🎙️🎧 Podcast 13 │Lesson 1 Part 1 • Call Center Call Flow

Are you an aspiring call center agent? Is English not your first language? Don't worry! We got you covered!

PART 1

Introduction to the Call Center Call Flow

We give you a quick overview of the call center call flow in this lesson in which our expert instructor Mr.E breaks down step-by-step the call flow process for a call center from Opening a call to Empathizing to Acknowledging.

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🎙️🎧 Podcast 11 │Customer Data Entry • Modal Verbs for Capturing Customer Information

☝️📞│Learn English for Call Centers and Customer Service Level: Pre-Intermediate / Intermediate

In this episode, we'll discuss modal verbs for requesting customers with their personal information for account verification, which is an important call center process for representatives.

📞Do you want to sound polite and courteous with customers? Use modal verbs of politeness for requesting customers for their information. Use modals like "Can/May I have" instead of "I need".

✔️ Correct: May I have your social security number? 

☝️ Incorrect: I need your social security number?

🎙️🎧 Podcast 12 │What is Call Center Verbiage?

☝️📞│Learn English for Call Centers and Customer Service Level: Pre-Intermediate / Intermediate

If English is not your first language and you are starting to work for a call center, you need to learn how to communicate effectively with customers. With the proper language skills, you'll be a more productive agent and achieve better results at work. In this episode, we'll discuss what is Verbiage for call centers.

Verbiage is the excessive use of words by agents to explain call center processes to customers. Verbiage can affect the way you communicate with customers and can also be frustrating for the customer. We'll give you some tips on how to avoid verbiage and keep you some recommendations

🎙️🎧 Podcast 10 │Customer Data Entry • Useful Expressions PART 2

☝️📞│Learn English for Call Centers and Customer Service

Level: Pre-Intermediate / Intermediate

In this episode, we'll discuss the Phonetic Alphabet (Military Alphabet) which is an essential tool for customer data entry. In this first part, we'll give you some useful expressions to help you capture customer data. 

What is the NATO Phonetic Alphabet or Military Alphabet? 

☝️The NATO Phonetic Alphabet is a standardized alphabet code which is used for international radio telephony when spelling out names or information over the radio or over the telephone. It's a standard which helps us communicate much better across the use of telephones. 

In this system code, every letter will be represented by a unique code word. 

A for Alpha, B for Bravo, C for Charlie, E for Echo and so on. This will allow for better communication where language could be a barrier to effective data entry.

✔️ Vocabulary: NATO Phonetic Alphabet

✔️ Soft Skills: Customer Data Entry

☝️📞│Customer Service Tips

✔️Use the NATO Phonetic Alphabet to help you capture and enter customer's data more efficiently. 

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🎙️🎧Podcast 9  │Customer Data Entry • Phonetic Alphabet PART 1 

☝️📞│Learn English for Call Centers and Customer Service 

Level: Pre-Intermediate / Intermediate 

In this episode, we'll discuss the Phonetic Alphabet (Military Alphabet) which is an essential tool for customer data entry. In this first part, we'll give you the basics and provide you some examples you can use on your next calls. 

What is the NATO Phonetic Alphabet or Military Alphabet? 

☝️The NATO Phonetic Alphabet is a standardized alphabet code which is used for international radio telephony when spelling out names or information over the radio or over the telephone. It's a standard which helps us communicate much better across the use of telephones. In this system code, every letter will be represented by a unique code word. A for Alpha, B for Bravo, C for Charlie, E for Echo and so on. 

This will allow for better communication where language could be a barrier to effective data entry. 

✔️ Vocabulary: NATO Phonetic Alphabet 

✔️ Soft Skills: Customer Data Entry 

☝️📞│Customer Service Tips 

✔️Use the NATO Phonetic Alphabet to help you capture and enter customer's data more efficiently. 

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Topics:

-How to Acknowledge Customers

-The expression "on top of (something/somebody) 

☝️📞Call Center Acknowledge Customers │Customer Service Tips

2 Takeaways from this clip:

1️⃣ Paraphrase: the customer's concern expressed in different words; conserving the same idea. 

2️⃣ Restate: the customer's concern expressed with his/her same exact words; conserving the same idea. 

😳💬 Customer's concern: "The past couple of times that I ordered we have had problems with our orders breaking open before they get to us and this time it's the same thing. Two out of the six packages were not air tight sealed and I was going to throw them away. It's not that much money but I do want to let you guys know about it. It's happened a couple of times before. A lot of our stuff usually breaks or bursts open, but maybe you guys should include more packing or extra bubble-wrap or something."

