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Transcript

Call Center Knowledge #1

15min

CALL CENTER INFO

Vocabulary / Benefits & Perks

  • Floor
  • Feedback
  • Customer
  • Customer service agent
  • Inbound call
  • Outbound call
  • Product Warranty
  • Pre-authorized payments
  • Performance Bonus
  • Maternity & Paternity Leave
  • Paid vacations
  • Job Training
  • Growing opportunities
  • Full time employment
  • The best work environment
  • Attractive salary

Practice the question with 1 classmate, 1 minute each, 2 students go to the front

What did you learn?

CALL FLOW

10min

5 steps call

After this class you will learn:

  • -Call center vocabulary
  • -Practice some calls role plays
  • -Basic call center information
  • Opening script

''Thank you for calling ..... my name is..... , how can I help you?''

  • Show willingness to help

''Let me help you with that / Let me assist you with that''

  • Provide a solution

''Let me inform you that.... I can offer you ..... I can recommend....''

  • Offer assistance

''Anything else I can help you with...Something else I can do for you... Anything else you need?''

  • Closing script

''Thanks for calling..... Have an amazing day...''

Practice the question with 1 classmate, 1 minute each, 2 students go to the front

WHAT ARE THE 5 STEPS CALL?

YOUR OWN PURPOSE

10min

FIRST COACH MOTIVATES STUDENTS BASED ON WHAT HE THINKS ABOUT THE QUOTE

Practice the question with 1 classmate, ask 1 students for his answer

What's your opinion about the quote?

15 min

EXPOSITION TIME

Sell a package to a group of customers, you can offer any of the 2 pictures.

!HELP VOCABULARY!

-Sweet and Comfy Place

-Equipped kitchen

-Dining area

-Great deal

-Lovely accommodation

-Cabin

-Bonfire

2 minutes to team up and practice with a classmate, 2 teams act it out in front of the class. 2 minutes per team.

STUDENTS MUST ASK QUESTIONS ABOUT IT

15min

INTERVIEW TIPS

15min

COMPREHENSION

Cancellation / Changes policy

All hotel room reservations have a 48-hour

cancellation or changes policy. Any changes on packages or cancellation

to your reservation must be done 48 hours prior to

your arrival date. If you do it after those 48 hours there will be a penalty fee of 30$. If you call us before 48 hours you can cancel or make a change without any fee

WHAT DID YOU LEARN?

PUT IT IN PRACTICE

Practice the question with 1 classmate, ask 2 students for their answers

WHAT DID YOU UNDERSTAND?

Practice the question with 1 classmate, 1 minute each.

2 students go to the front per question.

15min

Let's practice

What caught your attention from us?

Well, it's a great privilege for anyone to work in a reputed company like yours. When I read about your company I found out you offer some benefits, such as...

Talk a little bit about you

Try a concise, enthusiastic response that summarizes your big-picture fitting in the company. Recruiter doesn't want to know your name, age or where you live. He wants to get to know you.

If you were an animal, which one would that be?

Just be creative for your answer!!!

Practice each question with 1 classmate, 1 minute each. 2 students go to the front per question.

!! REMEMBER THE RECRUITER WILL ASK MORE QUESTIONS BASED ON WHAT YOU ANSWER!!

10min

ROLE PLAY

Student A

Customer is calling because he wants to make a change for his reservation, he wants a double bed not a single bed. He is calling 1 day before his reservation

Student B

You will explain the customer he needed to calls us 48 hours prior the reservation to process the change.

2 minutes to practice with a classmate, 2 teams act it out in front of the class

10min

Random call center question

How do you handle an angry customer?

  • Keep calm / Don't take it personal
  • Hear the customer out and empathize with them
  • Demonstrate you want to help
  • Offer options, mention what you can and can’t to about their situation
  • Provide a solution

practice 1 minute each with a classmate, 2 students go to the front

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