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Call Center Training Module

Call Center Agent Training Manual - VirPilCOM

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Description

Miranda & Associates

Customer Service Representative

Training Module

ACCENT,

CONVERSATION,

GRAMMAR This module is designed to train students of “100 Hour Call Center Finishing Course

” It is complete with specific task for the day with objectives on it

Along the way they are given ample time to prepare to speak based on a situation in dealing with customers

Their grammar and accent is checked as well as their customer service transaction skills

These are applied using an assessment tools to determine the progress of the skills

Customer Service

Representative

Training Module

(For classroom training purposes only

Not for Sale

Miranda and Associates Language Management Services

DAILY TRAINING REQUIRED ELEMENTS

TASK FOR THE DAY

THE OBJECTIVES

PREPARE TO SPEAK

LEARNING GRAMMAR FUNCTIONS

APPLY THE SKILLS

ASSESSMENT

Miranda and Associates Language Management Services

Session 1 1

Scope: Students at this point will be able to learn the American accent rules but will heavily focus on ‘T’ and Th’ sound

Throughout the course of Session 1,

the teacher will be highly sensitive to the application of these sounds

On other areas,

students will learn the proper way of introducing others as well as be able to correctly use verbs

In addition,

it is but proper that they learn how to appropriately use expressions in conversation where they are expected to last for 15 minutes using three different stages,

At this stage,

students will be able to learn how to quickly analyze a sentence and answer it according to its nature

They will learn how to predict,

judge or combine these elements and come up as a good conversationalist

Strategies and approaches for this session: 2

3 Dyad,

Assessment 2

Tasks: 1

and cross examination with sentence analysis 1

Miranda and Associates Language Management Services

OBJECTIVES: 2

PREPARE TO SPEAK 3

(Play CD cf

Target: The ‘Th’

Title: The Thessalonians The Thessalonians believers thank the Lord for thousands of people thriving in their amphitheatre every Thursday at three

This must be due to thematic theme about theism and hypothetical theory of God’s theocratical throne which was made through thunderous preaching which thrilled the throng especially Thomas and Thutmose of Thurgau

For three months every Thursday,

through persistent thrusting of effort and thundering voice,

the Thessalonians believers of Thurgau thought of the unthinkable by even throwing themselves on the floor of ice thaw

Morillo B

Introductions

/the trainer instructed you to introduce yourselves to each other for the first 1 hour

The trainer divided you into groups

How would you introduce yourselves to each other

your task is to introduce your new acquaintance to members of the other group

Miranda and Associates Language Management Services

Dialogue: Introducing oneself/someone Here pay attention to the speaker’s natural way of communicating with each other JIM: SHIELA: JIM: SHIELA: JIM: SHIELA: LUCY: SHIELA: LUCY: SHIELA:

JIM & LUCY: SHIELA:

Excuse me,

Have a seat

Thank you

By the way,

I’m Jim

I’m a CSR and I belong to Canadian Immigration Consultancy

I’m Sheila from ProdataNet account

Pleased to meet you

Pleased to meet you,

Lucy over here

How are you

Thank you,

Why don’t you sit here and meet a new friend

We all have different accounts because I represent CANU Intl English Language for its IELTS

I just hope we’ll all be in the same unit

Let’s keep our fingers crossed

We better keep quiet now

LEARNING GRAMMAR FUNCTIONS a

Time-line of verbs Students are confused on how to use their verbs

This illustration will help you in an instant the timeline of your verb

The next time you use your verb make sure you know what ‘time’ you are talking about

Time Line:

…the ‘has and have’ verbs encompasses from past to now

Miranda and Associates Language Management Services

…all present regular or irregular

…the ‘had’ verb encompasses from before past to past

will… verb refer to ‘now’ in the timeline

Example: The student attends to his subject

VERB FORM

Continuous/

Progressive Perfect

Perfect

Progressive

Sentence: Below are verbs for you

Translate the following verbs using the table above: 1

Analysis: Recall your own dialogue in the introductions and the sample dialogue above

Identify familiar expressions you used and the ones used in this text

When are the expressions used

Function/s

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Now look at the following expressions Introducing of oneself A

My name’s___________________________________

May I introduce myself

? My name’s _______________________________________ I’m…(+ information)

INFORMAL

- Hello

I’m ____________________________________________________________

- Hello

My name’s ______________________________________________________ Note: When introducing yourself to someone,

you often need to give not only your name,

but also other relevant details about yourself or the situation you presently are having

The same is true when introducing someone to others

Introducing others EXPRESSIONS A

Formal Hi

I’d like you to meet …

Good morning

May I introduce… I’d like to introduce… EXPRESSIONS B

Informal Can I introduce… This is… I want you to meet… GREETING A

Formal How do you do

ADDITIONAL INFORMATION …a colleague of mine

ADDITIONAL INFORMATION …he’s here for the week

POSSIBLE REPLY TO THE GREETING How do you do

How do you do

? I’m very pleased/delighted to meet you

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Informal Hello

Nice to meet you Hi

It’s very nice to meet you,

Good to meet you

It’s very nice to meet you

Nice/Good to meet you

Nice to have you with us

Pleased to meet you

Note: when you meet people for the first time on a personal or business basis,

This is when the greeting ‘How do you do

but it is only used for the first time

Other rules in introducing others Younger to older – introduce the younger person to older person

