Call Center Student's Manual A2
Call Center Student's Manual A2
Call Center Student's Manual A2
Student’s Manual
Exit codes (also known as international access codes or IDD International Direct
Dialing codes) are used for dialing out of your country. For example, the exit code
for Guatemala is 00
Country code
The United States, Canada and some Caribbean countries use the country calling
code 1. Local area codes in these countries are managed by the North American
Numbering Plan (NANP).
Area code
Currently, all area codes (officially called numbering plan areas) in the NANP must
have 3 digits.
Subscriber number
The subscriber number is the number assigned to a line connected to one customer's
equipment. It must always be dialed in its entirety. NANP assign 7 digits to all
telephone numbers.
Conceived in the late forties, area codes were not established until the introduction
of New Jersey's 201 area code in 1951. The area codes used today are an evolution
of the original "North American Numbering Plan."
Initially codes were assigned based on population. The areas with the largest
populations received codes that were quick to dial on a rotary phone. New York was
given 212, Los Angeles 213 and Chicago 312 while more rural areas like Texas and
Kansas got 915 and 913.
Louisiana 225 - 318 - 337 - 504 - 985 Texas 210 - 214 - 254 - 281 -
361 - 409 - 469 - 512 -
682 - 713 - 806 - 817 -
830 - 832 - 903 - 915 -
936 - 940 - 956 - 972 –
979
Maine 207 Utah 435 - 801
Maryland 240 - 301 - 410 - 443 Vermont 802
Massachusetts 339 - 351 - 413 - 508 - 617 Virginia 276 - 434 - 540 - 571 -
- 774 - 781 - 857 - 978 703 - 757 - 804
Michigan 231 - 248 - 269 - 313 - 517 Washington 206 - 253 - 360 - 425 –
- 586 - 616 - 734 - 810 - 906 509
– 989
Minnesota 218 - 320 - 507 - 612 - 651 West Virginia 304
- 763 – 952
Mississippi 228 - 601 – 662 Wisconsin 262 - 414 - 608 - 715 –
920
Missouri 314 - 417 - 573 - 636 - 660 Wyoming 307
– 816
800, 888 and 877 are free phone numbers and cost nothing to call. They are
mostly provided by companies, organizations and government agencies. To call
an 800 prefix from within America you have to dial 1 first. For information on toll-
free numbers, call 1-800-555-1212. You can also call an 800 number from
abroad, but in this case the call will probably not be free.
Often businesses in the United States will use letters instead of numbers in an
attempt to make them more memorable. Sometimes it works, sometimes it
doesn’t. The letters are: 1 – doesn’t have a letter, 2 – ABC, 3 – DEF, 4 – GHI, 5
– JKL, 6 – MNO, 7 – PQRS, 8 – TUV, 9 – WXYZ, 0 – doesn’t have a letter.
For example:
Do you need help with your iPhone? You can call 1-800-MY-iPHONE (1-800-
694-7466)
Do you want to talk to National Geographic? You can call 1-800-NGS-LINE (1-
800-647-5463)
AT&T operates a collect call service for the United States. The number for collect
calls is 1-800-225-5288 (1-800-CALL-ATT). This number can be called and used
from mobile phones as well as land-line phones.
In the United States, fictitious telephone numbers are often used in films and on
television to avoid disturbances by calls from viewers. For example, The
US 555 code was never assigned (with limited exceptions such as 555-1212
for directory assistance). Therefore, American films and TV shows have used
555-xxxx numbers, in order to prevent a real number from being called.
Agent Tip
Most American speakers may change number Zero by “Oh”. For example,
“Nine – oh – oh” (900).
Instructions: Practice the following dialogue using the phone numbers below.
The United States has been using a Zone Improvement Plan (ZIP) Code since 1943.
The rapid and continuous growth of mail demanded the United States Postal Service
(USPS) to use a system that would help its employees to better sort mail. By July
1963, a five-digit code had been assigned to every address throughout the country.
At first, use of the ZIP code was not mandatory for anyone, but in 1967, the Post
Office Department required mailers of second- and third-class bulk mail to presort
by ZIP Code. The public and business mailers alike adapted well to its use.
An extended ZIP+4 code, introduced in 1983, includes the five digits of the ZIP code,
a hyphen, and four additional digits that determine a more specific location within a
given ZIP code. So Dr. Cooper’s address would be:
Dr. Sheldon Cooper
2311 North Los Robles Ave
Pasadena, CA 91108 - 2334
So how are ZIP codes assigned? The first digit designates a broad geographical
area of the United States, ranging from zero for the Northeast to nine for the far
West.
The first digit of the ZIP code is allocated as follows:
2 District of Columbia (DC), Maryland (MD), North Carolina (NC), South Carolina
(SC), Virginia (VA), West Virginia (WV)
3 Alabama (AL), Florida (FL), Georgia (GA), Mississippi (MS), Tennessee (TN)
5 Iowa (IA), Minnesota (MN), Montana (MT), North Dakota (ND), South Dakota
(SD), Wisconsin (WI)
8 Arizona (AZ), Colorado (CO), Idaho (ID), New Mexico (NM), Nevada (NV),
Utah (UT), Wyoming (WY)
9 Alaska (AK), California (CA), Hawaii (HI), Oregon (OR), Washington (WA)
This number is followed by two digits that more closely pinpoint population
concentrations and those sectional centers accessible to common transportation
networks. The final two digits designate small Post Offices or postal zones in larger
zoned cities.
Only the United States Postal Service (USPS) can deliver to a P.O. Box. For this
reason, the recipient may choose to insert their physical (aka street) address as
line two, expanding the complete address to four lines. Providing both allows a
sender to ship via the USPS or via a private carrier.
The state and type of street, e.g. Avenue, is often abbreviated as shown in the
Post Office standard.
The USPS discourages the use of all punctuation except the hyphen in ZIP+4 codes,
slashes in fractional addresses, hyphenated street numbers, and periods in decimal
addresses.
Exercise 1
Practice dictating names, address and phone numbers to each other using the
NATO alphabet.
3.English Dates
Calendar dates can be written in a wide variety of ways in English, and often depend
on formal or informal writing, personal style and whether you are writing British or
American English. In British English, dates are usually written in the order day –
month – year, while in American English they are written month – day – year. Here
are some common ways to write dates in American English:
In American English, the month comes before the day, which means you cannot
use of and rarely use ordinal numbers (adding st, nd, rd, th). Commas should also
be used to separate the day and year, and again the name of the day should come
at the beginning. The date should therefore be written:
April 13
April 13, 2014
Sunday, April 13, 2014
April the 13th or April 13th are not incorrect, but are much less common now.
