In class on
May 17 we did the following:
Vocabulary about production issues. Like for example;
Productivity: the rate or efficiency of work especially in industrial production
Quality: the extent to which something has features which are good or bad etc,
especially features which are good.
Brand: a maker’s
name or trademark
Overcapacity : a situation in which companies in an industry can make and supply more
products than customers buy or are expected to buy
A few
minutes later Maria José threw a
question: "Did you ever have called or received a call to a company in
English?
Some classmate answered yes, one of them was for a job interview, this
classmate told us that it is very difficult to understand someone on the phone
because they talk too fast and no body language which often captures the
context. Consequently, Maria José put a listening in which there are several
telephone conversations between telemarketer and customer and then gave us the
typical phrases of "Talking on the phone"
Asking for
someone
Can I have extensión 321?
Could I speak to…?
Is Jack in?
Can you redirect me to that
person?
Connecting
someone
I’ll put you through
Asking the
caller to wait
Can you hold the line? Can you
hold on a moment?
Hang on a moment please
Don’t hang up please
How to
reply when someone is not available
I’m afraid the line’s engaged.
Could you call back later?
Leaving a
message
I might not be at my desk, so feel to call me
on my cell phone. Hope to hear from you soon
so we can straighten this out
Call me at 555-666-777 when you
get a chance? Thank you
Can you have Julie return my
call?
Arranging
an appointment
When is it convenient for you?
Giving more
information
I’m calling on behalf of Mr….
Maria Jose also taught us ways to use the phone:
Hold on = Hang on
Hang up = ring off
Ring somebody up
Pick up the phone = pick the
phone up
Get through to the person you
want to talk to…..
When we
already learned to talk by telephone, we got into pairs and we invent dialogues
between teleoperadora and client; My classmate and me invent the next and then
we discussed:
-
Hello,
buses Rocío speaking. Can I help you?
+ Yes,
I am interesting in knowing the timetable to go from Málaga to Torrox
-
Ok.
What day would you like go? About what time?
+ I
need it for tomorrow during the morning. Is it possible?
-
I
am sorry. I am very bussy. Could you call back later please? I will find when I
have a free moment
5 minutes later
-
Hello,
Rocío speaking. Can I help you?
+ I rang
some minutes ago to ask the timetable from Málaga to Torrox. Do you know the
availability?
-
Yes,
Can I take your email? And I will send it to you
+ Yes, 7olm@hotmail.com. Thanks
-
It
is just sent
+ Ok, thanks. How much it cost?
-
It
depend on the way. It is a simple way o return too?
+ it is a simple way
-
It
would be 3,40 €
+ Ok, thanks for you attention. Goodbye
-
Bye
To give us
more information María José explained the following tips:
When you
speak on the phone make sure that you:
-
Introduce
yourself politely
-
Speakk
plainly and clearly
-
Use
a tone of voice that shows respect
-
Give
the customer the information he or she requires
-
Give
any information or directions clearly and in the right order
-
Ask
questions to confirm that the customer has understood what you have said
-
Offer
any extra information that may be useful to customer
-
Take
contact details if necessary
-
Say
goodbye in a polite and attentive way
-
Smile
When you
are listening to customer make sure that you:
-
Listen
carefully
-
Concentrate
on what the customer is saying
-
Let
the customer know you are listening
-
Make
your comment relevant to what the customer is saying
-
Say
goodbye in a polite and attentive way
-
Don’t
interrupt when the customer is speaking
If you have
to leave a message on an answer machine:
-
Have
what you want to say ready on a notepad
-
Speak
slowly and distinctly
-
Introduce
yourself and your company clearly
-
Only
mention important information
-
Give
your number telephone
Here you can see the key features to be a good teleoperator
To complete
the subject we came back to put on pair for we invent a dialogue, in this case,
the client would contact whit the teleoperator to solve a problem, my partner
and I did the following:
-
Hello,
Travel card the partners, Rocío speaking. Can I help you?
+ Good
morning. I have a problem whit my travel card. It has been charged an
extra-amount
-
Ok,
what is the numer of your travel card please?
+ The
number is 048291012
-
What
is the tube station where did it happen?
+ Nothing Station
-
Ok,
I will check this data, one moment…..
-
You
are right. I am apologize. The machine check your travel card twice.
+ How could I recover the money?
-
No
problem, the money is already in your travel card.
+ Ok,
thank you for your attention. Goodbye
-
You’re
welcome. Goodbye
After the
break, as usual, we saw the video of The Office, which I love haha
In this episode,
Michael and the office staff take on the workers in the warehouse in a
basketball game. Througt racist and sexist ideals, Michaels chooses many of the
lesser skilled office workers over their more athletic peers. Michael claims a
“flagrant personal intentional foul” stops the game, and declares his team as
the winners. The warehouse finds the call unfair and Michael caves under
pressure, and concedes the victory to the warehouse staff.