Example: Father,

Male to female – introduce man to woman or boy to a girl

Example: Ella,

Lower rank to superior Example: Sir Miranda,

Any order – same rank,

When you introduce people of the same rank,

it doesn’t matter whose name comes first

Pre-closing the conversation A

FORMAL Thanks for your time

Thanks a lot for the information

I really should be leaving

No problem

Welcome

It’s been nice talking to you

No problem

I have to get going too

I have to go

Would you excuse me please

It’s alright

Take care

Don’t worry about it

I’d better not to take up any more of your time

Let me know how things work out

Keep me posted

INFORMAL

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Got to go now… I have to run… I must be going… I have to rush off…

See you again

Great talking to you

Same here

Same here

Closing the conversation

Expression

Possible Response

Formal Talk to you later You’re welcome

Thank you for your time

My pleasure

Informal See you later

Until next time… Ok

Bye Practice: Prepare a role play based on the following situations

You want to introduce:  Your new acquaintance to your boss  A male friend to a female friend For Accent Theory: Get your Training Kit for accent and try to know the rules for American/British accent For Accent Practice: Get your Training Kit for accent and try to apply the rules for American/British accent

APPLY THE RULES IN YOUR SKILLS A

Simulation/role play After another orientation,

the newly-hired agents and their trainers held a welcome party for all departments

Introduce yourselves to the others and introduce your new friends and trainers to your new acquaintances

Practice using the appropriate strategy for introducing yourselves and others,

for keeping the conversation going

Be conscious too of your vowel and consonant sounds

Introducing oneself: Beginning- sustaining the conversation- pre-closing-closing

Miranda and Associates Language Management Services

Sample dialogue: Listen to the conversation among the call center staff

Pay attention to expressions used and the spontaneous way of introducing oneself to another person

Then practice the dialogue with a partner

A: Hello

I’m Anne

I’m the new secretary

B: Pleased to meet you,

I’m Jerry and work as a clerk at the Accounting Office

A: Small world

I’ll work for Mr

He’s the Chief Accountant,

how long have you been working here

I’ve been here for a month

So just like you

I’m also a newcomer

A: But not as a neophyte as I am

I think your workstation is next to mine

I’m glad you sit next to my place so you’re within reach if I have some questions

B: Yeah

Feel free to ask me anytime

A: I guess I have to get back to work

Break time is over

B: Will you have lunch with me

B: See you then at the cafeteria

Twelve fifteen

I’ll reserve a seat for you and maybe you can meet my friends

A: Really

See you later

Role-play presentation Given the situation above,

create your own situation in introducing and greetings that are applicable and relevant to gatherings or interactions in your unit

Warm up: 5 Minutes

Introduce yourself

Ask the name

Present work or studies or both

Miranda and Associates Language Management Services

Hobbies such as going to malls,

Plan for the next 2 and five years

Long turn: 5 Minutes Some people believe that allowing a partner to work abroad will be more disadvantageous rather than advantageous

Discuss both the advantages and disadvantages of allowing a partner to go abroad

Include any relevant examples,

You will have to discuss this in 3 minutes without interruption

Making opinion: 5 minutes Why do people work hard

? What is the ideal life after retirement

? How is time being spent before

? How is time being spent today

? How do you think life will become in the future

TEACHER’S FEEDBACK CRITERIA: 

Naturalness

Probability of the situation

Correct use of vocabulary and expressions in context

Correct production of vowel sounds

Correct use of intonation patterns

Correct use of grammar

Employment of paralinguistic i

Miranda and Associates Language Management Services

Day 2 Receiving and giving information with grammar and long conversation focus OBJECTIVES 1

To ask appropriate questions (Wh/H) to get desired information 2

To give appropriate answers to client’s questions on flights and affairs 3

To practice speaking using rising-falling information 4

To produce the /i/ and /iy/ sounds

PREPARE TO SPEAK A

Dialogue Flights and airfare Agent: This is International Jobs Recruitment Agency (IJobs),

This is Mitch

How may I help you

This is Stuart Daly

I’m planning to go to New York next week

What are the available flights

? And what’s the airfare at the moment

Miranda and Associates Language Management Services

Agent: Client: Agent: Client:

Well sir,

D’you want to fly first or economy class

When d’you want to leave

What are the available morning flights from Washington D

Let me check the flights

my computer is rather slow today

I hope you don’t mind waiting for a couple of minutes

Client: Not at all

Agent: Thank you

I’m almost done

Here let me read the available airline flights and fares: Time Nonstop 1 Stop

Multiple Carrier $123 $148

Client: Agent: Client: Agent:

