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Transcript of 2018 A1W3D3
Get your homework ready. Come to the front and write one new word. Then, get in couples and practice yesterday's 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
SET THE TONE.
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?
INTERVIEW: 5 minutes speaking English 0 mistakes
Perfect Tenses - Comparatives & Superlatives
Modals - Conditionals - Call Center Skills
CLASS: 45 seconds 0 mistakes
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.
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?
Listen to the audio and write down what it says.
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
QUICKLY REVIEW THE VOCABULARY. YOUR COACH WILL RANDOMLY ASK TRAINEES FOR A MEANING.
4. billing cycle
5. billing date
6. due date
top up .2
Airtime minutes .4
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.
According to our
, your billing
starts on __________.
It goes from ________ to __________ of each month.
includes __________ minutes, ___________ text messages and _______________ GB of data.
Also, your bill
__________________(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