ENGLISH FOR CALL CENTERS All the vocabulary you need ☎️

well hello everyone and welcome to
today's class today we've got a
fantastic topic for you we're going to
be looking at vocabulary that we use in
customer service but before we do so
let's look at what we learned last week
so let's have a look last week if you
remember I did the class for you and I
was telling you about common
pronunciation mistakes okay so it's a
really good idea for you to to really
watch that class again or if maybe you
know if maybe you haven't watched it you
should really have a look at it because
the fact that you'll know your your
mistakes and how to pronounce things you
will send a lot more natural so what we
did in that class we learned how to
pronounce the IDI sound of your array of
your regular verbs sorry
in the past symbol so the IDI sound we
also looked at some silent letters that
we have in English so all of this for
you to become more fluent and more
natural as well when you speak so for
you to watch the class or to watch it
again it's very easy to do so I'm sure
you know you go back onto our Facebook
page on the left hand side of the screen
you will click on to the video section
another window will come up you then
choose the class you can leave some
comments and we will always reply to you
so so that was last week's class and if
this is the first time that you are
watching us well I'm teacher Dale and
it's very easy all you need to do need
to enjoy relax and write some comments
okay tell us your name tell us your
level of English where you are watching
us from and then I'll be able to give
you some feedback live right so let's
start with today's topic like I was
telling you okay English vocabulary for
customer service and today we've got a
special guest we've got Raquel so come
on in Raquel hello hello thanks for
coming to see us today thank you so
Raquel is basically she's our team
leader in that customer service
department here at Alba and she's going
to help us talking about vocabulary that
she uses with her team
when you have to talk to students and
maybe when you have to write to them so
let's look at that first of all can you
tell us a little bit about the support
team here at Alba what do you do exactly
yes of course what we use to help a
student if they have some doubts or if
they need some information about the
course or also if they have some special
requests right yes so it's a very active
team here at Abba and they're really
there you know to to help the students
to make the learning experience even
better
do you use English in your job would you
say yes we do we have students all over
the world so we need to communicate with
them sometimes in English because we do
not speak all the languages no of course
yes
so of course it's very useful would you
say that's every day to use English
every day yes we do we use English every
day okay brilliant so another reason to
learn English okay so now the class is
about vocabulary okay and we're going to
talk about vocabulary over the phone but
before we do so we've got some viewers
we've got people watching us okay we got
Yogi Karim Tim o connor Laura and Nadia
actually there are some names that I'm
recognizing so welcome to the class and
please write some comments you know keep
watching tell your friends you are
watching so then you you know we can all
have a good time learning about customer
service today
okay so vocabulary over the phone what
do you say when you answer the telephone
okay so what would you say so just to
help our viewers if you have to answer
the telephone in English okay what do
you say we say about English good
morning or good evening or good
afternoon and then how can I help you
how can I help you okay so how can I
help you that's a really good way to
start a phone conversation because it's
an open question so then it invites the
caller to maybe tell you about the
problems or the questions they have
great okay now I'm sure it happens that
sometimes you don't understand the
information over the telephone so what
do you say when you don't understand
someone's name for example or somebody's
email address what do you ask them to do
we ask them to spell the name
or the email address so we we ask so I
am sorry can you spell your name spell
your email address so spelling is very
important so knowing the alphabet is
essential so we make sure that you've
got the right information here now
talking about email addresses right
let's see if you know how to say an
email address in English today you will
learn if you're not sure
perhaps I can you could maybe read this
email address that we've got on the
screen how would you read this then
Caroline don't Smith mhm at gmail.com
exactly the two things to remember here
okay the symbol is at this is how we say
at and then it's it's not a point it's a
dot so it's really important because
these are the main characters that you
will find in an email address okay all
right you've got a message from asthma
it's an English teacher in Egypt
brilliant okay so what kind of levels do
you teach asthma okay tell us give tell
us a little bit more about what you do
so we can communicate with you right
moving on still vocabulary over the
phone we've got two sentences here can
you perhaps tell us about the first one
what where would we use the first one
sorry to keep you waiting we use it when
for example we need to check some
information about the student or the
students account right yes so sorry to
keep you waiting it's when you're taking
a little bit longer than expected and
you apologize the second one is one of
our agents will call you back as soon as
one becomes available now that's a
typical sentence very polite quite
formal to say look we are busy right now
but we will call you back
okay so the phrasal verb to call someone
back okay do you say this kind of thing
yes yes of course very useful so when
you talk to somebody over the telephone
they've you know you need to learn this
new vocabulary so so you sound natural
and formal at the same time okay now
vocabulary writing emails now we were
talking about templates earlier on and I
know that you use templates at other so
what is a template it's a text it's
already written text okay we use in
order to
answer quicker our students so because
sometimes they ask the same things and
the same information so that's much
easier for us as well of course so we
use templates just like I can said so
it's quicker we give the same standard
of service okay you'll be saying I use
English in my job right is that everyday
yogi tell us a little bit more about
what you do maybe at work and how you
use English it's really interesting okay
what kind of language do you use in the
emails Raquel formal or informal mostly
formal okay but it depends on the
request or in the relation with the
student then we use informal as well
sure so I suppose to start with formal
with the right title and okay and then
as you get to know the students a bit
better maybe a little bit more informal
of course writing emails again so here
are actually some typical sentences that
we use here at a bar okay so what's the
first one for Kelly when you write an