United Airlines $233 $248

US Airways $245 $347

Which flight would you like to take,

? The 7:30 flight – Multiple Carrier

Could you book that for me

? Let me confirm with the airline first

Okay then,

Multiple Carrier

Is there anything else I can help you with

Thank you

You’re welcome

Have a nice day,

Pronunciation Directions: Go over the text again

List down some of the words that represent the critical sounds /i/ and /iy/ in the text

Practice producing the following: /i/ bit

Fit Grit Hit It

Eat Feat Greet Heat

Live Rich Sin Slip

Leave Reach Seen Sleep

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List mill Rid Sick Sit

Least Meal Read Seat seek

Still Wick will

Steal Week Weak We’ll

Pronunciation exercises 1

It’s something I’d rather not eat

Would you like to sit in seat number 3

I still don’t understand why they had to steal my tickets 4

Can you at least provide me with a list of choices

We’ll make sure you get there

You will surely arrive on time

I seek for a postponement for next week because my child is still sick

I still think we’re going to hit the road tomorrow s=despite the heat

Don’t give me my brochure

I’d rather get rid of those things

We’re finally leaving next week to live in Long Beach

How do you reach me for the tickets

I’m not that rich to go all the way there just for that

Intonation Pattern What is intonation

to pages 11-20 of the Accent Kit) Intonation is the rising and falling when you speak

It’s like a jazzy movement,

Exercise 1-44: Building an intonation sentence CD 2 Track 13

Additional Practice: 1

The receptionist at the hotel is very accommodating

She wants to join the caravan to Nepal

The chauffeur drove me around the city

You can avail yourself of the package tour to Rome

My flight to Chicago was cancelled

The cab driver got me to the airport in time

The tour guide graciously showed me around the museum

I left my luggage at the resort hotel

He’s a chance passenger

I’ve earned enough mileage for a free trip to Boracay

BASIC INTONATION PATTERNS USING THREE AND FOUR WORDS

THREE-WORD PATTERN The 1st and last ‘AC’are emphasised middle word stays

FOUR-WORD PATTERN words or The first three words are mentioned while the monotonously but the last word or ‘D’ is in normal emphasised by moving up the pitch a

Miranda and Associates Language Management Services

Example:

D Example: A He

Ergon: Below are simple Ergon: Below are simple sentences

Read sentences

Read them by using them using the above principles

Repeat after me (practice):

Repeat after me (practice):

He works well

He’s cleaning the cabins

Services are carried

Services are carried out

Sea-travel is safe

Sea-travel is safely managed

They prefer skills

They prefer skilled workers

He speaks English

He speaks English well

They have rules

Housekeeping rules are posted

Skills are required

Qualifications are

He’s working well

Sea-travel is great

He’s working well always

Shipments were removed

Sea-travel is amazing experience

Services are ensured

Shipments were removed yesterday

It cruises slowly

He ensures excellent services

Staffs are great

The ship was cruising

They were appreciated

Staffs are helping us

They thank them

They were appreciated honestly

They thank them

Miranda and Associates Language Management Services

GRAMMAR A

Question words with short and long answers Drills: which of the Question words (what,

will you use in asking with a follow up long answer

? Write the exact question below the given information

Example: INFORMATION: Social Security Number Question: What is your Social Security Number,

? INFORMATION: Acquaintance’s family name QUESTION: _________________________________________________________ INFORMATION: Customer’s date of birth

? QUESTION: _________________________________________________________

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INFORMATION: Company’s anniversary QUESTION: _________________________________________________________ INFORMATION: Car rental fee QUESTION: _________________________________________________________ INFORMATION: availability of flight QUESTION: _________________________________________________________ INFORMATION: Office location QUESTION: _________________________________________________________ INFORMATION: Way to the airport QUESTION: _________________________________________________________ INFORMATION: Client’s complaints QUESTION: _________________________________________________________ INFORMATION: Name of comparison QUESTION: _________________________________________________________ INFORMATION: Reason for cancellation QUESTION: ________________________________________________________

APPLY THE SKILLS A

Simulation: Prepare a 3 minute role play on the following situations

A client calls to ask for flights and prices from Houston to New Orleans on December 15

He is booking a month in advance

He is flying with his wife and 3 teenage children

Can you give him a list of package flights and prices

A client from Maryland is asking about round trip flight ticket to San Diego

He is also expecting some discounts

What can you offer him

You want to share the day’s happenings with your friend

You had 30 good callers and 5 bad ones

Despite the good calls,

you felt down because the bad callers were so nasty

Teacher’s feedback:  Spontaneity

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 Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation pattern  Accuracy in the use of question words  Good idioms

Day 3 Making the conversation going with longturn and question analysis focus OBJECTIVES 1

