Professional Documents
Culture Documents
Cca Guide
Cca Guide
Index
Customer service ................................................................................................................................. 2
5 easy steps to solve an issue .......................................................................................................... 3
Tips for customer service ............................................................................................................ 4
Key spelling.......................................................................................................................................... 5
Military alphabet ............................................................................................................................. 6
Useful phrases for service and sales ........................................................................................... 7
How to place a customer on hold ................................................................................................... 8
Sales and overcoming objections................................................................................................ 9
6 easy steps to sell ........................................................................................................................ 10
Common call center vocabulary ............................................................................................... 11
Capturing American names ,addresses, credit cards, cities, states and emails ....................... 12-20
The most common job interview questions ............................................................................. 21
Map of The USA............................................................................................................................. 22
By Rodrigo Galdamez.
2013-2014 www.english4callcenters.com
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Call center guide
“Congratulations for your new job”
Customer service
Customer service is about helping your customer to resolve questions , issues , problems or doubts
they have about the company you work with.
Most call centers require agents with exceptional customer service skills because the accounts
where you will work with want to provide the best customer service ever to their customers.
Think of this SONY hires transactel to handle its customer service and transactel hires you to do it.
To be successful in a call center you need to know the basics of customer service , steps to solve
an issue and useful phrases to calm down customers.
2013-2014 www.english4callcenters.com
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3. Offer a solution
Agent: please let me go ahead and make this up for you , /let me make this right I will…/I
can offer you…./
4. Ask the customer if he is satisfied.
Agent: Sir/ma am Is there something else that I can help you with? / Have I resolved this
issue to your satisfaction?
5. Thank the customer and wrap up
Ok sir thanks for giving me the chance of making this right for you . thank you for calling
to pizza cap have a nice day/ night.
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3 .Be empathetic
Put yourself in the customer shoes and offer the best solution possible
4. Be efficient
Resolve issue as soon as possible don’t waste time if you are unsure of what to do ask your
supervisor.
5.Be accurate
Always tell the truth to customer , don’t lie , don’t invent.
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Penny
This is super important since many times on the phones many consonants sound the same
In a call center you will use information such as names, addresses, credit cards, cities , states and
emails and you need to be able to get that information accurately that’s why keyspelling is
essential in call center communication
You will ask the customer to keyspell that like: “ Can you keyspell that for me ?”
Once you get it or you are not sure of the spelling you keyspell the info back to customer.
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This is the military alphabet which is very common in call centers
Character Telephony Pronunciation
A Alpha AL-FAH
B Bravo BRAH-VOH
C Charlie CHAR-LEE
D Delta DELL-TAH
E Echo ECK-OH
F Foxtrot FOKS-TROT
G Golf GOLF
H Hotel HOH-TEL
I India IN-DEE-AH
J Juliet JEW-LEE-ETT
K Kilo KEY-LOH
L Lima LEE-MAH
M Mike MIKE
N November NO-VEM-VER
O Oscar OSS-CAH
P Papa PAH-PAH
Q Quebec KEH-BECK
R Romeo ROW-ME-OH
S Sierra SEE-AIR-RAH
T Tango TANG-GO
U Uniform YOU-NEE-FORM
V Victor VIK-TAH
W Whiskey WISS-KEY
X X-Ray ECKS-RAY
Y Yankee YANG-KEY
Z Zulu ZOO-LOO
2013-2014 www.english4callcenters.com
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Call center guide
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.
I am sorry .
I am so sorry to hear that
Please let me help you with that
I will be happy to help you.
Please tell me what happened.
I will take care of this.
I apologize for this inconvenience
I see what you are saying.
I totally agree with you.
Give me a chance to make this right for you.
Let me make it up for you
I am listening.
I understand.
I am sorry that this happened to you.
I am here to help you.
I am on your side
Lets find a solution together
Would that be ok with you?
Is that ok with you.
Have I resolved this issue to your satisfaction?
Would it be something else that I can help you with?
Thank you.
Please
Bear with me for a moment
Give me a minute please while I look into your case
Would you mind if I place you on hold sir?
I appreciate it.
May I have your name so I can address you better?
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Correct: Would you mind if I place you on hold so I can work on your
order?
Correct: Is it okay if I place you on hold while I find a solution for your
situation?
Hold time should not exceed 2 minutes but if you need more time
You can say “ Thank you for holding Would you mind continue to hold I am
still working on your case I will be right back,
And always remember to thank the customer for holding , “ thank you for holding
ms. Claire..”
2013-2014 www.english4callcenters.com
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Call center guide
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Sales
Your objective with the customer whenever you are selling is : To help the customer to buy.
When you sell some customers might present objections here is a list how to overcome
objections.
I can offer you a discount if you place the order right now with me.
You have me on the phone, I can save you time and make sure this order gets placed.
3. I am not sure…
Agent : what is it that you are not sure , maybe I Can help you?
2013-2014 www.english4callcenters.com
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AMERICAN NAMES, ADDRESSES, EMAILS , PHONE NUMBERS AND CREDIT CARDS
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first and last name Savannah CAMPBELL
Address 1624 Pioneer St Suite B
city and zip code Enumclaw, WA 98022
phone number (360) 226-2013
Email jamesbond001@usa.net
credit card 7879-9898-3464-0022
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The most common job interview questions and answers.
1.Tell me about yourself
21. how do you calm down an irated customer ? 22.what are your skills?
2013-2014 www.english4callcenters.com
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Map of the USA
DE
WA WY OK MS FL DE
WASHINGTON WYOMING OKLAHOMA Mississippi FLORIDA DELAWARE
OR CO TX TN WV NJ
OREGON COLORADO TEXAS TENNESSEE WEST VIRGINIA NEW JERSEY
NV NM IA AL VA CT
NEVADA NEW MEXICO IOWA ALABAMA VIRGINIA CONNECTICUT
CA ND MO MI NC RI
CALIFORNIA NORTH DAKOTA MISSOURI MICHIGAN NORTH CAROLINA RHODE ISLAND
MT SD AR IN SC MA
MONTANA SOUTH DAKOTA ARKANSAS INDIANA SOUTH MASSACHUSETT
CAROLINA S
ID MN LA OH PA VT
IDAHO MINNESOTA LOUISIANA OHIO PENNSYLVANIA VERMONT
UT NE WI KY NY NH NEW
UTAH NEBRASKA WISCONSIN KENTUCKY NEW YORK HAMPSHIRE
AZ KS IL GA MD ME
ARIZONA KANSAS ILLINOIS GEORGIA MARYLAND MAINE
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Flyers
Rotulos internos
Cortinas
Formatos alumnus
Caja
Sellos
Pag web
Anuncio diario
Ventiladores
Oasis
Rejojes
Basureros p bano
Toilet paper
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Audios to listen
Mesas
2013-2014 www.english4callcenters.com