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WEEKEND A1W4D7

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English4callcenters .com

on 27 September 2018

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Transcript of WEEKEND A1W4D7

GRAMMAR
REVIEW
Form:
{subject+have/has+past participle}
I have eaten
You have eaten
He
has
eaten
She
has
eaten
It
has
eaten
We have eaten
They have eaten
I have not eaten
You have not eaten
He
has
not eaten
She
has
not eaten
It
has
not eaten
We have not eaten
They have not eaten
Have I eaten?
Have you eaten?
Has
he eaten?
Has
she eaten?
Has
it eaten?
Have we eaten?
Have they eaten?
Positive
Negative
Questions
Contraction: I've eaten. I haven't eaten
Your coach will explain to you the grammar chart. Pay attention.
Present Perfect
GRAMMAR
REVIEW
Your coach will explain to you the grammar chart. Pay attention.
Form:
[Subject+ Have/has + been + present participle]
I have been eating
You have been eating
He has been eating
She has been eating
It has been eating
They have been eating
We have been eating
I have not been eating
You have not been eating
He has not been eating
she has not been eating
It has not been eating
They have not been eating
We have not been eating
Have I been eating?
Have you been eating?
Has he been eating?
Has she been eating?
Has it been eating?
Have they been eating?
Have we been eating?
Positive
Negative
Question
Present Perfect Progressive
HEARING
EXPERT
ROGER
Hear the audio and write down what it says.
Wh questions
What...?
Where...?
When...?
Who...?
Which...?
Why...?
Who...with...?
How...?
How long...?
How many...?
How much...?
How often...?
Review stars/goal/melody and have all students practice the repetitions
AUTOMATIC
Fluency
?
Linking words:


60 seconds non-stop
Get in couples, you have one minute to discuss a question for today using the tense learned.

1.
2.
3.
TOPIC
Make groups. Choose a character, a scenario and act it out!
IMPERSONATING
TEAM
VOCABULARY
PUSH
Answer the following questions and then share your answers with the class.
TOPICS
DEBATE

Grammar
Review
Your coach will explain to you the grammar chart. Pay attention.
Perfect tenses
?
Recovery
TIME
Getting
STARTED
Discipline check
S1
S2
COMPETITION
REMEMBER! study the vocabulary for tomorrow calls!
THAT
Make groups and analyze the following topic, then discuss it with the other groups.
Talk about a bad customer service experience you had.
Form:
{subject+have/has+past participle}
I have eaten
You have eaten
He
has
eaten
She
has
eaten
It
has
eaten
We have eaten
They have eaten
I have not eaten
You have not eaten
He
has
not eaten
She
has
not eaten
It
has
not eaten
We have not eaten
They have not eaten
Have I eaten?
Have you eaten?
Has
he eaten?
Has
she eaten?
Has
it eaten?
Have we eaten?
Have they eaten?
Positive
Negative
Questions
Contraction: I've eaten. I haven't eaten
Form:
[Subject+Have/has + been + present participle]
I have been feeling
You have been feeling
He has been feeling
She has been feeling
It has been feeling
They have been feeling
We have been feeling
I have not been feeling
You have not been feeling
He has not been feeling
she has not been feeling
It has not been feeling
They have not been feeling
We have not been feeling
Have I been feeling?
Have you been feeling?
Has he been feeling?
Has she been feeling?
Has it been feeling?
Have they been feeling?
Have we been feeling?
Positive
Negative
Question
Present Perfect Progressive
Present Perfect
A.
You go to Tigo to pick up your phone because it was just repaired. The phone is not ready ask for a manager

B.
You work at Tigo, tell your customer the phone is not ready and call your manager.

C.
You are a manager, give an explanation to the customer and a compensation for the inconvenience.

Which LOB (line of business) do you think is the best in a company?
Group 1:
Sales
Group 2:
Customer Service
Group 3:
Tech Support
DOUBTS
REVIEW
Ask as many questions as you can, this section was created to clarify every doubt that you have
Coach how do you say "he estado trabajando para darte una mejor vida.. "
Coach when can I use the modal ought to?
Coach where can I improve my vocabulary?
Insurance
Policy
Drop-off
Weekly
Rate
Mileage limit
Damages
Policy
Interstate trips
No-show fee
Leave it off
Clinton & Manny
1. What is Clinton's main problem?
2. What is the first thing that Manny did to help Clinton?
3. What did Clinton have to look up to locate the store?
4. What was going to happen if he went out during the storm?
5. Why couldn't Clinton call the store?
6. Who will pick up Clinton? What kind of the service did he need?
7. What is Clinton going to do as a "reward" for Manny?
8. Did Manny solve the situation? What could Manny have done better?
1. What kind of cake does he want for the birthday?

2. What does he want to reserve?

3. What does he want in his hamburger?

4. How much per extra gigabyte?

5. How many pizzas did he order? Which ingredients did he request?

Listen to the following conversation, at least twice. Write down everything that you hear and answer the following questions!
Pair up and practice the following question.
Review stars/goal/melody and give your best!
You are advanced, combine tenses and use the
linking words!
FLUENCY
Challenge
60 seconds non-stop
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
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 for.

TOPIC
Medicine
COACH
Hear your coach and take
notes!

CALL-SET
1
EXAMPLE
CALL-SET
2
Call Center
Role Play
Evaluation time! Get ready for the following exposition on
Your Next Class
.
Get in couples and prepare a role play based in a call center scenario, one student will be an agent and the other student will be a customer, the role play needs to have the following information:
1) Greeting
2) Asking for personal information (Name, SSN, date of birth, address, email)
3) explaining the problem
4) Apologizing
5) Offering a solution
6) Closing the call
You must watch this video
Review the vocabulary for this new topic.
BECOMING
EXPERT
Disease
Medicine
Nurse
Surgeon
Antibiotics
Blood pressure
Bruise
Illness
Diagnosis
Swollen
CONVERSATION
TIME
Answer the following questions and
then share your answers with the class!
do you have a good health system in your country?
what are the advantages and disadvantages of a private hospital?
share or make up your last experience at a hospital.
do you think the employees in a national hospital need to have good salary?
Coach: randomly select student by student to pass.

Students: be ready to take notes, respect your classmate and
then give feedback to your partner after the call!
Coach: randomly select student by student to pass.

Students: be ready to take notes, respect your classmate and
then give feedback to your partner after the call!
DISCIPLINE CHECK
Coach: check one by one each of the trainees' homework. Choose one of the words, its meaning and ask for a sentence with that word with the tense of the week.
REMEMBER THE KEY OF FLUENCY IS:
REPEAT
REPEAT
REPEAT
,
DISCIPLINE,
DISCIPLINE
, DISCIPLINE
Full transcript