Customer Service English Essentials | Cloud English | Skillshare

Customer Service English Essentials

Cloud English, Innovative English Courses

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49 Lessons (6h 48m)
    • 1. Course Introduction

      3:31
    • 2. About This Course

      4:09
    • 3. Part 1: The Greeting

      7:16
    • 4. Part 1: Gettiing Details

      3:58
    • 5. Part 1: The Account Holder

      5:59
    • 6. Part 1: "What are you calling about?"

      7:06
    • 7. Part 2: Time Details

      9:01
    • 8. Part 2: Getting More Details

      5:50
    • 9. Part 2: Confirming Information

      4:02
    • 10. Part 2: In-depth Questions

      9:05
    • 11. Part 3: Phrases to Explain

      13:50
    • 12. Part 3: Answering Questions

      11:35
    • 13. Part 3: Overview of Phrases

      3:25
    • 14. Part 4: Explaining Steps

      20:21
    • 15. Part 4: Confirming Completion

      5:29
    • 16. Part 4: Troubleshooting

      8:02
    • 17. Part 5: Things to Keep in Mind

      6:53
    • 18. Part 5: Asking for Repetition

      10:28
    • 19. Part 5: "Is that about right?"

      9:12
    • 20. Part 5: Numbers and Names

      6:29
    • 21. Part 6: The Formula

      9:42
    • 22. Part 6: Showing Empathy

      8:31
    • 23. Part 6: Full Examples

      14:12
    • 24. Part 6: More Empathy Phrases

      8:22
    • 25. Part 6: Solutions: Reassuring

      15:03
    • 26. Part 6: Solutions: Expressing Solutions

      9:05
    • 27. Part 6: Solutions: Detailed Solutions

      8:23
    • 28. Part 7: Ways to Say "Yes"

      8:43
    • 29. Part 7: Putting Them on Hold

      13:24
    • 30. Part 7: Coming Back From Hold

      5:18
    • 31. Part 8: Transferring Phrases

      8:49
    • 32. Part 8: When You Don't Know

      11:00
    • 33. Part 8: When You Can't Help

      9:38
    • 34. Part 9: Part Overview

      5:16
    • 35. Part 9: Correcting Gently

      9:09
    • 36. Part 9: Clarifying Service Features

      13:06
    • 37. Part 10: Basic Expressions

      11:53
    • 38. Part 10: Showing Your Desire to Help

      3:31
    • 39. Part 10: Getting Them to Understand

      6:57
    • 40. Part 10: In-depth Examples

      12:27
    • 41. Part 11: Case Overview

      5:28
    • 42. Part 11: Common Phrases for Exceptions

      9:03
    • 43. Part 11: In-depth Examples

      13:14
    • 44. Part 12: "Anything else?"

      5:13
    • 45. Part 12: Future Issues

      2:49
    • 46. Part 12: Ways to Say "You're Welcome"

      6:57
    • 47. Part 12: Mentioning the Survey

      4:55
    • 48. Part 12: Before You Hang Up

      5:06
    • 49. What have we learned? What next?

      7:23
17 students are watching this class

About This Class

Learn all the phrases, sentences, and tips you'll need to handle any customer service situation politely and naturally. This course is meant for non-native English speakers who deal with English-speaking customers on a daily basis, particularly over the phone.

Each lesson is designed to prepare you for nearly every situation you may face, from keeping an angry customer calm to explaining steps in a detailed process, to telling a customer they are wrong, and much much more! If you practice what you learn, your ability to deal with challenging situations and customers, in English, will improve dramatically.

You will be able to see my face in each video lesson, and I will use a blackboard at all times. 

Each lesson focuses on a single aspect of a particular skill. You can go at their own pace and should take their time, with lots of practice between sections. Replaying each lesson is highly recommended.

