PRACTICE 8

Presentado por:

Euliser Hernandez Solorzano

Instructor:

JOHAN GABRIEL BUITRAGO

SENA

TECNOLOGO EN CONTABILIDAD Y FINANZA

FICHA: 749172

CHIA

2015

BEFORE START

Look at the pictures and identify each situation.

She is annoyed by the call Call center call reception

SAY IT AGAIN!

2. Listen the conversation between a caller and operator, then discuss about that situation.

Ringing…

Operator: May I help you?

Caller: Hello?

Operator: Hello

Caller: I can ask you for my telephone service

Operator: You have the phone number already?

Caller: Yes, My phone number is 456792334

Operator: Directory assistance will be able to help you. Wait a moment.

Caller: I´m so…. But… who is this? Hey!

Ringing…

Female operator: Hello, May I help you?

Caller: Hello, I'm calling because I want to make a claim for my telephone service, my phone does not receive calls or text messages, and does not have on internet....

Female Operator: Excuse me Sir, What is your name?

Caller: My name is Thomas Klein

Female Operator: Mr Thomas, It is important to pay your telephone service, when you pay can re-call.

Caller: But I…

Female Operator: You remember that you spoke to Jane, was a pleasure to serve…

Caller: I already pay…

PI PI PI PI

3. Complete the chart using bad or good customs for customer service according to the listening.

WRITE IT UPGood customs Bad customs

1. kindly greet2. Answer time3. Pay attention to the client's

request4. Solve the problem5. kindly goodbye

1. Do not greet2. Hang up the call3. Not paying enough attention4. Not pay bills on time

LET´S START

1. Given the above situation, write different solutions to the complaint presented to Mr. Thomas.

Go to other instances

Not have the capacity or the arguments to solve the customer complaint

2. Identify other situations where you have had to live experiences like Mr. Thomas.

I Tale internet service at home, when damaged is a bit complicated to communicate with the area responsible for never solved immediately but pass the call gives other hand, is much delay in providing solution..

TOCK, TALK!

3. Work in groups of three and try to find other solution to this situation!

To Consider…

There are certain customer service skills that every employee must master if they are forward-facing with customers.

“Thank you for calling our customer service department. Press 1 for anger

management advice. Press 2 for stress reduction techniques. Press 3

for tips on learning to live with disappointment”

KEEP UP READING!

4. Read the following article and identify new vocabulary.

GOOD CUSTOMER SERVICEGood customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

If you're a good sales person, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.

5. According to the text, write True or False. T F

a. Customer service is the provision of service to customers before, during and after a purchase.

b. A customer service experience can change the entire perception a customer has of the organization.

c. Customer service isn´t a series of activities designed to enhance the level of customer satisfaction.

d. The essence of good customer service isn´t forming a relationship with customers

6. Read the dialogue, Identify customer services expresions and then complete it.

The phone rings…

Receptionist: Greenwich hotel, my name is China. May I help you?

Secretary: Good morning, my name is Jane Mills and I need a room. Is it

necessary to make a reservation?

Receptionist: Yes, It´s necessary.

Secretary: Do you have any rooms available?

Receptionist: Yes, in this moment we have a penthouse

Secretary: But, What's the daily rate?

Receptionist: The daily rate is ….

Secretary: Is there air conditioning in the room?

Receptionist: Yes, of course

Secretary: I would like a single room

GOOD CUSTOMER SERVICEGood customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

If you're a good sales person, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.

x

x

x

x

Receptionist: Ok, a single room…

Secretary: But, Is breakfast included in the price?

Receptionist: No, you must include our special room service.

Secretary: Could I see the room?

Receptionist: Yes, after you!

Secretary: OK, I'll take it, but I have one more question, Can I pay with

credit card?

Receptionist: Off corse

Secretary: ok, then can you book me? Please

Receptionist: Well I need your datas, who is the book?

Secretary: Thomas Geat

Receptionist: Perfect miss your book is ready.

Secretary: Thank you very much

Receptionist: You are welcome, bye bye

7. Read the dialogue

Jane, the secretary arrives at the airport and meets with Mr. Sanchez, a foreigner who wants to make an investment in other Company.

