Title BE26_Dealing with customers on the phone.pptx ✅

BE 26: DEALING WITH CUSTOMERS ON THE PHONE ENGLISH FOR CUSTOMER CARE Talks English
WARM UP Talks English How well do you deal with customers on the phone? Answer the questions below. How often do you … Forget the caller’s name during a phone call? Exchange a bit of small talk with the customer? Have to ask the customer to repeat information? Take notes during the phone call? Have trouble remembering details of the call after you hang up? always often sometimes never
Overview Talks English Vocabulary related to types of customer service. Listen to a telephone conversation. Useful expressions for making a successful customer care phone call. Practice making arrangements.
VOCABULARY Talks English VOCABULARY DESCRIPTION Customer service representative someone whose job is to provide customer service over-the-phone customer service when customers are helped over the phone face-to-face customer service when customers are helped in person technical support/tech support customer service provided to users of technology. product sales support a type of customer service that involves answering customers’ questions about the products and services outsourcing refers to purchasing goods or services from an outside supplier call center a place where a high volume of phone calls is handled. customer loyalty when a customer continues to buy from a supplier instead of from competitors