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Transcripts

1. Course Introduction: Hello there. My name is Luke and I am an English teacher from America, and I've been teaching English since 2011. So quite a while, and since then I've helped thousands and thousands of students improve their English. I've started to English learning companies, and I've actually taught many teachers as well how to teach English better. So in this course, this customer service English course, we're going to focus on customer service situations on. We're going to talk about how we can express the things that you, as a customer service person, would need to express in order to communicate what you need to communicate politely. That's what this course is about. We're going to go over cases in this course. That means for each lesson, I'm going to present a situation a case, because that will help us really. Focus on the right phrase is the phrases, the expressions that we can use for that case. That doesn't mean that the expressions can only be used for each case, but it will help us to focus, to focus the expressions that we're learning. You will see my face throughout the course for the entire course in every lesson and beside me there will be a blackboard that I will be writing on throughout the course for every lesson. Some of the topics we're going to talk about include how we can greet customers. We're going to focus on explaining complicated things to a customer, how we can explain something in detail to make sure that it's clear we're going to talk about situations in which the customer feels unhappy. I'm sure you've come across that many times where when you talk about things you can say to make them feel better again, the way you say something is often Mawr important than exactly what you're trying to tell them. Okay, so we'll work on many expressions related to unhappy customers and resolving problems. We're going to do a lesson on communication gaps. That means making sure that you and the customer have the same understanding of whatever it is you're talking about. To reduce the chance of miscommunication. We'll spend a bit of time on that. We're going to also talk about making exceptions for special cases. We're going to talk about what to say when the customer is wrong, which sometimes happens and how we can say that and lots of other common situation. So if you are in customer service and you want to know the phrases that you need to communicate politely, this is the course for you. You're going to learn things in this course that you really can't find elsewhere. I'm going to be explaining each expression very carefully in context so that you don't only know what it means, but you know how to use it when to use it. You're going to come away from this course feeling confident, so that next time you come across a difficult customer or whatever situation you may face, you will know what to say exactly. That's the most important thing. So I hope you take the course and I hope to see you in the first lesson. 2. About This Course: welcome to the first lesson of this course about customer service English. In this first lesson, I really want to just talk about the basic structure of this course, how the course is laid out, why I've made it that way and also how you can use the lessons in this course to actually improve your ability to communicate with your customers first. The structure. So let's talk about how the courses arranged in each lesson. We're going to talk about a case. The case is a specific example that we're going to use. Why are we doing that? We're doing that so that we can focus the expressions that we learn around something. If I just teach you a list of expressions, then they have no foundation. They have no basis. They'll be easy to forget. We're going to connect each one of them to a specific case so that you can see how the expressions are used so that you can have a really feeling for how you might use them in your job. Now the case is that we're going to talk about our specific, but the expressions that we learn can be used in lots of other situations, and you can take the expressions and adjust them according to your needs. According to your job. You can change the information. You can fit them to the issues that you deal with on a daily basis. OK, so that's the structure of the course. That's how we're going to do it now. How should you learn from this course? How should you study? How should you review? Well, I'm going to be writing things down, notes the expressions we talk about on this blackboard so you'll see me looking down. Sometimes it's because I'm actually writing things down, and I will do that throughout the course. I would recommend that you write down what I write down, or at least your understanding of what I write down. Because if you just listen, it may be harder for you to remember how a specific expression is used. And when it comes to expressions, they often have to be said exactly as I say them. Sometimes they cannot be adjusted. Sometimes they can't or certain parts of them cannot. So I would recommend taking notes based on what I write down and maybe review the lesson two times. Watch it twice. Maybe watch it the first time and take notes carefully. And then the second time when you watch it, watch it more casually. Watch it to try to get the big picture by watching something two times. You can really get the information very well next after each lesson. If you feel like you understand the expressions that you've learned, try to fit them into your own case, fit them into your job. Make several examples of each one so that when you need it, it's there. One problem with learning something new is that when you learn it, you understand it 100%. But when you're in that really situation and someone is shouting at you or whatever, it's suddenly very hard to remember that thing that you learned well. You have to actually practice using it several times so that when you need it, it appears in your mind. So try making your own examples your own examples, which are very similar to my examples, but which better fit your specific job, your specific situation. Okay, that would be my recommendation for going through this course carefully. OK, so I hope you can keep these things in mind as you go through the course and I will see you in the next lesson, which is really the first lesson. 