To answer client’s inquiries on connecting flights 2

To use appropriate expressions to fill up dead air

Miranda and Associates Language Management Services

To produce the /ey/ and /e/ sounds correctly 4

To ask appropriate questions (yes/no) using the rising intonation pattern

PREPARE TO SPEAK A

Dialogue CSR: Philippine Airlines,

This is _____

Can I help you

Is there a connecting flight to the Philippines from Chicago Airport

but I haven’t booked my ticket yet

Please give me the connecting flights on that day

Then I’ll decide which airline to take

CSR: Ok,

do you want to hold or I’ll call you back in 5 minutes

? CLNT: I don’t mind waiting

CSR: Thank you,

Let me pull up the information from my computer

It’s September 22,

CSR: One minute more,

Are you still there

CSR: Here it is

Do you have your pen and paper

CSR: Sir,

here is your first option: Wed,

Sept 22 Depart: 9:34PM Arrive: 11:59PM 2 Stops

United Airlines 161 Chicago,

IL San Francisco,

CA Change Airlines Time between flights 1 hr 6 min

Sept 23 Depart: 1:05AM Arrive: 5:30AM

China Airlines 3 San Francisco,

CA Taipei,

Taiwan Change Planes Time between flights: 2 hr 35min

Sept 24 Depart: 8:05AM Arrive: 10:05AM

China Airlines 631 Taipei,

Taiwan,

Manila Philippines

CLNT: Got it

CSR: Anything else I can help you with

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CLNT: Nothing else

Thank you and goodbye

PRONUNCIATION Directions: go over the text again

List down some of the words that represent the /ey/ and /e/ sounds in the text

Then classify them according to the following: /ey/ sound

PRACTICE PRODUCING THE FOLLOWING /ey/ gate Airfare Airplane Airport Date Dateline Delay Dateline Delay Detail holiday Irate Late Mail Mercedes Rate Same take

/e/ get Men Bet Check Desk Get Letter Melbourne Men Messenger Met Penalty Penny Press Red rentals

PRONUNCIATION EXERCISES 1

What time are we leaving the airport

Do they say elevator or lift

I’d like to rent a Mercedes for one week

What does the package include

We’ll see to it that your transportation is provided

Our regular rate for this season ranges from $300-%700

Miranda and Associates Language Management Services

Your itinerary might vary according to your choice of a holiday

Please check if all your papers are ready

Do we take a cab or a bus

Our desk officer will be around to assist you

INTONATION PATTERN EXERCISES Direction: Read aloud the following sentences below using the RISING intonation pattern Example: Can I make it on the 9:30AM flight

Do you have your passport with you

Is he en route to Bethany

Have you packed your clothes yet

In this club exclusive for visa holders

I’ve cancelled my flight to Houston

Can I get a refund for my ticket

Will you fetch me at the airport terminal

Would you please book me a suite for tonight

Am I a standby passenger

Is there an available seat at the 10:30 night express train

Is this itinerary ready

COMMUNICATIVE FUNCTIONS A

Exercise: Practice reading the dialogue in ‘Prepare to Speak’ with a partner

Pay attention to the common expressions used to fill up dead air and make clarifications or follow up

Strategy: Fill up the ‘dead air’ by making clarifications/follow up  Use the following expressions to fill up ‘dead air

’ Repeat these words as often as you can

do you want to hold or I call you back in 5 minutes

?” “Let me pull up the information

Are you still there

?” “It’s _________________,

?” “Do you have your pen and paper

?” “Anything else I can help you with

More practice: Can you add more to the list

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Filling up dead air

Making clarification/Follow up

Vocabulary and Idioms Exercise 1: Go over the dialogue again

Can you identify some of the idiomatic expressions used

? List down the idioms you found in the text and explain how you understand each

Idioms Used in the Dialogue

Possible Meaning

Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box

book Layover standby A: B: A: B: A: B: A: B: A: B: A: B: A: B: A:

Hold on waitlisted Connecting flight

Take note No big deal To fly

ABC Travel

This is Shane

May I help you

This is Mark Sanders

I’d like to know if there’s a _____________ from San Francisco to Miami,

Florida

I intend _____________ PanAm on July 4

Hold on a minute

I’ll check with the airline

There is,

but you’ll have a 12hour in Texas

Can you ______________ me a ticket

Economy or Business

Are you willing to travel __________ if I can’t get you a confirmed seat

Okay then

I’ll book you a flight now

Anything else,

How do I know if I am _____________________

? I’ll call you 48 hours before you scheduled flight

Once we give you a reserved seat,

be sure to call and confirm your flight at least 14 hours before departure

I’ll __________of that

Anything else I can help you with

Don’t mention it

Thank you for calling ABC Travel

Miranda and Associates Language Management Services

GRAMMAR Yes/No Questions Rule 1: Whenever a linking verb is used in a verb phrase,

it is always comes with a progressive form of the main verb

Is she getting the bills today

? Are you doing the report now

Is + getting Are + doing

Rule 2: Whenever the helping verb do,

or did is used in a verb phrase,

it always comes with the main form of the verb

Did you go to Arkansas last year

? Do you know how to get there

Did + go Does + eat Do + know

Rule 3: Whenever the helping verbs has,

or had is used it always comes with the past participle form of the verb

Has your family lived here long enough

? Has + lived Have you been to Manchester Homes

? Have + been Had all the visitors gone when we left

Drills: Study the following sentences

What kind of questions are asked based on the following given answers

? Write the possible questions

QUESTION: ____________________________________________________________ ANSWER: I came with somebody else

