help.

Customer Service Representative: Of course, thank you for calling this to our attention. Now, how much do you usually pay for your electricity?
Mr. Peters: I usually pay about $50 a month.

Customer Service Representative: Thank you. and how much did we charge on this bill?
Mr. Peters: $150. I can't understand why.

Customer Service Representative: Yes, Mr Smith. Was your usage different in any way?
Mr. Peters: No, it was an average month.

Customer Service Representative: I'm sorry there certainly seems to be a mistake.
Mr. Peters: Well, I'm happy you agree with me.

Customer Service Representative: I'll contact a service representative to come out and check your meter. What's your address Mr Peters?
Mr. Peters: 223 Flanders St., Tacoma, Washington 94998

Customer Service Representative:... and what's your phone number?
Mr. Peters: 408-533-0875

Customer Service Representative: I'm terribly sorry about the misunderstanding. We'll do our best to change this as quickly as possible.
Mr. Peters: Thank you for your help in clearing this up.

3. Talking business

Bear in mind: This dialogue contains professional jargon. Consult the word list of the key vocabulary to check the meaning of the words. Use the jargon transforming the dialogue into a narrative story.

Tim: Hey, can I get a little facetime?
Randall: Sure, let's dialogue.

Tim: Great. I tried to ping you earlier, but you weren't in.
Randall: Yeah, I had to handle some pushback on my proposal.

Tim: Really, why was that?
Randall: Well, I've come up with a number of synergies in the value chain. My value proposition was to seamlessly integrate our customer service reps.

Tim: Sounds like a win-win. How long is the ramp-up?
Randall: That's the problem. I projected a roll-out in two months. C-level people want to dial-in the project in two weeks.

Tim:...but you're proposing an end-to-end solution!
Randall: Yeah, I know. I had the time-frame mapped out for all the deliverables, too.

Tim: Sometimes you have to wonder about high-level management's capabilities to leverage people like you!
Randall: You're much too kind! Anyway, what was it you wanted to talk to me about?

Tim: Nothing much, I just wanted to give you a heads-up on some performance management issues I've been having with Pete.
Randall: No room to breathe?

Tim: You've got it....

Translation into easy (well, easier) English:

Tim: Hey, do you have some time for me?
Randall: Sure, let's talk.

Tim: Great. I tried to contact you earlier, but you weren't in.
Randall: Yeah, I had to manage some complaints about my idea for the company.

Tim: Really, why was that?
Randall: Well, I thought of a number of tasks that can complement each other in how we provide our service. My improvement idea was to include our customer service representatives our processes.

Tim: That sounds like a good idea for everybody. How long will it take to put your plan into action?
Randall: That's the problem. I think it will take two months to put into place. The directors want to put the project into action in two weeks.

Tim:...but you've suggested a complete solution to the problem!
Randall: Yes, I know. I had developed a schedule for all of the improvements, too.

Tim: Sometimes it's difficult to understand why upper management can't take advantage of people like you!
Randall: You're much too kind! Anyway, what was it you wanted to talk to me about?

Tim: Nothing much. I just wanted to tell you ahead of time about some problems I'm having with Pete trying to control everything I do.
Randall: No room for your own efforts?

Tim: That's right.

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