Call Center Job | English Practice
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- čas přidán 26. 07. 2024
- In this lesson, a model conversation based on taking a customer order is used to help call center operators and customer service representatives practice telephone skills with customers. Viewers can role play the conversation to help improve their English language and customer service speaking skills. This lesson will help anyone looking to sound more polite and professional in the workplace. Additionally, it is an excellent English language training resource for people looking to work in the English call center business, and also for call center businesses to use for training material. Additionally, this video can be used as an ESL lesson for students to practice placing a telephone order for a product or service.
Please LIKE, SHARE and COMMENT on this video.
Thank you so much!
Steve
#SnglStepEnglish #CallCenterEnglish
⏱TimeStamps⏱
0:00 - Role Play Practice Call - Taking an Order
0:52 - Asking For A Customer's Name
0:58 - Asking The Customer To Spell Their Name
1:19 - Asking The Customer For Their Telephone Number
1:43 - Asking The Customer For Their Email Address
2:04 - Asking The Customer For The Shipping Address
2:24 - Confirming Letters And Names Using the NATO Code
2:36 - How To Confirm An Order
2:43 - How To Give The Order Total To The Customer
2:51 - How Would You Like To Pay That?
2:56 - How To Ask The Customer For Their Credit Card Information
3:26 - How To Ask The Customer For Their Credit Card Expiration Date
3:36 - How To Ask The Customer For Their Credit Card Security Code
3:52 - How To Give Customers An Estimated Shipping Delivery
4:01 - Is There Anything Else I Can Help You With?
4:18 - How To Thank The Customer For Their Order
Transcript
Call Center - Customer Order
Agent: Thank you for calling Gabby’s Gift Baskets. How may I assist you?
Caller: Hi. I’d like to order a gift basket.
Agent: I would be happy to help you with that. Which basket would you like to order?
Caller: It’s the regal chocolate basket.
Agent: Alright, sir. We have two sizes for the regal chocolate basket.
Would you like the 10 item gift basket, or the 16 item deluxe gift basket?
Caller: Oh, let’s go with the 16 item one.
Agent: Thank you, sir. The 16 item basket. Would you like to add a balloon or some confetti?
Caller: No, just the chocolate basket this time.
Agent: May I have your name, please?
Caller: Yes, my name is Neil McDougall.
Agent: Could you spell that for me?
Caller: First name is N-E-I-L. Last name is M-C-D-O-U-G-A-L-L.
Agent: Thank you for that information, Mr. McDougall.
Caller: You’re welcome.
Agent: May I have your telephone number with the area code first?
Caller: It’s area code 619, and the number is 704-2951.
Agent: That’s 619-704-2951. Is that correct?
Caller: Yeah, that’s right.
Agent: Could you provide us with an email address?
Caller: Umm, OK. My email is: n_mcdougall73@gmail.com.
Agent: n_mcdougall73@gmail.com. May I have the shipping address and name of recipient, please?
Caller: It’s going to Molly McDougall. The address is 3905 West Pine Street. San Diego, CA. And, the zip code is 92126.
Agent: Is the street name P for Papa, or V for Victor?
Caller: It’s P as in Papa. West Pine Street.
Agent: Thank you. Just to confirm, you are ordering the 16 item regal chocolate basket for Molly McDougall. The total amount for your order is $89 dollars and 98 cents.
Agent: How would you like to pay for that?
Caller: On my Visa card.
Agent: Alright, sir. I am ready for your card number.
Caller: The card number is 123456-789-01234-56.
Agent: Let me just confirm the number. It’s 1234-5678-9012-3456.
Caller: That’s right.
Agent: May I have the card expiration date?
Caller: Sure, it’s 12/2027
Agent: Thank you. Could you tell me the security code on the back of the card?
Caller: Hold on a sec, it’s 394.
Agent: Thank you for that. Your order is all set.
Caller: Great. Will it arrive this week?
Agent: It will ship within 48 hours. You can expect delivery in 3-5 business days.
Caller: That should be fine.