QUESTION: ____________________________________________________________ ANSWER: She passed the oral and written exams

QUESTION: ____________________________________________________________ ANSWER: The flight was delayed because of the fog

QUESTION: ____________________________________________________________ ANSWER: They don’t give a 20% discount anymore

QUESTION: ____________________________________________________________ ANSWER: It’s got to be in my files

Miranda and Associates Language Management Services

QUESTION: ____________________________________________________________ ANSWER: I went on a cruise alone

QUESTION: ____________________________________________________________ ANSWER: The client wanted a refund

QUESTION: ____________________________________________________________ ANSWER: I didn’t attend the orientation but I was there at the seminar

QUESTION: ____________________________________________________________ ANSWER: I had to see my boss because a client complained

QUESTION: ____________________________________________________________ ANSWER: The managers left early today to prepare for our team planning

APPLY THE SKILLS A

Simulation 1

A client calls to book a ticket

Her itinerary is New York to Miami

she wants to fly back to North Carolina on the same day

She needs to leave New York at 2:00PM and be in Miami not later than 9:00PM

Give her two options 2

A /Filipino asks for connecting flights from /san /Francisco to Cebu,

he wants to know the available flights and the prices

He’s flying economy and prefers the cheapest ticket

Give hi at least 3 options but be sure to get him to book with your agency

A client holds a ticket,

a direct flight from Paris to Los Angeles

For some reason,

He wants to know the flights that will delay his trip for two hours only

Help him change his booking

ASSESSMENT Criteria:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in the use of yes-no questions

Miranda and Associates Language Management Services

Day 4 Offering product line with long conversation focus OBJECTIVES 1

To address clients’ concerns about vacation packages and discounts 2

To produce the / / sound and /ow/ sounds correctly 3

To practice speaking using circumflex pattern 4

To ask appropriate (tag) questions to sound more natural

Miranda and Associates Language Management Services

PREPARE TO SPEAK A

Dialogue A: CIC Travel,

do you mind holding for a minute

? I’ll be with you right away

But don’t be long

I don’t have all the time in the world,

A: Sorry to have kept you waiting

I was on the other line

How may I help you

? B: that was a damn long minute

A: I’m really sorry,

What can I do for you

? B: I’d like to inquire about vacation packages,

I’d like a package that includes airfare and hotel accommodations

A: Orlando

we can certainly arrange a wonderful holiday for you,

especially if you’re booking early

Will it be for one person on more

My wife,

A: So you’d like a double room or two single rooms

A: Could I get your name and email address,

You also provide car rentals don’t you

sir would you like to know our rates

A: Here are the rated,

Compact

- $21/day

Mid-size

- $23/day,

Full-size – $30/day

- $36/day

Aside from the rental,

there’s also 10% surcharge for taxes and fees

B: I’ll take a mini-van

A: How long do you intend to use the car

So how much is the vacation package again

but there’s a discount of 20% for the children

B: Roughly,

B: That’s rather expensive isn’t it

I’ll call back

A: Thank you,

But let me tell you that the 20% discount for the children is only good until the end of the week

B: I’ll take note of theat

A: Could I have your name and phone number,

Robertson,

882-1130

A: Thank you,

You don’t mind I suppose if I say you and your family deserve a vacation

A: Thank you for calling IMI Travel

Have a nice day

Pronunciation Instruction: Go over the text again

List down some of the words that represent the / / and / ow / sounds in the text

Then find a pattern to classify them

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Practice by saying the following: / / saw Bald Bought Call Draw Flaw Fought Hall Lunch Mall Talk Thought Walk War Warm warn

/ow/ sow Both Bowl Cold Dough Flow Gross Load Local Note Own Roll Row Though Told Zone

Pronunciation Drills 1

Do I get a bonus point on my mileage

Is that product produced locally

Don’t get upset

I think I saw your name on the official list/ 4

You will see a sign in the hallway

Are there malls around the city

The three boxes of documents will be sent in two weeks

Let me show you the time zone

Can you phone me within the week

You will have to comply with the airline rules

Do you have a problem

? Why don’t you make a toll free call

Intonation Patterns The third kind of intonation pattern is the ‘CIRCUMFLEX

’ This is used in sentences indicating choices

In the first choice,

Example:

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Are you taking the economy or business class

