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English for Call Centers 🙋🏻‍♀️ | Role Play Practice | ais call center english

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English for Call Centers 🙋🏻‍♀️ | Role Play Practice


นอกจากการดูบทความนี้แล้ว คุณยังสามารถดูข้อมูลที่เป็นประโยชน์อื่นๆ อีกมากมายที่เราให้ไว้ที่นี่: ดูเพิ่มเติม

In this lesson, three model conversations are used to help call center operators practice telephone skills with customers. Viewers can role play each of the conversations to help improve their English language and customer service speaking skills. This lesson will help anyone looking to sound more polite and professional in the workplace. Additionally, it is an excellent English language training resource for people looking to work in the English call center business, and also for call center businesses to use for training material.
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SnglStepEnglish EnglishTeacher CallCenterEnglish
CallCenter CallCenterEnglish EnglishTraining
⏱TimeStamps⏱
0:00 Role Play Practice Call 1
1:50 Role Play Practice Call 2
5:06 Role Play Practice Call 3
Transcript
CALL 1
Agent: Hello. Thank you for calling Acme Technology Company. My name is Carol. How may I help you?
Customer: Hi Carol. I’m having trouble with your computer program.
Agent: I can help you with that, sir. What kind of problem are you having?
Customer: I’m having trouble installing the program.
Agent: I’m sorry about the difficulties you’re having. I’ll try my best to help you solve the problem.
Customer: I am trying to install it on both Windows and Linux.
Agent: I see. That’s a little complicated. Would you mind if I put you on hold for a minute? I need to check on the code.
Customer: OK. That’s fine.
Agent: Thank you, sir. Please hold for a minute.
Agent: Hello sir, thank you very much for holding. I’m sorry, but could I transfer you to my supervisor?
Customer: Sure. That’s fine.
Agent: I appreciate it. I will transfer your call now.
CALL 2
Agent: Hello. Thank you for calling Spirit Systems. This is Tom speaking. How can I assist you?
Customer: Hello. I recently bought a new computer, and I’m having trouble loading your software.
Agent: Alright ma’am. Could you please tell me which version you are trying to load?
Customer: It’s the GR something. Hold on a sec…I’m trying to find the version of the program.
Agent: Sure. Please take your time.
Customer: It is the GR5 Turbo.
Agent: Thank you for that, ma’am. The GR5 Turbo. I’m sorry about the troubles you are having. I’ll try my best to help you solve the issue.
Customer: Alright. Thank you.
Agent: Ma’am, which operating system are you currently using?
Customer: I’m on a Mac, and the OS is Mount Tam.
Agent: I see. Could I please put you on hold for a few minutes? I need to speak with technical support.
Customer: OK. But, I need to get back to work soon.
Agent: I completely understand. It should only take a couple of minutes.
Customer: OK. Thanks.
Agent: Thank you very much for holding ma’am. I think I found the problem.
Customer: Great. Please tell me.
Agent: I apologize, but our company has not yet released an update for that OS. However, It will be available early next week.
Customer: Ah, now I understand. Well, that explains it!
Agent: On behalf of our company, I am very sorry for the delay. Please check our website for the update next week.
Customer: OK. I’ll do that.
Agent: Is there anything else I can assist you with today?
Customer: No, that should do it.
Agent: Thank you very much for calling, ma’am.
Customer: Yeah, OK. Thanks for looking into it.
Agent: Thank you again, ma’am. Goodbye.
CALL 3
Agent: Hello. Thank you for calling Horizon Mobile. My name is Sarah. How can I help you?
Customer: Yes, my invoice for this month is double the amount from last month. I think there is an accounting mistake.
Agent: Oh, let’s look into this. May have your full name, and phone number, please?
Customer: Yes, it is Paul S. Thompson. My number is 6195639810.
Agent: Thank you, Mr. Thompson. For verification purposes, may I have your date of birth?
Customer: Sure, my date of birth is May 11, 1978.
Agent: Thank you, sir. Could you give me a minute to pull up your account information?
Customer: Sure, of course.
Agent: Thank you for waiting, sir. I found your last billing invoice, and it does appear there has been an error.
Customer: I thought so!
Agent: We are very sorry for the double billing. I will notify our accounting department and they will send a new bill.
Customer: How long will that take?
Agent: You should receive it in 35 business days.
Customer: OK. Could you tell me my current balance?
Agent: Yes, of course, sir. Your current balance is $87.16
Customer: OK. That sounds about right.
Agent: Is there anything else I can assist you with today?
Customer: No, that should do it.
Agent: Again, I apologize for the error. Thank you very much for calling, Mr. Thompson.
Customer: Thanks for getting that sorted out.
Agent: It was my pleasure, sir.
Customer: Goodbye.
Agent: Goodbye.
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English for Call Centers 🙋🏻‍♀️ | Role Play Practice

ENGLISH FOR CALL CENTER -10 STEPS


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ENGLISH FOR CALL CENTER -10 STEPS

Customer Service Sample Call – Product Refund


Call centers act as the intermediary between businesses and their customers. See how a typical call center operation works by watching this video.
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Customer Service Sample Call - Product Refund

