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| Name | English for Call Centers 🙋🏻♀️ | Role Play Practice | Shipping Trouble Mock Call |
| Video Uploader | Video From Single Step English |
| Upload Date | This Video Uploaded At 07-04-2022 13:15:01 |
| Video Discription | In this lesson, two model conversation mock calls are used to help call center operators practice telephone skills with customers regarding shipping trouble or problems. Viewers can role play each of the mock call conversations to help improve their English language and customer service speaking skills. This mock call English 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. Please LIKE, SHARE and COMMENT on this video. Thank you so much! Steve #SnglStepEnglish #EnglishTeacher #CallCenterEnglish #CallCenter #CallCenterEnglish #EnglishTraining ⏱TimeStamps⏱ 0:00 - Role Play Practice Call #1 3:02 - Role Play Practice Call #2 Transscript ROLE PLAY ONE Agent: Hello. Thank you for calling Mack’s Warehouse. This is Gloria. How may I help you? Caller: Hi Gloria. I’m trying to check on my order. Agent: Certainly, sir. I’ll be happy to check on that for you. Caller: Thank you. Agent: May I have your phone number or the order number, please? Caller: Sure. My phone number is 820-704-5678. Agent: Thank you. Could I please have the billing zip code for the order? Caller: It’s 91362. Agent: Is this Mr. Wallace? Caller: Yes, that’s right. Agent: You ordered the sliding shower door with the rain glass? Is that correct? Caller: Yes, that’s right. I ordered it about a month ago. Agent: OK. Let me try tracking the order for you. Caller: Thanks. I appreciate that. Agent: Bear with me. This may take a few minutes. Caller: That’s fine. Agent: OK. Your order has arrived at the destination port. Caller: Do you know when it will be delivered to the store? Agent: I don’t see any information on my end. Caller: When I ordered the shower door, the website said it would be delivered in two weeks. Agent: I do apologize for the delay. We have been experiencing supply chain issues. Unfortunately, there have been delays on most orders. Caller: I really wish they had told me that when I ordered. Agent: I apologize for the inconvenience, Mr. Wallace. Let me put a note on the order. Could we text you if there is an update? Caller: Yeah, that’s fine. I appreciate that. Do you have ANY idea when the order might arrive? Agent: I’m afraid I don’t have any other information.We do appreciate your patience. Caller: Hmm, OK. I’ll give it another week or so. Agent: Again, Mr. Wallace. I am very sorry for the delay. Caller: Well, I hope it arrives soon. Agent: Is there anything else I can help you with today? Caller: No. Just looking forward to receiving my order. Agent: I understand, sir. Caller: Thanks for trying. Agent: Thank you for calling, Mr. Wallace. ROLE PLAY TWO Agent: Hello. Thank you for calling The Very Best Furniture Company. My name is James. How may I help you? Caller: Hello James. I would like to check on the status of my order. Agent: Of course, ma’am. I would be happy to check on that for you. May I please have your last name and telephone number? Caller: My last name is Davis, and my telephone number is 451-833-8901. Agent: Please wait just a moment while I pull up your order. Caller: OK. Thank you. Agent: I found your order Ms. Davis. Could I please have your billing address zip code? Caller: Really? Fine. My zip code is 84330. Agent: Thank you, Ms. Davis. You ordered the dining room set. Is that correct? Caller: Yes, that’s correct. Do you have ANY idea when my order will arrive? Agent: Our system shows that it’s still in transit. Caller: You know, I ordered this furniture set almost TWO months ago! Agent: Ms. Davis, I am truly sorry for the delay. We are experiencing shipping problems due to the supply chain crisis. Caller: So, you don’t know WHEN it will arrive? Agent: I can make a request to the warehouse to send us an update. Then, we can call you with the information. Caller: The sales agent said it would take less than a month when I bought this furniture. Agent: I am so sorry, Ms. Davis. Let me see if I can get you an update in the next 24 hours. Caller: That would be helpful. I REALLY wanted to have my new furniture for the holidays. Agent: I am deeply sorry for the inconvenience. Caller: I understand. I’m just frustrated with the situation. Agent: Is there anything else I can help you with today, Ms. Davis? Caller: I just want my furniture. Please let me know when you get the update. Agent: We will certainly do that, ma’am. Caller: I’d appreciate that. Sorry, could I have your name again? Agent: Of course Ms. Davis, it’s James. Caller: Thanks for your help, James. Agent: Again, I am extremely sorry for the shipping delay. Caller: I know, I know. It’s the supply chain. Agent: Thank you for calling. Caller: Goodbye https://www.facebook.com/singlestepenglish Twitter: @SnglStepEnglish Instagram: single_step_english |
| Category | Education |
| Tags | english lesson | english call center | call center english | phone english | polite english | call center operator | single step english | ESL | american teacher | american english | english listening | english vocabulary | easy english | fluent english | how to speak with customers | talk with customers | कॉल सेंटर अंग्रेजी | ਕਾਲ ਸੈਂਟਰ ਇੰਗਲਿਸ਼ | supply chain problems | supply chain trouble | mock call | call center mock call | call center practice | pronunciation | american pronunciation |