Exercises: Now use the circumflex

Would you like a non-smoking or a smoking area

Would you like some tea or coffee

Is my rented car a Toyota or a Nissan

Did you book me a single or a double room

ARE THE CAR RENTALS EXPENSIVE OR REASONABLE

IS THIS BUS LEAVING AT 10:00 OR 11:00 o’ clock tonight

Do I pay in cash or traveler’s checks

Will you have a dinner in a restaurant or in your room

Will you go on a business or pleasure trip

Have you booked me a ticket or not

COMMUNICATIVE FUNCTION A

Exercise: Practice reading the dialogue in Prepare to Speak with a partner

Pay attention to the common expressions used to apologize and offer something

Using techniques: Apologizing and Offering Something USE THE FOLLOWING EXPRESSIONS TO APOLOGIZE: “Sorry to have kept you waiting

USE THE FOLLOWING EXPRESSIONS TO OFFER SOMETHING: “We can certainly arrange a wonderful holiday for you

” “But let me tell you that the 20% discount for the children is only good until next week

More practice: Can you add to the list

Offering something

Vocabulary and Idioms Exercise 1: Go over the dialogue again

Can you identify some of the idiomatic expressions used” do you know what they mean

? List down the idioms you found in the text and explain how you understand each

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Idioms Used In The Dialogue

Possible Meaning

Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box: For ages Good as new Before you know it What I’ve been looking for

Burnt out Go full steam ahead Itching to start

In a rut Package vacation Cover for you

A: I feel so tired and bored

It seems I’ve been working on this account _____________

B: you must be feeling _____________

You’ve been doing the same thing all your life,

A: what signs

? B: what you are going through right now

You’re tired and bored,

and probably feeling __________

Those are the signs

Why don’t you take time out of your work and to say,

? A: Hmmmnn that sounds like fun doesn’t it

? B: if you want to spend a few days in the Caribbean,

you can access this website: www

com and book a _______________

A: that’s exactly ___________________

B: Hey,

while you’re on the vacation

I’ll _____________

So you forget your work and just enjoy yourself

And ___________,

you’re _________________________

A: you’re sweet

B: it’s okay

A: I’m already _________________ my vacation

GRAMMAR A

Tag Question Exercise 1: Go over the 2 dialogues in this lesson

Underline the tag questions used

Exercise 2: list down other examples of tag questions

Tag Questions are questions placed at the end of a sentence

Note: We generally use a negative tag question after a positive sentence

“Mary is a call center agent,

?” Note: We generally use a positive tag question after a negative sentence: “Mary isn’t a call center agent,

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Tag Question means mean either of these two: 1st : you are not really asking s'question

you’re only inviting the listener to agree with you

In this instance,

you have to project the voice by going down

“Vincent doesn’t look happy today,

? 2nd : but if you are really asking the question with this intention

Your voice goes up to get a yes or no answer

“You haven’t met any rude clients today,

Exercises: Complete the following sentences by putting the appropriate questions tag

You’re not in a hurry,

Our manager speaks German,

The customer doesn’t need to get this information,

He’s not interested,

Be more cautious,

She hasn’t come back,

The Director is still out,

You didn’t book my flight,

You wouldn’t mind telling,

There are more customers now,

APPLY THE SKILLS A

Simulation 1

You work for Canadian Immigration Consultancy

Help a customer who calls you about booking a Thanksgiving Holiday but on a tight budget

Give your reasonable options and suggest the best one

A client would like to book for a weekend holiday for 25 people in a seaside resort

He inquires about your packages

What will you suggest to entice him to close the deal with you

An executive calls to ask about a romantic 3-day holiday in Hawaii

He’s like the best accommodation for him and his wife

The deal includes hotel accommodation,

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ASSESSMENT Criteria:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in the use of tag questions

Day 5 Offering product line and making the conversation going OBJECTIVES 1

To meet clients’ needs with utmost care for customer satisfaction 2

To produce the /ae) and /a/ sounds correctly 3

To practice speaking using the different intonation patterns

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To ask different kinds of questions to sound more natural in speaking English

PREPARE TO SPEAK A

Dialogue CSR: Canadian Immigration Consultancy Links

Good afternoon

This is _________

Can I help you

I have a problem

I’m arriving in Houston at 8:00AM tomorrow and I’m running late for a photo shoot so I need a car to pick me up at the airport and take me to the museum before 9 o’clock

Could you make arrangements for me

May I have your complete name,

International Photography,

Madison Square,

New York

My flight number is 707 PanAm

CSR: Sir,

please hold the line for a few minutes

I’ll call Solomon Car Rentals and see if there’s a car available for you

By the way,

do you have any specific preference

Any suggestions

? CSR: Our minimum is $63 an hour for an ordinary car

Would you like that or something else,

We offer the best details in car rentals

CLNT: All right

I’ll take your word for it

I’ll take it then

CSR: Let me run through the arrangement,

So you are (name) ____________,

flight number 707 PanAm will be picked up at the airport at 8:00AM

Your driver’s name is Nestor Miranda and you’ll be taking a whitr Camry with plate number Y41-TSD

