TLE - Contact Center Services 10

Name: __________________________________ Grade/Section: ________ Score: ___

School: ________________________________ Teacher: __________________________

FOURTH QUARTER
WORKSHEET No. 3
Hold Process
(Returning the Call, Acknowledging and Proper Closing)

Activity 3.1
Matching Type
Directions: Match the key pointers in acknowledging the customer with the sample
script. Write the letter of the correct answer on the space provided.

Answer Key Pointers Script

1. 1. Address using the A. “I am sorry to hear that this happened
customer’s name to you. I will be more than happy to
assist you today and get this issue
2. Acknowledge the fixed.”
problem and your
2. willingness to offer
B. “Thank you, Mr. Vasquez, let me take
help
care of that for you.”
3. Take a relatable
3. approach C. “I would feel the same in your
situation, but we will sort this out.”
4. State Apology
D. “I’m sorry you are having this problem.
4. 5. Give Reassurance Let’s see if there is anything we can do
to help the situation.”

5. E. “I realize that this situation is difficult,

but let’s try and find a solution.”

SCHOOLS DIVISION OF PASIG CITY 1

Caruncho Avenue, San Nicolas, Pasig City
Activity 3.2
Writing a Dialogue

Directions: Create a dialogue between an agent and a caller showing proper closing.
Be reminded of the chronological steps to follow. Write the script on the space
provided.

POSTTEST
A. IDENTIFICATION

Direction: In the statement below, what approaches in acknowledging the customer

are shown by the agent? Place a checkmark on the choices provided.
“I am sorry to hear that, Ms. Raneth. I will be more than happy to assist you today and
get this issue fixed.”
_______State Apology
_______Give Assurance
_______Take a relatable approach
_______Address using the customer’s name
_______Acknowledge the problem and your willingness to offer help

B. CHRONOLOGICAL ARRANGEMENT

Direction: Arrange the steps in closing a call professionally. Write A for the first step, B
for the second and so on. Write your answer on the space provided before each number.

__________ 1. Ask the customer if there is anything else you can assist him with
__________ 2. Let the customer know what will happen next
__________ 3. Thank the customer and summarize what has been accomplished
during the call
__________4. Finish with well-mannered call-closing statement

SCHOOLS DIVISION OF PASIG CITY 2

Caruncho Avenue, San Nicolas, Pasig City
 Caruncho Avenue, San Nicolas, Pasig City
3 SCHOOLS DIVISION OF PASIG CITY
POST TEST
I. IDENTIFICATION
___ ✓__State Apology
___ ✓__Give Assurance
_______Take a relatable approach
___ ✓__Address using the customer’s name ACTIVITY 3.1
___ ✓__Acknowledge the problem and your 1. B
willingness to offer help 2. E
3. C
II. CHRONOLOGICAL ARRANGEMENT 4. D
1. C 5. A
2. B ACTIVITY 3.2
3. A Answer varies
4. D
Key to Correction