How to survive to costumer service.pptxl

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1. How to Survive a Customer Service Job : Course for Adults Proposal

2. Why the course is relevant? 01 English call centers are workplaces with a high demand for personnel English call centers offer higher remuneration than a other colombian companies 02 03 Offer an opportunity to improve language skills 04 Gaps in the training process 05 You will learn how to deal with customers 06 Improve your work skills

3. Course description and target group The course is intended to function as a basic and concise guide for those interested or belonging to the world of customer service in call centers. Is a four-week course, made up of three units and one project.

4. General Apply the knowledge learned in the course on customer service and work management to improve their working skills. Specifics To provide plenty of informative and practical material regarding the customer service field. Objectives

5. Competences to develop Speaking 40% 01 Reading 15% 03 02 04 Listening 30% Writing 15%

6. Competences developing Theoretical framework Skills SIOP PBL Calls Etiquette Skills to boost performance ESP Types of clients Create your own training

7. contents 01

8. Step 1. Calls Etiquette. Learners can use the most common situations in calls. Learners will be able to identify basic actions performed by CS agents. Learners will be able to perform the right action depending on the situation.

9. Step 1. Calls Etiquette. Lesson a: listening Lesson b: writing Lesson c: reading Book example unit one: https://www.canva.com/design/DAFQ6oxTflE/seaPI17lQWVHr3yC1CssRA/edit?utm_content=DAFQ6oxTflE&utm_campaign=designshare&utm_medium=link2&utm_source=sharebutton

10. Step 2. Skills to boost performance. Learning outcomes Students learn about the skills necessary to work as customer service agents. Students will be able to identify situations where learned skills are put into practice. Students will be able to identify the soft and hard skills they already possess Students will be able to identify the soft and hard skills they must acquire to work as customer service agents

11. Step 2. Lesson A Step 2. Lesson B Step 2. Lesson C reading comprehension how to make a customer happy?

12. Step 3. Diversity in customers Students will be able to identify the different types of customers Students will be able to act in the face of the different situations that can be created with clients

13. Step 3. Lesson A Step 3. Lesson B Step 3. Lesson C EXTRA PRACTICE 1 What types of communication do you think people in customer service use frequently with different types of clients? make five examples 2 What kinds of problems with communication in customer service do you think people might have? useful vocabulary, what expressions can an agent use according to each type of customer 2 choose a type of client and make a situation using the key vocabulary given in the chart Reading comprehension about what are the different types of customers Listen to the audio about which protocol should be followed with each type of client and answer the questions

14. Step 4. Let’s do it a project Students must demonstrate ownership of the knowledge learned in the previous units. Students will be able to use key vocabulary for customer service.

15. Step 4. Let’s do it a project LET'S DO IT! In groups of two people, the first major training simulation project of your own customer service company will be created. F or this you need: Step one A name for your company Establish to which public it will be directed and what services it offers Step two Divide the roles one should be the customer and another the customer service agent Step three Design a training plan for customer service agents, this should include practice exercises that will be used for the new customer service representatives of your company Step four You must be prepared to socialize in your class. luck.