Dates
Note that when writing dates, you do not have to use st, nd, rd, th, however
you must pronounce the ending when speaking.
Expressing dates
Exercise 1
Pair Conversation. Ask your classmates about when they were born and where
they were born.
Exercise 2
Practice saying these dates.
Exercise 3
Why is my month / year special?
Prepare a small presentation about important events happening the month / year
you were born. You should research for your presentation and not memorize dates.
You need to present and not just provide a list of events.
Exercise 4
Important Events.
Choose an important date: your birthday, Independence Day, and a world event.
4.US Currency
Watch the video provided by your teacher.
Exercise 1
1. Make a list of the different objects that are found in the dollar bill.
2. Make a list of the objects mentioned in the video that have the number 13.
Dollar Amounts
In English we use the word ‘and’ instead of the word ‘with’, to separate dollar
amounts from cents.
Written: $1,650.50
Pronounced: One thousand six hundred fifty dollars and fifty cents
$10.50
Ten Fifty
This means that in informal speaking, customers might be saying “ten fifty” instead
of “ten dollars and fifty cents”.
Dollar amounts and mostly prices tend to be under the hundreds, however, when
used for banking and financial matters, amounts can go up to the thousands.
Amounts are the same in various languages. Dollar (USD$) amounts and amounts
used in Latin American countries such as Quetzal (Q.), Peso ($), Lempira (L),
Cordoba (C$), etc. are not the exception.
It is easier to divide dollar amounts in blocks with 3 numbers for their correct
pronunciation. Each group can also be divided into smaller blocks.
Each group can have a maximum of 999 (nine hundred ninety nine) and then the
name of the block is added (million, thousand, hundred, cents).
It is important to keep in mind that after each block, its label (e.g. thousand), stays
in singular form. If the exact amount is known, regardless of the amount, the label
should always be the same. For example:
$3,000,000.00 Three million dollars
$44,000.00 Forty four thousand dollars
$800.00 Eight hundred dollars
Only the labels “dollars” and “cents” will change if the amount is higher than 1.
Then, the correct way to say the previous amount is: Five million, five
hundred fifty five thousand, five hundred fifty five dollars and fifty five cents.
Commonly, in amounts starting with “1”, the number itself is not mentioned.
Instead, English speakers will change it for the word “a” to show that it is a
unit.
When amounts are even, you don´t need to mention that there are “zero
cents”. You can either use the word “even” or not use any.
Exercise 1
Write down a number; label each block and then check.
$ ________, _________, ________ . __________
Block 1 Block 2 Block 3 Block 4
In letters:
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Exercise 2
Get in pairs, come up with a big number.
__________________________________________________________________
Exercise 3
Write the following dollar amounts in letters.
1. $95,000.00 11. $19.99
2. $231.40 12. $25.15
3. $3,057.99 13. $101.23
4. $656.89 14. $9.20
5. $1,231.60 15. $0.50
6. $84.00 16. $209.60
7. $10.50 17. $99.12
8. $1,865.00 18. $548.10
9. $88.64 19. $1,345,784,000.00
10. $0.92 20. $875,986,543.00
Exercise 4
Prepare your phone / electricity / cable / internet bill or bank statement. Get in pairs
and pretend to be in a call. Take the following conversation as a guide to prepare
for this activity. Complete the dialog.
Agent: Thank you for calling us. My name is ________. How may I assist you?
Customer: I am Orlando Johnson. I´d like to know why my statement is showing
extra charges.
Agent: I will be more than glad to help you with that. As I am seeing here, you
should pay a total of __________, am I right?
Customer: Yes, and I usually pay __________ for this service. I don´t get it.
Agent: I am seeing here, Mr. Johnson, that this month you requested to have the
premium service. That service adds __________ to your bill.
Customer: Oh, I get it. But still, that wouldn´t make any sense!
Agent: Let me check. You are completely right, sir. The extra __________ is due
to a late payment made last month.
Customer: I always pay on time. I even have automatic payments set for this
account.
Agent: I understand your concern. And as you are saying, you have always made
your payments on time. Let me go ahead and remove this __________ charge
from your account.
Customer: Please do.
Agent: Very well. The fee was already removed. Your new total due is
__________.
Customer: Thank you. I appreciate your help.
Agent: Do not worry, Mr. Johnson, it is my pleasure. Remember that starting next
month we will be adding an insurance fee of __________ to your bill.
Customer: Yeah, I received that email. Thanks.
Agent: Yes, Mr. Johnson. I would also like to take advantage and offer you the
new and improved service for __________. It includes many more options that you
would probably enjoy.
Customer: Uhm. I don´t think so. I don´t want to pay more.
Agent: It´s alright, Mr. Johnson. You can continue using your normal service for
$392.50 plus the insurance fee of __________.
Customer: Ok, thanks. I gotta go. Bye.
Los Angeles New York City Philadelphia San Francisco Washington D.C.
Regions
Americans often speak of their country as one of several large regions. These
regions are cultural units rather than governmental units -- formed by history and
geography and shaped by the economics, literature and folkways that all the parts
of a region share. What makes one region different from another? A region's
multicultural heritages as well as distinct demographic characteristics like age and
occupation make regions different and special.
Pacific Region
Five states are part of this region: Alaska, California, Hawaii, Oregon, and
Washington. These are the only states that have any borders on the Pacific Ocean.
New England
There are six states in this region (Massachusetts, Maine, New Hampshire, Vermont,
Rhode Island, and Connecticut). New England was part of the original 13 colonies
that became the United States after the Revolutionary War.
Mid-Atlantic Region
The Mid-Atlantic region of the United States is located in the “middle” of what is
referred to as the East Coast. There is some debate (depending on the source) as
to what is included in this region, but traditionally, these states are Delaware,
Maryland, New Jersey, Pennsylvania, Washington D.C., New York, Virginia, and
West Virginia.
The 50 States
Pronunciation
Abbreviations
Every state has its own abbreviation. Knowing them, will save you time when
entering data in the system.
