Call Center Job | English Practice
19.6 هزار بار بازدید -
2 سال پیش
-
In this lesson, a model
In this lesson, a model conversation based on taking a customer order is used to help call center operators and customer service representatives practice telephone skills with customers. Viewers can role play the conversation to help improve their English language and customer service speaking skills. This lesson will help anyone looking to sound more polite and professional in the workplace. Additionally, it is an excellent English language training resource for people looking to work in the English call center business, and also for call center businesses to use for training material. Additionally, this video can be used as an ESL lesson for students to practice placing a telephone order for a product or service.
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Steve
#SnglStepEnglish #CallCenterEnglish
⏱TimeStamps⏱
0:00 - Role Play Practice Call - Taking an Order
0:52 - Asking For A Customer's Name
0:58 - Asking The Customer To Spell Their Name
1:19 - Asking The Customer For Their Telephone Number
1:43 - Asking The Customer For Their Email Address
2:04 - Asking The Customer For The Shipping Address
2:24 - Confirming Letters And Names Using the NATO Code
2:36 - How To Confirm An Order
2:43 - How To Give The Order Total To The Customer
2:51 - How Would You Like To Pay That?
2:56 - How To Ask The Customer For Their Credit Card Information
3:26 - How To Ask The Customer For Their Credit Card Expiration Date
3:36 - How To Ask The Customer For Their Credit Card Security Code
3:52 - How To Give Customers An Estimated Shipping Delivery
4:01 - Is There Anything Else I Can Help You With?
4:18 - How To Thank The Customer For Their Order
Transcript
Call Center – Customer Order
Agent: Thank you for calling Gabby’s Gift Baskets. How may I assist you?
Caller: Hi. I’d like to order a gift basket.
Agent: I would be happy to help you with that. Which basket would you like to order?
Caller: It’s the regal chocolate basket.
Agent: Alright, sir. We have two sizes for the regal chocolate basket.
Would you like the 10 item gift basket, or the 16 item deluxe gift basket?
Caller: Oh, let’s go with the 16 item one.
Agent: Thank you, sir. The 16 item basket. Would you like to add a balloon or some confetti?
Caller: No, just the chocolate basket this time.
Agent: May I have your name, please?
Caller: Yes, my name is Neil McDougall.
Agent: Could you spell that for me?
Caller: First name is N-E-I-L. Last name is M-C-D-O-U-G-A-L-L.
Agent: Thank you for that information, Mr. McDougall.
Caller: You’re welcome.
Agent: May I have your telephone number with the area code first?
Caller: It’s area code 619, and the number is 704-2951.
Agent: That’s 619-704-2951. Is that correct?
Caller: Yeah, that’s right.
Agent: Could you provide us with an email address?
Caller: Umm, OK. My email is: [email protected].
Agent: [email protected]. May I have the shipping address and name of recipient, please?
Caller: It’s going to Molly McDougall. The address is 3905 West Pine Street. San Diego, CA. And, the zip code is 92126.
Agent: Is the street name P for Papa, or V for Victor?
Caller: It’s P as in Papa. West Pine Street.
Agent: Thank you. Just to confirm, you are ordering the 16 item regal chocolate basket for Molly McDougall. The total amount for your order is $89 dollars and 98 cents.
Agent: How would you like to pay for that?
Caller: On my Visa card.
Agent: Alright, sir. I am ready for your card number.
Caller: The card number is 123456-789-01234-56.
Agent: Let me just confirm the number. It’s 1234-5678-9012-3456.
Caller: That’s right.
Agent: May I have the card expiration date?
Caller: Sure, it’s 12/2027
Agent: Thank you. Could you tell me the security code on the back of the card?
Caller: Hold on a sec, it’s 394.
Agent: Thank you for that. Your order is all set.
Caller: Great. Will it arrive this week?
Agent: It will ship within 48 hours. You can expect delivery in 3-5 business days.
Caller: That should be fine.
Agent: Is there anything else I can help you with?
Caller: No, that should do it for now. I sure hope my mom likes these chocolates.
