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Adv1Week3Day1

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English4callcenters .com

on 6 April 2018

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Transcript of Adv1Week3Day1

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
SITUATION
ANALYSIS
With the information given, discuss the following questions,
be ready to share them to the rest of the class!
NUMBER
Listen to the following audio and write down the information.
Review stars/goals/melody and do your best!
You are advanced, combine tenses and use the
linking words!
FLUENCY
CHALLENGE
60 seconds non-stop
TOPIC
Get in couples and answer the following question.
Becoming
Expert
CUSTOMER SERVICE
IT
Recovery
TIME
GRAMMAR
IN LIFE
Form:
{subject+had+past participle}
I had worked in other places before!
My mother...
I had not done
You had not done
He had not done
She had not done
It had not done
We had not done
They had not done
Positive
Negative
Questions
Give REAL examples of this tense!
PAST Perfect
GRAMMAR
IN LIFE
Your coach will explain to you the grammar chart. Pay attention.
Form:
[Subject + had + been + present participle]
Past Perfect Progressive
What went well in the interview?

What could have been done better in the interview?

Do you think James did well in the interview with the floor manager?

What is missing for James to have a great interview?

How would you dress for an interview?

Something
Sell
Make groups of four and create a plan to sell a product to the rest of the class!
1. What was the phone number?

2. What phone number was the payment going to?

3. (***) 329-4404. What was the area code?

4. What were the last 4 numbers for (878) 306-****?

5. What was the phone number? (***) - ***- ****

manage a
natural
conversation
in any tense
Advanced
Green
Speak for
1 minute
12 sentences
answer
job interview
questions
with details
speak
mixing tenses
in a natural
way
identify a
passive voice
be Able to
use perfect
tenses
Great energy
and
pronunciation when speaking
Retelling
Technique
Watch the following video, get in couples and discuss about the 5 Essentials For Creating A Differentiated Customer Experience. Then, the coach will select some of you to retell the video.
A dog
A hotel room
A house
A bed
Why should I hire you?
Useful phrases
I am qualified for this job because...
I want to work here because...
I had not rejected an offer before!
You...
Had you seen that in another place?
Had...
I had been working there for years.
He...
Positive
Negative
Questions
I had not been studying English.
You...
Had you been seeing the pronunciation videos?
Had...
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.
Trainees: While the coach checks your classmate´s homework practice the words with the person next to you!


REMEMBER THE KEY OF FLUENCY IS:
REPEAT
REPEAT
REPEAT
,
DISCIPLINE,
DISCIPLINE
, DISCIPLINE
Indicates a continuous action that was completed at some point in the past. This tense is formed with the modal "HAD" plus "BEEN," plus the present participle of the verb (with an -ing ending).
Indicates that an action was completed at some point in the past before something else happened. This tense is formed with the past tense form of "to have" (HAD) plus the past participle of the verb (which can be either regular or irregular in form)
PRESENTATION TIME
About Ryan Higa
Commit random acts of kindness
Be proactive.
Offer a plus one
Show your gratitude.

Put yourself in the customers' shoes

What springs to your mind when you hear the words customer service?

How would you describe the quality of customer service in your country?

What are some tips for providing good customer service?

Does a higher customer satisfaction influence sales?

What do you imagine it's like to work in a busy customer help center?

What words would you use to tell somebody that you thought their complaint was not valid?
Full transcript