English Learning Guide

Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF

Name: Sara Nicol Salvador Circa Cohort: Date:

1261589 – Group 18/03/2021
2
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.
I have never worked on that, but it would be a great responsibility and in
the same way also have a lot of patience with people.

Give a couple of examples related to customer complaints.

Lack of agility in customer service. 
Problems with returns
Deficiencies in the web
Promising things that cannot be fulfilled
Lack of flexibility

How do you think you could help a customer who is complaining about a delay in a
product’s delivery?
Immediacy when facing the problem: in the event of a complaint or
claim, the most important thing is to act quickly and prevent the client
from becoming more angry because of the in operation. The ability to
react and immediacy are key to lessen the consequences

Listen carefully: It is very important that you stop everything you are
doing and listen carefully to the client's explanation. It is essential to know
the details of the complaint and make the client see that for the company
the satisfaction of its clients is 100% important.

Show understanding: It is known that "the client is always right" and that
is why, first, whether or not he is right, we must show understanding and
make the client see that you understand the problem and that you show
interest in the case and in helping him.
  Offer apologies: in the event that the client is really right and their
complaint or claim is legitimate, it is necessary to offer an apology and
make it clear that it will never happen again. Anyone can make mistakes
and it is important that the company brings out, at that moment, its
human side.
Find a solution: Once excused, offer a solution. Depending on the type of
complaint, the solutions will be one or the other. Always try to offer a
solution that satisfies both parties, taking into account the circumstances.

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:

Deal-with/ store/ ship/fix/ sales manager/ package/delay/ deliver/ customer support/ loyal/
warehouse/ sales receipt/ item/ order/ dispatch-sent

Deal-with: Tratar con, (Delicately should he deal with feelings)

Store: Tienda, (This store offers a large array of tools)

Ship: Barco, (The ship changed its course towards the east)

Fix: Corregir, (I managed to fix the error in the software )

Sales manager: Gerente de ventas, (The turnover has increased

with the new sales manager)

Package: Paquete, (We can deliver any package within five

working days)

Delay: Retraso, (His delay cost the company thousands of

dollars)

Deliver: Entregar, (We can deliver any package within five

working days)

Customer support: Atencion al cliente, (I called customer

support to return a product)

Loyal: Fiel, (Some customers are loyal)

Warehouse: Almacen, (Our warehouse has a large storage

capacity)

Sales receipt:

Item:
 Order:

Dispatch-sent:

2.1.1. Watch the video about dealing with difficult customers at

https://www.youtube.com/watch?v=WftgJjk_ggA 1 Identify why the customers are
complaining and describe each case.
Case 1: We found the interaction of a manager and an angry customer. In the
course of the call, the client initially asks to speak with two advisers, the
adviser indicates that they are not found and that he can help him. The client
explains that she bought a sofa with them and that she found a big hole in it,
she does not understand how they can do that to her clients and informs that
she has been buying in the store for more than 10 years. The advisor is
surprised by what he said and says he is sorry, asks the client for the order
number and the client begins to tell him why he needs the sofa. The
interaction culminates with the advisor telling you that they will fix the
situation.

Case 2:  We can evidence a call between the sales manager and an irritated
customer. The interaction begins with the manager asking how she can help.
The client explains once that she made a purchase a week ago and that it has
not yet been delivered; apart it indicates that I already paid for it. The
manager requests the name of the client, she responds and indicates that she
needs the package for the same day. The manager requests the purchase
date, the very irritated customer indicates that this will not work and that she
needs the product delivered before a certain time. Finally, with the
information that the manager tells him, she gives him the date. The manager
verifies and indicates that your package will be delivered that same day.

Case 3: We evidence the call of a customer requesting help with a problem

and the customer support line the client indicates that they have an audio
player but it does not work. The advisor asks for the order number and
confirms the product that the client has, after this she asks the client to tell
her what the problem is. The client tells him that I am trying to connect the
device to the television but it does not work, the advisor asks him why I am
trying to grant it to which he responds that by usb. The advisor indicates that
by this means it is not possible to connect it, she indicates that to connect it
you must use the hdmi cable, to which the client responds that there is no
cable in the box and that where is she going to get one. The advisor indicates
that for the price that he bought the product does not offer that cable. The
already annoyed client INGLES indicates that going to have to buy the cable is
something silly, the advisor offers to buy it with them and that it will arrive in
24 hours, the client indicates that he no longer needs anything from them.
The call ends with the advisor indicating that she will notify the case to her
 elders and dismissing the client.