Agent: Is there anything else I can help you with?
Caller: No, that should do it for now. I sure hope my mom likes these chocolates.
Agent: I’m sure she will. This basket is our most popular item.
Caller: Well, that’s good to know.
Agent: Thank you again for calling Gabby’s Gift Baskets. Have a nice day.
Caller: Thanks, goodbye.
Hey Guys,
I hope you enjoy this latest Call Center Role Play video. If the speed is too fast for some of you, please use the settings to slow down the conversation.
Thank you for watching until the end!
Steve
more like this! thank you!!! this helping me a lot
More to come! You're welcome.
The best videos I found !
Thank you so much! Please feel free to share them with others.
Thanks for the video.
You are welcome! So glad you liked it,
Thank you so much ❤️... We need more videos 🎉
@youstinas.daoud10
Thank you so much! I will try to make more call center videos.
In the mean time, please see my Playlist for Call Center videos.
Comments and suggestions are always welcome!
czcams.com/video/JsVOye5Nj2s/video.html
@@SingleStepEnglish
Thank you so much ❤️
I watched them many times. ♥️
You always try so hard sir to make amazing helpful videos. 😊
Thank you so much, Sayani! I really do try hard
@@SingleStepEnglish if someone asks how are you after replying yes i am fine can i say what about you?
Yes, you can respond with that question. Or, simply ask...how are things with you?
@@SingleStepEnglish will be off from 8th to 12. I will start taking my work from 13th
I will be on leave from 8th to 12. I will start taking my work from 13th.
Both are ok sir?
I will be off from the 8th to 12th. I will return to work on the 13th.
I will be on leave from the 8th to the 12th. I will return to work on the 13th.
If you use th for the date, it is best to use them for both days.
8th to 12th.
Since you are taking time off from work, you should use the verb, return.
I will return to work on the 13th.
Some people may also say...
I will come back to work on the 13th.
I hope that helps, Sayani!
Steve
My sir,
Could you please tell me are these sentences grammatically correct?
1)I transferred the money into my mother's account
2) he dresssed up on Halloween
3)My room is on the first floor
4)a)Trim my beard short or shorter
B)Shorten my hair
5)I'm getting in touch with my family members and friends even I live in abroad
6)There is everyone or everybody on my room is it wrong
7)The screen shots might have saved in the gallery
8)a)Wet your clothes with water
B)Wet your clothes in the water
9)a)The tiles got dirty
B)The tiles got moldy
10)a)Is it near ?
B)Is it nearby?
Can we use bothways?
C)is your salon crowded now ? I want to get my hair cut
1)I transferred the money into my mother's account
OK
2) He dressed up on Halloween
OK
3)My room is on the first floor
OK
4)a)Trim my beard short or shorter
You can use both, but they mean different things.
B)Shorten my hair
OK. This means shorter than usual.
5)I'm getting in touch with my family members and friends even I live in abroad
...even if I live abroad.
6)There is everyone or everybody on my room is it wrong
Everybody is in my room.
OR...
Everyone is in my room.
7)The screen shots might have saved in the gallery
OK
8)a)Wet your clothes with water
OK
B)Wet your clothes in the water
OK
9)a)The tiles got dirty
OK
B)The tiles got moldy
OK
10)a)Is it near ?
Is it near (place name)?
B)Is it nearby?
OK
Can we use bothways?
C)is your salon crowded now ? I want to get my hair cut
Perfect!
@@SingleStepEnglish
Thank you so much sir big help
My sir ,
Could you please tell me are these Sentences grammatically correct?
1)No one survived in the plane accident
2)Take off your son's trousers to his knees.
3)Pull up his son's trousers to his knees .
4)Once of my another cousins
5)I will tak about this matter for another 30 minutes
6)a)There is noise in my background
B)There is noise from my background.
7)If he had seen that we were playing cricket he would scolded me.
8)Stand on your own leg.
