Contact us, Call center, Englis skills, McCarthy H., Lockwood J., 2010.
This coursebook is based on a sociolinguistic theoretical framework. This encompasses ways of exploring language and culture in context. The coursebook is aimed at adult learners and draws on best practices in adult learning. These frameworks are applied to communication development in the call center industry and exemplified in Contact US! Understanding these will help you to use the course to its full potential.
Predicting customer need.
The caller wants to buy medicine for his cattle as a bulk order. His cattle are dying and the need for a bulk order is a cost-cutting and time-saving solution that the vet had advised. The agent informs the customer that this is not allowed under company policy, and is generally unsympathetic to the customer’s obvious concern and frustration.
With this activity the scene is set and the learners’ attention is focused on a specific content. The activity can be done either as an open activity or as group or pair work. Allow the learners a few minutes to prepare their ideas. The ideas can then be presented to the class. The trainer can increase interest by saying: Now, let’s find out if you are right, before starting to play the recording.
Contents.
Unit 1 Being clear and polite.
Unit 2 Predicting customer need.
Unit 3 Explaining and giving instructions.
Unit 4 Defusing anger.
Unit 5 Probing for information and admitting mistakes.
Unit 6 Dealing with compaints and checking information.
Unit 7 Showing empathy.
Unit 8 Thinking aloud and building solidarity.
Unit 9 Keeping control of an aggressive call.
Unit 10 Dealing with sarcasm.
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Теги: учебник по английскому языку :: английский язык :: McCarthy :: Lockwood
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