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Learn English for Call Centers and Customer Service Jobs - YouTube
Channel: Learn English with Rebecca 路 engVid
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Hi. I'm Rebecca from engVid.
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Being polite is always important,
but it's especially important
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if you have a job in a call centre or in
any customer service oriented position.
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So, let's look at what it sounds like when we
meet a polite employee and a rude employee,
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whether it's on the
phone or in person.
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But this dialogue that we're
going to go through is actually
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on the phone. So, let's listen.
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Okay, so we have here two employees, Rude
Robert and Polite Patricia, and they speak
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very differently. So let's listen to Robert.
Robert answers the phone, and he says;
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"Yes? Huh?"
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Patricia says: "Hello.
Good morning."
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Robert goes on:
"What do you want?"
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Patricia says: "May I help you?
How can I assist you?"
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Then Robert says:
"Wait a minute."
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Patricia says: "Just
a moment, please."
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Then Robert can't hear, so he says: "What?
Huh? Can't hear you."
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Patricia says: "I'm afraid I didn't hear what you
said. Could you speak a little louder, please?"
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Now, in this case, we were listening to both
people. Right? Let's just go and listen to
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Robert by himself and see
what he sounds like.
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"Yes. Huh? What do you want?
Wait a minute.
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What? Huh? Can't hear you."
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Now let's listen to Patricia.
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"Hello. Good morning.
May I help you?
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How can I assist you?
Just a moment, please.
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I'm afraid I didn't
hear what you said.
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Could you speak a
little louder, please?"
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Who would you rather meet on the phone?
Let's continue this dialogue.
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And Robert continues.
Let's listen in.
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"What else? Is that it?"
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Patricia says: "Will there be
anything else? Will that be all?
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Is there anything else I
can help you with today?"
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Robert says: "Gimme your email."
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Now, you see, I wrote here:
"Gimme yer email." Okay?
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That is not proper English; that is not
correct English. Don't write like that.
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But I wrote it like that because when people speak
really fast and they speak very casually and very,
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very, very informally, then it sounds like
that. But it's only proper in certain informal
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situations with your friends or something
like that; not in the workplace. Okay? And
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certainly not in a customer service kind of
position. So, you will see some things like
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that here, but don't try to talk
like that or write like that
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if you have a
customer service job.
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So, Robert says:
"Gimme your email."
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Patricia says: "May I
have your email please?"
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Robert says: "How many
boxes do ya want?"
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Patricia says: "How many
boxes would you like?"
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Now, that's something to really pay
attention to. When we change: "Do you want"
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to "Would you like", it makes
a world of difference.
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"Would you like" is very, very polite,
and "Do you want" is very ordinary.
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So make sure that you use: "Would
you like", even if you don't
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have a customer service job. It's just
a much more polite way of speaking.
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Let's continue. So,
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Robert says: "How
do you wanna pay?"
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And Patricia says: "How
would you like to pay?"
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Again, we see: "Do you want" or
"wanna" and "Would you like". Right?
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"How will you be paying today?"
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And Robert says: "Okay. Bye!"
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And Patricia says: "Thank you very much.
Have a nice day.
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Now, did you notice that when I was
reading Patricia's part, I was smiling;
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when I was reading Robert's part, I wasn't smiling?
So, most call centres and customer service positions
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train their employees to smile while they're
speaking, because they say that we can hear
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your smile. All right? And it's true. And if
you go back and listen to this video, you
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might hear my smile even if you're not looking
at the video. So try that yourself. If you
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want to sound friendlier, if you want to sound
more polite, if you want to sound warmer - then
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smile, especially when you're on the phone.
And even though people can't see you, they
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can hear your smile and your warmth.
Okay?
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So, keep these points in mind. They can
make or break your career. All right?
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If you'd like to do some practice on this,
please go to our website: www.engvid.com.
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Thanks very much for watching.
Bye for now.
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