Essential Qualities of a Call Center Representative | English Course #8

I'm very patient 

In a job interview for a call center, you can be asked: What qualities do you have for this customer service position? and if you answer any of the following qualities you will be considered a possible candidate for that position. Learn some of the qualities you should have:

1. Sensible approach,

2. patient,

3. knowledgeable,

4. enthusiastic,

5. polite,

6. sense of humor,

7. responsible,

and learn much more here. 

I. IN YOUR OPINION:

What characteristics should customer service representatives have? 

II VOCABULARY AND EXAMPLES 

1. Sensible approach

2. patient

3. knowledgeable

4. enthusiastic

5. polite

6. sense of humor

7. responsible

Examples:

1. Their customer service representatives had a sensible approach to the matter.

2. She's very patient with customers. 

3. He's very knowledgeable about this product. 

4. She's very enthusiastic about handling customers' questions

5. He is always polite to everyone on the floor. 

6. A sense of humor is a great asset in the customer service industry. 

7. You are the only one responsible for your results. 

III. LISTENING  

Is a career as a Call Center Representative right for you? Call Center representatives need a specific set of 1._______________. They must have a 2._______________ _______________ to unusual problems.  Dealing with customers is 3._______________. Representatives must be 4._______________, kind and 5._______________.  However, these are not the only important attributes.  Representatives also need to be 6._______________  about their customers and their company.  Representatives should be 7._______________ about  providing help and advice. They must be honest and 8._______________ at the same time.  Good representatives have a 9_______________ _______________ _______________.  However, they also remain professional at all times.  Representatives must be 10._______________ by honoring promises to customers.

Answer KEY

Is a career as a Call Center  Representative right for you? Call Center representatives need a specific set of characteristics. They must have a sensible approach to unusual problems.  Dealing with customers is challenging. Representatives must be friendly, kind and patient.  However, these are not the only important attributes.  Representatives also need to be knowledgeable about their customers and their company.  Representatives should be enthusiastic about providing help and advice. They must be honest  and polite at the same time.   Good representatives have a sense of humor.  However, they also remain professional at all times. Representatives must be responsible by honoring promises to customers.

IV. COMPREHENSION 

1 What is the main idea of the brochure? 

A) how representatives should interact with management 

B) various types of call center customers 

C) characteristics required to be a call center ... . representative 

D) different jobs for representatives with different qualities 

2 What quality describes someone who keeps promises to customers? 

A) friendly 

B) patient 

C) polite 

D) responsible 

3 According to the brochure, what should representatives be knowledgeable about? 

A) their company and customers 

B) other representatives' schedules 

C) the types of phones used in call centers 

D) the locations of other call centers