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WEEKEND A3W1D1

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English4callcenters .com

on 27 September 2018

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Transcript of WEEKEND A3W1D1

Get into
the floor
Recovery
TIME
Topic
SELL
Something
Make groups and select and object, then try to sell it and see how many of your classmates would buy it.
Discipline check
S1
S2
COMPETITION
Review stars/goal/melody and give your best! You are advanced, combine tenses and use the linking words!
FLUENCY
Challenge
60 seconds non-stop
Get in couples, you have one minute to discuss a question for today. get creative, questions that are difficult for you or that you think that you need more vocabulary.

1.
2.
3.
Linking words:
If I remember correctly.
To be more precise.
As a matter of fact.
I am afraid that.
Now seriously.
All joking aside.
Well then.
In the end
Lets practice the following vocabulary, provide examples by creating a sentence.
Becoming
Expert
Lets review the following vocabulary, your coach will give you examples and how to use it.
Is there a price range you would like to stay within?
I can offer you a discount if you place the order right now with me
Delivery address
Confirmation Number
Promotion code
Billing address
CVV2
Expiration date
Computer Skills
Browser
Key word
Search engine
Address bar
Bookmark
Domain
Pirate
Router
Conversation
TIME
Answer the following questions and then share your answers with the class
What are the most common search engines? And which one do you use the most? Why?
Nowadays do you think is easy accessing any kind of information online?
Have you ever downloaded music or a movie from the internet for free?
What would you do if you had to pay for all the stuff that you downloaded for free from the internet?
GRAMMAR
REVIEW
Form:
{subject+have/has+past participle}
I have heard
You have heard
He
has
heard
She
has
heard
It
has
heard
We have heard
They have heard
I have not heard
You have not heard
He
has
not heard
She
has
not heard
It
has
not heard
We have not heard
They have not heard
Have I heard?
Have you heard?
Has
he heard?
Has
she heard?
Has
it heard?
Have we heard?
Have they heard?
Positive
Negative
Questions
Contraction: I've heard. I haven't heard
Your coach will explain to you the grammar chart. Pay attention.
Present Perfect
Email
Taking
1. My email is:
a. Kevinjohnson70@yahoo.com
b. johnsonKevin@yahoo.com
c. johnsonKevin@gmail.com
d. juarezKevin@yahoo.com

2. I want the bill to be sent to:
a. HillaryDuff@kickstart.com
b. HillaryDuff75@gmail.com
c. HillaryDuck@kickstart.com
d.HillaryDuff19@yahoo.com

3. Yes the email of the university is:
a. NYU1970@yahoo.com
b. NYU@gmail.uk
c. NYUniversity@education.sv
d. NYU@education.eu



4. My main account is:
a. kevinhart88@gmail.com
b. kev_hart68@yahoo.com
c. kevin_hart78@gmail.com
d. kristian_hart78@rock.com

5. His email is:
a. darkbladder86@yahoo.es
b. darthvader86@yahoo.es
c. darthvader1996@gmail.com
d. danceandtaker6@yahoo.sv
manage a natural conversation
without sounding scripted
know how
to use Idioms
answers questions
with elaborated answers

speak for 1
minute mixing tenses
be able to use
passive voice
be Able to use
perfect tenses
Advanced
Blue
Pay attention and write down the following emails. choose the correct answer on each question, based on what you listen.
be able to use
conditionals
VOCABULARY
PUSH
Review the following vocabulary for the calls tomorrow !
Monthly
Rate
Postpaid /
Prepaid
Signal /
Coverage
Extra
Features
Master
Reset
Insurance
High end
phones
CDMA/GSM
COACH
Listen to your coach and take
notes!

CALL-SET
1
EXAMPLE
CALL-SET
2
Cellphone
service
Coach: Choose the students randomly.
They will come to the front one by one.

Students: Be ready to take notes, respect
your classmate and you`ll give feedback
to your partner after the call!
Coach: Choose the students randomly.
They will come to the front one by one.

Students: Be ready to take notes, respect
your classmate and you`ll give feedback
to your partner after the call!
Choose a couple and practice the following call, use the vocabulary on the previous slide, and remember to follow the flow, Make up a name,address,Phone number,Credit card,conf #
You bought a Cellphone online, it was supposed to be delivered 2 weeks ago, call Customer service. Remember you are very upset.
Get into
the floor
Follow the flow
Greeting
Verification
process
Probing
Questions
Engagement
Rapport
Provide
information
Offer solution
Offer additional
assistance
Closing
GRAMMAR
REVIEW
Form:
{subject+had+past participle}
I had eaten
You had eaten
He had eaten
She had eaten
It had eaten
We had eaten
They had eaten
I had not eaten
You had not eaten
He had not eaten
She had not eaten
It had not eaten
We had not eaten
They had not eaten
Had I eaten?
Had you eaten?
Had he eaten?
Had she eaten?
Had it eaten?
Had we eaten?
Had they eaten?
Positive
Negative
Questions
Your coach will explain to you the grammar chart. Pay attention.
PAST Perfect
Individual
Reading
You must watch this Video!
EXPOSITION
choose a paragraph from your favorite book, practice pronunciation and get ready to read it in front of your classmates (at least 90 seconds). prepare a set of 3 questions about the paragraph to ask to your classmates.
Evaluation time! Get ready for the following activity on
your Next Class.
Send your paragraph to your coach, your coach will correct it and give it back to you.
Let's practice the following scenarios and get pro in customer service! Practice at home this phrases!
Customer Service
Talk
How do you address a customer's problem?
How do you do a good close for an issue that you didn't solve?
Useful phrases
I totally understand your issue....
I apologize for the inconvenience....
I am truly sorry...
CALL CENTER
ROLE PLAY
Follow the flow
Apologize
Listen to the customer
Offer a solution
Close
Choose a couple, get back to back and practice the following call! One is the customer and the other one is the agent after that you have to change roles!
A. Agent: You can be
- Polite
- Fast
- Solver
B. Customer: You can be
- Happy
- Pushy/Demanding
- Mad
You create the scenario!
Full transcript