Welcome to Scribd. Sign in or start your free trial to enjoy unlimited e-books, audiobooks & documents.Find out more
Download
Standard view
Full view
of .
Look up keyword
Like this
1Activity
0 of .
Results for:
No results containing your search query
P. 1
2-EnG for Customer Care SB

2-EnG for Customer Care SB

Ratings: (0)|Views: 3|Likes:
Published by adaletya

More info:

Published by: adaletya on Oct 31, 2012
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as PDF, TXT or read online from Scribd
See more
See less

10/29/2013

pdf

text

original

 
e
7-18
UNITCal[ entre r...r,|31
2 Comptetehesesentencesromhedialogues. istenagainf nece$ary.Call
thatyouneedomeassistance.type hisn...onemoment...K.it,theproblemeginswithenteringhepassword.4ltheserviceechnicians'chedule nd back n halfan hour.5Does hatsound6youwith anything lse oday?Call z7Onemoment,yourcustomerileonmyscreen.8 So,MrWalker,hatcan-you?
9l
yourorders urgent o hat he temswittbe sentout foryourorder.Goodbye.
cutFttH
Inanycatl entreituation,he irst mpressions crucial. ustomersill remember owyoureatedhemduring he irstcontactnd t maybehe onlychanceo show hatyouarewilling o satisfuhe customer.When ustomersoticerofessionalismndcustomer-focusrom heverybeginning,heir perceptionfthecompanysapositivene.f not,heirmpressions negative and usually tays hatway!Followheseipsor makinggoodmpression:rUseourvoice ndpoliteanguageo signal3Make ureourcustomer nderstandsouand
As
12
3
?
friendly'ready-to-help'ttitude.Gerrypeoking.How can I helpyoutoday?Whatcan I doforyou?lsthereanythingelse canhelpyouwithtoday?z Listen arefultyndmakesureyouunderstandyourcustomers.I see. So,as I understand t, ...lsthat correct?Let meustrepeat hat.
3ilatchthewopartsomake entences ndquestions.
is happywith he service.Does hat sound allright?Doyouhave any otherquestions?I hope thisistoyoursatisfaction.Makeromisesndkeephem.Yourorder willgoout overnight oday.l'll callyoubock n half an hour.Always ollowupand ollow hrough.l'll ringyouwhen he technicianhasinishedherepair worktomakesure everythings allright.
altright?of thisstraight way.hetpou?toyoursatisfaction.repeathat.thatyoureceivehenformationhisafternoon.I canassistouwithoday?youraccountumber,lease?r How anz I witlpersonallyake ure3|hopehiss4Coutdougiveme5Doeshatsound5ls hereanythinglse7l'[ takecare8Letmeustabcdef
c
h
 
32|UNIT Call entreuccess
AUDIO
il'.
vv
r9
4Completehe catlcentre ialoguewith the phraseselow. hen isten o checkouranswe]s.I'dustike o confirmourcontactetails.couldgooverourorderagain?Mayhelpyou?Canhelpyouwithanything lse?ls hat right?Couldou givemeyourcustomernumber,lease?OK, et meustrepeathat.Agent Goodmorning. ceBeverageselptine.Customeres,lease.need oplacen orderorredandourwhite formy estaurant.tenmore ases f mystandardouse inesixAgentltsoundsikeyouhaverderedromusbefore.
!
Customer fcourse,ere tAgentAhyes,MrGreenis ..uh ..55oo8-zz.fromSuavo estaurant.So, hat'srWaltontreet,eading.CustomerNo, hat'sour old address. e'veustmovedo43HighStreet.henewpostcodes RGr XL.
AgentCustomerAgentCustomer
That's ighStreet, eading, Gr XL.
Agent
Sure,hat'soproblem.ecandispatchtbyrro'ctock.K,MrGreen,
Voc that'q, risht
-' 'D"*'
OK, 'veupdated urdatabase.etme ustypeinheorder... K ..Look,'m eatlyn a bind.Couldoudo a rushorder n hewineso hatwegettby hisevening?
CustomerAgentCustomerAgent
casesed, ouYes,hat's ll6.You'dikeourtandardrderfhouse ine,ixr white. ndwe'll ushheorder o hat t arrives yapproximatelyp.m.correct.hankouorhelpingmesoquickly.Mypteasure.No,hankou.That'stl or oday. ye ow.Goodbye.
 
UNITrl Callcentreru...rr|88
5com@thcrtiltrssrsrlttr*ftonthrtlrL
r Areyoureadyoyourorderoday?z Areouplanningopayby ransfer r creditard,rwouldouike o have monthlyplan?3OK, ir,hegoodsren stock ndcanbestraight way.4lf itburg€nt,ecan end t asaorder o makeureoueceivetbyThursday.ouldoupreferhat?
5eanou
mehe temnumberromheplease?5Letmecheck ndcallyou acknonehourwithaon heprice.7We'ltnclosehewithhegoods.8Wecan end hegoodsydeliveryo hatyou'llgethem henextday.6 bok rtthedlelogrn llow wouldyoumpruuthe agsnt's rnguagoomekoegoodmprcxlon onthccuctomer?Customerello.ohnNormanpeaking
Agent
Customersaid, his sJohnNorman.hattN-O-R-M-A-N.Agent Thanks, rNorman.Customer'dike o have he atestaccountancyoftware.
Asentfff;F3'.
Customer heatestaccountancyyoufveotnyourcatalogue.
Agent OK,Customer 'd like five,please.
Agenteood.ffit
Customer34Delman oad,rightonNr4QJ,ngland.
Agent
Urltscurtomcr.furedscntencego ruplrcc r7 e!cc.
1
CustamerWell,whenwill I receive he software?
2
34567

You're Reading a Free Preview

Download
scribd
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->