8th class

This day we continue with the customer service.
We learn how to respond customers and recognize customer needs.

Recognisisng customer needs.

Usually, some customers don´t ask for help, for this reason is necessary know non-verbarls signals, if you know this signals can help customers.
Some signals can be:

• Looking confused, angry or upset.
  
• Wandering around.
  
• Constantly picking things up and putting them down again.
  
• Sighing, frowning or muttering.
  

When you see some signals you decide what sort of help the customer might need. Before help the customer is necessary that:

• Ask if the customer requires any help
  
• Offer particular help in a polite way.
  

It is so important that never:

• Make assumptions
  
• Say negative thing about the productos or staff.
  

Responding to customers.

The customer are different needs. For this reason is so important the good comunication whit they.
It is necessary that you listen, have a good body language, speak clearly and whit appropiate language and adapt.

In this video we can see in the first part a bad customer service and in the second part a good customer service. It is the same situation.
https://www.youtube.com/watch?v=hZe7oxC6nmI

In this page https://www.helpscout.net/blog/customer-service-skills/ we can see 15 Customer Service Skills that Every Employee Needs

day 5º :12-04-2014 CV AND COVER LETTER

DAY 5º

 CV AND COVER LETTER

At the begining of the class,the teacher asked us what we had done during  the whole week.I said that i was looking after my grand parent because he was ill.The rest of the clas told us what they did like going to the cinema,theatre,be with friends...

We did an exam about all the subjects  we have seen in the English class so far, such as verbs,to use particles like yet,already,might...some specific vocabulary, and at last, we had to do a conversation (role-play) imagining that we were in a rent a car and a client want to hire a car,he wants to know the price ,if there was availability for the date he needed it , etc.

We exchanged the exam with our classmate to correct it. We put the marks that we thought it was appropriate.

The most important thing of this class was to learn how to make a CV and a Cover Letter.
María José gave us a photocopy to know how to write a cover letter, how to begin, how to develop it and how to finish, anda an example of a integrate cover letter. We were some time filling our Cv too,because it was incomplete and wrong organized.

http://www.wikihow.com/Write-a-Cover-Letter 

http://www.wikihow.com/Write-a-CV-%28Curriculum-Vitae%29 

http://www.irishjobs.ie/careeradvice/cv-rap/


There are typical sentences and vocabulary which we have to learn to make the CV, the last saturday the teacher uploaded a link in facebook to help us.

During a little free time, our classmate Martina took advantage to tell us where we can go to appy for some information about orientation labour in skills to job-hunting.She gave us her card to make contact with her if we are interested.

http://www.consultea.es/talleres-training-laboral-201402

At the end of the class,we saw another sitcom of "Office", and then we had to answer some questions related with it.We could check there was enough new words.


 

 































 

Day 6º - 26/04/2014 JOB INTERVIEW AND CUSTOMER SERVICE

In the class of this day we continue learning on the topic of the work.

The first thing that we did was to finish the letter of motivation that we began in the previous class and to solve some doubts.

Then we practice and did some activities about work interviews. We studied a series of standard questions that we can be asked in a job interview.  Later in couples and we did role plays and exchanged roles between the interviewer and the interviewed.

These were some of the general questions that we did.

-                     Why do you want this job? Have you heard about the company?

-                     A situation where you worked in a team/ dealt with customers.

-                     What are your weaknesses?

-                     What are your strengths?

-                     Have you got any questions?

Also we spoke very much about the topic related to customer service. We saw a video that was reporting three situations of how to attend a client in three different companies in the USA:  Wall-Mart, GAP and Macys.

We observed very bad customer service in all of them. For example in Wall-Mart there was a client who had to wait more than 40 minutes to be attended, and the response of the company was that they were sorry but that normally that situation does not happen.

After the video, we opened a debate and described situations that we would consider to be good in costumer service and we talk about specific situations to make them come back.

To finish the class, we saw a new episode of the series “The Office”, always in original version with English subtitles. Afterwards, we answered to the questions that it had prepared on the plot of the chapter.

·                    Afterwards, I write part of the vocabulary seen in class that day.

“All day long” or “The whole day” – Durante todo el día

“Put in the queue” or “Wait in line” – Ponte en línea

Have a good pace – Tener un buen ritmo

Don’t Bother – No te molestes

·                    And also we learned to differentiate the sense of some phrases and words such as:

When you want to realice… - Cuando te quieres dar cuenta (más mental, del tipo de “cuando te quieres dar cuenta ya ha pasado”)

When you want to notice – Cuando te quieres dar cuenta (mas físico, del tipo de “cuando te quieres dar cuenta de que no has traído el lápiz”)

My boyfriend and me – Se escucha coloquialmente, pero es incorrecta gramaticalmente.

My boyfriend an I – Esta sería la forma correcta gramaticalmente.