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Call Center Knowledge #1
15min
Vocabulary / Benefits & Perks
Practice the question with 1 classmate, 1 minute each, 2 students go to the front
What did you learn?
10min
''Thank you for calling ..... my name is..... , how can I help you?''
''Let me help you with that / Let me assist you with that''
''Let me inform you that.... I can offer you ..... I can recommend....''
''Anything else I can help you with...Something else I can do for you... Anything else you need?''
''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?
10min
Practice the question with 1 classmate, ask 1 students for his answer
What's your opinion about the quote?
15 min
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
15min
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
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.
10min
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
How do you handle an angry customer?
practice 1 minute each with a classmate, 2 students go to the front