I have two phones two WhatsApp
If I say someone that I will call from other phone
9)a)I will call you from another phone
B)I use my other phone
C)I use my another phone
1)No one survived in the plane accident
OK
2)Take off your son's trousers to his knees.
OK
3)Pull up his son's trousers to his knees .
Pull up your son's....
4)Once of my another cousins
One of my other cousins.
5)I will tak about this matter for another 30 minutes
talk
6)a)There is noise in my background
...in the background.
B)There is noise from my background.
see above
7)If he had seen that we were playing cricket he would scolded me.
...he would have scolded me.
8)Stand on your own leg.
OK
I have two phones two WhatsApp
If I say someone that I will call from other phone
9)a)I will call you from another phone
...from the other phone.
B)I use my other phone
C)I use my another phone
my other phone
another is for one more; to add one more.
e.g. I will add another phone to my account.
@@SingleStepEnglish
Thank you so much sir big help
My sir,
Could you please tell me are these Sentences grammatically correct?
1)I made a mistake on editing
2)he broke the relationship with her
3)a)Message me on that number.
B)Contact me on that number
4) a)he brought up new things to the conversation
B)he brought up new things in conversation
5)once the hot water is going out you take a bath
6)a)he got his favourite actor's picture tattooed his body .
B)he got his body tattooed
C)He got tattoo done
If someone call me and ask me where are you on the call
7)I'm in the bed .
I'm on the bed
8)a)he wants to go to hearing in the court.
B)he went to the court for land dispute.
9)A)who that guy is to you ?
B)what who is to you ?
How to say
10)I'm looking for a room to stay three days in a hotel? Is there any room available for 3days stay?
1)I made a mistake on editing
...editing (that paper).
2)he broke the relationship with her
He broke off his relationship with her.
3)a)Message me on that number.
OK
B)Contact me on that number
OK
4) a)he brought up new things to the conversation
...in the conversation.
B)he brought up new things in conversation
...in the conversation.
5)once the hot water is going out you take a bath
Once the hot water cools down, you can take a bath.
This is very similar to your sentence about the hot tea.
6)a)he got his favourite actor's picture tattooed his body .
....tattooed on his body.
B)he got his body tattooed
OK
C)He got tattoo done
He got tattoos done on his body.
If someone call me and ask me where are you on the call
7)I'm in the bed .
I'm in bed.
I'm on the bed
This is OK if it is during the daytime.
8)a)he wants to go to hearing in the court.
...to the hearing in court.
OR...
to the courtroom hearing.
B)he went to the court for land dispute.
...for a land dispute.
9)A)who that guy is to you ?
Who is that guy to you?
B)what who is to you ?
See above
How to say
10)I'm looking for a room to stay three days in a hotel? Is there any room available for 3days stay?
...for a three day stay?
@@SingleStepEnglish
Thank you so much sir big help
My sir,
Could you please tell me?
If I say once it cools do you drink the tea.
*It means when the tea is hot I tell that person to drink tea when that tea is not hot .
*it means when the tea is cold I tell that person to drink the tea when that cold became normal.
Cools down where should I use ?
When the tea hot is disappearing
When the tea cold is disappearing
1)once the hot tea cools down you can drink the tea .
2)once the cold tea cools down you can drink
If I say once it cools do you drink the tea.
*It means when the tea is hot I tell that person to drink tea when that tea is not hot .
Once it cools down, you can drink the tea.
*it means when the tea is cold I tell that person to drink the tea when that cold became normal.
That is correct.
Cools down where should I use ?
When the tea hot is disappearing
Use it here!
1)once the hot tea cools down you can drink the tea .
This looks fine.
@@SingleStepEnglish
Then sir,We are using for both
Hot tea and cold tea ? Right cools down?
I think only hot tea cools down.
Cold tea could warm up.
@@SingleStepEnglish
Then sir,
1)Once hot tea cools down you drink it.
2)Once cold tea warms up you drink it.
No entiendo no comprendo
Hay subtítulos en español. Por favor, úsalos.
My sir,
Could you please tell me
In this situation what should i use ?
What is the difference?