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Taken from https://www.youtube.com/watch?v=WftgJjk_ggA Used by SENA for academic purposes GC-F -005 V. 01
exclusively.
English Learning Guide
Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF
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?
The definition of customer service is being able to make customers as comfortable and happy as possible, it is
also trying to meet their needs and expectations, and solve any problems or situations they may have.
what kind of companies or businesses do you use customer service?
There are many different jobs where you use customer service. some of them work for real estate companies,
appliance companies, large chain stores, and more. 
mention at least 2 problems that might bring customer complaints
1. One of the most common are complaints about delays in deliveries
2. 2 because the products arrive damaged or incomplete
what is the word LAST to mean?
It is based on certain guidelines or requirements that all those who deal with clients must implement in order
to do a good client management. o Listens to apologize to solve o thank.
Identify the principals, vocabulary and expressions for each one of the words related to
the LAST approach.
The vocabulary that we find in the LAST approach is: o Listens to Apologize to Solve o
Thank. 1) The first step that must be taken is to LISTEN to the client, listen to her
problem or the situation she is presenting, for this step it is important to ask her: o
¿How can I help you? o ¿Can you tell me what the problem is? INGLES After the client
reports what is happening, the advisor must demonstrate that she is interested in
what the client has just told her, the advisor to demonstrate her interest in the
situation of her client can confirm what she has just said. o What you just told me is
that...? o Let me get it right...? 2) After listening carefully to the client and their
problem it is important to APOLIGIZE, in this case it is not to say `` I'm sorry, it is my
fault '', it is advisable to say o I'm sorry you had a bad experience. 3) After listening and
knowing the problem, apologize for the inconvenience, you must give the solution to
the problem, SOLVE If the advisor knows how he can help the client, he can say: o "This
is what we are going to do to help you" In some cases it is presented that the advisor
does not know how to solve the client's problem, therefore he has to go to his
supervisor, in this case if the advisor is sincere he could tell the client o "I'm not sure
how to solve this situation." 4) Finally we find to give THANKS, in this stage of lost we
can use: o Thank you for informing us about this situation. o Thanks for letting us know
about this.

2.2. Speaking practice: performs roleplays to simulate interaction regarding customer service,
asking for and giving detailed information
Prepare a dialogue in which your customer complains about your products or services.
Take into account: ask detailed questions, offer solutions to your customer.

2.3. Reading practice: read about expressions on how to interact with a customer (taking
phone calls and messages) and picking up detailed information.
Work in groups. Do the reading at home and present your topics, using some visual aids,
explain the vocabulary and give some examples to fully comprehend both, how to take
phone calls and how to take messages. Share in class.

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English Learning Guide
Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF

Reading 1: Time Management Tips for Incoming Phone Calls

BY SUSAN WARD
Updated February 26, 2018

Inbound phone calls can eat up a lot of time and seriously decrease your productivity by pulling
you away from other tasks. But just as there are ways of handling outgoing phone calls that will
improve your time management, there are ways of handling inbound phone calls to cut down on
the amount of time you burn up speaking on the phone - without being rude to the person who's
called you. These phone answering tips will help.

Answer Your Phone With a Proper Business Phone Greeting: For instance, when
answering the phone say something such as, "Cypress Technologies. Susan speaking. How
may I help you?"
Think and Prioritize as You Speak: is the call best handled right now or later? Some calls
are easily answered. Others involve more complex and time-consuming answers. If that's
the case, ask when it would be convenient to call her back later to discuss it.
Use Paraphrasing and Summarizing to Keep Phone Calls on Track: If you're speaking to
someone on the phone who seems to want to chat or stray from the point, say something
such as, "So what I hear you saying is..." or "So the key points are..." or "Is (insert
summary).
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Taken from https://www.youtube.com/watch?v=dnpMqQnt8WY Used by SENA for academic purposes,
exclusively.