You have to be at the museum before 9 o’clock

Did you get the details,

! CSR: Anything else I can help you with

You’re such a big help

Thank you very much

CSR: My pleasure,

Pronunciation Directions: Go over the text again

List down some of the words that represent the /ae/ and /a/ sounds in the text

Write your answers in the box

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Practice by saying these Extra words /ae/ Add Bad Baggage Bat Cab Cap Caravan Crack Fax package[ Pass passport Stamp Transatlantic Transfer transportation

/a/ Almond Blond Bottle Calm Card College Cop Got Hobby Knowledge Mark Palm Plot Psalm Sharp shock

Pronunciation Exercises 1

I need a cab to take me to the hotel

Why don’t you leave your baggage here

Does this card serve as the key

My luggage was accidentally taken by an old blonde woman

How much does a Philippine Package cost

I’ll have my secretary fax the document to you,

Where’s the shortest way to Philippine Package

How many reward points do I get for this flight

There’s a caravan on Tenth Avenue

Flights have to be canceled because of the war

Review Intonation Patterns Check if you still remember hoe three intonation patterns are used by reading the following sentences aloud

Use the appropriate intonation pattern foe each

“You remember the exact dates,

? “I’ll get the tickets for you

” “Is this the way to Exit B

?” Do we have to fill out the Departure Form now

? “Is it the blue one or the white one

?” “Which seat do you prefer – aisle or window

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Note:  The first pair of sentences is an example of rising and falling intonation

The first one is a tag question and the second one is a simple statement

 The second pair of sentence is an example of falling intonation pattern

Questions of this kind are answerable by yes or no

 The last pair of sentences is an example of circumflex intonation

They are statements that indicate choices

Intonation Pattern Exercises Exercise: Identify the intonation patterns in the following sentences

Write F for falling,

C for circumflex,

and R for rising intonation on the blank before the number

Take the new PNR train to Bicutan

Haven’t we met before

Let’s go to the counter now,

Do you enjoy skiing or driving

This vacation package is unreasonably expressive

Is your child old enough to travel

You didn’t notice the warning sign at the lobby,

Are you taking the cruise with your whole family

Is it economy or business class

Do we get our tickets now

The stewards at PAL 101 are very friendly and accommodating

Would you like coffee or tea

Can we take a bus to the downtown area

Did you get a discount or not

Is that place in New Hampshire or Rhode Island

COMMUNICATIVE FUNCTIONS A

Exercise: Practice reading the dialogue in Prepare to Speak with a partner

Pay attention to the common expressions used to confirm and to express gratitude

Techniques Use the following expressions to make confirmations: “Would you like that or something else,

?” “Let me run through the arrangements,

” “Did you get all the details,

?” “Anything else I can help you with

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Use the following expressions to express your gratitude: “You’re such a big help

More Practice: Can you do the list

? Can you add more to letter ‘B’ above

? Making confirmations Expressing gratitude

Vocabulary and Idioms Exercise 1: Go over the dialogue again

Can you identify some of the idiomatic expressions used

? List down the idioms you found in the text and explain in your own words their meaning

Idioms used in ‘Prepare to Speak’

Possible meaning

Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box:

surcharge Money back Fr the longest time

Mix up Regular Coming up

Car Rentals,

Patrick speaking

How may I help you

This is Mr

Jackson

I’m afraid there’s been a ____________ and I’d like to clear the matter as soon as possible

What seems to be the trouble

A week ago,

I rented a small Civic economy car from your airport office,

who was arriving the following day could use it

The agent there told me I

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could have the car at $25 a day,

When my son returned the car yesterday,

the agent was ____________ that he pay $30 plus 50 cents a mile

My son paid the surcharge,

but I think that wasn’t fair

I deserve my money back,

Was he the same agent you talked to

Probably

Now I know what the problem is

That time you rented the car was the last day of or mileage discount for economy cars

Charges for cars used the following day reverted to the regular rate

In that case,

your agent should have made it clear to me

I’ve been renting cars from your company ______________,

and this is no way to treat a ____________ customer

Indeed,

I’m very sorry about that,

Jackson

You’re right

the agent should’ve informed you

The discount no longer covered cars used the following day

That must’ve ____________ his mind

I see no reason why you should ______________ this mistake

Please send me the bill and your receipt of payment,

and I’ll see to it that you get your ___________

that’s very considerate of you,

Patrick

Don’t mention it

Customer satisfaction is our main concern

By the way,

we have mileage discounts for middle-sized and luxury cars _______ next week

I’ll let you know

Thank you

Our pleasure,

Jackson

GRAMMAR A

Question Words,

Yes/No Questions,

Tag Questions Go over the two dialogues in this lesson

Underline the question words,

and tag questions used in the text

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Review Do you still recall how the different kinds of questions are used

? Write a short dialogue given the following situations using tag question words,

