HANDLING AN ANGRY CALLER IN THE CALL CENTER

This information is very important because provides techniques that help to know how to handle difficult customers, this article is useful if you want to work in a call center or for agents who are in training and have little experience in this industry. To calm the customer in a better way is very important listen with the purpose of being focused to attend customer issues, moreover remain calm is another important aspect to prevent the situation intensifies, and also be empathetic and have the ability to understand customer angry, in addition repeat information to let the customer know that the agent is listening to the problem, furthermore avoid the hold button because angry callers may think a lot of negative reasons of why they are on hold, and finally make the Caller happy to improve customer satisfaction and increase service quality.

TIME IS MONEY- UNDERSTANDING U.S. BUSINESS CULTURE

Is really interesting know the united states business culture because Americans apply their central tenet "Time is money" I really like the way in which they are organized In order to take advantage of the time because for them time is very valuable at the moment to develop their work, however to invest the time in a better way they are always punctual, responsible because Americans start meetings on time and they strictly respect the schedules. As well as I really like that they are respectful because they do not criticize others in public. In conclusion is very important to learn from American culture with the purpose to succeed in the business world.

PREDICTING CUSTOMER'S NEED

Through this reading I have learned that a company should have into account that it is important predicting customers needs in order to know exactly what the customers expect through the product, as well as providing a good customer service in order keep them happy according to the good quality of the product, each company has to know that satisfying the customer is the main objective because the customer is paying for it, I consider that the best way to predicting customers need is studying and analyzing, spending time with customers to know what they really want, listen to the views of customers, and put yourself in the customer's place, with the purpose to have a successfully company and increase sales and profits.

  REFUND POLICIES

I have had a meaningful learning through this important topic because as customers is really necessary know the return policy when we are going to make a purchasing decision, because according to its return policy and their specific features as customers, we are going to be motivated to purchase a product, therefore is important review what this policy covers by law, in order to our greatest satisfaction. Because many times we are in the situation that the product we acquired not fit our expectations and that is one of the reasons to bring a purchased item back to the company. Nevertheless each company is in charge of its good own return policies so that customers purchase the product and there is no need to return it and thus generate profits as a company. This reading was interesting because the business depends on the customers, therefore, they must feel satisfied to demonstrate brand loyalty.

AMERICAN IDIOMS

 

AMERICAN AND CALL CENTER

 IDIOMS

  

    American idiomatic expressions are very common in native speakers of English; I think that as language learners it is very important to apply these expressions in our daily lives in order to practice something that is part of the American's language. It was very useful read these idioms because there are a lot of that I didn't know, and I consider it is necessary to put them into practice for a greater understanding at the time when we are talking with an American and not get lost, because if we translated literally do not make sense at all . Furthermore idioms are usually used in the call centers for that reason the agent who handles calls have to be familiar with these idioms when he is communicating with customers and so know exactly what he  mean. In addition is needed know a lot about it in order to avoid confusions and get a better comprehension when we have a conversation.

CALL CENTER

WHAT IS A CALL CENTER?

Let's talk about call center that was the main topic developed in this course, taking into account about what I have understood and learned through the reading call center is an industry in which an agent handles a large amount of calls, request, inquiries, technical support and products orders, in order to provide customer service. As well as call center is a blended service that is a used strategy with the purpose of receive inbound calls and conduct outbound calls at the same time to achieve success and be more efficient. As far as I know, inbound calls are received by an agent in order to attend customers’ necessities, however outbound calls are in order to sell products and this allow them to receive additional compensation. Also in order to know how well the performance of an agent is, there is a metric that determine the numbers taking into consideration the attendance, and the time that an agent is producing during his work. I think that is very important be responsible and efficient in order to become a top performer call agent.

SECOND LAB PRACTICE

TASK 2:

UNITED STATE MAP

CANADA MAP

TASK 3

TASK: 4

UNITED STATE ADDRESSES:

AT&T AZ : Shops at Prescott Gateway, 250 Lee Blvd Ste 104, Prescott, AZ 86303, EE. UU.

DISH MI: 3333 Division St, St Cloud, MN 56301

T-MOBILE NY:  42West44, 36 W 44th St #1407, New York, NY 10036, EE. UU.

SEARS MO: Chesterfield Mall, 1 Chesterfield Center, Chesterfield, MO 63017, EE. UU.

WALMART NV: 2777 USA Pkwy #6923, Sparks, NV 89434, EE. UU.

CANADA ADDRESSES:

COMWAVE: 61 Wildcat Rd, North York, ON M3J 2P5, Canada

DELL:  155 Gordon Baker Rd North YoRK, on M2H Canada

COGECO: The Pen Centre, 221 Glendale Ave, St. Catharines, ON L2T 2K9, Canada

BELL: 413 Horner Ave, Etobicoke, ON M8W 4W3, Canadá

REGERS: 9025 Airport Rd, Unit # M-10, Brampton, ON L6S 0B8, Canada

TASK: 5

WHAT IS DIFFERENCE BEWTEEN US AND CANADA ADDRESSES?

Canada uses postal codes, with alternate letters and numbers, in Canada the postal code contains six characters and the united states the zip code contains five numbers only.

WORD COUNTER (SCREENSHOT)

SELF ASSESSMENT

SELF ASSESSMENT 

In this module applied in the "call center" area as students we had the opportunity to meet Carlos García as our professor, it was very impressive to know the way he teach and I really liked the methodology that he used in the classes with the purpose that we were focused in the process of learning, participation was one of the main evaluation criteria in order to know if we were understanding what he was explaining, honestly my participation in the classes was average due to I'm a little shy to participate, I recognize that is a weakness I have, but I consider that I can improve it, but it doesn't mean that I did not understand each topic explained, however there was a meaningful learning through the knowledge that he has transmitted to us in each class, because at the beginning I didn't have any knowledge related to this area, everything was new to me, but I acquired a lot of vocabulary that is necessary in order to increase my skills.

I consider that I've worked hard because I have read all the information posted on the blog, as well as I have expressed my point of view in the comments about what I learned and understood through the reading of these topics that are interesting, necessary and useful to know at the time to put it into practice if in the future I want to work in the call center industry.

 I have had an excellent attitude in class and I attended all because I think it is very important to be present and I take into account that one day that I not attend to classes I'm going to lose the opportunity to learn something new because acquiring knowledge is a great help to increase my aptitudes and thus to be able to develop myself in the professional field. I have also shown interest paying attention in classes in order to have a better understanding of each topic. I also consider that the whatsApp group was a great help for feedback and also to clarify doubts and share important information.

As a conclusion having attended this course it has been a wonderful experience because I have learned a lot, furthermore I have fulfilled with all the activities that are necessary for a greater learning. Reflecting my attitude in this module I evaluate myself based on 8 because I consider that I have been responsible with my obligations as a student willing to learn the new that is to come.

           “English applied to call centers”

        Name: Martha Yesenia Berrios Santos

REFERRAL SAMPLE (FIRST LAB PRACTICE)

I had not uploaded the referral sample because in the first lab practice I couldn’t save it in my email but today I did it, I recognize that I am not as good to create sticky notes but I tried to do what I could.