State Abbreviation PA
Pennsylvania
Alabama AL
Alaska AK Rhode Island RI
Arizona AZ South Carolina SC
Arkansas AR South Dakota SD
California CA Tennessee TN
Colorado CO Texas TX
Connecticut CT Utah UT
Delaware DE Vermont VT
Florida FL Virginia VA
Georgia GA Washington WA
Hawaii HI West Virginia WV
Idaho ID Wisconsin WI
Illinois IL Wyoming WY
Indiana IN
Iowa IA Unincorporated organized
Kansas KS territories
Kentucky KY Guam GU
Louisiana LA Puerto Rico PR
Maine ME Virgin Islands VI
Maryland MD
Massachusetts MA
Michigan MI
Minnesota MN
Mississippi MS
Missouri MO
Montana MT
Nebraska NE
Nevada NV
New Hampshire NH
New Jersey NJ
New Mexico NM
New York NY
North Carolina NC
North Dakota ND
Ohio OH
Oklahoma OK
Oregon OR
This is subject to copyright. 22
Call Center Manual
Alabama AR California HI
Alaska AL Colorado GA
Arizona DE Connecticut CO
Arkansas AZ Georgia CA
Delaware AK Hawaii CT
Florida IN Kansas ME
Idaho IA Kentucky KS
Illinois FL Louisiana MD
Indiana ID Maine LA
Iowa IL Maryland KY
Massachusetts MO Montana NE
Michigan MN Nebraska NJ
Minnesota MS Nevada NH
Mississippi MA NewHampshire NV
Missouri MI New Jersey MT
Exercise 2
Identify the states.
Time Zones
Before the days of long-distance travel, differences in local times weren’t a big deal.
That changed with the rise of railroads in the 1800s. Although it was now possible to
travel significant distances faster than ever before, a multitude of local times,
particularly in large countries such as the United States, made things confusing when
it came to train schedules.
In 1878, Sanford Fleming proposed dividing the world into 24 time zones, each
spaced a certain distance apart, according to measurements made on a globe. This
arrangement was adopted by many countries and divided the United States into four
time zones: Eastern, Central, Mountain, and Pacific. On November 18, 1883,
America’s railroads began using Fleming’s system of four time zones for the United
States. Within each zone, all clocks were synchronized. The railroad industry’s plan
was adopted by much of the country, although the time-zone system didn’t become
official across the United States until the passage of the 1918 Standard Time Act,
which also established daylight saving time.
Daylight Saving
Twice a year, the time is changed in the United States. Daylight Saving Time (DST)
moves one hour ahead in springtime. On the first Sunday of March, all clocks are
set one hour ahead. American should set their clocks back by one hour on the first
Sunday of November during the fall season.
Remember the phrase: SPRING AHEAD, FALL BACK.
Please note that there are several regions in the U.S. that do not change the time,
such as Arizona, Hawaii, America Samoa, Guam, the Northern Mariana Islands,
Puerto Rico and the United States Virgen Island.
The following table lists recent past and near future starting and ending dates of
daylight saving time in the United States:
However, a credit card is similar to a debit card and will allow you to withdraw or
purchase what you have assigned in your credit limit.
People in the United States have more than one credit card, therefore, some of them
have debts that are beyond their capability to pay on a monthly basis, which reflects
on their credit.
7.Holidays
A federal holiday is an authorized holiday that has been recognized by the US
Government. For federal holidays, federal government offices are closed and every
federal employee is paid for the holiday. Private-sector employees required to work
on a legal holiday which has been recognized by the US Government may receive
an additional pay to their salary.
Public holidays in the US are days that have significance for various sectors of
American society and are observed at all the levels of society, including government,
the private sector, and are typically derived from the history, religion and the cultures
of the U.S. demographics. These are not mandated by the US government.
Note: If the holiday falls on a Saturday, it is observed on Friday. If the holiday falls
on a Sunday, it is observed on Monday.
Exercise 1
Write the date for the holiday
Exercise 2
Describe your favorite holiday.
Hispanic or Latinos are not considered as one single ethnic group since there are
Latinos who are white, black or have Asian ascendance. However, 17.4% of the
total US population can trace their ancestry to a Hispanic country.
Exercise 1
Look at the following percentages; can you match the ethnic groups with the
population in the USA?
1. American Indian and Alaska native alone a) 79.96%
2. Asian alone b) 12.85%
3. Black or African American alone c) 4.43%
4. Native Hawaiian and other Pacific Islander alone d) 0.97%
5. Two or more races e) 0.18%
6. White f) 1.67%
Ancestry
Exercise 2
It is no secret that the population in the USA comes from many different countries.
However, in the 2010 Census, the US Census Bureau has been able to identify the
top 10 ethnic ancestries that make up the US population. What do you think the
order is?
African American English German Italian Polish
American French Irish Mexican Scottish
While some Americans can trace their ancestry back to a single ethnic group or
population in Europe, Africa, or Asia, these are often first- and second-generation
Americans. Generally, the degree of mixed heritage increases the longer one's
ancestors have lived in the United States.
American prefer direct communication. They take messages literally and do not like to beat
around the bush. The primary focus of a conversation is usually to exchange information.
When communicating with others they use a straightforward manner and tone. The typical
communication style Americans use are:
Watch the following video: 9 wired things that only happen in the US
Exercise 2
Discuss the following:
Guatemala USA
Exercise 4
Rank these activities from 1 -7. 1 being the most important and 7 least important
for American. Write down the estimated time you consider Americans spend on
these activities during the weekend.
The changes that the American population has gone through have also had an
important impact in the way children are named. The Social Security
Administration (SSA); an independent agency of the United States federal
government that administers a social insurance program consisting of retirement,
disability, and survivors' benefits; has a record of the popularity of first names in the
USA since the 1880s. Here is a list of the 10 most popular first names over the last
100 years:
Rank Male Female
1 James Mary
2 John Patricia
3 Robert Jennifer
4 Michael Elizabeth
5 William Linda
6 David Barbara
7 Richard Susan
8 Joseph Margaret
9 Charles Jessica
10 Thomas Sarah
Exercise 5
Practice spelling out these names.
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
History
The first internationally recognized spelling alphabet was adopted by the
International Telecommunication Union (ITU) during 1927. The experience gained
with that alphabet resulted in several changes being made during 1932 by the ITU.
The resulting alphabet was adopted by the International Commission for Air
Navigation, the predecessor of the ICAO (International Civil Aviation Organization),
and was used for civil aviation until World War II.
After World War II, the International Air Transport Association (IATA), recognizing
the need for a single universal alphabet, presented a draft alphabet to the ICAO
during 1947 that had sounds common to English, French, and Spanish. After further
study and testing among speakers from 31 nations, a final version was implemented
in March 1956. The ITU adopted it in 1959 because the ITU governs all international
radio communications; it was also adopted by all radio operators, whether military,
civilian, or amateur. It was finally adopted by the International Maritime Organization
(IMO) in 1965.
