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What Happened To The Customers Check? Discuss in Pairs and Then Tell The Class. Listen Again. What Would You Have Done Differently?

This document provides guidance and examples for call center agents to politely handle difficult customer situations. It includes sample dialogs where the agent listens to customer concerns, acknowledges their frustration in a calm manner, and works to resolve issues without escalating conflict. The dialogs model responses where the agent explains constraints politely, focuses on problem solving, and sets clear boundaries while maintaining a respectful tone.

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35 views2 pages

What Happened To The Customers Check? Discuss in Pairs and Then Tell The Class. Listen Again. What Would You Have Done Differently?

This document provides guidance and examples for call center agents to politely handle difficult customer situations. It includes sample dialogs where the agent listens to customer concerns, acknowledges their frustration in a calm manner, and works to resolve issues without escalating conflict. The dialogs model responses where the agent explains constraints politely, focuses on problem solving, and sets clear boundaries while maintaining a respectful tone.

Uploaded by

badics
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as ODT, PDF, TXT or read online on Scribd
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Functional language: turning down requests and dealing with angry customers

Warm-up discuss the following questions in pairs:


- Is the customer always right?
- What are some ways of dealing with workplace stresss?
1) isten to to the recording !etween an insurance call center agent"
What happened to the customers check? Discuss in pairs and then tell the class.
Listen again. What would you have done differently?
#) $ircle the !etter answer" Work with your partner and share your answers"
a" %ur super&isor is in a meeting right now"
!" I'm so sorry ma'am( !ut I ha&e instructions to try to sol&e pro!lems without in&ol&ing my
super&isor as much as possi!le" )y hands are tied I hope you understand"
a" I need you to stop shouting"
!" I understand that you are upset( and I would !e too" *ut I can assure you I am doing my !est
to help you ma'am"
a" What is the name of your father?
!" I am going to ha&e to ask you a few questions" +his is !eing done for your own safety and
data security" +hank you in ad&ance for your patience"
a" I need your father's ,%*"
!" I reali-e it's something you tend to forget( !ut please try to work with me on this ma'am" I am
sure you understand how complicated these data!ases can !e"
." /ractice" 0nswer the caller using the most appropriate response"
a" Why didn't I get my check?
!" 111111111111111111111111111111111111111111111111111111111111111111111111
a" 2ou are the only one there?
!" 111111111111111111111111111111111111111111111111111111111111111111111111
a" 3omeone should !e put in 4ail for this"
!" 111111111111111111111111111111111111111111111111111111111111111111111111
a" $an't you hurry up?
!" 111111111111111111111111111111111111111111111111111111111111111111111111
5" 3peak out6
Imagine that you are working at a call center for an online store" +ake turns !eing the caller and call
center agent with your partner" 7se these situations:
- +here is a product that the customer ordered" It was shown as a&aila!le on the we!site !ut the
customer later recei&ed a message saying the product was out of stock" +he payment was sent"
- +he customer ordered some custom +-shirts for gi&ing away as a !irthday present" +hey are all
the wrong si-es"
- +he customer has many questions a!out a product in the online catalog" +he call center agent
has the flu and would like to cut the con&ersation short 8politely6)" +he customer will not gi&e
up"
- +he customer wants to pay !y direct !ank deposit !ut the we! store doesn't support that"
9ow choose the !est con&ersation you had and act it out in front of the class"
$all center agent intonation note: use a natural( falling intonation"

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