English for Call Centers - Flashcards

Flashcards generated from lecture notes for exam preparation.

Hang out

To meet, or spend time with friends

Chill

To relax or enjoy yourself

Catch up

To talk after a long time, to catch up on news

Bummer

A disappointment

What's up?

How are you?

No big deal

Not a major thing

On the go

In motion, busy

Throw shade

To criticize or diminish someone

Hit me up

Contact me

Down to earth

A simple and reasonable person

Take it easy

Calm down

Hit the sack

To go to sleep

Piece of cake

Something very easy

What's the deal?

What is the matter?

Gonna

Abbreviation for 'going to'

Touch base

To communicate, to contact

Ping me

Send me a message, contact me

Circle back

To speak or check again later

ASAP

As Soon As Possible

Brainstorm

Thinking of new ideas.

In the loop

To be aware of everything.

Out of the loop

Not knowing what is happening

Touch and go

Unstable situation, something uncertain

On the same page

Agreement or common understanding

At the end of the day

In the end

Get the ball rolling

To start something; starting to work

Back to square one

Going back to the beginning

Low-hanging fruit

Easy tasks that can be accomplished quickly

Move the needle

Making a significant impact or change

Push the envelope

Breaking boundaries or innovating

Being well-organized and understanding the process

What is a crucial aspect when preparing for an interview?

Education, skills, and experience relevant to the job

What should you highlight in your 'Tell me about yourself' answer?

Values, culture, or growth opportunities

What should you research about a company before an interview?

Strengths relevant to the job

What should you focus on regarding strengths during an interview?

Mention something you're actively working to improve

How should you talk about weaknesses during an interview?

How you'd like to grow within the company

What should you emphasize when discussing your future career goals?

STAR method (Situation, Task, Action, Result)

What method can you use to provide a structured, detailed answer?

Collaboration and outcome of the project

What is important to showcase regarding leadership while working on a team?

May I,

What is the polite phrase to use when speaking to customers?

Could you,

What is the polite phrase to use when speaking to customers?

Please

What is the polite phrase to use when speaking to customers?

Do Not hesitate to ask them to repeat

What you might do while speaking in a non-native language?

Avoid slang

What type of speaking you must avoid with the customer?

tone is matters

What is more important than your voice level?

Never interrupt

What action you must consider when a customer is talking?

1

Greet the customer

2

Ask for account verification

3

Identify the issue

4

Troubleshoot the problem

5

Provide resolution and confirm

6

Close the ticket and offer further help

What is one main aspect to achieving success for the company when dealing with customers?

Customer satisfaction is key focus

How to keep empathy with the customer and make sure they feel cared for?

Keep them informed with constant updates

How to build trust with the customer calls?

Show availability to assist

The way to ensure customer satisfaction?

Summarize the solution

What is the first step to provide resolution for customers?

Actively listen to the customer need

Why is it important to address customers by their name?

To make them feel valued and respected

What is empathetic listening?

Showing understanding on their perspective

Why ask clarifying questions to the customer?

To build trust and provide the best solution

What makes the customer feel valued?

Providing solutions after understanding the concern

What is important to ask the customers before ending the call?

Confirm that the resolution satisfy you

To ensure satisfaction and address lingering concerns

What is the importance of following up with customers?

Exceed customer expectations

What is the key to retain loyal customers?

Acknowledge their feelings and show understanding

How do you show empathy to a customer?

Find a solution that satisfies both parties

What is effective conflict resolution?

Use simple language and avoid technical terms

How do you ensure clear communication with customers?

Remain calm and professional

What is an important tip to handle difficult customers?

Be honest about what you can deliver

What should you do to manage customer expectations

Seek feedback and practice active listening

How can you improve customer service skills

It sets a good tone for the conversation

What is the benefit of a positive attitude with customers?

Assisting customers with their needs

What is customer service?

The first step of handling a customer

Greeting: acknowledge if the customer is a returning customer.

Value of Active listening

Actively listening will allow the agent to capture the customer's concern promptly while providing the best solutions.

How to show empathy with customers

Be genuine with the actions. Customers appreciate authenticity because it builds trust and indicates that they are valued and respected.

The importance of the agent asking the right questions

Allow a faster resolution and it avoids misunderstandings and saves time for both the customer and the support team.

Communication Skills Requirement

The agent must always use a respectful tone, and avoid any slang or jargon to ensure to be more clearly and understandable the information with the customer.

How to build trust with customers

The support agent needs to ensure that they are making the customers feel valued and heard. It increases the confidence that we are working to resolve their issues.

Value of Asking for Feedback

Shows customers that their feedback is valued, helps the company improve, and encourages repeat business.

The Purpose of Exceeding Expectations

Create a positive and memorable experience, which leads to customer loyalty and positive reviews.

Emotional Intelligence

Showing empathy involves acknowledging customers' emotions and responding to them in a supportive and understanding manner.

Conflict Resolution

Is a skill used to reduce and eliminate any negative feelings and emotions from a client.

Listen, acknowledge, apologize, and offer a solution

How to handle customer complaints effectively

Ensures satisfaction and provides an opportunity to address any further questions

The benefit of follow-up communication after a completed service

Establish a friendly connection with the customer

Building rapport

Use a flexible approach based on customer cues

How to adapt to different customer personalities

Avoid jargon, speak slowly, and confirm understanding

Techniques for clear and concise communication

Prevents dissatisfaction and builds trust

The importance of setting realistic expectations

Adhere to privacy policies and secure data handling practices

How to handle sensitive information securely

Enhances customer experience and demonstrates care

Offering additional help and resources

Demonstrate dedication to resolving customer issues

Why is it important to show commitment

Staying updated on new products, services, and customer care techniques

The importance of continuous learning in customer service

Emotional Intelligence

The ability to understand and manage your own emotions and recognize the emotions of others.

Patience

Remaining composed and professional in stressful situations.

Empathy

Seeking to understand the customer's needs and perspectives.

Communication skills

Clearly and effectively conveying information to customers.

Problem-solving

Quickly analyzing customer issues and finding appropriate solutions.

Adaptability

The capacity to adapt to different customer personalities and situations.

Attention to detail

Being thorough and detail-oriented in assisting customers.

Commitment to customer satisfaction

Going the extra mile to ensure customer satisfaction.

Accountability

Taking responsibility for resolving customer issues.