The 26 code words in the NATO phonetic alphabet are assigned to the 26 letters of
the English alphabet in alphabetical order as follows:
Numbers 10–99 are spelled out (that is, 17 is "1–7" and 60 is "6–0"), while for
hundreds and thousands the English words hundred and thousand are used.
Exercise 1
Interview 6 classmates and ask them for their contact information. Verify the data
by using the NATO alphabet and numbers.
My Contact List
First Name: __________________ First Name: __________________
Instructions: Practice the following dialogue using the information provided below.
Use the NATO Alphabet when necessary.
Call centers are often large offices staffed with representatives who either make or
receive phone calls. Depending on the size of the call center, a single office could
have less than a dozen representatives or more than 100 staff members. Some call
centers focus on answering inbound calls, such as a call center for a bank that gives
out a toll-free number for customers who need assistance. In this example,
representatives can provide services such as giving account balances, answering
questions about transactions or taking loan applications over the phone.
Other call centers focus on outbound calls, such as those for survey companies
whose representatives make calls to ask people survey questions.
Advantages
Technology
Outsourcing
Your task is to provide excellent service, help your customer and make sure
customers are satisfied with whatever service we provide. You will be the face of
your company, and the voice of the product you offer.
Paperwork
Certain paperwork is commonly requested in any job. As part of a Call Center, you
will be requested with some paperwork that might take some time to obtain. You will
have several weeks to prepare the appropriate paperwork and be ready when your
interview comes.
Have this paperwork ready and updated to avoid rushing into getting it right before
your interview and maybe delay it:
DPI
NIT Card
Updated Curriculum Vitae or Résumé
High School Diploma (Titulo de Diversificado / Cierre de Pensum)
Police / Criminal Records
Proof of Previous Employment
Water, electricity or phone bill
Picture (look at your company’s website of size)
Make sure you have at least two copies of each document (most Call Centers
usually ask only for copies of these documents). Additional documents may be
requested depending on the Call Center, have everything ready for the moment
you start training, that way, you avoid absences and tardiness issues.
Exercise 2.
Watch this video and analyze.
Exercise 3.
Good Customer Service vs. Bad Customer Service
Read the following common call center phrases. Analyze which phrases are good
customer service and which ones are bad customer service.
Yes? / Huh? What? I can´t hear you.
Wait a minute. Thank you. Have a nice day.
How many do you want? May I help you with anything else?
How do you wanna pay? Gimme your email.
How many would you like? May I have your email?
Okay, bye. What do you want?
How may I help you? How would you like to pay today?
How may I assist you? What else? / Is that it?
Just a moment, please. I´m afraid I couldn´t hear you well.
Providing good service is being successful in the sense of operating in the territory
of positive sentiment. There is where customer service representatives come in:
making sure that the mention of the brand triggers good feelings from a customer.
Others define it as when a company is willing to give their customers anything and
everything that they want - the customer is always right approach - no matter how
unreasonable some of those demands may be.
There isn't a right or wrong, because the factors of what makes customer service
“good” also depend heavily upon what specific things a particular customer may hold
valuable or their expectations from what industry competitors do.
Example
Caller: I have a flat tire and it is raining outside and I don’t have a spare one.
What you can say is: It sounds to me like you really need some roadside
assistance. Could you provide me with your location please?
Exercise 1: Let’s analyze the following situation and try to understand what the
caller means.
1. I’m calling because I lost my wallet and I don’t have any money. I am with
my family on vacation and I don’t know what to do.
2. It’s my sister’s birthday on Tuesday. I want to buy her a special gift. She
had surgery last week and she is a bit down.
3. I just bought a new cell phone and I can’t make calls. I have tried calling
and all it does is drop the call.
What does the caller mean?
Situations:
1. No electricity at home.
2. Phone service is down.
3. Credit card was declined.
4. Need to change flight reservations.
Agent: Thank you for calling Genesis. My name is _____________________,
may I please have your first and last name please?
Caller: Sure! _____________________________.
Agent: ______________________. Is that correct?
Caller: Yes, that’s right.
Agent: How may I help you?
Caller: I have a flat tire and it is raining and I don’t have a spare one.
Agent: It sounds to me like you really need some roadside assistance. No
problem, we can take care of that for you right away. Could you provide me with
your location please?
Caller: ______________________________.
Agent: ____________________________. Is that correct?
Caller: Yes.
Agent: Thank you for calling Genesis, have a nice day.
a. a link
b. a template
c. an information letter
a. Greene, Ashly
b. Green, Ashley
c. Green, Ashly
a. ash.34@yahoo.com
b. ash34@yahoo.com
c. ash.3@yahoo.com
1. Tell the customer you will put them on hold and for how long.
Example: Mr. Lou, I’m going to put you on hold for a couple of minutes
while I find a solution to your inconvenience.
2. If you take longer than expected, go back to the customer and let them
know you are working on the problem.
Example: Mr. Lou, are you able to hold? I am looking through your
account.
2. Mrs. Harrison credit card has been blocked for security reasons; you need
to get authorization from your supervisor to unblock it.
What would you say?
3. Ms. Boyd has been waiting for an answer and you finally have a solution for
her.
Situations:
1. Your email account doesn’t work.
2. Your phone is blocked.
3. The ATM didn’t return your debit card.
Agent: Thank you for calling Hwang Bank. My name is _______________. How
may I assist you today?
Caller: My credit card is not working. My transaction was just declined at
Orbit’s.
Agent: No problem, we can take care of that for you right away. For security
purposes I will ask you a set of questions:
May I have your account number?
Can I have your billing address?
Caller: Sure! My account number is ____________________ and my billing
address is ____________________.
Agent: ____________________________________________, is that correct?
Mr/Mrs Lizardo, I am going to put you on hold for a couple of minutes.
Caller: Sure, no problem.
Agent: I am checking your account, are you able to hold for a moment more?
Caller: Yes.
Agent: Mr/Mrs Lizardo, I am pleased to inform you that we have activated
your card again. You shouldn’t have a problem with it any longer. Is there
anything else I can do for you?
Caller: No, thanks.
Agent: It was a pleasure to assist you. Thank you for calling Hwang Bank. We
appreciate your business.
b. Coloxin powder
c. Colocen powder
6. What phrases does the agent use to put the caller on hold?
To let the caller know you will continue listening and understand
Caller: My telephone just shut down and it didn’t turn on again.
Agent: Uh huh.
Caller: So I took out the battery.
1 Turn it off
2 __________________
3 Type number in
4 __________________
5 Tap add dialogue box
6 __________________
7 Tap MSI field
8 __________________
9 Say something
10 Tap ok
11 ____________________
15.Taking ownership
Exercise 1. What would you say? Write and appropriate ownership phrase.
