English 101
Paying close attention to, and making sense of what we hear.
When are we using Listening?
A formal way of putting your caller on hold is more than 10 seconds to 1 or 2 minutes.
What is Hard hold?
A form of language that is spoken in a particular area and that uses some of its own words, grammar and pronunciations.
What is Idioms?
Manny Pacquiao
What is the name of the famous boxer in the whole world that came from the Philippines?
In the Philippines
Where were the 2020 sea games?
Is a paraphrase of the description of the situation. Paraphrasing or reflecting, lets the customer know that you are trying to understand.
What is fact?
First you need to have a lead in followed by the feelings that you convey and the fact that your customer is interpreting
How to follow the empathy formula?
Begins at 2:00 am local time on the second Sunday in March.
When will Daylight Saving Time starts?
Emilio Aguinaldo
Who was the first president of the Philippines?
11
How many members are on a soccer team?
This is a simple way to keep your thought organized, avoid confusion and communicate clearly
What is PREP?
It's taking the time to say that you hear that they had to do more that they should have.
How to Acknowledge Customer Effort?
Is the third largest country by size in the world.
What is United Stated of America?
Donald Trump
Who is the current president of the USA?
Apolinario Mabini
Who is on 10 peso coin?
Letting the customer know you're here to help.
What is assurance of help?
Once you need to put the information of the person who called and the reason for calling.
When are we putting a documentation?
Dollar
What is the currency in the USA?
Neil Armstrong
Who was the first person to step on the surface of the moon?
White House
What building does the President live in?
What is had?
What is the past participle of have?
A person who is an authority in a particular area or topic.
Who are the SMEs (subject matter expert)?
50 Stars.
How many stars are there on the American flag?
Michael Jackson
Who is the famous American singer and pop star also known for moonwalk?
Name the vitamin that prevents colds.
What is Vitamin C?