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Inbound calls

Inbound calls

Assessment

Presentation

English

Professional Development

Medium

Created by

Ana Dávila

Used 1+ times

FREE Resource

10 Slides • 37 Questions

1

Inbound calls

By Ana Dávila

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I hope you had an amazing weekend, and that you feel full of energy today!​

by ana davila

Hello Everyone!

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Class discussion:

Inbound calls

  1. What are inbound calls?

  2. Which departments usually handle inbound calls?

  3. How can a customer service representative help a customer?

  4. What other kind of work might a customer service representative have to do?

by ana davila

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by ana davila

Reading comprehension

5

Multiple Choice

Question image

What is the purpose of the email?

1

to give tips for improving the end of a call

2

to list strategies or answering calls

3

to describe how to deal with different types of customers

4

to outline a plan for emplyee training sessions

6

Multiple Choice

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Which of the following is NOT suggested in the email?

1

review details of a call

2

include some personal information

3

double check specific information

4

diconnect the call quickly

7

Multiple Choice

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According to the supervisor, when is a call complete?

1

when the representative gives a summary

2

when the customer and the representative agree that the issue is resolved

3

when the customer has been reassured

4

when the customer gives information

8

Multiple Choice

Question image

Vocabulary: What is a synonym for "purchase"

1

follow

2

hold

3

buy

4

bag

9

Draw

Draw: Customer Service

10

Multiple Choice

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What is a synonym for "issue"

1

terminate

2

make

3

test

4

concern

11

Multiple Choice

Question image

What is the pronunciation for this word: "guide"

1

gui-de

2

gai-d

3

i don't know

12

Draw

Draw: Variety

13

Multiple Choice

Question image

What is attend?

1

atender

2

asistir

3

atencion

4

azafata

14

Draw

Draw: Account

15

Multiple Choice

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What is a request?

1

pregunta

2

solicitud

3

respuesta

4

queja

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Multiple Select

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What is a link

1

enlace

2

relacionar

3

vinculo

4

unir

5

todas las anteriores

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Multiple Select

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What does "comitted" mean?

1

cometer

2

compromiso

3

comprometido

4

entregado

18

Multiple Choice

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Synonym for "inquiries"

1

research

2

system

3

question

4

answers

19

Multiple Choice

Question image

What is the meaning of assist?

1

asistir

2

atender

3

ayudar

20

Multiple Choice

Question image

What is the definition for: Account

1

something that someone asks for

2

a record of a customer's orders and information

3

a problem or concern encountered by a customer

4

to investigate something thiroughly

5

a company's department that gives customers help and guidance

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Multiple Choice

Question image

What is the definition for: customer service

1

something that someone asks for

2

advice or instructions that someone provides

3

a problem or concern encountered by a customer

4

to investigate something thiroughly

5

a company's department that gives customers help and guidance

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Multiple Choice

Question image

What is the definition for: Issue

1

something that someone asks for

2

advice or instructions that someone provides

3

a problem or concern encountered by a customer

4

to investigate something thiroughly

5

a connection between two people or things

23

Multiple Choice

Question image

What is the definition for: Link

1

something that someone asks for

2

advice or instructions that someone provides

3

a problem or concern encountered by a customer

4

to investigate something thiroughly

5

a connection between two people or things

24

Multiple Choice

Question image

What is the definition for: Research

1

something that someone asks for

2

advice or instructions that someone provides

3

a problem or concern encountered by a customer

4

to investigate something thiroughly

5

a connection between two people or things

25

Multiple Choice

Question image

What is the definition for: Request

1

something that someone asks for

2

advice or instructions that someone provides

3

a problem or concern encountered by a customer

4

to investigate something thiroughly

5

A quick answer a representative gives a customer

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Multiple Choice

Question image

What is the definition for: Service

1

something that someone asks for

2

advice or instructions that someone provides

3

a problem or concern encountered by a customer

4

work performed for a business purpose

5

A quick answer a representative gives a customer

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Multiple Choice

Question image

What is the definition for: Support

1

something that someone asks for

2

advice or instructions that someone provides

3

a problem or concern encountered by a customer

4

work performed for a business purpose

5

A quick answer a representative gives a customer

28

Multiple Choice

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A representative's reponsibility is to ______ orders correctly

1

request

2

process

29

Multiple Choice

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A customer with a question can make an _______ with a customer service representative

1

inquiry

2

issue

30

Multiple Choice

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Customers often ask representatives for help making ______ about products

1

account

2

decisions

31

Multiple Choice

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Tech support representatives have to ______ customers through solutions

1

research

2

guide

32

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TAKE A 10 MINUTES BRAK GUYS!

BREAK TIME!

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35

Let's practice...

Can you tell when to use which one?​

by ana davila

36

Open Ended

37

Open Ended

Harry is ___ Friend! ___ has a nice house.

38

Fill in the Blank

They are very happy with ___ new dog!

39

Fill in the Blank

We love ___ little dog

40

Open Ended

he/his wants he/his breakfast.

41

Multiple Choice

We want to see ___ children.

1

ours

2

theirs

3

our

4

my

42

Multiple Choice

Scottland is famous for it's/its rainy weather

1

it's

2

its

3

it

43

Multiple Choice

Susan lives on ___ street. ___ house is very near.

1

her/my

2

the/my

3

she/her

4

my/her

5

it/my

44

Multiple Choice

'What are those?' '....... postcards.'

1

It is

2

Those

3

They are

4

They

5

all the answers are correct

45

Multiple Choice

I like this place and ___ special atmosphere.

1

It's

2

Your

3

They are

4

its

5

all the answers are correct

46

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47

Thank you guys!

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Inbound calls

By Ana Dávila

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