1. I lost my phone at the park. I am very worried they will run up my bill.
____________________________________________________________
2. My credit card expired last month and I haven’t gotten the new one.
____________________________________________________________
3. What are the last four digits of his social security number?
8. Do you consider the agent handled the call correctly? Why or why not?
When you are empathetic, you put yourself in the customer’s shoes and you let
them know that not only do you understand the situation but that you also know
how it makes them feel.
Communicates sincerely: Says the right words and uses an appropriate tone of
voice.
Does not engage in personal opinions or experiences: Do not agree with the
caller or become involved with personal opinions. Acknowledge the customers
feeling, regardless of how you feel about the situation.
Listens closely: Listen to the facts and feelings throughout the call and address
both when you paraphrase.
Watch what you say: Don’t ask the caller to remain calm or stop shouting.
Caller: I am worried about running out of furnace oil, it is freezing and I have 3 young
children that may get cold. I have called three times and you never tell me what is
happening.
Agent: I can see why you are upset regarding the blackout. I realize how
complicated it is to have small children and not know what is happening.
1. C: I paid my credit card on time and now you are charging me very high
interests. This makes me feel so upset. I don’t know why I pay you on time
if you don’t register it on your system.
A:__________________________________________________________
2. C: I ordered my dress last week and I paid for overnight shipping. I haven’t
gotten my order and my best friend’s wedding is tomorrow. I don’t know
what I going to do if I don’t get my package.
A:__________________________________________________________
4. C:My internet service is down again. I have already called your company 5
times this week. I just don’t understand why you can’t provide me with a
good service.
A:___________________________________________________________
5. C:I have called in twice and no one seems to care about my problem. Are
you able to help me or not?
A:___________________________________________________________
Agent: We appreciate you doing business with us. We value you as a customer.
Thank you for calling Global Unlimited Services.
7. What does the agent suggest that the customer do before sending in the
camera for repair?
8.
____________________________________________________________
2. You didn’t pay for the promotion within the time frame.
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
Agent: We appreciate you doing business with us. We value you as a customer.
Thank you for calling Universal Wireless Services.
Exercise 2: Listen to the conversation and evaluate the call. Mark “T” for true and
“F” false. Write down details to support your answers.
6. Do you consider the customer felt satisfied with the service? Why or why
not?
Now practice the situations in exercise 1. Take turns and switch roles. Use all the
strategies you have seen throughout the course to carry out the call.
20.Admitting mistakes
One day, you may give a customer the wrong information or mispronounce
something. For Americans, it is important that admit you are wrong or have made a
mistake and move forward to repair it.
Whenever you admit your mistake, make sure to sound sincere.
Let’s look at an example:
Caller: I need you to withdraw the money from my checking account to pay my
insurance plan.
Agent: Ok, so you would like us to withdraw money from your savings account.
Caller: No, I said I wanted you to withdraw the money from my checking account.
Agent: I’m sorry, I misunderstood what you said. We can definitely withdraw
the money from your checking account. I will notify our financial department to
update this information in our system.
Agent: You mispronounce the customer’s last name. You said Yun.
Caller: Your last name is Young.
Agent: You notify the customer the hotel reservation is for February 15.
Caller: You asked for a room for February 14.
Agent: You tell the customer the iPhone is ready to be picked-up at the repair
shop.
Caller: Your phone is a Samsung Galaxy.
Now practice the situations in exercise 1. Take turns and switch roles. Use all the
strategies you have seen throughout the course to carry out the call.
1. How many times has the insurance company called her this week?
6. Do you consider the agent was able to handle the call? What did she say to
keep the call under control? Why or why not?
7. Do you think the agent could have handled the call differently? Why or why
not?
21.Sarcasm
Some angry customers will tell agents how they feel. Others may use sarcasm to
express their feelings. Sarcasm is used to you say the opposite of what you feel.
These remarks intend to make a cutting or hurtful remark. At times, it is difficult to
pick-up on this sarcasm but the most important thing is that you address it and not
ignore it or laugh at the customer or the situation.
Look at the example:
Agent: How are you doing today?
Caller: Wonderful! My phone isn’t working and I am traveling abroad.
Agent: I’m so sorry about that, it must be terrible to not have a working phone.
Some phrases to express you are sorry are the following:
I’m sorry…
I apologize…
I am deeply sorry…
Sorry about that…
I do apologize…
Please excuse me…
I’m so sorry…
2. The agent is not able to increase the customer’s credit limit without the
authorization of the supervisor. He has put the customer on hold several
times during this call. The customer says: I love listening to Frank Sinatra. I
will dance to his music this time around.
4. The customer needs to pay his hotel but his credit card has been declined.
He says: I couldn’t be better. My credit card has been declined again.
Now practice the situations in exercise 1. Take turns and switch roles. Use all the
strategies you have seen throughout the course to carry out the call.
Opening
“Thank you for calling [company’s name]. My name is [your name]. How may I
assist you today?”
Verification
Bonding
“We truly apologize for the inconvenience that [paraphrase the exact issue] may
have caused you.”
“I will be more than glad to help you with your [paraphrase the issue/request]”
Probing questions
Summarize
“After [paraphrase the process that was performed during the call]. Have I
been able to answer all your questions?”
*Remember that not all accounts have a verbatim (phrases that need to be
said/read word by word) and it also depends on the situation that the customer/agent
is facing.
“It was a pleasure to assist you. Thank you for calling [company’s name]. We
appreciate your business.”
Exercise 1: Practice the following situations using the call flow above.
Situation 1:
Customer: You need to change your travel arrangements. You lost your passport
walking down the street and now you have to wait a week to get a new one. Your
trip is in 3 days. You are concerned and worried.
Situation 2:
Customer: You have additional charges in your checking account and you have
not authorized the bank to make them. You are upset.
Situation 3:
Customer: Your cable service is not working and your children are on vacation.
Your payments are up-to-date. You are overwhelmed.
Situation 4:
Customer: You just bought a new computer and you don’t know how to use the
new Microsoft Office Program. You have to give an important presentation
tomorrow and you don’t have much time to figure things out on your own.
23.Interview Skills
Activity 1. Who would you hire? Watch the video and look at the different
applicants. Choose who you would hire and why. And also why you wouldn’t hire the
other applicants.
1. Do Your Research
At minimum, review the company’s website and Google its key players. Find out who
you’ll be interviewing with and learn something about them, such as when they were
last quoted in a publication or if they’ve recently received an award. Casually
reference the information during the interview and quote specifics, such as “I see the
company has expanded into several new markets over the past year.” You’ll project
the image of someone who is interested, does their homework, and pays attention
to details.
