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Workshop 4 - Customer Service
Workshop 4 - Customer Service
Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF
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.
- How do you think you could help a customer who is complaining about a delay in a
product’s delivery?
act quickly and prevent the customer from becomes more angry
-offer apologies
-find a solution
-show understanding
English Learning Guide
Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF
2. Skills practice: do the following activities to practice the learn vocabulary and English
structures
Deal-with/ store/ ship/fix/ sales manager/ package/delay/ deliver/ customer support/ loyal/ warehouse/
sales receipt/ item/ order/ dispatch-sent
R// vocabulary:
Deal-with: Tratar con/ negociar (Tratar un asunto para llegar a un acuerdo o solución.)
store: Tienda (Establecimiento en el que se vende cualquier tipo de producto)
ship: embarcación (Vehículo apto para flotar y transportar por el agua personas o cosas)
fix: reparar (Hacer los cambios necesarios a una cosa que está estropeada, rota o en mal
estado para que deje de estarlo)
sales mánager: gerente de ventas (Es la persona encargada de supervisar y dirigir las
actividades de un departamento comercial)
package: paquete( Objeto o conjunto de objetos que están atados o envueltos formando un
bloque para ser transportados)
delay: demora (Retraso en un proceso o actividad)
deliver: entregar (Poner una cosa o a una persona en poder de alguien o bajo su
responsabilidad)
customer support: atención al cliente (Es una herramienta de marketing, que se encarga de
establecer puntos de contacto con los clientes, a través de diferentes canales, para
establecer relaciones con ellos)
loyal: leal
warehouse: depósito (Cosa o conjunto de cosas del mismo tipo que se han depositado en un
lugar)
sales receipt: recibo de compra (Es un documento que le darías a alguien que te compra un
artículo)
item: articulo
order: orden
dispatch-sent: despacho enviado
Case 1:
They sent a sofa bed and there was a hole in the mattress
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English Learning Guide
Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF
He communicates with the area in charge where he bought it so that they can give him a solution as
soon as possible
Case 2:
Sarah Roberts requests information on the status of your purchase. Since several days have passed
and your package has been delayed. She urgently requires it today as it is her friend's birthday
Case 3:
The customer bought a portable media player, which does not turn on because the HDMI cable is missing,
which did not come with the product and must buy it separately
Customer service is to make the customer feel comfortable and happy since it is about serving
and helping them as much as possible.
. Restaurant as a waiter
. warehouse manager
. air hostess
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English Learning Guide
Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF
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.
Consider: 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.
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).
2
Taken from https://www.youtube.com/watch?v=dnpMqQnt8WY Used by SENA for academic purposes,
exclusively.
- 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
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English Learning Guide
Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF
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
3
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
- 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-
preintermediate.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 -
andconnectors
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English Learning Guide
Competency 2
Unit 1: Customer Service
Workshop 4
Centro de Servicios Financieros- CSF
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