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2018 A1W3D1

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English4callcenters .com

on 31 October 2018

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Transcript of 2018 A1W3D1

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
What is your life "quote"? Share it with the class and explain how it has helped you throughout your life!
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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-
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-
-
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QUESTION:
INTERVIEW: 5 minutes speaking English 0 mistakes
Perfect Tenses - Comparatives & Superlatives
Modals - Conditionals - Call Center Skills
CLASS: 45 seconds 0 mistakes
PERSONALITIES
ADJECTIVES
- Stubborn
- Naive
- Reckless
- Obstinate
- Hot- headed
Describe your personality?
I am incredibly goal oriented....
USEFUL EXPRESSIONS
Firstly
Secondly
On the one hand
On the other hand
EXPRESSIONS TO ADD IDEAS
NOT ONLY, BUT ALSO
ON TOP OF THAT

Get in couples and decide which personalities describes you best!
ADVERBS
- Incredibly
- Slightly
- Badly
- Amazingly
- Hardly
- Passionate
- Constant
- Meticulous
- Goal Oriented
- Problem Solving
Oriented
-
+
I can do it
I achieve all my goals
I speak English
with confidence
Mental
training
Select one: Verbal affirmations, written affirmations, visualization or video
PREPAID &
POSTPAID
Find vocabulary throughout the week so you can master this field.
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?
INFORMATION TAKING
credit cards & phone numbers
ADDRESSES
House
Street name
Street type
City
State
ZIP CODE
STREET TYPES
CREDIT CARDS
16 DIGITS
15 DIGITS
16 DIGITS
ADDRESS
Listen to the following audio, and take notes. Choose the correct answers and fill in the blanks.
GETTING
1) Choose the correct answer:

A) 59 Bates Street Hattiesburg, Minnesotta 39410
B) 59 Gates Street Hattiesburg, Minnesotta 39409
C) 59 Fates Street Hattiesburg, Minnesotta 34901
4) Fill the blanks:
394 _______ Lane, ____, ______, 29693
2) Choose the correct answer:

A) 240 South 53rd St. Mays Landing, New Jersey 03330
B) 240 South 53rd St. Mays Landing, New Jersey 03030
C) 240 South 63rd St. Mays Landing, New Jersey 03303
3) Choose the correct answer:

A) 9193 Winchester Court Astoria, New York 11102
B) 9131 Winchester Court Astoria, New York 11102
C) 9113 Winchester Court Astoria, New York 11102
5) Fill the blanks
___ Beach __ _____, New York, _____.
RECOVERY
TIME
Email
Taking
1. My email is:
a. Kevinjohnson70@yahoo.com
b. johnsonKevin@yahoo.com
c. johnsonKevin@gmail.com
d. juarezKevin@yahoo.com

2. I want the bill to be sent to:
a. HillaryDuff@kickstart.com
b. HillaryDuff75@gmail.com
c. HillaryDuck@kickstart.com
d.HillaryDuff19@yahoo.com

3. Yes the email of the university is:
a. NYU1970@yahoo.com
b. NYU@gmail.uk
c. NYUniversity@education.sv
d. NYU@education.eu



4. My main account is:
a. kevinhart88@gmail.com
b. kev_hart68@yahoo.com
c. kevin_hart78@gmail.com
d. kristian_hart78@rock.com

5. His email is:
a. darkbladder86@yahoo.es
b. darthvader86@yahoo.es
c. darthvader1996@gmail.com
d. danceandtaker6@yahoo.sv
Pay attention and write down the following emails. Choose the correct answer on each question, based on what you listen.
WHICH ORDER?
Hear the audio and write down what it says.
WHAT PRICE?
1. What is the brand of the phone? What's the total price?
2. What does he want to buy? How much is the burger?
3. What does his wife want? How much does it cost?
4. What is the brand of the car? How much does it cost?
5. Air plane ticket to where? How much is it?
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.
One of your coworkers is "work avoiding" and being rude with the customers and it`s affecting the metrics/scores of your team! If that continues you will lose your monthly bonus!

What would you do?
What is work avoidance and what are its consequences?
What is the importance of team work?


Topic
Metrics
Review the following vocabulary, this is business related vocabulary.
BECOMING
EXPERT
Overtime
Log in / log out
Average Handle Time (AHT)
Medical leave
Adherence
After call
Availability
Graveyard
Csat
Metrics
Conversation
TIME
Get in couples. With someone that you don`t practice often and answer the following questions and then share your answers with the class
Have you ever had to follow a schedule compliance? Were you able to handle it?

Do you think working under pressure helps you to achieve results?

Do you consider good or bad keeping track of a person daily productivity?
DISCIPLINE
TRACK
Homework for tomorrow:
- Revise past vocabulary
- 10 new verbs or new vocabulary
- 10 recorded repetitions
COACH, TRACK TRAINEE'S HOMEWORK
Full transcript