5. Smile
Yes, a job interview is a high-pressure situation, but freezing up and looking nervous
will lose you points in the few critical moments you have to shine. Smiling naturally
(without pursing your lips tightly together) will make you appear confident, friendly,
and approachable. Even if you're not feeling it, fake it. A smile conveys that you’re
someone who can get along with fellow employees, wow the boss, and impress the
clients.
8. Ask Questions
Keep in mind that the job interview is a two-way street. It's an opportunity for you to
sell yourself to the company, but also to learn more about the workplace to see if the
position and environment are a good fit for you. Go in with a few questions, such as
details about the type of work that the position entails, the corporate culture, and the
typical career path of someone who holds the position. And don’t be scared to speak
up: not asking questions can signal that you’re uninformed or uninterested.
9. Eye contact
Most interviewers will request you to speak a bit about yourself. What can be easier
than talking about what you know, what you´re interested and who you are. When
doing this, make sure you are not looking away in the middle of the sentence or
thought you are expressing. Hold eye contact until the end of it.
You don’t want to make the interview become an odd situation for the interviewer or
yourself, so you can definitely blink and take small breaks. Some things you should
try to avoid are: Drawing your eyes up towards the ceiling as if the answers to every
question are there; shifty eyes moving back and forth, it makes you look very
nervous; or constantly rolling your eyes or up and down.
When your eyes need to relax, you can look down in a steady and reflective way and
then go back to eye contact. Don’t stare.
It is important to know how you sound. Does your voice project confidence? What is
your tone? Could your voice etch glass? Is your tone warm?
Younger people tend to speak more quickly; their pace is sometimes too quick. By
lowering the tone of voice, it adds more meaning to your voice. A lower tone makes
what you´re talking about sound more important.
Always enunciate when you speak; mumbling and stuttering makes your interviewer
struggle to understand and avoid trying to.
When being kids, we are told to have good posture and sit straight. This same rule
applies to job interviews. Sit straight and drop your shoulders back. This will give you
nice presence, instead of making you look stiff and uncomfortable.
You can tilt forward a little bit from the waist; it is an interactive posture which signals
that you are engaged, interested in what the interviewer has to say; and it is
conversational.
The day of your interview at a Call Center, be prepared for the following Steps:
1. For an English Test:
Remember that you are going to a Bilingual Call Center. Be prepared for an
English Test, whether this is written, oral or through a computer.
Schedule your whole day for this so you have enough time to patiently go
through the process. The recruitment process usually takes between 3 – 5
hours.
Remember that, like you, many other applicants might be there. Enjoy the
process, make new friends, eat well, take a snack and rock your interview.
Even if you show up with all the necessary paperwork, Call Centers will
require you to fill out some forms for them to know about yourself.
Fill them with legible handwriting and be honest about your information.
Make sure you polish your Typing Skills timely enough to obtain the
necessary score at the Call Center of your choice. You can use one of the
following sites to practice on a daily basis:
http://www.typingtest.com/
http://10fastfingers.com/typing-test/spanish
http://typing-speed-test.aoeu.eu/
If technology and you are not best friends yet, it is time for you to start. You
can practice your Computer Skills and add some exercises or courses to
your agenda. This will ensure an easy pass through your Hiring Process.
http://www.ppl-inc.org/the-hub/computer/practice-computer-skills/
Take into account that more than one person will decide whether you are fit
for their Call Center. If you have different interviews, each interviewer will be
evaluating different areas. Make sure you show your best and give the same
answers to all of them.
Keep in mind that every interviewer has a say in your hiring process.
In some Contact Centers, you might be required to provide a sample for Drug
Testing or an Alcohol Test. This may directly affect your hiring process and
stay in the company.
Workplace drug screening is primarily limited to drugs with the potential for
abuse, including some prescription drugs, and alcohol.
Many variables may affect the amount of time that a drug remains detectable
in the urine or other biological samples, including a drug's half-life, the
subject's state of hydration and fluid balance, frequency of use, route of
administration, cut-off concentration used by the testing lab to detect the drug,
and many other variables. Each person and circumstance is different, and the
best way to avoid detection of an abusable drug is to not use the drug.
Many drugs stay in the system from 2 to 4 days, although chronic use of
marijuana can stay in the system for 3 to 4 weeks or even longer after the last
use.
For extra help, there are websites that can help you know a bit more about
the topic:
https://www.drugs.com/article/drug-testing.html
8. Medical Checklist
In some Call Centers, you might be required to discuss your medical history.
Be honest when answering every question about your medical history; some
Call Centers offer great medical benefits, but you have to express any special
needs in regards to Placement, Facilities, Environment and so. This way, you
and your employer can make sure you are in your ideal work environment.
9. Schedule Flexibility
Call Centers offer a wide variety of schedules. From morning shifts, afternoon
shifts, night shifts, to even graveyard shifts and middle shifts.
You might be offered a part time schedule or a full time schedule. Part time
schedules can go anywhere from 6 – 8 hours a day; and full time schedules
may be in between 8 – 10 hours a day depending on the Contact Center.
Every Call Center has a different line of business; this means that their
schedule availability will depend on their accounts’ needs. Remember that
your needs and the Call Centers’ needs may be different, so the schedules
you will be offered will be the ones they have.
Show that you are flexible about the amount of hours and the shifts they offer
you. But, keep in mind that you may also have other activities scheduled, such
as studies, family, or just think about transportation from your workplace to
whatever place you are heading and vice versa.
Most likely, Call Centers won’t have your ideal schedule available, so listen
to your options and try to balance your needs with what they offer, to make
sure you will be able to fulfill all your tasks successfully.
10. Outfit
Call Centers are not known for being the most fashionable places. They do
not require you to wear a suit or gown. The expectation at a Call Center is
for you to dress appropriately but also something that shows your outgoing
personality. A semiformal outfit will look great and yet make you look serious
enough to get a job.
Take these examples as a reference and create your own outfit. Stay away
from:
ripped jeans
shorts
short skirts / dresses
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Interview questions
When we go through an interview, interviewers make several questions that seem
to be odd or very common. Every question an interviewer asks, has a very specific
purpose and it matches the company’s needs.
There are several questions that you’re pretty much guaranteed to be asked during
an interview: “Why do you want to work for this company?” “What are your strengths
and weaknesses?” and “Where do you see yourself in five years?”—to name a few.
