English for Call Centers 🙋🏻‍♀️ | Role Play Practice | How to Speak with Angry Customers

In this lesson, viewers can role play each of the conversations to help improve their English language and customer service speaking skills. This 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. Many conversational expressions have been used to help operators whose first language is not English. This should apply to call centers in the Philippines, India, and Mexico among others. We hope this video will help improve call center employees listening comprehension, and also be better able to handle angry customers calling to complain about products and shipping delays or trouble with delivery.

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
3:55 - Role Play Practice Call #2

Useful expressions for call center agents:

Scene One
1) Thank you for calling _____________.
2) How may I help you?
3) Oh, I am so sorry about that.
4) I can check on that for you right away. Sir, do you happen to have your order number?
5) May I have your name, please?
6) Let me look up your order. This will only take a moment.
7) Unfortunately, we no longer have the item/product you ordered.
8) I am here to help you. I will do everything I can to find a solution.
9) We are very sorry for the delay.

Scene Two
1) Could you please tell me which program you are using?
2) What seems to be the problem?
3) Could you please tell me which browser you’re using?
4) Could you please tell me which version of Firefox you’re using?
5) Can you locate the pull-down menu on your browser?
6) You will need to update your browser.
7) If you would like, I can stay on the line with you while you perform the update.
8) Just let me know if you have any questions.
9) Would you like me to continue staying on the line, ma’am/sir?
10) It was my pleasure, ma’am/sir.
11) Have a nice day. Have a nice evening.

Twitter: @SnglStepEnglish
Instagram: single_step_english

[marisamorais]

Great video, i would just prefer that the angry customer would actually talk like a angry customer, i mean this guys is so chill this is not the type of angry customer voice and tone i get 🤣

[cluelessjoe]

I liked it. Thanks. I used to work in a call center and handle angry customers using that line : " Just chill man, Have chamomile tea and relax. Life is a joke anyways, especially yours. So don't take things too much to heart"

[cesarfabianquiroz]

This kind of videos, are really helpful, you should make more videos like this, I mean, about call centers and role plays, again, thanks so much for your work 🔥

[algenismorillo]

I like lessons about call center agent. Thank you.

[JennyMayolinEnglish]

This is so useful for many people who work in English!! 👍😊

[danydeleon]

WoW me encanta este canal 😍 me está ayudando muchísimoooo con mi pronunciación y gramática poco a poco voy a prendiendo inglés

[mohamedmifras]

My sir,
Could you please tell me are these Sentences grammatically correct?
1)I won 200 dollars play this game online
2)I won 200 dollars from this game online.
3)I went to get my bike licence renewed.
4)She asked him to come to take the parcel from her.
5)I have been watching that TV series since 4 clock.
6)I have been watching that TV series for 4 clock.
7)he didn't spell a word
8)he didn't speak a word .
9)I believed in you .
10)I believed you.
11) I can't believe you
12)I can't believe in you
13)Belive in me
14)Belive me

[mohamedmifras]

@Single Step English 
My sir,
Could you please tell me are these Sentences grammatically correct?

1)I got off the bus in colombo.
2)I got off the bus at colombo bus stop.
3)I got off the bus at colombo.
4)I got off the train in the town.
5)I got off the train at the town.
6)I used to get off the bus in the colombo when I was a student.
7)I used to get off the bust at the bus stop when I was a student.
8)Could you please tell me where should I get off the bus in the town?
9)why he put on the song's volume high.
10)why has he increased the song volume?

[ingridquevedo]

finally I could find great videos to practice, Thank you....

[mohamedmifras]

It's good for my job role . Thank you so much for this lesson.

[mohamedmifras]

My sir,
Could you please tell me are these Sentences grammatically correct?
1)I fell off the bike
2)I fell from the bike
3)I fell on the flight or in the flight.
(I fell inside the flight) situation
4)he fell down on the stairs.
5)he fell off on the stairs
6)he fell down himself in the bathroom
7)I fell off from the bus when I was on the foot borad of the bus.