GC-F -005 V. 01
English Learning Guide
Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF
Close Each Call With a Summary of the Action You and the Caller Have Agreed On: for
instance, after a conversation during which you arranged a meeting with a client, you
might say, "Good. I'll meet with you at your office at (insert location) at 10 a.m. tomorrow
and we'll go over the samples together."
Keep a Message Pad by the Phones, so You Can Jot Details During the Call: This is not
only good time management , but helps you stay focused on the call. It also saves time if
you need to find and/or review the details of a particular conversation (later).
Give Your Clients and Customers the Email Option: many of them will use email to
contact you rather than phoning if they know what your email address is. Ensure that your
company's email address is prominent on your business cards and on your website if you
have one. If you have their email addresses, send email to your current clients and
customers, mentioning the email option and presenting it as a way to
improve communications.
Use Technology to Manage the Time You're Spending Answering the Phone: you could
have an answering machine and voice mail. Then schedule a time to answer these phone
messages each day.
Keep a Written Script of Frequently Asked Questions Posted by Your Phone: It saves you
time if you don't have to search for answers or think about how to answer a particular
request when answering the phone3.

Reading 2: Phone Etiquette 101: Taking a Message

With the following tips, you’ll be able to take detailed, informative messages that
give the recipient everything they need in order to return the call.

Answer the call by the third ring: letting the phone ring beyond the third ring is not
acceptable professional phone etiquette. Answer the call before it reaches the third ring
to start the conversation on the right foot.
Use a professional, informative greeting: as the person picking up the phone for the
company, it’s your duty to let the caller know they’ve reached the right (or wrong)
place. Answer the phone with a professional, informative greeting like this:
“Good afternoon! Thank you for calling Conversational Receptionists. My name is Tara. What can I
do for you?”
*This greeting gives the caller some important identifying information. 1) The time of day, 2) The
company name, and 3) The employee’s name.

Gather the right information: now that the caller has requested to speak with someone
who is unavailable, it’s time to collect the right information from the caller. Taking a
message that will be useful for the recipient means gathering all the information they may
need at the time of the call. Every message you take should include:
 Caller’s name
 Caller’s business or company name
 The best phone number to return the call
 A summary of the purpose of the call

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Adapted from https://www.thebalancesmb.com/time-management-tips-for-inbound-phone-calls Used by
SENA for academic purposes, exclusively.

GC-F -005 V. 01
  The date and time of the call

- Make sure you’ve got the correct info: Repeat the information given back to the caller to
ensure you’ve written it down correctly. This includes the spelling of the caller’s
name and company affiliation, the phone number, and the body of the message itself.
Write the date and time of the call next to the message so the recipient will have this
information as well.

- Deliver the message to the recipient: Once you’ve taken down the message and
ensured what you’ve written is accurate, you can deliver the message to the
recipient. Do this in
the method you’ve already agreed on with the recipient, whether that’s sending the
message via email or text, calling to notify them of the message, or holding the message
until they return. Deliver the message written or typed clearly for the recipient to ensure
they can easily decipher it and return the call later 4.

2.4. Writing practice: Write down a small instruction bullets text for your model company
about "how to offer solutions to customer complaints" you can choose between a phone
call, a letter or a customer complaint at the office. Deliver the document to your
instructor. Take into account:
- what the problem is and what department it belongs to
- give specific information related to what actions need to be implemented, giving a
coherent transition.
- add at least 5 tips to improve performance

3. Extension activities:
- For improving your conversation and keeping small talks going, watch the following video at:
https://www.youtube.com/watch?v=glBGzRw1rWw
- To deepen on how to deal with customers in 4 steps watch at:
https://www.youtube.com/watch?v=ZHaCMZLjCxE
- Visit this website to know more on how to speak to customers:
https://www.wikihow.com/Answer-the-Phone-at-Work
- Based on your instructor’s orientation, explore the following website and practice the
English structures. Do at least 2 activities from each topic studied in class and deliver them
to your instructor http://www.esl-lounge.com/student/grammar-guides/grammar-pre-
intermediate.php
- Also visit the following website to expand your knowledge on the use of connectors for your
written compositions https://sites.google.com/site/maycaingles2011/writing/linkers-and-
connectors
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Adapted from: https://www.conversational.com/phone-etiquette-101-taking-a-message/ Used by SENA
for academic purposes, exclusively.