Inbound calls

Inbound calls

By Ana Dávila

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

by ana davila

Hello Everyone!

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

by ana davila

​

Reading comprehension

Multiple Choice

What is the purpose of the email?

• to give tips for improving the end of a call

• to list strategies or answering calls

• to describe how to deal with different types of customers

• to outline a plan for emplyee training sessions

Multiple Choice

Which of the following is NOT suggested in the email?

• review details of a call

• include some personal information

• double check specific information

• diconnect the call quickly

Multiple Choice

According to the supervisor, when is a call complete?

• when the representative gives a summary

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

• when the customer has been reassured

• when the customer gives information

Multiple Choice

Vocabulary: What is a synonym for "purchase"

• follow

• hold

• buy

• bag

Draw

Draw: Customer Service

Multiple Choice

What is a synonym for "issue"

• terminate

• make

• test

• concern

Multiple Choice

What is the pronunciation for this word: "guide"

• gui-de

• gai-d

• i don't know

Draw

Draw: Variety

Multiple Choice

What is attend?

• atender

• asistir

• atencion

• azafata

Draw

Draw: Account

Multiple Choice

What is a request?

• pregunta

• solicitud

• respuesta

• queja

Multiple Select

What is a link

• enlace

• relacionar

• vinculo

• unir

• todas las anteriores

Multiple Select

What does "comitted" mean?

• cometer

• compromiso

• comprometido

• entregado

Multiple Choice

Synonym for "inquiries"

• research

• system

• question

• answers

Multiple Choice

What is the meaning of assist?

• asistir

• atender

• ayudar

Multiple Choice

What is the definition for: Account

• something that someone asks for

• a record of a customer's orders and information

• a problem or concern encountered by a customer

• to investigate something thiroughly

• a company's department that gives customers help and guidance

Multiple Choice

What is the definition for: customer service

• something that someone asks for

• advice or instructions that someone provides

• a problem or concern encountered by a customer

• to investigate something thiroughly

• a company's department that gives customers help and guidance

Multiple Choice

What is the definition for: Issue

• something that someone asks for

• advice or instructions that someone provides

• a problem or concern encountered by a customer

• to investigate something thiroughly

• a connection between two people or things

Multiple Choice

What is the definition for: Link

• something that someone asks for

• advice or instructions that someone provides

• a problem or concern encountered by a customer

• to investigate something thiroughly

• a connection between two people or things

Multiple Choice

What is the definition for: Research

• something that someone asks for

• advice or instructions that someone provides

• a problem or concern encountered by a customer

• to investigate something thiroughly

• a connection between two people or things

Multiple Choice

What is the definition for: Request

• something that someone asks for

• advice or instructions that someone provides

• a problem or concern encountered by a customer

• to investigate something thiroughly

• A quick answer a representative gives a customer

Multiple Choice

What is the definition for: Service

• something that someone asks for

• advice or instructions that someone provides

• a problem or concern encountered by a customer

• work performed for a business purpose

• A quick answer a representative gives a customer

Multiple Choice

What is the definition for: Support

• something that someone asks for

• advice or instructions that someone provides

• a problem or concern encountered by a customer

• work performed for a business purpose

• A quick answer a representative gives a customer

Multiple Choice

A representative's reponsibility is to ______ orders correctly

• request

• process

Multiple Choice

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

• inquiry

• issue

Multiple Choice

Customers often ask representatives for help making ______ about products

• account

• decisions

Multiple Choice

Tech support representatives have to ______ customers through solutions

• research

• guide

TAKE A 10 MINUTES BRAK GUYS!

​

BREAK TIME!

Let's practice...

Can you tell when to use which one?​

by ana davila

Open Ended

Harry is ___ Friend! ___ has a nice house.

Open Ended

he/his wants he/his breakfast.

Multiple Choice

We want to see ___ children.

• ours

• theirs

• our

• my

Multiple Choice

Scottland is famous for it's/its rainy weather

• it's

• its

• it

Multiple Choice

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

• her/my

• the/my

• she/her

• my/her

• it/my

Multiple Choice

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

• It is

• Those

• They are

• They

• all the answers are correct

Multiple Choice

I like this place and ___ special atmosphere.

• It's

• Your

• They are

• its

• all the answers are correct

Thank you guys!