TRAIN YOUR BRAIN

Modal verbs: We use mustn´t to express prohibition. You mustn´t touch these wires. (It´s forbidden), also we use must to express a strong advice or necessity. You must brush your teeth after meals.

Affirmative form Negative Form ContractionPresent tense Can Cannot Can´t

Past tense Could Could not Couldn´t

We use can or could to express possibility. They can electrocute themselves. (It´s possible). “Could” is a formal expression.

Jane: Excuse me… Are you Mr. Mr. Sánchez?

Mr. Sánchez: Yes, I am.

Jane: Good morning Mr. Mr. Sánchez. I am Jane Mills. I am Mr. Clinton secretary. Pleased to meet you.

Mr. Sánchez: My pleasure.

Jane: Welcome to United States. How was your trip?

Mr. Sánchez: It´s was great, but I am tired.

Jane: Ok… Let´s take a taxi.

15 minutes later…

They arrive to the hotel and here Mr. Clinton is waiting for them.

Jane: Mr. Clinton, I´d like you to meet Mr. Sánchez from Colombia.

Mr. Clinton: How do you do?

Mr. Sánchez: How do you do?

Mr. Clinton: Welcome to United States Mr. Sánchez.

TO CONSIDER

8. Answer the following questions according to the dialogue and your life experiences.

a. Why is it important to invest in other companies?

Because earning capacity that can generate is quite high and less risky

b. What is the success of a company?

Having a solid foundation of knowledge and service or product that will provide

c. Why is it important to provide good customer service?

It is important to customer service, for customers to keep buying and taste is to ensure revenue for the company

Hi! How are you?

Fine thanks. And you?

Are you Mr.Tomas?

Yes, I am.

Pleased to meet you

My pleasure.

Where do you live?

I live in Oxford St.

How do you do?

How do you do?

9. Complete the dialogue using customer services expressions

Mr. Sánchez arrives to the Hotel…

Mr. Sánchez: My room key please. Could you wake me up at 7 a.m.?

Receptionist: Yes, Sir

ABCs

Match the sentences and create a situation using the vocabulary

a. Pleased to meet you 1. Yes, I am.b. Hi! How are you? 2. I live in Oxford St.c. Are you Mr._______? 3. My pleasure.d. Where do you live? 4. How do you do?e. How do you do? 5. Fine thanks. And you?

Mr. Sánchez: Where can I leave my valuables?

Receptionist: In our safe-cracking

Mr. Sánchez: Ah ok! What time do I have to check out?

Receptionist: Right now!

Mr. Sánchez: Ok, thank you!

When Mr. Sánchez arrives to the room…

Mr. Sánchez: Could someone bring some extra towels up to my room?

Housekeeper: Yes Sir, I will help you

Mr. Sánchez: Is there a laundry or dry-cleaning service?

Housekeeper: Yes, Sir.

Mr. Sánchez: Ok, thank you! , where I can have breakfast

Housekeeper: in the food court located on the first floor.

Mr. Sánchez: Ok, thank you!

WRITE UP!

10. Dealing with money…

a. Look at the people in the pictures. Where are they and what is the relationship between them?

b. Look at the sentences in the first column of the table below. Which pictures does each one relate to? Who do the say it to?

1 2

3

Sentence Picture Who said it? Who did they say it to?Is there a reduction for students?

3 Customer Ticket seller

How would you like to pay, sir?

1 customer The seller

How much do you want for these?

4 the buyer The seller

How much will it cost roughly?

2 The passenger The driver

You can have them both for $60 how´s that?

4 the buyer The seller

It´s free for children under twelve.

3 Ticket seller Customer

How much do I owe you? 1 customer The seller

I´d like to pay by credit card, please.

1 customer The seller

It´s okay, you can keep the change.

2 The passenger The driver

I´ll give you $18 for both of them.

4 the buyer The seller

If you´d just like to sign there, please.

1 The seller customer

TOCK, TALK!

Work in pairs. Choose one of the situations below and decide who you are going to be. Spend a few minutes planning what you are going to say. Then act out a short dialogue.

SAY IT AGAIN!

Listen the conversation and complete it.

4

Customer and shop assistant (Picture 1)Taxi driver and passenger (Picture 2)

Marketstall holder and customer (Picture 4)Ticket seller and visitor (Picture 3)

James: Jane?

