Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

2018 A1W3D3

No description
by

English4callcenters .com

on 23 August 2018

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of 2018 A1W3D3

DISCIPLINE
CHECK

Get your homework ready. Come to the front and write one new word. Then, get in couples and practice yesterday's question.
NEW
VOCABULARY
-
-
-
-
-
-
-
-
-
QUESTION:
45 seconds 0 Mistakes
Get in couples. And, practice the following warm-up. Then, you will have 30 seconds to impress. Coach, review the
STARS
and
SET THE TONE.
WARM UP
If life gave you a second opportunity to take on a challenge that you failed in the past, what challenge would it be and what would you do different?
VERBAL AFFIRMATIONS
WRITTEN AFFIRMATIONS
VISUALIZATION
MOTIVATIONAL VIDEO
MENTALITY
DISCIPLINE
INTERVIEW: 5 minutes speaking English 0 mistakes
Perfect Tenses - Comparatives & Superlatives
Modals - Conditionals - Call Center Skills
CLASS: 45 seconds 0 mistakes
RECOVERY
time!
INTERVIEW
QUESTIONS
Your coach will show you how to answer some interview questions. Get in couples and get ready to come to the front. Coach: Quality check after this.
ANALYZE &
RESOLVE
Coach: have students stand up and make groups, then analyze the scenario and the group with the best solution wins. Students have 5 minutes to discuss and have a solution.
You are on a escalation with an irritated customer. The customer had called to process a payment for their bill; however, the payment was processed twice by mistake. The customer has two charges on their credit card statement for the same amount corresponding to their phone bill, but one is a duplicate amount.

How would you calm this irritated customer?
What options would you give?
ORDER &
Listen to the audio and write down what it says.
ADDRESS
1) What was Mr. Clark first name and where does he live?
2) What was his wife´s name and where does she live?
3) Fill in the blanks:

A) David _____ - 8__ ___ West Street Paul _____ Greenville, ____ 27___
B) ______ Evans - __3 ______ Road ______, New _____ 0___1
C) ______ _____ - ___ ____ _____ ______, ____ ____ 19335
PREPAID &
POSTPAID
QUICKLY REVIEW THE VOCABULARY. YOUR COACH WILL RANDOMLY ASK TRAINEES FOR A MEANING.
BILLING
1. Invoice
2. paperless
3. Self-serve
account
4. billing cycle
5. billing date
6. due date
7.
8.
9.
10.

rate plan
add-ons .1
top up .2
roaming .3
Airtime minutes .4
usage .5
data .6
.7
.8
.9
.10


Have you ever ported a number?
if you had to port yours, which company would you choose?
PRACTICE FOR TOMORROW'S SKYPE CALLS. ONE PERSON IS THE AGENT AND THE OTHER THE REPRESENTATIVE.
BILL
BREAKDOWN
USEFUL PHRASES
According to our
records
, your billing
cycle
starts on __________.
It goes from ________ to __________ of each month.
Your
rate plan
includes __________ minutes, ___________ text messages and _______________ GB of data.
Also, your bill
shows
__________________(list every charge under other fees)

We received a payment of ____________ which covered your previous bill.

That's a total of ______________________ taxes included.

TO OPEN BILL GO
TO THE NEXT PREZI
Full transcript