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Customer service IA3W1D1

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English4callcenters .com

on 31 October 2016

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Transcript of Customer service IA3W1D1

By the end of this lesson you will be to:
Warm up
What's a "customer"?explain.

Is there a difference between good and bad customer service?

What type of customer are you?

Have you heard the expression "the customer is always right"?
Vocabulary
Complaint

Agent

Face to face

Handle
Issue


Dissatisfied

On hold

Inconvenience
Pair up and answer the questions below. Then share your answer with the class
A) You want to return an item because is the wrong size. Talk to the shop assistant.

B) Assist your customer
A) You have been overcharged for the past month in your electricity bill. Call the company and ask for a solution.

B) Answer the call
Role play
How many of these words do you know? Define it!
What's customer service?
...is about
helping
customers to
resolve questions , issues, problems or doubts
they have about the company you work with.
NOW, create your own definition about customer service!
Your coach will ask for volunteers, they will name and explain some
customer service skills.
Define what's customer service
Explain how to solve an issue
Use appropriate customer service terms
Choose a role play, practice and act it out
How do you think face-to-face customer service is different from over-the-phone customer service?




Have you ever received something as a compensation for the bad customer service you received? What happened?
Discussion
Pair up and talk about these questions with your classmate.
Work in pairs and explain in your own words

Mental Training
Practice your mental training with your coach and repeat with confidence
Watch video #3
Repeat with confidence:
1. I learn from my mistakes

2. I am super good at English

3. I have excellent grammar
Fluency diet review
Pair up and answer the questions below. Then, your coach will select some students to go to the front
How do you make a salad?

Tell me about a happy moment of your life

What would you do if you won the lottery?
Grammar Review
Your coach will explain to you the grammar chart. Pay attention
Wrap up
Your coach will select 1 or 2 students to go to the front and they will do a recap
Describe in your own words what you did since you walked into E4CC until now

Customer Service
Let's talk!
I was trying to get some information from the local cable company, about my bill. I couldn’t understand the different charges which had no explanation just names like Extended Package fee. The agent couldn’t explain it and kept giving me the same answer. I said, very politely, “I don’t understand your explanation, is there someone else who can explain it to me so I can understand it.” She replied: “You’re stupid.” Then she hung up.
Full transcript