8)I fell off from the bus when I was holding the bus steel .
9)I fell off from the car when I was opening the car door
10) he worked with tired or
He worked in tired

[mohamedmifras]

My sir,
Could you please tell me are these Sentences grammatically correct?
1)Spend you time on reading.
2)Sit back in the chair
3)87 percent charge on my phone.
Situation
If someone's shoulder or hand collided when I drink tea or speaking on the phone .
His hand touched or collided on my phone my hand or phone after I dropped the phone. In this situation how to say in english
4)
5)I have been on this for a long time.
Situation
When I speak to someone if they ask my school can they ask like this ?
6)where are you come from
Are you from royal college
Are you Anthonian ?
But in my case I finished my school almost more than 6years .
7)How did you come last ?
How did you come last in the queue?

8)He cut the queue and he took no 5 token.

[mohamedmifras]

Hi my sir,
Could you please tell me are these Sentences grammatically correct?
1)All places are dusty
2)He wants to cover the holiday works with you.

3)There is problem in twitter .on or in ?
4)Bring the mask to face.
5)My mask is down can you please pull it up.
6) My mask is covering my face could you please pull my mask down.
7)keep your argument aside.
8)put the speaker on the phone

[mohamedmifras]

My sir,
Could you please tell me are these Sentences grammatically correct?
1) He spent more time on reading newspaper
2)He spent more time on playing games
3)He spent time on watching movies
4)He spent time on TV.
5)He spent on movies
6)Hespent more money on my daughter's education or course.
7)He spent money on apparent.
8)He invested more money on football tournament.
9)He spent more money on helping people
10)He spent more money on poor people.
11)don't fold the umbrella it will break

[mohamedmifras]

My sir,
Could you please tell me are these Sentences grammatically correct?
Situation
He wants my friendship, he wants to become my friend
1)he wants my friendship
2)he wants to be my friend
3)he wants to become my friend.
Are there Sentences grammatically correct and are these what i intended?

4)She set herself fire on fire due to financial problems.
5)she committed self immolation due to financial problems.
6)she immulated herself yesterday because of dowry problem.
Situation
They have given token
7)I'm 100 number behind
I'm 100 number ahead.
8)My phone got switched off by itself.
Situation
At counter
9)he told me to come first in the row
10)he told me to come last in the row.

[silviaalburez]

thanks for your videos. I really appreciate your help.

[shreenjandutta]

Angry, irated customers can be categorised in two ways :
1. Someone who is verbally abusive.
2. Someone who is not verbally abusive.

People who come off as plain upset regarding the product or a service can be difficult to handle but they don't come off as very exhausting.
Sometimes with active listening and succinct communication, the issues at hand can be resolved
However, with regards to verbally abusive customers, it can be pretty challenging and mentally exhausting.
They can make comments that are sexist, homophobic, racist and they even attack you personally based on what you speak, and prolly your accent.
Tough nut to crack

[mohamedmifras]

My sir,
Could you please tell me are these Sentences grammatically correct?
Mine and other one how to place here did I place correctly?
1)This is a good childhood photo of me.
2)This is a good Facebook profile picture of me .

3)This is a good wedding photo of my sister.

4)This photo is mine
5)This album is mine
6)This good picture of mine .- I'm saying that this photo is mine
6)I want to come back my home quickly.
7)Speak with the people who don't have work .
8))Speak with the people who doesn't have work .
9)Mr.Steve sir clarified my doubts in english.
10)Mr, Steve sir clarified my doubts about english.
11)he knotted the jewellery around her in the wedding. Can we use tie ?

[mohamedmifras]

My sir,
Could you please tell me what is difference between these two?
1)I got off the bus at the colombo.
2)I got off the bus in the colombo.

3)I got off the bus at the town.
4)I got off the bus in the town.

5) I got off the bus at the bus stand.

[nancycortes]

Thank for this video isvery useful in my job, You use I can to is this correct ? or Will be I can find..