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2018 A1W3D4

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by

English4callcenters .com

on 31 October 2018

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Transcript of 2018 A1W3D4

DISCIPLINE
CHECK

Get your homework ready. Come to the front and write one new word. Then, get in couples and practice yesterday's question.
NEW
VOCABULARY
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QUESTION:
45 seconds 0 Mistakes
Get in couples. And, practice the following warm-up. Then, you will have 30 seconds to impress. Coach, review the
STARS
and
SET THE TONE.
WARM UP
SKYPE
CALLS
DISCIPLINE
TRACK
Homework for tomorrow:
- Revise past vocabulary
- 10 new verbs or new vocabulary
- 10 recorded repetitions
COACH, TRACK TRAINEE'S HOMEWORK
What causes
anger
?
Is
anger
ever a bad thing? If so, when? Why?
PREPAID &
POSTPAID
QUICKLY REVIEW THE VOCABULARY. YOUR COACH WILL RANDOMLY ASK TRAINEES FOR A MEANING.
BILLING
1. Invoice
2. paperless
3. Self-serve
account
4. billing cycle
5. billing date
6. due date
7.
8.
9.
10.

rate plan
add-ons .1
top up .2
roaming .3
Airtime minutes .4
usage .5
data .6
.7
.8
.9
.10


Have you ever ported a number?
if you had to port yours, which company would you choose?
PRACTICE FOR TOMORROW'S SKYPE CALLS. ONE PERSON IS THE AGENT AND THE OTHER THE REPRESENTATIVE.
BILL
BREAKDOWN
GREETING - APOLOGIZE - EMPATHIZE AND OFFER A BILL EXPLANATION
According to our
records
, it seems that there is a $ ______ charge on your bill for premium sms (explain what it is).

Ask
probing questions
,
Do you recall playing on any trivia, puzzle, or having received any type of paid subscription like the horoscope or news? (If the customer doesn't recall doing it, then offer a
credit onto the bill
and educate them if they receive any of those messages they shouldn't reply otherwise they would be charged)
Premium messaging
(also referred to as Premium SMS) is text messaging that incurs a surcharge. Premium messages often come in the form of voting services, donations, subscriptions, and more.
EXPLAINING
A BILL
Explain to the customer why a $9.99 charge is reflected on the bill.
Ask probing questions
to determine whether the charge is valid or not. If this charge is not valid, then credit the amount and educate the customer on how to avoid this. Your coach will explain how this works.
- Confirm the credit back - provide the new balance - ask for further help and close the call -
Full transcript