Other or another
Situation
I have two WhatsApp
1)a)I used my another whatsApp when you called me.
B)I used my other number when you called me.
2)a)I usually I check my whatsApp from my another number.
B)I usually I check my whatsApp from my another number.
3)a)I can use my other phone if my Samsung phone doesn't work.
B))I can use my another phone if my Samsung phone doesn't work.
4)a)I can call from my other phone number
B)I can call from my another phone number .
5)my room is on 2 floor or my room at the 2nd floor
6)this tea cup will spill don't keep here take that from here
7)a)choose one of these fried rices.
B))choose one of these fried rice
1)he told me to plant the tree where there is sunlight.
OK
2)he told me to plant the tree where sunlight is coming directly to the sun.
...directly from the sun.
3)he told me to plant the tree under the sun
OK
4)he told me to keep the tree under sun.
...under the sun.
5)he told me to plant the tree in shade.
...in the shade.
6)he told me to plant the tree in shade of other trees
...in the shade of other trees.
7)a)this plant is growing from the water
B) is better
B)this plant is growing in the water.
OK
Louts
I have two WhatsApp I use one of these
9)a)I usually use my other WhatsApp
OK
B)i usually use my another WhatsApp.
9)a) is correct
I have two bats
10) a)I use my other bat or I use my another bat.
other bat
B) I want to move from this apartment
OK
In this case, you can also say...I want to move to another apartment.
C)I want to move from this place
Looks good!
@@SingleStepEnglish
Thank you so much sir big help because of you I'm able to understand prepositions
That's great to hear that!
Prepositions are challenging even for native speakers.
@@SingleStepEnglish
Seriously sir !
I never knew this before
whats a roll play
A role play lets you perform the part of a person.
For this video, you can read and practice both the customer and call center agent. This will help you become more fluent speaking English.
My sir,
Could you please tell me
In this situation what should i use ?
What is the difference?
Other or another
Situation
I have two WhatsApp
1)a)I used my another whatsApp when you called me.
B)I used my other number when you called me.
2)a)I usually I check my whatsApp from my another number.
B)I usually I check my whatsApp from my another number.
3)a)I can use my other phone if my Samsung phone doesn't work.
B))I can use my another phone if my Samsung phone doesn't work.
4)a)I can call from my other phone number
B)I can call from my another phone number .
5)my room is on 2 floor or my room at the 2nd floor
6)this tea cup will spill don't keep here take that from here
7)a)choose one of these fried rices.
B))choose one of these fried rice
8)He threw the stone to the bird in oder to shoo it
9)I will talk about this for another 30 minutes .
10)a)He is my another friend
B)He is my other friend
C)I'm getting touch with my family members even if I live in the USA
1)a)I used my another whatsApp when you called me.
other = additional
B)I used my other number when you called me.
Looks great!
2)a)I usually I check my whatsApp from my another number.
other number
= additional number
B)I usually I check my whatsApp from my another number.
...from my other number.
3)a)I can use my other phone if my Samsung phone doesn't work.
Perfect
B))I can use my another phone if my Samsung phone doesn't work.
See above
4)a)I can call from my other phone number
OK
B)I can call from my another phone number
See 4)a) .
5)my room is on 2 floor or my room at the 2nd floor
My room is on the 2nd floor.
6)this tea cup will spill don't keep here take that from here
This tea cup will spill, please don't keep it here and take it to another place.
7)a)choose one of these fried rices.
Rice is singular.
B))choose one of these fried rice
OK
8)He threw the stone to the bird in oder to shoo it
He threw the stone at the bird in order to kill it.
For shoot, we use a gun or an arrow.
9)I will talk about this for another 30 minutes .
OK
10)a)He is my another friend
He is my other friend.
B)He is my other friend
OK
C)I'm getting touch with my family members even if I live in the USA
I'm keeping in touch with my family members even though I live in the U.S.
keeping in touch = keeping in contact
@@SingleStepEnglish
Thank you so much sir big help you made it clear this area.