CUSTOMER SERVICE WORKSHOP

DOCUMENT MANAGEMENT

1. Observa el siguiente enlace sobre vocabulario de Servicio al Cliente y practica su

pronunciación.

https://quizlet.com/102298704/customer-service-vocabulary-flash-cards/

2. Realiza el siguiente ejercicio práctico y reconoce expresiones para usar en la Atención al

Cliente.

GC-F -005 V. 05
 3. Lee el siguiente texto y algunas expresiones útiles

So what is customer service today? At Help Scout, we define it as the act of providing timely, empathetic help
that keeps customers’ needs at the forefront of every interaction.

Instead of a cost center, customer service teams are the face of the company. They play a critical part in sales
and word-of-mouth marketing, work side-by-side with product teams, and have a seat at the table when it
comes to company decision making.

Modern customer service is a much more all-encompassing role that plays a part in the entire customer
lifecycle — from acquisition to retention.

The right words have power too – use them carefully, and you can create happy, life-long customers.

Positive customer service phrases can enhance customer engagement, drive up satisfaction, and reduce
customer churn rate. Luckily for you, finding and using the magic words is not hard; all you have to do is
remember a few simple rules and commit to positive scripting. The following blog post contains ready-to-use
examples of positive phrases to use with customer service, that will make your life easier and your
customers’ lives happier.

GC-F -005 V. 05
4. Realiza con tu instructor, una lista de expresiones, preguntas que sean útiles en tu área de
trabajo.

5. Crea un dialogo en equipo, donde presenten una situación de Servicio al Cliente. Hagan
uso de las expresiones vistas

6. Construye una encuesta sobre servicio al cliente en inglés (mínimo 5 aspectos).

GC-F -005 V. 05