3. Part 1: The Greeting: in the first lesson of this course, we're going to go over the basics how to do a correct greeting, and we're going to talk about some different ways to give greetings. And if you're doing customer service over the phone in particular, how to find out what issue the customer has now, you could also use the expressions we're going to talk about today to do customer service face to face. So it's useful for both things. But we're going to look at the case off a phone service provider. A service provider is the type of company who will give phone service to people. So, for example, in America we have t mobile. We have. We have A T and T. We have Verizon. We have lots of companies that provide service. They're called service providers. If you c I S P that stands for Internet service providers anyway, the cases I'll just read it. You work for a phone service provider called Spork? I don't think that's a real company. Don't look it up. I made up the name. Sport, by the way, is a kind of spoon fork combination thing. So I thought it was a funny name. Ah, Customers calling with an issue at the start of the call, you need to greet them and get some important information You to greet them and let them know that you're ready to hear their issue. So what do we need to do here? We need to meet Teoh. Tell them who you are. Need Teoh. Get basic information and we need to ask about their issue. OK, so these are the things that we need to do right at the beginning, Right at the beginning. So what's the difference between hello and hi? Is there a difference? Well, yeah. Hello. Feels a little bit more formal, whereas high feels a little bit more casual now. It really depends on the situation you're in. But saying high at the beginning of a customer service call is usually okay. Saying hello is usually okay. Saying hello there is even more bright. It feels warmer. So this one feels very friendly. It is a bit casual, but the feeling is warm now. A lot of that comes down to your voice. If I say hello, My name is Luke. Okay, That sounds serious. But if I say hello, my voice. The tone of my voice communicates friendliness. Whether I choose this one or this one. But this one Hello there feels more friendly than hello if I say them the same way. Okay. Hi. Sometimes is a little too casual, so you have to be careful with high and hey is pretty much definitely too casual. Generally, if you don't know somebody, you don't want to use the word. Hey, as a greeting, if you say hey, they will feel offended. Probably most people would feel uncomfortable if someone who just met them or is talking to them for the first time said, Hey, usually it's something we say to our friends. I like hello there as a greeting. Hello is fine. High is generally fine. So a simple way to begin the call in this situation then would be Thank you for calling Spork. My name is Luke. That's pretty much the basic one. Okay, if you work for any company often the very beginning of the call will be your name and thanking them for calling. Thank you for calling. My name is Luke. My name is Luke. You can add there. Thank you for calling if you want to write their? My name is Luke. Thank you for calling. I am a sports specialist or my name is Luke. I'm a sports specialist. Thank you for calling. That would be okay. You can move the order around for those. This is just an alternate way of saying it. Alternate means a different way of saying it. If you want to say something more about yourself, for example, your title. My name is Luke. I'm a manager. My name is Luke. I'm a receptionist now. Sometimes that's necessary. Sometimes it is not. It really depends on the situation. If you want to let them know who you are, a little more about you. Maybe the 2nd 1 would be better. And then you can add perhaps Thank you for calling. Maybe at the end. Or maybe right here. Right here. Okay. So the pieces are kind of flexible. You can add and remove things, but within each piece, you can't really change it. Okay. Like, for example, this Thank you for calling. There isn't really a more common way to say that. And those words have to be in that order. Maybe you didn't mention your name. earlier on, and you want to say it later? Okay, that's pretty easy. If you ever want to mention your name later. When you didn't say before, you might say just to let you know, just to let you know this is a way to mention things after you would normally mention them . Oh, by the way, my name is Luke. Just to let you know my name is Luke. Okay, by the way, here and just to let you know, these air very similar. And you can use this phrase. And by the way, to introduce lots of other things. It's not just for your name. It's to bring up information that you want to connect to this situation when actually, it may not be related to what we're talking about. You didn't ask me my name. You didn't ask me about this. I want to say it just to let you know. Oh, just to let you know, by the way, All by the way, my name is Luke. Okay. You can do that in a conversation. To if you're having a conversation with somebody. Didn't tell them your name. By the way, my name is Luke. What's your name. Oh, nice to meet you, Steve. Whatever. Now, the 2nd 1 this one is more specific. It's specific for jobs related to helping people could be used if you work in a coffee shop could be used if you're talking to customers on the phone, right at the beginning on Luke and I'll be helping you today. This gives it a feeling of it being a problem, which I'm determined to help you fix. Or maybe whatever it is that you need. I'm determined to help you with it, whatever