Jane: Hi, I have a meeting

James: You always have meetings. very interesting.

Jane: Oh, thank you.

James: You work all the time?

Jane: Oh no, not all the time. I take a break.

James: My boss, Joanna has meetings. Sometimes, as now the meetings are too long. I'm a little tired. I do boring jobs.

James: Same jobs every day. The rest Monday, Tuesday is Wednesday, it's the same for me. Same space but I like my job.

TOCK, TALK!

In the following situations what you can provide good or bad customer service?

Utilities. Call center. Supermarket customer services. A medical appointment.

Do you know other situations? Tell us about problematic situations where you have not found a solution and customer service quality.

ABC´S

Useful vocabulary in a call center situation

Who's calling please?

I'd like to speak to...

I'm sorry, the line's busy.

Would you like to leave a message?

When you call the customer service phone companies, my husband had a bad experience at a costume rental site by mismanagement and bad service that they were providing, mistreated to the person

Read and try to solve this situation using ABCs.

TO CONSIDER

If you had your company, how would the customer service that you provide?

If one of your employees has bad customer service, what would you do?

ABC´S

Useful vocabulary in a call center situation

Who's calling please?

I'd like to speak to...

I'm sorry, the line's busy.

Would you like to leave a message?

TRAIN YOUR BRAIN

Although we look at be able to here, it is not a modal verb. It is simply the verb be plus an adjective (able) followed by the infinitive. We look at be able to here because we sometimes use it instead of can and could.

We use be able to talk about ability, also Be able to is possible in all tenses, for example:

I was able to swim... I have been able to drive... She isn´t to able to ride a horse.

I´m sorry you were transferred 12 times before reaching us. The person who can handle your

emergency works in this department. She will be right with you…as soon as she is back from

vacation.

Hello, I need to talk with Sarah Anderson; I need a

medical appointment urgently.

ABCs

Hi, how've you been?

Nice to hear from you

I'm just calling to...So what can I do for you?

I would like to say something here, if I may

May I interrupt you for a second?

Well John, it's been a pleasure talking to you.

TO CONSIDER

If I had had my own company, I would have offered an excellent customer services…

Which advantages can you develop in your company with a good customer services?

TRAIN YOUR BRAIN

THIRD CONDITIONAL

With the third conditional we talk about the past. We talk about a condition in the past that didnot happen. That is why there is no possibility for this condition. The third conditional is also like a dream, but with no possibility of the dream coming true.

CONDITION RESULTPAST PERFECT WOULD HAVE AND PAST PARTICIPLE

If Tara had been free yesterday I would have invited her.

Complete the sentences with the third conditional.

1. If I had known (know) the answer to the last question, I would pass (pass) the

exam.

2. If you had applied (apply) for that job, you would got (get) it.

3. If I had heard (hear) the weather forcast, I had took.(take) my umbrella with me.

4. If Peter had took (take) a map with him, he would not have gotten lost (get lost).

5. If you had left (leave) earlier, you would have arrived (arrive) on time.

6. We would have gotten (get) there quicker, if we had gone (go) by train.

7. If I had knew (know) that you were going to cook dinner, I would bought (buy) a

bottle of wine.

8. If the train has been delayed. (Be delayed), we would can not (can) go to the

cinema..

9. I would have gone (go) to the beach yesterday, if it had been (be) sunny.

10. If it had been (be) warmer, I would not wear (wear) my jacket.

CONSOLIDATION ACTIVITY

CREATE A COMPANY

1. In this last activity you have to create your own company website

Make groups of 3 people and design the website. All the info of the Company must be in English

TRAIN YOUR BRAIN

THIRD CONDITIONAL

With the third conditional we talk about the past. We talk about a condition in the past that didnot happen. That is why there is no possibility for this condition. The third conditional is also like a dream, but with no possibility of the dream coming true.

CONDITION RESULTPAST PERFECT WOULD HAVE AND PAST PARTICIPLE

If Tara had been free yesterday I would have invited her.

You must include all grammar topics & vocabulary of second competence. (Passive and active voice).

2. The Company website has to include the following info and links:

Name of the company Logo and slogan Objectives Mission Vision Products Services Publicity Contact FAQ

3. Be creative, use pictures and all the resources you consider.

Post the Website link on your Blog.