2 the Call Center

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The Call CenterEveryday Dialogues

Dialogue Reading Read the dialogue with your partner a few times. Take turns being each character. Practice your intonation and pronunciation. Write down any new words or phrases in your notebook.

Customer Service Representative:

TeleTalk Communications. Andy speaking. How can I help you?

Customer: Hello. Id like to cancel my home phone service.

CSR: May I ask your reason for canceling? Is this about a change of residence?

Customer: No. I just dont use my home phone service anymore. I mainly use my cell.

CSR: I understand. Do you presently use TeleTalk as your Internet provider?

Customer: No, I have Internet at work. I just use it for long distance...which I can do on my cell.

CSR: Well, we do have a package that may be of interest to you. TeleTalk has a special deal on

Customer: Im sorry. Im not interested in any promotions. Im just calling to cancel.

CSR: Thats no problem. You understand that there will be a $50 penalty for canceling your contract, right?

Customer: $50? I dont remember signing any contract.

CSR: We will happily wave the penalty if youre interested in keeping your home phone for the next three months.

Customer: No, Im not interested. Im afraid you wont be able to talk me into any promotions today.

CSR: No problem. Ill just need to transfer your call to a different department. Please have your four-digit access code ready.



Practice Work with your partner. Role-play the dialogue, substituting the different expressions below. Then reverse roles.

How can I help you? What can I do for you? May I ask the reason for this call?How can I be of service today?

Please have your four-digit access code ready.Can you give me your PIN, please?Do you by chance remember your secret code?Ill just need your password to verify your identity. Ill need your date of birth, please. ! !

I have something that may be of interest to you. Can I interest you in a special package? We have a deal going on right now. Have you thought about bundling your services?I think you may be interested in a promotion we have going on right now.

Im sorry. Im not interested. Thanks, but Im not interested. Thanks, but no thanks. (informal) No thank you. Thats not what Im calling for.Im afraid that doesnt interest me.

Is this about a change in residence? Are you moving? Does this involve an address change?

There will be a $50 penalty. There is a $50 charge. There is a $50 change fee. There is a $50 cancellation fee.

Id like to cancel my home phone service. Id like to cut off my phone service. I want to cancel my Internet. Id like to break my contract.

I just need to transfer you to another department.Ill just put you through to another department.Please hold while I pass you on to my supervisor.Please hold while I connect you to another representative.



lost credit card stolen passport not enough channels apply for mortgage slow to download files garbage disposal inquiry want long distance deals overcharged for movies

Bank Phone TV/Internet Government

money missing from savings not enough channels stolen passport

want a car loan unemployment benefits immigration question monthly fee question high speed Internet promotion balance inquiry retirement savings question

Call Center Scenarios Work with your partner to classify the following concerns and inquiries. Which call center is required? Some items may be added to more than one column.

Example:

income tax question money missing from savings lost birth certificate change of marital status address change want a different phone # canceling service

Practice: Work with your partner to practice starting conversations between a CSR and a customer. Use the concerns and inquiries in the chart.

CSR (TV): What can I do for you today? Customer: I was overcharged on my bill this month. I only purchased one movie, but I was charged for two.

CSR (bank): How can I be of service today?Customer: Id like to open a retirement savings account.



CSR: Main Branch West. How can I ___________ you?

Customer: Hello. Im a Main Branch customer. Id like to

___________my account.

CSR: You want to close it. Okay. Is this about an address _____________________?

We can transfer your account to a new branch.

Customer: No, Im not moving. Im switching _________.

CSR: No problem. ___________ask your reason for switching banks?

Customer: Im just tired of all of the monthly ___________ at this bank.

CSR: I ____________. Perhaps I can ________ you in our no-fee savings account.

Customer: Thanks, but Im not ________________ in any ____________ at this time.

CSR: No problem. Ill just need to set you up with an appointment. Please ________ while I

__________ to another department.

Customer: Cant I just close my account over the phone?

CSR: Im _________ not. Closing an account requires a signature. You will need to come into the

branch.

Customer: Great. (sarcastic)

CSR: Please have your ____________ ready. The next CSR will need to verify your identification.

Dialogue Building Complete the dialogue below with appropriate expressions.



Write Your Own Dialogue Choose one type of call center. Choose one reason why a customer might call this center. Write a telephone dialogue with your partner using phrases from page 2. Practice and present the dialogue to your class.

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Bank Phone TV/Internet Government

money missing from savings address change not enough channels stolen passport

apply for a mortgage

want long distance deals overcharged for movies garbage disposal inquiry

address change want a different phone # canceling service income tax question

canceling service canceling service monthly fee question lost birth certificate

retirement savings question

monthly fee question

high speed Internet promotion change of marital status

want a car loan slow to download files address change

monthly fee question unemployment benefits

balance inquiry immigration question

Answer KeyLesson Description: In this lesson, a customer talks to a customer service representative at a call center. Students learn useful vocabulary and expressions for contacting telephone help desks. Call Center Scenarios

After students have filled out chart, encourage them to practice asking questions related to the inquiry/problem.

Dialogue BuildingThese are suggestions. Your students may choose other words that fit.CSR: Main Branch West. How can I help you?Customer: Hello. Im a Main Branch customer. Id like to close my account. CSR: You want to close it. Okay. Is this about an address change? We can transfer your account to a new branch. Customer: No, Im not moving. Im switching banks. CSR: No problem. May I ask your reason for switching banks? Customer: Im just tired of all of the monthly fees at this bank. CSR: I understand/see. Perhaps I can interest you in our no-fee savings account. Customer: Thanks, but Im not interested in any promotions/deals/specials at this time. CSR: No problem. Ill just need to set you up with an appointment. Please hold/wait while I transfer you/put you through to another department. Customer: Cant I just close my account over the phone? CSR: Im afraid not. Closing an account requires a signature. You will need to come into the branch.Customer: Great. (sarcastic)CSR: Please have your security code/password/PIN ready. The next CSR will need to verify your identification.

! Spelling Note: The text and tasks show the American spelling of the words Center and Canceling. Most other English-! speaking countries spell these words this way: Centre and Cancelling. Make it a challenge for your students to find these! words in the lesson and see if they know the alternate spellings.

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2 the Call Center