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Dealing with different type of customers IA1W1D1

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English4callcenters .com

on 17 September 2015

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Transcript of Dealing with different type of customers IA1W1D1

Customer service
4 steps to SOLVE A CUSTOMER SERVICE ISSUE - PROCESS
Tips to deal with pushy customers
Be firm –not defensive or overly apologetic- and polite. This gives the signal that you are sympathetic, but will not change your mind if pressured
If you decide to tell the person you’ll get back to them, be matter-of-fact and not too promising. If you lead people to believe you’ll likely say “yes” later, they’ll be more disappointed with a later "no"
Ask for clarification if there are something that you do not understand
If you begin by answering a question he didn't ask, the anger will only intensify
Make sure you know what it is happened and perhaps what he wants done about it before you begin

Job interview questions related to customer service
Customer service vocabulary
AVAILABLE
COMPLAIN
REFUND
DISCOUNT
ISSUE
POLICIES
TRACK
GUIDELINES

By the end of this lesson you will be able to:
Understand what is customer service
Answer job interview questions related to customer service
Share your comments or experience.

Grammar Review
Mental Training
Practice your mental training with your coach and repeat with confidence
Watch video #5
Pronunciation rules for ED endings
Yesterday I was so busy at the office, I worked hard with my team. We developed a new advertising plan. Our meeting lasted about two hours. I remembered an advertising plan that worked five years ago, and I suggested to try that again. We needed to get the manager's approval. We called him on the office phone. He admitted that the idea seemed good, but he believed we should lower the budget. We reported our numbers to him and talked about the budget for a long time. Finally, he decided to give us the money we wanted.

Now read this story
Practice time
On my way home, I stopped at the mall. I had promised my daughter a new MP3 player for her birthday. At the electronics store, I played songs and listened for quality sound. I decided to buy one at a medium price.

When I got home, the kitchen was a mess. We have agreed to clean up after we use or do something, so I asked around to find out who had cooked last. That person turned out to be my son. While he washed the dishes, I sat at the kitchen table and talked to him about his school work. Last year, he tested into an advanced program, and I wanted to see how he was doing. He seemed happy with it. He started telling me about his classes and what he learned that day.
“I can do it “
“Mistakes are good”
“I speak with energy”

Your coach will explain to you the grammar chart. Pay attention
Your coach will explain to you the ED pronunciation. Pay attention
Your coach will explain to you the ED pronunciation. Pay attention
Warm up
Pair up and answer the question below. Then share your answers with the class
Fluency diet review
Tell me about yourself.

What did you do yesterday?

What are your plans for tonight?
Your coach will select some students to read the following text
Customer service is about helping customers in anything they need... It could be questions about products, issues or doubts.
What is customer service in your own words?
Have you ever received bad customer service?
Your coach will explain the vocabulary. Pay attention and make sentences including the words
Your coach will show you how to do this process using the steps below, then you do it with a partner.
1- Apologize for the inconvenience
2- Offer a solution
3- Verify if customer is OK
4- Finish the call
Role play
Make couples and practice the following role plays.Then do it in front of the class
Scenario A:
Pizza arrived one hour late.

Scenario B:
Order never got delivered.

Scenario C:
You don't have internet on your mobile.

Scenario D:
You are angry because you are crazy.
Your coach will show you how to answer the following questions. Then, you will practice with a friend
What would you do if a customer is angry?

How do you handle stress and pressure?

Explain, How would you solve and issue in a call

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
Pair up, practice the questions below and then coach will ask for volunteers to go to the front.
Pair up and answer the questions below. Then, your coach will select some students to go to the front
Pronunciation rules for ED endings
Pronunciation rules for regular verbs in past
Your coach will explain to you the ED pronunciation. Pay attention
Full transcript