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LEAVING MESSAGES

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LEAVING MESSAGES

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  1. ENGLISH FOR CALL CENTERS

  2. OBJECTIVE: By the end of the class students will be able to create a memo and leave messages in order to recognize these elements as agents of a call center, by developing the reading activity, individually.

  3. AGENDA • PPT presentation • Recording of the video conference • Short reading • FORUM

  4. TOPIC: LEAVING MESSAGES

  5. Phoning with a Point Certain skills are particularly useful during phone conversations such as asking for clarification, putting someone on hold, ending a conversation, and giving a reason you cannot speak at that moment. How often do you call someone only to get their voicemail instead? It’s a fact of life in today’s world. You have to be ready before every phone call to leave a message.

  6. What Did He Say? Part of understanding a phone conversation is understanding what the person on the other end of the line says. This isn’t always clear, so this activity is a type of information gap which allows students to practice their inference skills.

  7. New phrases (Vocabulary)

  8. VOCABULARY brief, call back, call back number, identify, leave, message, regarding, repeat, unavailable, voicemail.

  9. MEMO

  10. Topics for the MIDTERM • WHAT IS A CALL CENTER • CALL CENTER GREETINGS • TOOLS AND EQUIPMENT • QUALITIES OF A REPRESENTATIVE • SKILLS 1-SKILLS 2 • BASIC ACTIONS • PHONE COMMUNICATION • LEAVING MESSAGES

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