During this lesson, you will learn how to make phone calls in English in professional settings.
You will learn how to:
- Greet and Introduce yourself
- Do the verification and authentication
- Identify a problem
- Offer a solution
- Wrap up a call
Pre-Task #1 (30 Mins)
Task #1A
Unscramble the words and create questions
Task #1B
Think about how you would respond to such questions
For instance:
- Can I have your name?
- My name is Manuel Campos
Task #1C
Write one of those questions in a piece of paper
- Stand up
- Ask the question written on the piece of paper
- Answer the question by your classmate
- Switch papers
- Do that for ten minutes
Pre-Task #2 (30 Minutes)
Task #2A
Write one of those questions in a piece of paper
One of your is the customer support agent and the other one is the client
Hi, ___________, ___________ speaking,
Hi _______________ I am ___________
How can I help you today?
I am having some issues with ___________
What problem are you having?
____________________
Can I have your client ID number?
My client ID number is ____________________
Can I have your email address?
My email address is ____________________
Can you hold the line for 2 minutes?
sure, no problem
The Problem has been Solved
Thank you so much
Is there anything I can help you with?
Thank you for asking, but everything seems to be fixed now
Have a wonderful day
You too
Pre-Task #3 (35 Minutes)
Task #3A
Answer these questions by your classmates
Information Technology
Instructions:
Ask for the details to implement the action.
Six students will be customer service agents. They will use this form.
The rest of students will be clients who want to customize a Web Application Firewall (WAF).
The customer agents will requires this information from you: (1) Your name (2) Client ID number, (3) Server IP Address, (4) Domain Name (5) Action you want to implement
You can request the following actions (1) blocking a country, (2) blocking an IP address, (3) blocking a user agent (4) blocking an internet service provider
Business Administration
Instructions:
Six students will be customer service agents. They will use this form.
The rest of students will be clients who want to create a Bank Account
The customer agents will requires this information from you: (1) Name (2) Last Name (3) ID Number, (4) Phone Number (5) Place of Residence (6) occupation (7) Email Address (8) Checking or Saving Account
Remember to introduce yourself and wrap up the phone conversation
Break (25 Mins)
Task3A
Take some time off and be back on time
Main Task (1 Hour)
Task4A
Prepare a phone conversation with a partner
Information Technology
During you will have a phone conversation with a client, follow these instructions
Include these details taken from the Cloudways. (1) Hosting Provider, (2) Data center Location, (3) Plan based on RAM (4) Price of the plan.
Make pairs.
Choose who would be an existing client and who would be the customer support agent.
Keep in mind that the client wants to create a website.
The customer agent will help the client choose the best plan for him.
Include all parts of a telephone phone conversation.
Business Administration
During you will have a phone conversation with a client, follow these instructions.
- One of you is the customer support agent and one of you is the client
- The Dialogue is about buying a phone in an online store (Gollo, Monge, Walmart. etc)
- Make sure each one of you have equal opportunities to talk
- Include greetings
- Ask for personal information
- Talk about the brand available
- Talk about the prices
- Wrap up the call
