Basic Costumer Service Training in English

WELCOME TO ANDROSS ACADEMY

BASIC CUSTOMER SERVICE TRAINING IN ENGLISH

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Objectives

INTEREST

ATTITUDE

ACTION

BODY LANGUAGE

VERBAL LANGUAGE

TONE

VOICE

Are important categories that Customer Service will emphasize, to work towards customer satisfaction.

Basic greetings for good customer service.

Greeting in person

In face-to-face interactions, Address your customers with greetings such as:

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01 “Hello!” “Good morning” “afternoon/evening!”

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02These greetings may be followed by questions, such as “How are you?”

https://universaldesign.ie/products-services/customer-communications-toolkit-for-the-public-service-a-universal-design-approach/spoken-signed/face-to-face-communication/

03Remember that “Hi!” o “Hey!” are used in informal situations.

For example: Good morning, Ms. Jones! How are you today? (¡Buenos días, Sra. Jones! ¿Cómo está usted hoy?)

If you know the customer's name, use the appropriate title: “Mr.” (Señor), “Mrs.” (Señora), “Ms.” (used when the woman's marital status is unknown). These abbreviations are always followed by the last name of the person being addressed.

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04If you don't know the client, you can introduce yourself and welcome him/her to the company, with phrases like:

If you are not sure how to spell the name of your client, you can ask: Could you spell that for me, please? (¿Podría deletrearlo, por favor?).

Good morning, Sir/Madam! Welcome to Andross. What can I do for you today? (¡Buenos días, Señor/Señora! Bienvenido/a a Andross. ¿En qué puedo ayudarle?)

Phone greetings

If the conversation takes place over the phone, say good morning or good afternoon, and mention the name of the company so the customer knows they have dialed the right number.

https://www.google.com/search?q=persona+habalndo+por+telefono&tbm=isch&ved=2ahUKEwiJqJaSm8H0AhUOd98KHeQwA28Q2-cCegQIABAA&oq=persona+habal&gs_lcp=CgNpbWcQARgGMgUIABCABDIFCAAQgAQyBQgAEIAEMgUIABCABDIFCAAQgAQyBQgAEIAEMgUIABCABDIFCAAQgAQyBQgAEIAEMgYIABAKEBg6BwgjEO8DECc6CAgAELEDEIMBOggIABCABBCxAzoECAAQQzoHCAAQsQMQQ1DXC1iOHGDONWgAcAB4AIABkQGIAfQMkgEEMC4xNJgBAKABAaoBC2d3cy13aXotaW1nwAEB&sclient=img&ei=8q-mYYnnPI7u_Qbk4Yz4Bg&bih=664&biw=1038&rlz=1C5CHFA_enCO966CO967#imgrc=YE_JYLG3bXV07M

01Introduce yourself to start the conversation:

Good morning/afternoon/evening! Thank you for calling Andross. This is María speaking. How can I help?

02If you have to keep the customer waiting or move to another line, use phrases such as the following:

Could you hold on for a moment, please?

Please let me check. I’ll be right back.

How may I direct your call?

I’ll put you through.

I’ll direct your call shortly

Let me transfer you to Mrs. Miller 's extension.

Customer service phrases

“Let me know anything else I can do.”

“We will surely help you on that.”

We appreciate your feedback.”

Thank you for bringing this to our attention. We appreciate it”

Nice to meet you. How can I help you?”

“Could you please tell more about that?”

customer service phrases to avoid

“I can't help you on that”

“You're mistaken” “I am not the right person to help you” “Don´t be in a hurry. We have other customers as well” “This problem will take time to resolve”

Customer welcome

Good morning/afternoon, thank you for calling ANDROSS Academy, you’re speaking to María. How may I assist you? - Thank you for calling ANDROSS Academy, my name is María. I’m here to provide you the best service Hello, thank you for calling [COMPANY NAME]. My name is [AGENT’S FIRST NAME], how may I assist you today

Absolutely Amazing Brilliant Certainly Completely Definitely Essential Exactly Excellent Exceptional Exclusive Fantastic Impressive Interesting Wonderful

Vocabulary of positive words for better communication with the customer.