What is going on future agents from the Call Center Industry?
In today's lesson # 4 we are going to LEARN:
- different ways to INTRODUCE ourselves over the phone.
- what is the correct way TO address your future customers' names.
- SURNAME vs LASTNAME vs FAMILY NAME
- How NOT to sound rude over the phone?
- ROLEPLAY PRACTICE
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There are different ways to INTRODUCE ourselves over the phone let's review some of the following expressions:
1. This is Gordon Wallis
a. You say this when you answer the phone.
b. You say this when you call a company and you don't know the person who answers the phone.
c. You say this when you call someone you know.
2. It's Gordon here
a. You say this when you answer the phone.
b. You say this when you call a company and you don't know the person who answers the phone.
c. You say this when you call someone you know.
3. Gordon speaking
a. You say this when you answer the phone.
b. You say this when you call a company and you don't know the person who answers the phone.
c. You say this when you call someone you know.
How should we address our customers?
Surname and Lastname and family name
INTERESTING FACT OUT CULTURE:
In the US we use SURNAME formally, a FAMILY NAME is less formal and the LAST NAME is the most common in the spoken language. So yes all three can be used interchangeably.
Example:
Nestor
Mr. Nestor
Mr. Artola
Mr. Nestor Artola
Doctor Artola
Pastor Nestor Artola
How NOT to sound rude over the phone?
Is NESTOR at the office?.. NO
Do you have his phone number?… NO.
Do you know what time I can find him?... NO
We can use expressions like I'm afraid and actually.
Actually vs currently
Actually = fact
Currently = Right now.
Instead:
I'm afraid he's in a meeting right now.
Actually, I don't have it.
Actually, you may find him at 3pm
LET'S HAVE SOME PRACTICE | HOW WOULD YOU MAKE THE FOLLOWING STATEMENTS MORE POLITE?
1. Maria, you're from France, aren't you?... NO. I'm from Belgium.
2. Can I talk to Kevin Shields? …. He's not here.
3. Would you like to leave a message?... No, I will call back later.
4. Mr. Artola, Heather's line is engaged!
LET'S HAVE SOME MORE PRACTICE. ROLEPLAY
You got hired from up work as a VIRTUAL AGENT ASSISTANT and your boss's name is Lauren Smith.
LOOK AT THE FOLLOWING SITUATIONS AND START MAKING EXCUSES ABOUT YOUR BOSS.
ROLEPLAY 2
YOUR BOSS WAS ON A BUSINESS TRIP AND IT'S REALLY HAPPY TO INFORM TO THE PRODUCTION DEPARTMENT SHE CLOSED THE DEAL, SO SHE WANTS TO GET IN CONTACT WTH JOSEPH, THE PRODUCTION MANAGER, TO TELL HIM TO START PRODUCTION, BUT HE IS NOT AT THE OFFICE.
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