Agent: I’m sure she will. This basket is our most popular item.
Caller: Well, that’s good to know.
Agent: Thank you again for calling Gabby’s Gift Baskets. Have a nice day.
Caller: Thanks, goodbye.
Please LIKE, SHARE and COMMENT on this video.
Thank you so much!
Steve
#SnglStepEnglish #CallCenterEnglish
⏱TimeStamps⏱
0:00 - Role Play Practice Call - Taking an Order
0:52 - Asking For A Customer's Name
0:58 - Asking The Customer To Spell Their Name
1:19 - Asking The Customer For Their Telephone Number
1:43 - Asking The Customer For Their Email Address
2:04 - Asking The Customer For The Shipping Address
2:24 - Confirming Letters And Names Using the NATO Code
2:36 - How To Confirm An Order
2:43 - How To Give The Order Total To The Customer
2:51 - How Would You Like To Pay That?
2:56 - How To Ask The Customer For Their Credit Card Information
3:26 - How To Ask The Customer For Their Credit Card Expiration Date
3:36 - How To Ask The Customer For Their Credit Card Security Code
3:52 - How To Give Customers An Estimated Shipping Delivery
4:01 - Is There Anything Else I Can Help You With?
4:18 - How To Thank The Customer For Their Order
Transcript
Call Center – Customer Order
Agent: Thank you for calling Gabby’s Gift Baskets. How may I assist you?
Caller: Hi. I’d like to order a gift basket.
Agent: I would be happy to help you with that. Which basket would you like to order?
Caller: It’s the regal chocolate basket.
Agent: Alright, sir. We have two sizes for the regal chocolate basket.
Would you like the 10 item gift basket, or the 16 item deluxe gift basket?
Caller: Oh, let’s go with the 16 item one.
Agent: Thank you, sir. The 16 item basket. Would you like to add a balloon or some confetti?
Caller: No, just the chocolate basket this time.
Agent: May I have your name, please?
Caller: Yes, my name is Neil McDougall.
Agent: Could you spell that for me?
Caller: First name is N-E-I-L. Last name is M-C-D-O-U-G-A-L-L.
Agent: Thank you for that information, Mr. McDougall.
Caller: You’re welcome.
Agent: May I have your telephone number with the area code first?
Caller: It’s area code 619, and the number is 704-2951.
Agent: That’s 619-704-2951. Is that correct?
Caller: Yeah, that’s right.
Agent: Could you provide us with an email address?
Caller: Umm, OK. My email is: [email protected].
Agent: [email protected]. May I have the shipping address and name of recipient, please?
Caller: It’s going to Molly McDougall. The address is 3905 West Pine Street. San Diego, CA. And, the zip code is 92126.
Agent: Is the street name P for Papa, or V for Victor?
Caller: It’s P as in Papa. West Pine Street.
Agent: Thank you. Just to confirm, you are ordering the 16 item regal chocolate basket for Molly McDougall. The total amount for your order is $89 dollars and 98 cents.
Agent: How would you like to pay for that?
Caller: On my Visa card.
Agent: Alright, sir. I am ready for your card number.
Caller: The card number is 123456-789-01234-56.
Agent: Let me just confirm the number. It’s 1234-5678-9012-3456.
Caller: That’s right.
Agent: May I have the card expiration date?
Caller: Sure, it’s 12/2027
Agent: Thank you. Could you tell me the security code on the back of the card?
Caller: Hold on a sec, it’s 394.
Agent: Thank you for that. Your order is all set.
Caller: Great. Will it arrive this week?
Agent: It will ship within 48 hours. You can expect delivery in 3-5 business days.
Caller: That should be fine.
Agent: Is there anything else I can help you with?
Caller: No, that should do it for now. I sure hope my mom likes these chocolates.
Agent: I’m sure she will. This basket is our most popular item.
Caller: Well, that’s good to know.
Agent: Thank you again for calling Gabby’s Gift Baskets. Have a nice day.
Caller: Thanks, goodbye.
2 سال پیش
در تاریخ 1401/03/26 منتشر شده
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