English for Call Centers 🙋🏻‍♀️ | Role Play Practice | Banking and Finance


In this lesson, three model conversations are used to help call center operators practice telephone skills with customers. An excellent companion video to: https://youtu.be/2e4jGjfnRQY. Viewers can role play each of the conversations to help improve their English language and customer service speaking skills. This lesson will help anyone looking to sound more polite and professional in the workplace. Additionally, it is an excellent English language training resource for people looking to work in the English call center business, and also for call center businesses to use for training material. This lesson focuses on handling calls in the banking, finance and credit card industries.
Please LIKE, SHARE and COMMENT on this video.
SnglStepEnglish EnglishTeacher CallCenterEnglish
CallCenter CallCenterEnglish EnglishTraining
⏱TimeStamps⏱
0:00 Role Play Practice Call 1
1:50 Role Play Practice Call 2
5:06 Role Play Practice Call 3
https://www.facebook.com/singlestepenglish
Instagram: single_step_english
Scene 1 A= Agent; C= Caller
A: Thank you for calling Global Bank. How may I help you?
C: Hi. I lost my ATM card.
A: I’m sorry to hear that. I can help you.
Do you know your account number?
C: Yes, I have it on my computer. The number is 045301681.
A: OK. Let me pull up your account information.
C: Thank you.
A May I have your full name, please?
C: Yes. It’s Tina S. Johnson.
A: Thank you, Ms. Johnson. Could you please confirm your mailing address?
C: 104 Lincoln Street Avon, Ohio 44011
A: Thank you for verifying that information, Ms. Johnson.
I will cancel your current card and request a new ATM card.
C: How long will it take to get the new card?
A: It takes 35 business days.
C: There’s no way to get it sooner?
A: I’m so sorry, Ms. Johnson. That is our bank’s policy.
C: That’s fine. I understand.
A: Is there anything else I can help you with?
C: No, thanks. I’ll just wait for my new card.
A: Thank you for calling Global Bank. Goodbye.
C: Goodbye.
Scene 2
A: Thank you for calling Mega Bank. My name is Kevin. How may I assist you today?
C: Hello Kevin. I have a question about my credit card statement.
A:: Yes, Ma’am. I can help you with that.
C: Thank you.
A:: May I have your account number, please?
C: Sure. My account number is 05293671.
A:: Thank you. Just give me a moment to access your account.
C: OK. Thank you.
A:: For security reasons, may I have the last four digits of your social security number?
C: Yeah, sure. It’s 4321.
A:: Thank you. And may I have your first and last name, please?
C: My first name is Nancy, and my last name is Harper.
A:: Thank you, Ms. Harper. Was this for your most recent statement?
C: Yes, that’s right. It seems that I have been charged twice on the 15th.
A:: I see two charges for $189.54. Are those the charges in question?
C: That’s right. There should only be one charge.
A:: OK, Ms. Harper. I will start an investigation of the second charge.
C: Umm, how long will that take?
A: Usually within 24 hours, ma’am.
C And then what happens?
A:: We will confirm with the merchant that there was only one charge.
C: After the merchant confirms, will the second charge be removed?
A:: Yes, ma’am. It should be. Please check your account in 3 business days.
C: OK. I’ll do that.
A:: Is there anything else I can help you with?
C: No, I think that will be all.
A:: Thank you for calling Mega Bank, Ms. Harper.
C: Thank you for your help.
A:: Goodbye. Have a nice day.
Scene 3
C: Hello. I have a question about my debit account.
A: Yes, sir. My name is Sarah. I can help you with that.
C: There’s a transaction on my account that I don’t understand.
A: Sir, may I have your account number, please?
C: Sure. It’s 045858342.
A: Alright. Let me pull up that information for you.
C: Thank you.
A For verification purposes, may I have your full name, please?
C: Yes. It’s Charles T. Jones.
A: Mr. Jones, which charge in your account would you like to check on?
C: I had to put you on speaker phone. Can you hear me?
A: Yes, Mr. Jones. I can hear you fine.
C: OK. It’s the charge on the 12th, in the amount of $228.38.
A: Yes. I do see that charge on the 12th. You don’t recall making a purchase from that merchant?
C: No, I don’t believe I made that purchase.
A: If you would like, I can contact the merchant and ask them about it.
C: Sure. That would be great. I’d appreciate it.
A: My pleasure. Mr. Jones. May I put you on hold for a few minutes?
C: Yeah, sure. That’ll be fine.
A: Mr. Jones, I was able to reach the merchant and…
they said that an order was placed and a delivery was made to your address.
C: Hmm, that sounds odd.
A: Sir, is there any chance a family member may have used your card?
C: I don’t think so. But….I will have to check on that.
A: If that is not the case, please call back and we will resolve the issue.
C: I will do that. Thank you for your help.
A: My pleasure, sir. Have a very nice day.
C: Thank you, you too.

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English for Call Centers 🙋🏻‍♀️ | Role Play Practice | Banking and Finance

CALL CENTER GRAMMAR TEST PRACTICE WITH ANSWERS + Quick Tips and Basic Lessons


CALL CENTER GRAMMAR PRACTICE TEST WITH ANSWERS + Quick Tips and Basic Lessons // This is Part 2 of REVIEW WITH ME! This is a multiplechoice basic grammar and spelling exam. Obviously, I won’t be able to explain everything in detail so please take the time to check Google if you need more clarification or comment below and I’ll see what I can do. Thank you!

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CALL CENTER GRAMMAR TEST PRACTICE WITH ANSWERS + Quick Tips and Basic Lessons

นอกจากการดูหัวข้อนี้แล้ว คุณยังสามารถเข้าถึงบทวิจารณ์ดีๆ อื่นๆ อีกมากมายได้ที่นี่: ดูบทความเพิ่มเติมในหมวดหมู่Tech

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