Workshop 4 - Customer Service

Name: Miguel Angel Garzon Avila & Dayana Melisa Cohort: Date:21/03/2022
Higuera Cruz
Training program: business management Instructor:
Harry Estupiñan
Corredor
INTERACTION WITH CLIENTS (TAKING PHONE CALLS/COMPLAINTS/TAKING MESSAGES/REQUESTING

AND GIVING DETAILED INFORMATION)
This workshop attempts to help you improve your basic interaction with others at your workplace,
sharing personal information, identifying formal and informal communication, and asking and giving
information on phone calls your coworkers and you will learn about customer service, offering and
describing products and services, and how to interact with others at your workplace.
Objective: from the development of these activities you will be able to interact with customers,
asking and giving detailed information while taking phone calls.
1. Work in small groups and discuss the following situations.

- Have you ever worked in customer service? If so, describe this experience. Ask your partners about
their experience.
Yes, the past year I was working in a call center outsourcing of Claro, on our campaign we worked as
customer service & technical support agents, and every day I received at least two or three annoyed
customers calls with some problem. But always the most upset customers were those with complaints
related to their internet bills.
I asked Dayana about her experience and she said “I worked in customer service in a supermarket in
2018, i had to serve customers an your complaints, in this work there are all types of clients, the Mrs
nice, who carries candies, the Young that the young man who does not know what to buy, and the Mr.
angry and upset, I received complaints for damaged products and disliked products to customer, I
should keep always a smile, to be nice and solve on time all requests, is a good experience, but there are
days when it is difficult, because I could have problems or be sick, if I had to go back to work in customer
service I said “yes”, is nice to meet people and meet friends.”
- Give a couple of examples related to customer complaints.
A very common complaint was the insatisfaction with the charge for reconnection of the
internet/tv/phone services, another complaint could be when a storm or an electric failure restore the
user and password of the wi-fi network and we configure the modem to change or set the old user and
password.
- How do you think you could help a customer who is complaining about a delay in a product’s
delivery?
I would use the LAST method, first listening his complaint, after that i apologize and ask for the sales
receipt and the date that he bought the product and after a moment i will give him a solution like free
ship or a discount on his product. And finally I give him thanks for calling us.
GC-F -005 V. 01
2. Skills practice: do the following activities to practice the learn vocabulary and English structures
2.1. Listening practice: listening of a customer´s complaint about services Check out the following
vocabulary before the video:
2.1.1. Watch the video about dealing with difficult customers at
Deal-with/ store/ ship/fix/ sales manager/ package/delay/ deliver/ customer support/ loyal/
warehouse/ sales receipt/ item/ order/ dispatch-sent
https://www.youtube.com/watch?v=WftgJjk_ggA 1 Identify why the customers are complaining and

describe each case.
Case 1. The costumer call asking for Ginny or Tom Newsone, because they bought a sofa and they found
a big hole in this, they´ve been buying for the past 10 years from this store and is the first time that
happens, the costumer service personal tells him that the problema Will be solved.
Case 2. Sarah Roberts bought a package in a virtual store but the day best friend birthday´s she isn´t
received the package yet, an she´s very angry for that, Sarah call to Jane and she explain the situation,
Jane asks her the date of the order, but Sarah think that would´nt help, when she tell the date, Jane
imforms her that her package Will be delivered today.
Case 3. The costumer has problema for turn on the TV, he call the customer support for help, she tells:
“the USB is for PC, you can´t connect to the TV with it” because the boy used the USB port, he dont
understand that this models is it not compatible, she explain him that can connect it to the TV using
HDMI cable, this is not is included whit the purchase and he should get one.
2.1.2 Now watch a second video about LAST approach at https://www.youtube.com/watch?

v=dnpMqQnt8WY 2
- what is the definition they give for customer service?
Customer service is when you as the manager want to keep your customers as comfortable and happy
as possible, when you listen and know their needs and expectations so you are prepared to give a
solution or answer to the problem or situation.
- what kind of companies or businesses do you use customer service?
Any kind of companies or businesses where I deal with people from the public, where they’re customers
and I am trying to help them
- mention at least 2 problems that might bring customer complaints
- when the customer is charged too much for something

- when the customer product is delayed
- what is the word LAST to mean?

L – Listen
A – Apologize
S – Solve
GC-F -005 V. 01
T - Thanks
- Identify the principals, vocabulary and expressions for each one of the words related to the LAST
approach.
L – How can I help you? ♦ so what you saying is ___
A – I’m sorry to hear that♦ I’m sorry you’ve had a bad experience
S – Here’s what we are going to do to help you ♦ im not sure how to resolve this situation let me check
with my manager/supervisor
T – Thank you for bring this to our attention ♦ Is there anything else I can do for you? Well, thank you for
calling in today
GC-F -005 V. 01

Workshop 4 - Customer Service

Uploaded by

Copyright:

Available Formats

Workshop 4 - Customer Service

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Workshop 4 - Customer Service

Uploaded by

Copyright:

Available Formats

Name: Miguel Angel Garzon Avila & Dayana Melisa Cohort: Date:21/03/2022

INTERACTION WITH CLIENTS (TAKING PHONE CALLS/COMPLAINTS/TAKING MESSAGES/REQUESTING

1. Work in small groups and discuss the following situations.

- Give a couple of examples related to customer complaints.

https://www.youtube.com/watch?v=WftgJjk_ggA 1 Identify why the customers are complaining and

2.1.2 Now watch a second video about LAST approach at https://www.youtube.com/watch?

- what kind of companies or businesses do you use customer service?

- mention at least 2 problems that might bring customer complaints

- when the customer is charged too much for something

- what is the word LAST to mean?

L – How can I help you? ♦ so what you saying is ___

You might also like

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.