📞💬 Paraphrase: "Mr. Customer, thank you for bringing to my attention your concern with the way in which the orders have been delivered."

📞💬 Restate: "Mr. Customer, I understand that you have received 2 out of 6 packages that were not air tight sealed. I also understand that you have had problems with the same situation."

If you check one of the following points, then you seriously need to do something about it:

🎙️🎧𝑷𝒐𝒅𝒄𝒂𝒔𝒕 7 │Transitions Words and Sequencers

Learn English for Call Centers and Customer Service

Level: Basic

In this episode, we'll describe the hiring process for a call center. We'll learn language for Transition Words and Phrases. Why do need to learn Transition Words? Answer: Transition words and phrases are very helpful in explaining a series of steps or processes to a customer.

✔️ Vocabulary: Transition Words and Phrases

✔️ Beginning: First of all, To begin with, To start with, First off, Firstly

✔️ Middle: Then, After that, After+gerund, Secondly

✔️ Ending: Finally, Lastly, Last but not least, Eventually

Getting Hired

"First of all, I would like to get hired. But I would need to work on my English. To start with, I need to learn more Grammar and work on my Fluency. After improving my Grammar and Fluency I would need to work on my Listening. Then I would have to go to recruitment for my English interview. After doing my interview, I would need to do some tests on the computer. Firstly, I would need to do a typing test. Then I would need to do a Spelling test and Finally, I would need to do a Listening test. If I have a passing score, I will be able to apply for a job position as a call center representative. After doing my computer tests, I would need to do a drug test. After doing my drug test, I would need to sign my job offer letter. After signing my job offer, I would have to sign my work contract with the salary and schedule offered. After that, I would be assigned an Accent class. Last but not least, I would need to bring a copy of my DPI, so Payroll can open a bank account under my name for my payment."

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🎙️🎧𝑷𝒐𝒅𝒄𝒂𝒔𝒕 6 │𝑹𝑶𝑳𝑬 𝑷𝑳𝑨𝒀 𝒇𝒐𝒓 𝑷𝒓𝒆-𝑻𝒓𝒐𝒖𝒃𝒍𝒆𝒔𝒉𝒐𝒐𝒕𝒊𝒏𝒈 𝒇𝒐𝒓 𝒊𝒏𝒕𝒆𝒓𝒏𝒆𝒕 𝒊𝒔𝒔𝒖𝒆𝒔

Learn English for Call Centers and Customer Service

Level: Pre-Intermediate

In this episode, we'll go over an example of a ROLE PLAY for a Pre-Troubleshooting scenario for 'can't access the internet' situation with a customer. Understand the steps for a Pre-Troubleshooting process and practice your listening and learn vocabulary for this type of customer situation.

✔️ Vocabulary for internet issues

✔️ Role Play Pre-Troubleshooting steps

✔️ Listening Practice

✔️ Soft Skills: Empathy, Acknowledgement and Assurance of Help

✔️ Call Center Call Flow

𝙍𝙊𝙇𝙀 𝙋𝙇𝘼𝙔 𝙁𝙇𝙊𝙒 𝙎𝙏𝙀𝙋𝙎: 𝘾𝙖𝙣'𝙩 𝘼𝙘𝙘𝙚𝙨𝙨 𝙩𝙝𝙚 𝙄𝙣𝙩𝙚𝙧𝙣𝙚𝙩

1.) Question: “Could you please turn off your phone?”

2.) Question: “Please have it off for about 5 seconds and then turn it on again.”

3.) Check Your Work: “Can you please test your internet?” If Internet is working, problem solved. Stop Troubleshooting. If not, continue the troubleshooting flow.

4.) Question: “Let’s go ahead and Clear your Broswer’s History.”

5.) Check Your Work: “Can we go ahead and test the internet?”. If Internet is working, problem solved. Stop Troubleshooting. If not, continue the troubleshooting flow.

6.1.1.1) “Can we go ahead and open your web browser, please?”

6.1.1.2) “Can you tap on Menu, then look for More and then tap on Settings?” *one step at a time

6.1.1.3) “Can you see if both the Load Images and Enable Java Script check boxes are selected?” If not, “please put a check on each.”

6.1.1.4.) “Can you Clear Cache and Clear Cookie Data?”

6.2.) “Can you check that your Data Usage Limit is not limiting your data?”

