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1st week practice

GLORIA LUCIA ROMERO ILLIDGE

Created on March 17, 2023

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Transcript

1st General Review

Empathy

Watch the video and answer the following questions:
1. What is empathy?2. Which are the empathy steps?

Communicate Empathy

Watch the video and answer the following questions:
1. How You Communicate Empathy to Customers?2. Write some sentences that show empathy and conection with customers?

MOCK CALL PRACTICE: Positive Scripting in Difficult Situation

Watch the video and answer the following questions:
1. What was the customer's concern? 2. How did the agent resolve the concern/issue? 3. What did the agent do well in the call? (GEMS) 4. What can the agent improve on? (OPPORTUNITIES) 5. If you're the agent, what will you do differently?

Interview practice

Record your 1-min answers with https://vocaroo.com/ and share the link of your answer with the teacher

What are the advantages or disadvantages of living in big cities or crowded places? Give reasons and examples.

Why is it important to learn new things? and What is the best way to learn something new? describe the process.

Talk about a situation when you did something that knocked someone's socks off. What did you do? How did that make you feel?

You need to send 3 audios!

Some upcoming topics

Learn and practice some upcoming topics