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2018 A1W4D3

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English4callcenters .com

on 29 August 2018

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Transcript of 2018 A1W4D3

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:
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
The odds are the chances that something will happen.
What are the
odds
that you will find a one-hundred-dollar bill when you walk out of this place?
VERBAL AFFIRMATIONS
WRITTEN AFFIRMATIONS
VISUALIZATION
MOTIVATIONAL VIDEO
MENTALITY
DISCIPLINE
INTERVIEW: 5 minutes speaking English 0 mistakes
Perfect Tenses - Comparatives & Superlatives
Modals - Conditionals - Call Center Skills
CLASS: 45 seconds 0 mistakes
RECOVERY
time!
INTERVIEW
QUESTIONS
Your coach will show you how to answer some interview questions. Get in couples and get ready to come to the front. Coach: Quality check after this.
ANALYZE &
RESOLVE
Coach: have students stand up and make groups, then analyze the scenario and the group with the best solution wins. Students have 5 minutes to discuss and have a solution.
You are on the phone and the customer calls in just to ask how to change the WIFI password. The customer is paranoid that a neighbor has cracked his network. As per account notes, you have noticed that the customer has called 7 times for the same reason. How would you avoid the customer from calling ever again for the same request.

How would you solve this issue?
How do you think this affects the company overall?
ORDER &
Listen to the audio and write down what it says.
ADDRESS
1) What was Mr. Clark first name and where does he live?
2) What was his wife´s name and where does she live?
3) Fill in the blanks:

A) David _____ - 8__ ___ West Street Paul _____ Greenville, ____ 27___
B) ______ Evans - __3 ______ Road ______, New _____ 0___1
C) ______ _____ - ___ ____ _____ ______, ____ ____ 19335
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
USEFUL PHRASES
According to our
records
, your billing
cycle
starts on __________.
It goes from ________ to __________ of each month.
Your
rate plan
includes __________ minutes, ___________ text messages and _______________ GB of data.
Also, your bill
shows
__________________(list every charge under other fees)

We received a payment of ____________ which covered your previous bill.

That's a total of ______________________ taxes included.

TO OPEN BILL GO
TO THE NEXT PREZI
- Very likely
- Very unlikely
DISCIPLINE
TRACK
Homework for tomorrow:
- Revise past vocabulary
- 10 new verbs or new vocabulary
- 10 recorded repetitions
COACH, TRACK TRAINEE'S HOMEWORK
Full transcript