So be prepared with insightful answers for these classics, plus be familiar with other
interview questions typically asked in your field, too. Practice looking in the mirror
and answering the questions out loud. This prep work will help you clarify your
thoughts and make you much more comfortable during the interview.
When you are asked those questions, make sure your answers are honest but at
the same time, make sure you give them what they want to hear.
These are some of the most common questions asked in a job interview:
1. Are you the best person for this job? Why?
Model answer: I definitely consider I am. I understand the business very well
and understand the needs and the role I play in the success of the company.
Plus, I will try my best to learn and deliver what is expected.
What the interviewer is looking for: That you are confident and aware of
your knowledge or lack of it. That you are willing to learn and give your best
and that you will meet the expectations of this position.
Model answer: I wouldn’t like to say that I am over or under qualified for this
position. I just consider that I can deliver what is expected and even more.
What the interviewer is looking for: To see is you are confident about your
capabilities, but humble and willing to learn more.
What the interviewer is looking for: That you are able to deal with difficult
situations and customers. That you can handle the worst and take the best
out of it.
4. Describe yourself.
What the interviewer is looking for: The interviewer is looking for you to
describe your abilities and your strengths. Since this is a job interview, try to
focus on great assets that will help you in your work experience.
Model answer: I couldn’t say I have had a best and a worst boss. I have
learned many great things about them and have been able to compare and
grab best practices.
What the interviewer is looking for: The interviewer wants to see how loyal
you would be if you were to leave that company. The interviewer wants you
to be able to overcome good or bad feelings toward previous employers and
how well you can maintain a professional stand when it comes to talking about
your company.
What the interviewer is looking for: To see if that company can count on
you for a long time and how likely you are to leave the place in a short period
of time. Try to avoid mentioning that you would like to stay for a specific -and
more if it is short- period of time in that company.
What the interviewer is looking for: Is to see how good you are to work with
more coworkers and depending on someone else’s work. To check if your
workstyle is timely, accurate and ideal.
Model answer: I consider that there are some moments in which you need
to work by yourself and some other moments in which you need to be part of
a team. I consider myself good with both of them.
What the interviewer is looking for: To see if you could work with more
members in the company and how dependent you are of someone else’s
tasks if you were to work alone.
This is a tricky question; be ready. Employers ask this question for a variety
of reasons. They might want to know that you are organized and can do all of
your work in the allotted time. They also might want to make sure you maintain
a decent work-life balance (which many employers believe will ultimately
make you a happier, and thus better, employee).
However, some employers want to assess just how dedicated to the job you
will be.
What interviewers look for: To see if you are receptive and respect
authority.
The interviewer does not want to hear that you never get stressed; after all,
everyone feels stress at one time or another at work. Instead, the employer
wants to see if you know how pressure affects you, and how you manage it.
Model answer: I haven’t really put too much though into it. If I could, I would
love to build a career path here. Learn and grow in this company. I think I
expect to work for this company for as long as you give me the opportunity to
do so.
What the interviewer is looking for: He wants to see how stable you are
and to see if they are able to count on you for a long time. The interviewer
wants to see that you have ambitions within the company and that you don’t
want to stay in the same place forever. Even if that is not your real goal, show
them that you want growth and they can rely on you for many years.
For this question, the best answer is not to provide an answer. If the salary is
a matter of public record, you can mention that you agree with that salary. If
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you are not quite sure, don’t provide an answer. Instead, throw a question
back: How much are you offering for this position?
Model answer: I don’t really have a preferred work environment. I look for a
place in which I can trust my coworkers and they can trust me; a respectful
and warm place. I can adapt to any environment as long as values are there.
What the interviewer is looking for: To see how well you adapt to different
environments and different people. In the call center industry, changes are
constant and your employers need to be able to see how dynamic and open
to changes you are. Avoid mentioning that you dislike repetitive and sitting-
down type of jobs; a call center is not the most active job; therefore, the
interviewer might believe that you will not be fit for this industry.
Model answer: Because I have heard many great things about your
company. How well you treat your employees and how much you care about
them. I am sure I will love the environment you have created and I will be able
to grow with your company.
What the interviewer is looking for: To see if you know the company, what
you know about the company and how eager you are to work with them. He
wants to see also if they were your first option or if you are looking at other
options as well.
Employers want to be sure that you won't be moving on to another job right
away. New hires are expensive to bring on board and expensive to train.
This question is also a good way for them to determine if your career goals
are a good fit for the company.
17. What did you like or dislike about your previous job?
Model answer: Well, I liked many things about my previous job. I mostly liked
how much I learned and how much I was able to grow. I learned many things
the good experiences as well as with the hardest experiences.
When you're asked what you didn't like about your previous job, try not to be
too negative. You don't want the interviewer to think that you'll speak
negatively about this job or the company when you're ready to move on if you
get the position.
What the interviewer is looking for: Are all the skills related to the position
you are pursuing. Try to be humble, too. But express all the skills and values
you have that will help you develop greatly in that position.
The interviewer is looking for: Dangers and threats that might affect you in
your new position. Even though the question is about weaknesses, your
answer should always be framed around positive aspects of your skills and
abilities as an employee. Try to turn the negative into positive.
Be specific about what makes you a good fit for this role, and mention aspects
of the company and position that appeal to you. Even if it's true, do not
mention salary, hours, or commute as the primary reasons you want the job.
Model answer: I resigned to focus on finding a job that is closer to home and
will use my skills and experience in a different capacity.
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What the interviewer is looking for: Honesty and also what terms you left
your previous company on. The interviewer wants to see how capable you
are to not leave the company in bad terms.
Model answer: After thinking about why I left, I realize I should have done
some things differently. That job was a learning experience and I think I'm
wiser now. I'd like the chance to prove that to you.
The best strategy is to keep your answer short and to the point. There is no
need to give a lengthy explanation or too many details of what transpired. It's
better to state the reason, then try to move the conversation forward to
another topic.
You'll need to tailor your response to fit your circumstances and how your
termination was handled. Also, if you're tempted to give a different reason
than being fired for leaving your job, know that your former employer may
disclose the reason for your termination during a reference check.
Model answer: Well, I know that what you do is provide excellent customer
service and assist your clients. I have done some research and I encounter
fascinating that you have so many employees and you are growing so much.
What the interviewer is looking for: To make sure you are really interested
in the position and know what you’re getting yourself into. The interviewer
wants to know if you know what the company really does and how they do
things. Make sure you prepare yourself with at least some basic information
about the company.
Model answer: Well, I haven’t. However, I worked in retail and was able to
provide my customers with the best service. They were always very happy,
and I have been preparing for this for a long time already. I know with the
proper training I will do great.
