Customer Service

  Learn how to troubleshoot a problem during a tech support call. Lesson Objectives Explaining a solution. Recapping the steps in a solution. Confirming that solution actually worked. Explaining how to deal with similar problems in future. In the dialog, we’ll rejoin Nick and Stacey. Nick is a tech support agent, and Stacey’s a lawyer […]

  Learn how to troubleshoot a problem during a tech support call. Learning Objectives Retracing a problem to the beginning. Confirming what has already been done. Eliminating possible causes. Suggesting alternative causes. Confirming the user’s settings. In the dialog, we’ll rejoin Stacey and Nick. Stacey’s a lawyer in New York who’s been having trouble uploading

  Learn how to handle a tech support telephone call. Lesson Objectives Confirming what the user is trying to do. Asking what the user sees. Requesting the user to do something. Restating instructions in simpler terms. Asking someone to wait while you check something. In the dialog, you’ll hear a conversation between Stacey and Nick.

  In this lesson, we’ll continue our look at language and techniques for controlling a telephone call. Lesson Objectives Starting with a clear purpose. Explaining reasons before bad news. Taking control of next steps. Getting agreement in a few different ways. In today’s dialog, we’ll hear a conversation between Chris and Nick. Chris is calling

  In this lesson, we’re going to look at language and skills for controlling a telephone call. Lesson Objectives Showing that you’re listening. Focusing the caller. Buying time. Empathizing before moving on and presenting options. In the dialog, we’ll hear a conversation between Mary and Oliver. Oliver works in customer service for an Internet service