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I'm sorry vs I apologize

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English4callcenters .com

on 25 September 2015

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Transcript of I'm sorry vs I apologize

Pair up and answer the questions below. Then, your coach will select some students to go to the front
Warm Up
Recap
Reading Time....
What would you do if...
Mental Training
Practice your mental training with your coach and repeat with confidence
"My grammar is excellent"
"I am very confident"
"I learn from my mistakes"
Watch video # 16
Fluency diet review
Describe what sales is in your own words?

What are your goals?

Mention 2 strengths and 2 weaknesses you have
30 seconds non-stop
Grammar Review
Your coach will explain to you the grammar chart. Pay attention
Grammar Review
Your coach will explain to you the grammar chart. Pay attention
I am sorry vs I apologize
By the end of this lesson you will be able to
Learn the difference between "I am sorry" and " I apologize"

How to apologize to a customer

How to properly apply empathy
Pair up and answer the questions below. Then share your answer with the class
What is the difference between "I apologize" and "I am sorry"?

Describe what empathy is in your own words

Have you ever apologized? why?
Video Technique
Watch the following video and answer the questions below
Why was Ross upset at Joey?

In your opinion, Who do you think was right? Joey? or Ross?

Describe the last time you had a discussion with a friend
Role Play
Pair up, practice the following role plays and act it out
A
. You are customer and you call to book a hotel reservation because you are getting married.

B.
You are a CSR, pick up the phone
A. Your best friend forgot your birthday and you feel sad and betrayed, go talk to your friend.

B. You listen to your friend, what would you say to him/her?
Read the following information and provide your own examples
Apologizing
If the focus is on the customer, greetings and statements should be friendly, but direct. They should not sound insincere.

Secondly, if the focus should be on service. You have to say sorry for keeping a customer waiting, it should be because the delay was unexpected. It should be a rarity. It should be unusual
Examples:


"I understand your concern"

"I apologize for the inconvenience"

" I do apologize"

"Please accept my apologizes on behalf of the company"
Empathy
To show empathy make sure you use statements that let customer know that you do understand and care about what he is feeling that way, in other words, that you are putting yourself on the customer shoes
Examples:

"I'm sorry for your loss"

"Please accept my condolences"

"Congratulations on your wedding"

"Nice to hear that"

"That´s very nice of you"

"I´m glad to hear that"
Check the following scenarios and tell us what would you would do
Your coach will select 1 or 2 students to go to the front and they will do a recap
A customer calls in and tells you he is finally getting vacations after 2 years

A customer calls and tells you her Mom just passed away, what would you say?

A customer calls and tells you he lost her credit card and she doesn't have money to eat

A customer calls angry because her electricity was cut off yesterday and she already paid her bill
Use the statements we checked on the previous slide
Debate Time
Your coach will split the class in 2 groups and you will debate your ideas
Is it better to apologize or ask for permission?
Describe in your own words what you did since you walked into E4CC until now
Role play 1
Role play 2
Full transcript