email thank you for contacting us okay
well that's a great way to start a
message thank you for contacting us
thank you for getting in touch you
thinking the person who's sending you
the message and then you can get into
the text after that we remain at your
disposal what would that mean I mean
when would you say that we remain at
your disposal we are there for the
student
yes so if they have further doubts or
questions they can write us back exactly
that means you know we are there for you
we are here to help you we remain at
your disposal it's a formal way to to
perhaps and a letter and actually to end
a letter we're going to see we look
forward to hearing from you soon now
that's a typical way of an self ending
an email or a letter in English the
expression to look forward to and here
look at the grammar because then the
verb will actually with ing to look
forward to plus the gerund here so the
verb with ing is really important to to
note that so yes here you've got three
examples that I'm sure
you'll need to use if you're using leash
at work okay so the types the type of
inquiries that you get at a bar what are
their occur this first one what do they
ask the students are mostly information
about the course of how it works and the
content yes this is the main one yeah
the main one and then like you said
doubts and questions so again something
typical some of your the questions that
they may have questions about the course
okay help with technical issues what
what could have issue could they have in
terms of sex so for example if they
cannot login okay sure unusual technical
issue yes then we help them to login
of course oh if this if they want to
change their email address or their
address or sole thing so all this you
know anything that's maybe not related
to to learning well to to English itself
grammar or vocabulary use the academic
party ID academic Park exactly and then
do you find some students give you
suggestions about of course okay they
they do and we appreciate it because it
helps us to improve the course so it is
perfect exactly I mean we really value
your opinion exactly the same here in
the comments if you want us to improve
something if you want us to change or
talk about a topic that interests you
you need to tell us okay and then we
will do it for you let's continue then
right well we've come to the end of that
short introduction about customer
service at other we're going to practice
together now okay so first of all some
of you have already answered this but
I'm sure we've got more people watching
do you use English at work so yes or no
and if it's yes please tell me you know
in what context and I'm sure today was
useful so you could tell us that what's
the next question and again how would
you answer the phone in English formally
yes we give you some examples okay so
how would you answer the telephone in
English you know if you had to answer
yourself what would you say and finally
yes have you downloaded the other
English application on your phone okay
let's
no because if you haven't you should
really I'm going to tell you a little
bit more about the course in a minute
but for now these are your three
questions please answer them you know as
well as you can and I'll give you
feedback Raquel and I will give you
feedback in a little while but before we
do that I'm going to tell you how to
become an average student so I was
mentioning about downloading the
application yes so you could be you
could join our millions of students
right the other course has basically got
144 units right they all work in the
same way we start with an ab film then
the whole unit is based around the film
we've got activities we've got video
classes where we teach you the grammar
we also do like short assessment tests
this kind of thing so all of that is in
one unit and we've got 144 units we've
got one more message here nadia is
saying to us and do not use English in
my job and I feel I'm starting I'm
beginning to forget it okay well of
course we don't use English at work it
can be a little bit difficult but you
know what just use the course read in
English watch films in English later on
we'll do a lesson on how to use films to
learn English so there's lots of ways
for you to practice so to talk about the
course again yes and the course is very
flexible you can study you know
whichever device your computer at home
your smartphone you can study on the go
you can study maybe more at home will be
more settled it depends you can start on
one device and your progress will be
kept on your other devices as well you
could be a free student so if you
download the application application on
your phone you can be a free student
that means you have access to the first
unit of every level and all of the video
classes but if you are a premium student
and that's the best option you have
access to everything and you are
assigned your own teachers where like
teacher Robin you could write your
teacher Robin and she will explain
vocabulary and grammar and you can
practice your writing skills so do we
have more people here over first of all
let me talk about additional resources
before I look at your feedback okay well
as you know we're on Facebook we do lots
of things not just the classes but
quizzes and different things
we are on YouTube and on Twitter and
we've got the other journal and in the
upper journal that's when we write all
our blog okay and we will be posting
links so if you actually click on the
link you'll be able to look at all the
blog posts that we've written especially
about customer service so that's really
useful so now let's see if we've got any
more comments yeah we've got okay we've
got Connor here what is kind of telling
us Raquel
ah yes this happened to you what's this
question what sometimes well usually it
doesn't happen okay but sometime yeah it
happens and then we just ask to be
polite exactly I mean the question was
what do you do when a cola is impolite
so yeah that doesn't happen very often
no no no okay and what would you do then
you just to take us through that again
if letting go somebody who's rude yeah
do we have a policy to what we just ask
to be polite and to have respectful ah
and then usually they the the feedback
or the the response is positive okay
okay well that's a really good question
actually because it can happen right but
luckily it doesn't happen very often
which is very good okay well keep
writing your questions your answers and
we can check them later and while you do
with that let me tell you about next
week's lesson we're going to be talking
about entry exams for American
universities and that will be with
teacher Robin she is she'll be telling
you lots of information about that and
that's it for now so I wanted to say
thank you very much to Raquel for coming
I hope you've enjoyed it it's even a
good experience I yes of course
brilliant okay so download the
application and you know that if you've
got you know any any any kind of
problems or doubts then you know that
Raquel will be able to reply to you in a
very professional manner so thank you
very much and thanks for watching
bye bye