Call Center Dominio del vocabulario y estrategias eficaces de preparación de llamadas

Vocabulary 1: In context

First Part

1. Calling:
   I will be calling you shortly to discuss the recent updates to your account.
   The customer requested a callback, so the representative noted it down for future calling.
2. Company:
   Our company specializes in providing innovative solutions for businesses.
   The customer inquired about the company’s warranty policy for their purchased product.
3. Assist:
   How may I assist you with your technical issue today?
   The representative was quick to assist the customer in navigating the website.
4. Morning/Afternoon/Evening:
   Good morning! Thank you for calling our customer service helpline.
   The representative wished the customer a pleasant afternoon and asked how they could assist.
5. Help:
   How can I help you with your travel booking today?
   The customer was grateful for the help received in resolving their billing discrepancy.

Second Part

1. Apologize:
   I sincerely apologize for the inconvenience caused by the delayed shipment.
   The representative apologized for any confusion and assured the customer of a swift resolution.
2. Inconvenience:
   We deeply regret the inconvenience caused by the system outage.
   The customer expressed frustration at the inconvenience caused by the billing error.
3. Provide:
   Could you please provide me your account number for verification purposes?
   The representative offered to provide step-by-step instructions to guide the customer through the process.
4. Account:
   To access your account, please provide your username and password.
   The customer requested assistance with updating their account information.
5. Look into:
   I will look into the matter and provide you with an update as soon as possible.
   The representative promised to look into the customer’s billing discrepancy and resolve it promptly.

Third Part

1. Place on hold:
   Please bear with me as I need to place you on hold briefly to consult my supervisor.
   The representative placed the customer on hold to research and gather more information.
2. Check:
   Let me check the status of your order in our system.
   The representative assured the customer they would check their eligibility for a promotional offer.
3. Information:
   Can you please provide me with your contact information for our records?
   The customer requested information on the available payment options for their purchase.
4. Frustration:
   I understand your frustration, and I assure you we are working to resolve the issue.
   The customer expressed frustration with the recurring technical problem they were facing.
5. Resolve:
   Our goal is to resolve your complaint and provide a satisfactory solution.
   The representative assured the customer that their issue would be resolved within 24 hours.

Fourth Part

1. Issue:
   I apologize for the inconvenience caused by the issue you experienced with our software.
   The customer reported an issue with their billing statement and requested immediate assistance.
2. Patience:
   Thank you for your patience while I investigate the problem further.
   The representative appreciated the customer’s patience during the troubleshooting process.
3. Transfer:
   I will transfer your call to our technical support team for further assistance.
   The customer requested to speak with a supervisor, so the representative transferred the call accordingly.
4. Expertise:
   Our team of experts is highly skilled in resolving complex technical issues.
   The representative assured the customer that their case would be handled by an expert in the field.
5. Volumes:
   Due to high call volumes, the waiting time may be longer than usual.
   The representative apologized for the longer waiting time caused by the unusually high call volumes.

Fifth Part

1. Feedback:
   We value your feedback and appreciate your input on our services.
   The customer provided positive feedback on the representative’s professionalism and helpfulness.
2. Verify:
   To verify your identity, please answer the security questions associated with your account.
   The representative asked the customer to verify their contact details to ensure account security.
3. Security:
   We take data security very seriously and have implemented stringent measures to protect your personal information.
   The customer expressed concern about the security of their online transactions and requested more information.
4. Delay:
   We apologize for the delay in processing your refund; it should be completed within 3-5 business days.
   The representative explained the reason for the delay in shipping the customer’s order.
5. Escalate:
   If the issue persists, we will escalate it to our senior support team for immediate attention.
   The representative assured the customer that if the problem remained unresolved, they would escalate it .

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