Situation 1: it’s your first day on a call center work and you already encounter an irate client

The client does not have most of the information you have to get from him/her in order to process the request

What kind of questions are you going to ask to get the information

? Situation 2: you are on the last day of your training sessions

The trainer encourages all participants to ask questions for clarification or further explanation

What kind of questions are you likely to ask to make sure you are prepared for your job after the training

APPLY THE SKILLS A

Situation 1

A client calls to enquire about car rentals

On ordinary days,

The prices are inclusive of per day insurance,

You also do inclusive weekend arrangements at $29,

A client on holiday in Las Vegas calls to hire a car

He’s like a small car for the weekend

He calls your agency to see what you can offer

The total cost,

A client makes an urgent call to ask you to sent a car at the airport,

which is just a kilometer away from your company

There’s no available small or compact car

You want to clinch the deal so you try to convince her that a medium-sized one would do

What would you say for her to agree with your suggestion

Discuss in 5 minutes your plan for your personal development and its effect to yourself,

Copy this and submit the result of your assessment to the teacher:

SPEAKING ASSESSMENT FORM Day 3:

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The cruise staff department & Reservations Name of Speaker: ______________________________________________ Name of Assessor: _____________________________________________ Topic: ________________________________________________________ Date: _________________________________________________________

How do you rate yourself

Your accent

Your paralinguistic standard – eyes,

Your sentences

Member’s/partner’s impression 

Does the speaker stutter/falter

Does the speed vary

How’s the speaker’s accent

Does the speaker able to finish a sentence naturally

Grade: NI,

Very Good,

Excellent

Write your short impression

Teacher feedback Criteria:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds

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Correct use of intonation patterns Accuracy in the use of the different kinds of questions

Day 6 Conversation warm-up,

and opinion making with grammar focus OBJECTIVES 1

To acquire strategies for small talk and fillers for dead air 2

To produce /

/ and /a/ sounds and pronounce words with correct

To master subject-verb agreement rules

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PREPARE TO SPEAK Dialogue A: B: A: B: A: B: A: B: A: B: A: B:

A: B: A:

! I heard you’re leaving for the US

How’d you know about it

! It’s still hush-hush until the formal announcement

C’mon tell me

My lips are sealed

Trust me

My Unit Head recommended me for further training at the Head Office in Florida

and I’m going to be away for three months

Lucky for you

! What will you be training for

I’m quite thrilled,

though I can hardly believe that among the short listed,

I was chosen

You’re the person for the job and the Board knew that

That’s quit flattering

you know the news came on such short notice that I have to get my visa this week and also my things in two days’ time

Good it’s still summer there

Most of my clothes will do

Otherwise,

How can I be of help

So far,

everything is falling into place

Thanks,

I have to get going now

My interview for the visa is at three 0’clock this afternoon

Pronunciation Directions: Go over the text again

List down some of the words that represent the / / and / a / sounds in the text

Write your answers in the box

Practice by saying the following aloud:

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About Among Attend Attire But Children Cousin Cup enough Famous Public Subway Sun The Tough Trouble us

/a / Arch Balm Bottle Calm Card comet Drop Flock Together Foreigner Hobby Horror jog Knowledge Mark Qualm Sharp starch

Pronunciation Exercises 1

I want to stay calm but I just can’t help getting upset now

In New York are we allowed to wear that kind of attire in the office

Did you notice the sharp curve along Main Street

The children have to go back to School even if the family situation is still rough

What kind of trouble did your foreign get into

I’ve got no knowledge about the increase in registration fee

I have no qualms taking the subway to Jersey

Among the agents,

only one has reached an outstanding mark

You just can’t imagine the horror that trip to Long Island brought us

In the East,

it’s not enough that you jog every day

Word Stress Element of Language Stress 1

Loudness (force or intensity) 2

Pitch (lowness or highness of sound) 3

Duration (the length of the stressed word is greater than the unstressed word)

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Read the following words

Which syllables are stressed

Customs 2

Maintenance 3

Itinerary 4

Coverage 5

Cashier 6

Baggage 7

Southern 8

Transatlantic 9

Mercedes 10

Mileage To better acquaint yourself with word stress or stress,

you must learn how to consult the dictionary

Two (2) Kinds of Stresses 1

Primary (‘) stress 2

Secondary (“) stress Some words have a secondary and primary stresses

Example: ‘ “ “ ‘ Circumstance manifestation ‘ “ Consequence

Compound verbs have a primary stress on the second syllables and a secondary stress on the first

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Exercise in Word Stress 1

For this company to survive,

we need innovative marketing strategies

It’s the company’s obligation to overhaul the recruitment process to better screen applicants

As a manager,

his reputation as a no non-sense boss precedes him

The classification of the different accounts depends on services rendered to clients

Under what category should we place the complaint

It is obligatory for all employees to get an NBI clearance

Due to unavoidable circumstances,

During the awarding ceremonies,