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English Learning Guide

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

Name: Jennifer Hernandez Marmol Cohort: 2504001 Date:01/06/202

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Training program: : accountung and financial information Instructor: Carlos Guerra

management technologist

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, my experience wasn't that bad, because I like interactive with the people and I like know about the
products or situations.
- Give a couple of examples related to customer complaints.
For example, when we are shy and have to speak in public it is very common.
another example is when we don`t know the service or product.

- How do you think you could help a customer who is complaining about a delay in a
product delivery?, ok, first I speak to him, excuse me customer, but I have a problem with the delay of his
product, but we have a present for you.

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 to talk to someone or meet someone, especially as part of your job: She's used to dealing with difficult customers.

store a building in which things are kept until they are needed:a grain/weapons store

ship to make something, especially computer products and equipment, available for sale, or to become available

fix to repair something

sales a person in charge of a company's sales activities and its sales force
manager

package the pay and other rewards that a company manager receives

delay the situation in which you have to wait longer than expected for something to happen, or the time that you
have to wait

deliver to take goods, letters, parcels, etc. to people's houses or places of work

customer help and advice that a company makes available to customers when they have bought something
support

loyal firm and not changing in your friendship with or support for a person or an organization, or in your belief in
your principles

warehous A warehouse is also a type of large store where goods are sold at a reduced price.
e

sales A sales receipt is a transaction record that the seller issues at the time of sale to verify the provided product or service
and the amount the buyer paid
receipt

item something that is part of a list or group of things

order a request to make, supply, or deliver food or goods

dispatch- to send off or away with promptness or speed. dispatch a letter. dispatch an ambulance to the scene. especially : to
sent send off on official business. dispatch a messenger.

2.1.1. Watch the video about dealing with difficult customers at

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

Case 1: Angry customer he bought sofa bed and found a big hole in these store
 Case 2: irritated customer she have not her package and paid the week almost, she doesn't

give dates about his package.

Case 3: customer to solve a problem, he ask help a customer support department, for a

queestiòn about how to operate the dispositive technology.

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Taken from SENA for academic purposes exclusively.
https://www.youtube.com/watch?v=WftgJjk_ggA Used by GC-F -005 V. 01

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?
is when you have customers, you`re trying to make your customer as comfortable and happy as possible.

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

The hotels, for example as a clerk in the lobby as a bellhop you will be using customer service.
the restaurants, manager of a store, the hospital or business.

- mention at least 2 problems that might bring customer complaints

charged them too much for something, they're in a store and the lineups are too long, maybe a customer is at a
hotel and they`re very unhappy because the wifi isn't working.

- what is the word LAST to mean?

Listen
Apologize
Solve
Thank
- Identify the principals, vocabulary and expressions for each one of the words related to
the LAST approach.
Find out what the problem is.
What seems to be the problem?

Show you`re listen listening

so what you`re saying is
let me get this right

if the person is rude

 I really want to help you, but your language is getting in the way i understand you`re
frustrated please calm down so i can help.
how can help you

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.

customer: hello good morning,what is your name

customer service: hello good morning how are you, my name is Jennifer Hernandez Marmol
I can to help you
customer: I have problem with your product, it's not funciòn
customer service: excuse me, I can ask for you? you read the characteristics of the manual.
customer: hee, not why
customer service: because you are connected the dispositive very bad, so you present wrong
customer:ok, i make right now, thanks
customer service: no, problem, i am here for your requirements, for you need.

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 1
▪ A summary of the purpose of the call
 customer Hellen Alvarez: Good afternoon, how are you?, my name is Hellen Alvarez, I have a
problem with the vacuum, it isn´t working.I need to help me, I was buyed the vacuum
the last week.
customer service: Good morning miss >Hellen, I am good and wait, you are good too, sure i
can to help you, I need you said me, what is the problem at moment of opened.
customer Hellen Alvarez: Sure, the vacuum it have sound strange, as the old car.
customer service: excuse we, I need to you at our office or a store y come with the product,
we need change.
customer Hellen alvarez: it´s that good, really thanks you, bye.

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

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English Learning Guide

Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF
▪ 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 later4.

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.

GC-F -005 V. 01