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NEW A3W1D5

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English4callcenters .com

on 9 March 2017

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Transcript of NEW A3W1D5

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
CUSTOMER SERVICE
TALK
VOCABULARY &
PRONUNCIATION
WATCH &
Watch the video, practice your
active listening:
hear and write down at the
same time
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
Review the vocabulary.
New
Vocabulary
?
?
Conversation
Time
Answer the following questions and
then share your answers with the class
Service talk
Customer

?
?
What is your fav
LEARN
Recovery
TIME
Discipline check
S1
S2
COMPETITION
JOB HUNT
MIXED
Common Job Interview Questions:
JOB HUNT
ROUND 2... GO!
Common Job Interview Questions:
Have you ever had a bad experience with a coworker or boss?
If you have not had one, make it up!

Is the customer always right?

In groups make up a situation in which the customer is not right!
achiever

qualify

Rejected

interviewer

Sociable
1. Describe your career goals.
2. Describe your work style.
3. Do you prefer to work alone or on a team?
4. Give some examples of teamwork.
5. Are you the best person for this job? Why?
6. Are you overqualified for this job?
7. Describe a difficult experience at work and how you handled it.
8. Describe your best boss and your worst boss.

1. Describe your career goals.
2. Describe your work style.
3. Are you an emotional person?
4.
5. Are you the best person for this job? Why?
6. Are you overqualified for this job?
7. Describe a difficult experience at work and how you handled it.
8. Describe your best boss and your worst boss.

What are your expectations of working in a Call Center?
Skillful
Patience
Let´s get in couples and practice the following phone call, you have 5 minutes and then change couples. Follow the call flow
You received a new Blu-ray and is not working call tech support to get it replaced.
Get into
the floor
Follow the flow
Greeting
Verification
process
Probing
Questions
Engagement
Rapport
Provide
information
Offer solution
Offer additional
assistance
Closing
Stand up and answer the following questions with different people around the classroom!
Get in couples and answer the following questions, then practice the vocabulary.
Discipline check
S1
S2
COMPETITION
Your Life
Change
Mentality &
Discipline
What you Believe is your Reality, One requirement is to have a success mentality which we reach through techniques that successful people have used to accomplish great results.
"Do what you have to do when you have to do it, whether you want or not" Learning English is like going to the gym, If you follow your diet and your coach's feedback you achieve your goals faster.
Mentality:
Discipline:
Improve our student's life quality, by teaching them how to get fluency and confidence in English, Using our powerful system "English with Mentality and discipline" for them to achieve all their goals and dreams in the shortest time possible according to their individual effort.
Mission:
We are the best teaching English worldwide with mentality and discipline, being at the forefront of innovation and technology.
Vision:
Couples
Debate
Choose a couple and get ready to prepare your exposition for Adv. 3 Week 2 Day 1.
Instructions:
- Your coach will set the couples to prepare the debates.
- Choose a topic to have a debate, the topic needs to be approved by your coach.
- Prepare your debate by researching statistics, and prepare a good argument to
defend your point of view.
-You can bring visual support to show your research.
Suggested Topics:
-Drinking Age
-Animal Testing
-Gay Marriage
-Legalize Weed
-Video Games
-Cars Vs motorcycles
-Single Sex Schools
-Social networks
-Prostitution
-Men Vs Women
EXPOSITION
You must watch this video
CUSTOMER
SERVICE TALK
What is customer service?
How would you handle an angry customer?
Bill/statement
Resolve
Apologize
Agree
Confirmation number
Practice the following vocabulary and then
answer the question!
Vocabulary:
Vocabulary:
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,
you have to change roles!
A. Agent: You can be
- Polite
Fast
- Solver
B. Customer: You can be
- Polite
- Rude
- Anxious
You create the scenario!
How is your life going to change when you get the job?
Benefits
Bonus
Word:
Sentence:
Ex:

Ex:

Ex:

Ex:

Ex:
Your coach will explain the importance of the
following words, then come to the front and
write down your examples!
THIS ACTIVITY IS NOT FOR TODAY!
Coach! Split the class in two groups, interviewers and job hunters. The job hunter has to look for an interviewer, answer the question and then look for another one, each interviewer has to give a grade from 1 to 10 to each job hunter and tell him what he needs to get a better score and get the job. After the feedback is given he has to go with another interviewer. Give at least 5 minutes per question and then choose someone to come to the front and practice the question of that time lapse.
Full transcript