Introduction to customer service
All you will learn about english for customer service
What is customer service?
Ways customer service is performed
How important is customer service?
Customer service journey
Quiz: Introduction to customer service
Principles of good customer service
Eventos semanales de English Academy
Customer service as a team
Don’t act like a robot
Every second counts
Is the customer always right?
Quiz: Principles of good customer service
Customer service skills
Patience and unflappability
Active listening and attentiveness
Willingness to learn
Quiz: Customer service skills
Role-play: what to do
Role-play: what not to do
To do list
Rapport (n.) A good understanding of someone and an ability to communicate well with them.
Softener (n.) A word that softens up what comes next in order to make it polite or not invasive.
If you don’t mind me asking: Used in order to be more polite when you say something that could slightly upset, annoy, or embarrass someone.
Unflappable (adj.) Not likely to get worried, nervous, or angry even in difficult situations.
Hectic (adj.) Full of activity, or very busy and fast.
Come up with (v.) To suggest or think of an idea or plan.
Reciprocity (n.) Behavior in which two people or groups of people give each other help and advantages.
Scarcity (n.) A situation in which something is not easy to find or get.
Liking (n.) A feeling that you like someone or something; the fact of liking someone or something.
Consensus (n.) a generally accepted opinion or decision among a group of people.
Guarantee (n.) a promise that something will be done or will happen, especially a written promise by a company to repair or change a product that develops a fault within a particular period of time.
Warranty (n.) a written promise from a company to repair or replace a product that develops a fault within a particular period of time, or to do a piece of work again if it is not satisfactory.
Compensation (n.) money that is paid to someone in exchange for something that has been lost or damaged or for some problem.