What the interviewer is looking for: To see how prepared you are for this
industry and how your experience has been. The interviewer wants to see
that you are able to catch up with the requirements or see if your experience
is meaningful in their business.
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25. Do you have experience with customer service / tech support / sales?
Model answer: Not yet. But, I have been learning and practicing a lot. At the
end, I consider we apply customer service in everyday activities, which is key
in a call center. I think I can work on it very well.
When it comes to interviewing, practice makes perfect, and knowing the rules ahead
of time is a great start. So be prepared, be confident, be yourself, and you’ll shine.
Good luck!
Activities to practice:
Activity 1: Make pairs and interview each other. Prepare 5 questions and ask them,
then provide feedback in the following way.
Activity 2.
Needs to
Hired Not hired Comments
improve
Posture /
Gestures
Fluency
English
Voice
Projection
Attitude /
Energy
Activity 2. Look at the video and evaluate the girl at the interview. Discuss which
areas of opportunity this girl had and which her strong areas are.
Types of Interviewers
You walk in the door and the handshake is a little too enthusiastic. The smile is too
wide. The conversation is too personal. It's all just too much.
This interviewer treats you like a best friend, which is nice, but this style is unnerving
because you want to be relaxed without forgetting that you are still on an interview.
What to do: Take this approach as a cue that you can be a little less rigid in the
interview because the best friend doesn't want an uptight employee.
Just remind yourself that the interviewer can be more casual than you because he
isn't the one being interviewed for the job.
Show the interviewer that you're relaxed, but stay professional and don't act like
you're actually good friends -- stories about wild parties and your personal life don't
belong in the conversation.
Most of the interviewers in a call center might seem like this type, but remember: be
calm but be professional.
2. The interrogator
The interrogator doesn't come to the interview ready for conversation. He has a list
of questions to fire off and you had better be ready to answer them.
Don't expect to receive a lot of helpful feedback to gauge how you're doing. Just
expect more questions.
You're going to feel defensive the entire time and might walk away from the interview
feeling as if you did something wrong. Once you realize that your interviewer is going
to hit you with many questions, just focus on answering them and don't obsess over
reading his reaction.
You can try to initiate conversation with a few of your answers, but don't be surprised
if those efforts fail. This interviewer wants to hear your answers and see how you
handle yourself, so staying calm is the best approach you can take.
What to expect: An interviewer checking her e-mail, looking at you but not paying
any attention to what you say.
Some people are forced to participate in the interview process even if they have no
interest in doing it, so don't take it personally.
Try to hold conversations with this distracted interviewer and hope you can win her
over -- hey, it can't hurt to have someone who likes you. But this interviewer either
made up her mind before she walked into the room or doesn't intend to give much
feedback about you, so do your best but don't take her disinterest personally.
What to expect: Cold sweats because you don't know what to do or say.
Every once in a while you will encounter an interviewer who doesn't understand
limits. You might hear an inappropriate joke, a personal story that should be reserved
for a therapist or a question that delves too deeply into your life.
Just because this interviewer is ready to cry on your shoulder, don't feel pressured
into doing the same. Answer what you want to answer and try to steer the
conversation back to pertinent topics, such as the job requirements or your
qualifications.
The interviewer probably won't realize how off track he is and will follow your lead.
Of course, if you think the questions cross a line, then you should try switching the
topic or express how uncomfortable you feel.
Just like some students never imagine skipping a day of school or not doing
homework, some interviewers can't imagine going outside of traditional business
interviewing protocol.
Boring questions and a stoic demeanor are this interviewer's best friend.
Do you know what your biggest weakness is? Do you know how to give the perfect
handshake? Do you plan on wearing a conservative shirt under your jacket? You
had better, because these by-the-book practices will earn you high marks.
6. The joker
Some interviewers have such a good sense of humor that they can't shut it off even
when they need to. You'll answer a question and you'll receive a sarcastic comment
or a funny joke. This approach isn't bad, but it can confuse you because you're not
sure if the interview has even begun.
What to do: After a few minutes, you'll realize that your interviewer is a joker.
If this personality bugs you, you probably won't like working for the company. If it
doesn't bother you too much, then try to play along.
Joke back and show that you have a personality. For some interviewers, your
résumé proved your qualification; the interview is their chance to see if you fit in with
the gang.
7. The weirdo
We all know odd people, but we often forget that these odd people hold day jobs.
And some of them are bosses or hiring managers who conduct interviews.
Unless the weird factor transitions into creepy or offensive, you should just answer
the questions and ignore oddities.
If the questions and rapport are professional, but the interviewer is working on her
origami, stay focused on the interview. She probably has no idea she's doing
anything strange and is paying attention to you.
This interviewer doesn't believe in sparing your feelings. He's honest and will waste
neither his nor your time.
This interviewer will say that he's not sure you're qualified or that he fears you won't
fit in with everyone. Prove him wrong with evidence that you are perfect for the job.
He won't respect someone who cowers, so be just as firm with him.
The blank slate is an interviewer whose face remains unchanged for the duration of
the meeting. You won't see any hint that the interview is going well or badly.
If you spend the interview looking for clues that you said the right or wrong thing,
you'll be miserable.
Answer the questions, be yourself and stay composed. Your instinct will be to think
that you're bombing, but you never know with the blank slate, so don't let yourself
analyze the situation too much.
That seems like impossible advice, but it's the best approach. When you have
multiple interviewers, you will see several types of interviewers, so you can't try to
please everyone.
Try to be yourself and find the interviewers that seem the most responsive to you.
When you see someone nodding in agreement or maintaining eye contact, you'll feel
more at ease and the nerves will begin to disappear.
Activity 3. Practice for your own interviews. Use the previous ones. Switch pairs
and go deep into character. This will prepare you to be ready for very different
interviewer types.
Mock Calls
1. Apartment Complex
Link for the first 7 calls: http://www.specialtyansweringservice.net/listen-call-center-sample-calls-
examples-typical-call-flows/
Key vocabulary:
ceiling page maintenance man call back number drip leak
2. E-commerce store
Key vocabulary:
scarf shipped item number darker Brighter
zip code in stock close by exchange make-up
3. Recall
Key vocabulary:
appliances purchase blender recall model
blades prepaid business days
shipping label
4. Limousine
Key vocabulary
pick-up time location settled senior prom town
whereabouts momentarily
5. Plumbers
Key vocabulary
6. Property Management
Key vocabulary:
8. Customer Incentive
Link: https://www.youtube.com/watch?v=voiRlR5R6Ik
Vocabulary
Key vocabulary: