Vocabulary-Boost Mobile.pdf para estudiantes del idioma ingles

Para estudiantes del idioma ingles

1. We’re very excited to start this new adventure with you, and we’ve prepared this
document with information that will give you an upper hand on your training’s
vocabulary, allowing you to be better prepared for success.
WELCOME!
BOOST MOBILE VOCABULARY

2. States and
Abbreviations

3. States and
Abbreviations

4. Addresses
St: Street
Av: Avenue
Blvd: Boulevard
Dr: Drive
Rd: Road
Apt: Apartment
Ln: Lane
Cir: Circle
Ctr: Center
Ct: Court
https://desktop.arcgis.com/es/arcmap/10.7/manage-data/geocoding/commonly-used-address-locator-styles.html
Cardinal Points
N: North
S: South
W: West
E: East
Fwy: Freeway
Pl: Place
Pln: Plain
Sq: Square
Ter: Terrace
Vlg: Village
Hts: Heights
Hwy: Highway
Suite: Floor
ZIPcode

5. Phonetic Alphabet

6. Vocabulary
Collections (Colekshons): something that is collected; a group of objects or an amount of material accumulated
in one location, especially for some purpose or as a result of some process.
Payment (Peiment): the action or process of paying someone or something or of being paid.
Charge(Charch): amount of moneyfor something, especiallyaservice or activity.
Refund(Rifond): pay back money, typically to a customer who is not satisfied with goods or services bought.
Bank account (Bank Acaunt): an arrangement made with a bankwherebyone may deposit and withdraw money.
Credit Card (credit card): isa type of credit facility, provided by banks that allow customers to borrow funds
within a pre-approved credit limit. It enables customers to make purchase transactions on goods and
services.
Discount(Discaunt): is adeduction from the usual cost of something.
Business Days (BisnesDeis): generally considered to be Monday through Friday from 9 a.m. to 5 p.m. local
time and excludes weekends and public holidays.

7. Vocabulary
Mobile device (Mobaildivais): Cellphone.
Charger(Charyer): a device for charging the battery of the cellphone.
Screen(Escriin): a flat panel or area on an electronic device.
Troubleshooting(Trobelshuring): the process of solving problems step by step.
Connect/ Connection(Conect/ Conecshon): When a person is able toget signal on the
cellphone or to get energy into the charger connector.
Turn Off / Turn On (Torn of / Torn on)
Restart (Ristart): the act of turn off the cellphone and turn it on again.
Type(Taip): write something using the cellphone or computer keyboard.

8. Vocabulary
Cellphone Settings ( CelfonSerins): An item on the user’s device where the wireless connections
or a particular item can be set.
Download(daunload): Copy data from one system to another.
Replacement(Repleisment): get a new device that replace the old one.
Third Party (terdpari): relating to a person or company besides the two primarily involved in a
situation.
Switch(Suitch): change one device to another, or from one application to another.
Slide Down (Eslaiddaon): the act of move down the finger in a smooth way in the screen.
Update(updeit): get the new version of something.
Menu (Meniu): the different applications the customer has access on the cellphone.
Steps(Esteps): phases to follow to complete a process.

9. Cellphone-Vocabulary
Parts of a Cellphone

10. Cellphone Vocabulary

11. Empathy statements
These statements will help you to show empathy and kindness when customers are having
issues with the product or service.
“I know others who have been in your situation and what we did to successfully help them
was…”
“I will quickly put this into action for you and then everything will be back to normal”.
“I know you have talked to different agents but let me be the one solving your issue today”.
“I can imagine how you are feeling right know, so let me help you with this issue.”
“If I were in your position, I would feel exactly the same…”
“I know how frustrating it can be –let’s see how I can help you…”
“I am going to take care of this for you”.
“I’m afraid that we cannot offer you X, but what I can do for you is…”
“That sounds frustrating, let’ me help you with this situation”.
“I do apologize for the inconvenient. I’m here to help you”

12. Commonly used phrases
•Goodmorning!Mynameis…HowmayIhelpyoutoday?
•Goodmorning!“Jhon”speaking.HowcanIhelpyou?
•Itwillbeapleasuretohelpyouwiththis.
•Thankyoufortheinformation,letmegoaheadandlookforthisonthesystem…
•Couldyoupleaseprovidemewithyourfullname?
•Couldyoupleaseprovidemewithyouraccountnumber?
•MayIhaveyourphonenumber?
•MayIhaveyouaddress?
•MayIhaveyouremailaddress?
•Couldyoupleasetellmewhatisthemessagethatyouseeonthescreen?
•Couldyoupleaseprovidemewithmoredetailsaboutyourissue?
•Couldyoupleasetellmeifthescreenisblackorisbroken?
•Yourpaymenthasbeenprocess,yourreferencenumberis…
•Theaccountnumberprovidedis...Alsoyourfullnameis…andyouraddressis…
•Thephonenumberregisterontheaccountis...
•Themodelofyourdeviceis…
Greetings
Probing questions
Recap

13. •MayIplaceyouonholdforafewminuteswhileIcheckyourinformation?
•CouldyoubesokindtoletmeplaceyouonholdforacoupleofminuteswhileI
reviewthisinformation?
•DoyoumindifIplaceyouonabriefholdfor1or2minutes?
•I’mstillworkingonyourrequest;doyoumindifIplaceyouonholdjustfor2more
minutes?
•I’msorryIdidn’tcatchthat.Couldyoubesokindtosayitagain,please?
•I’msorryforthat.Ididn’tcatchit.
•Iunderstandthatyouarehavingproblemswith(customer’sissue)...Itwillbea
pleasuretohelpyou.
•Icandefinitelyassistyouwithyourrequest.
•Iunderstandyouneedtoreportaproblemwithyourservice,letmehelpyouwith
that.
•IsthereanythingelsethatIcanhelpyouwithtoday?
•Itwasapleasuretoassistyoutoday.Haveagreatday.
•Thankyouforyourtime,haveawonderfulday.
•IsthereanythingelsethatIcandoforyou?
•ThankyouforcallingBoostMobile,haveaniceday.Takecare.
Asking time
Farewell
Acknowledge