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WEEKEND A2W2D3

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English4callcenters .com

on 27 September 2018

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Transcript of WEEKEND A2W2D3

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
TOPIC
TEAM
DEBATING
Make groups of four and discuss
the following topic. Be ready to
expose your ideas and posture!
Customer Service Skills
Recovery
TIME
Discipline check
S1
S2
COMPETITION
What is better? Over the phone customer service, in person customer service or chat customer service?
manage a natural
conversation without
sounding scripted
Speak for
1 minute
12 sentences
answer
job interview
question
with details
speak mixing
tenses
naturally
Be able to use conditionals
be Able to
use perfect
tenses
Advanced
yellow
VOCABULARY
PUSH
Insurance
Death benefit
Exclusions/Limitations
Assets
Coverage
Beneficiary
Deductible
Extensions
Policies
Master the following vocabulary and give your own examples.
COACH
Listen to your coach and take notes!

CALL-SET
1
EXAMPLE
CALL-SET
2
INSURANCE
Coach: Choose the students randomly.
They will come to the front one by one.

Students: Be ready to take notes, respect your classmate and you'll give feedback to your partner after the call!
Coach: Choose the students randomly.
They will come to the front one by one.

Students: Be ready to take notes, respect your classmate and you'll give feedback to your partner after the call!
DOUBTS
REVIEW
Ask as many questions as possible, 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?
Sell
Couples
Prepare your creativity and show your selling skills This exposition is for Next weekend!
* Use the following vocabulary when selling:
- Get It Now! -It's a great deal -50% off -Brand new -Be the First -Limited Time Offer -A deal just for you -A tailor-made offer

*decide what to sell and Prepare with your couple Visual material so you can convince the buyers.
*Get ready to interact with the audience remember that you are selling an item, so interaction is very important.

*Provide detailed information: Price,discounts,amount,specifications,why do you need it?,what does it do?
EXPOSITION
You must watch this video
HEARING
EXPERT
Listen twice to the following conversation, pay close attention and write down any useful information.
What's the agent's name?
What's the name of the insurance company?
What is the claim number?
What is the reason of the claim?
When is the appointment scheduled for?
Why does she need to reschedule the appointment?
How many days in advance do they need to cancel it to avoid any fees?
How much is the cancellation fee?

First Conditional
GRAMMAR
Review
Your coach will explain to you the grammar chart. Then stand up and give your own examples!
When do we use it:
this type of conditional is used for actions that depend on another action.
If I call her, she will come.
If I don't call her, she will not come.
Will she come if I call her?
Positive:
Negative:
Question:
If she drives while texting, she will crash!
WHAT'S THE NAME
Listen to the audio and write down the correct answer.
ON THE CARD?
1. What is the card holder's last name? What are the last four digits of the card?

2. What is the card holder's name? What are the first four numbers of the card?

3. What is the first and last name on the card? What is the card number?

4. What is his name? What is his card number?

5. What is her full name? What are the first four digits of her card?

Review stars/goal/melody and give your best!
You are advanced, combine tenses and use the
linking words!
FLUENCY
Challenge
60 seconds non-stop
Stand up, choose a couple and practice the following questions. remember call center interviewers like asking retelling questions.

1. Tell me about your favorite book.
2. Tell me about the person you admire the most.
3. tell me about your biggest achievement.
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.
BECOMING AN
EXPERT
I appreciate your time
May you please provide...?
I will be glad to help you
Sure, may I place you on hold for a moment?
Review the following phrases. Then choose a couple an simulate a call center role play.
?
?
Call flow
?
?
A:
A:
C:
A:
C:
C:
C: customer
A: agent
C:
Conversation
Time
Choose a couple and choose two questions,
answer it as if it was a role play in front of the class!
Have you ever had a good or bad experience when dealing with customer service? share it with the class.

Do you think that even if having a great product, a bad customer service could destroy your business?

what are the main factors that you consider important for good and bad customer service? give at least 3 examples.
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.
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
Full transcript