Check Your Work: “Can we go ahead and test the internet?”. If Internet is working, problem solved. Stop Troubleshooting. If not, continue the troubleshooting flow.

6.3.) Follow the Reset the Device APN link

6.4) Check Your Work: “Can we go ahead and test the internet?”. If Internet is working, problem solved. Stop Troubleshooting. If not, continue the troubleshooting flow.

7.) “Could you restart your device, please?”

8.) Check Your Work: “Can we go ahead and test the internet?”. If Internet is working, problem solved. Stop Troubleshooting. If not, continue the troubleshooting flow.

9.) “Thank you very much for helping me this. I’m going to go ahead and transfer you to the Tech Department, so they can continue with the troubleshooting process.” Transfer caller to Tech Support

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🎙️🎧PART 2│ 100 EMPATHY STATEMENTS FOR CUSTOMER SERVICE Part 2

Learn English for Customer Service and Call Centers Empathy statements in under 19 minutes! That's all the Empathy statements you'll ever need to improve your interaction with customers.

✔️Defuse irate customers.

✔️Take control of your calls.

✔️De-escalate supervisor or manager calls.

✔️Empathize like a native speaker.

✔️Improve your Customer Service vocabulary.

✔️Get awesome reviews from your customers.

✔️Acknowledge your customer's concerns and emotions like a professional.

Related Videos:

- English for Customer Service Listening Practice - https://www.youtube.com/watch?v=eSqzEbfiAb4&t=28s

- English for Customer Service Speaking Practice - https://www.youtube.com/watch?v=e0sMbGp-Nzw&t=36s

- English for Customer Service Podcast -

https://www.youtube.com/watch?v=KkCgsGawlPY&t=89s

This is the best video to get started with Intermediate English for Customer Service for learners of English as a Second Language or if you want to learn Call Center Soft Skills.

-Learn Customer Service skills: Empathy, Troubleshooting, Soft Skills, Call de-escalation and others

-Practice your active listening

-Call Center Role Plays

-Empathy Scripts

-Sales Role Plays

-Grammar, Vocabulary and more!

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We would be grateful is you could LIKE, SHARE and COMMENT on our videos! Many thanks!

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🎙️🎧PART 1│ 100 EMPATHY STATEMENTS FOR CUSTOMER SERVICE

Learn English for Customer Service and Call Centers Empathy statements in under 19 minutes! That's all the Empathy statements you'll ever need to improve your interaction with customers. 

✔️Defuse irate customers.

✔️Take control of your calls.

✔️De-escalate supervisor or manager calls. 

✔️Empathize like a native speaker.

✔️Improve your Customer Service vocabulary. 

✔️Get awesome reviews from your customers. 

✔️Acknowledge your customer's concerns and emotions like a professional. 

Related Videos: 

- English for Customer Service Listening Practice - https://www.youtube.com/watch?v=eSqzEbfiAb4&t=28s

- English for Customer Service Speaking Practice - https://www.youtube.com/watch?v=e0sMbGp-Nzw&t=36s

- English for Customer Service Podcast - 

https://www.youtube.com/watch?v=KkCgsGawlPY&t=89s

This is the best video to get started with Intermediate English for Customer Service for learners of English as a Second Language or if you want to learn Call Center Soft Skills.

-Learn Customer Service skills: Empathy, Troubleshooting, Soft Skills, Call de-escalation and others

-Practice your active listening

-Call Center Role Plays

-Empathy Scripts

-Sales Role Plays

-Grammar, Vocabulary and more!

↓Subscribe and listen to more podcasts and practice videos↓

▪️Spotify: 

https://open.spotify.com/show/67zkgtstgS7plodShreCZf

▪️Youtube 

https://www.youtube.com/channel/UCZK8sf1tpwq4k1ieEmBVS5w

▪️ Facebook :

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▪️Twitter : https://twitter.com/ExcellenceEng

We would be grateful is you could LIKE, SHARE and COMMENT on our videos! Many thanks! 

#excellenceacademy #Podcast #CallcenterPodcast #softskills #callcentertraining #assurranceofhelp #customervalue #customerservicetips #customerservice #empathy #callcenterenglish #acknowledgement #ESLPodcast #LearnEnglishPodcast #CustomerServiceRepresentative #customerservicetraining #customerservicebackoffice #BPO #bposervices #bpotraining #roleplay #callcenterroleplay #listeningpracticedca #englishforcustomerservice #callcenterlisteningpractice