it is. OK, we've added this. It's become a normal thing to say, but generally Onley for customer service situations. I'll be helping you today. I'll be helping you. Maybe that grammar sounds a little weird, but this is the most common way to express it. 4. Part 1: Gettiing Details: We've talked about the greeting now, but we need to get into getting basic details from the customer. So how can we do that In a way which is friendly? How? When we do that in a way which makes the customer feel comfortable to give up their personal information, Some people feel a little uncomfortable doing that. Okay, so here are a couple of very common ways that we can. Could I have your first and last name very basic. Now could I have is a polite way to ask for anything. You're going to a restaurant? Could I please have a salad? Okay. Could I have your first and last name? Could I have your email, please? Could I have a very common very polite? It's a very important expression to know now we could adhere if we wanted to. Right here. The word. Just if you want to make it, why, I put it there right here. Not here, right here. We can add the word just to make it even more polite sounding. Could I just have your first and last name? Could I just have your date of birth? Sometimes that's written D Oh, be gonna just have your date of birth. That means when you were born, if you want to let them know exactly why you're asking though, right, that's very important. Sometimes people want to know why do you need my date of birth? You can say just for verification just to confirm your information. Whatever the reason is, you can say just and then either two or four. When would you say to When would you say four? It's a four. If it's followed by a noun just for verification, just for verification purposes, that's common to just for confirmation purposes. Okay, just to would be followed by a verb just to confirm just to verify your information. Verifying. Confirm our verbs. OK, so just to just four. And then the reason could you provide could you provide your phone number or your user name or your full name or your date of birth or whatever you need? Okay. Could you provide? That means Give me. Could you say Give me Could you give me your phone number? Yeah, it's okay. It's okay. This one sounds better. This one feels a little bit more polite. We're going to be talking a lot in this course about how things feel. You can be very direct. Give me your phone number. Give me your date of birth. But the question is, how does that make people feel? If I say, could I please have your phone number just for verification purposes? Could I have your phone number? Could I get your phone number? That's okay if you begin. Just for verification purposes, could I Just for verification purposes. Could you provide your phone number, please? Could you provide your user name, please? Sounds way better than give me your phone number. Okay. So we're going to be talking a lot about how the way we express creates a good feeling or a bad feeling in the mind of the person you're speaking with. Okay, So these both would create probably a good feeling. And again, if you say, give me here in this whole sentence, I think it's OK because we've said the reason. So that's all right. 5. Part 1: The Account Holder: Let's just talk about before we talk about how to ask the customer what their issue is. Let's let's just talk about a couple more phrases we can use to confirm information. Now, if somebody calls with a problem about their service provider, let's say we might want to make sure that we're talking to the person who actually has the information of the account were actually speaking to the owner. We want to make sure that or we want to. If we're talking to someone else, make sure that we know we are. So let's say the owner of this account is someone who doesn't speak English well, and they've put their friend on the phone to speak for them to help them resolve their issue. Make a question that's specific to what you want to know. In this case, we want to know if the person we're talking to is the owner of the account or the holder of the account. So what we say is, am I speaking with the account holder? Am I speaking with the account holder? You could say, Is this the account holder if you want to, but this is more polite, actually. am I speaking with the account holder? Am I speaking with the owner of the account? We could also add owner now in our situation. The person calling, in fact, is not the owner of the account. It's that person's friend. And hopefully they'll say that, Um, no, actually, this is her good friend. Oh, now in that situation, most of the time, you still need to confirm that she's there, right? You need to get her approval. You need to get her approval. Right? So we might say, Could you put her on the phone for a moment? Could you put her on now? You don't have to say on the phone. You could just say Could you put her on for a moment? But we could then add, Could you put her on the phone for a moment, or could you put her on the line for a moment? You can also use line. That's OK. That's OK. Could you just put her on the line for a moment? I need to make sure she's there. I need to confirm that she is okay with me talking to you when he puts her on the line. Then you can ask the same question. Am I speaking with the account holder? She might say yes. Is it okay if I talk with your friend about the reason you're calling? Yes. Okay. Thank you. You can put him back on the line. You can put him back on the line or put him back on the phone. We used back because he was talking to me before, right? So we can say back. All right, so that's how we would deal with that situation. What can I call you is when they don't give their name where they have a very long name and I'm not sure how to say it, right. For example, if I see on the profile that the name is maybe Enrique, but I don't know how to say that. In fact, I'm not even sure if I said that just then correctly. I want to ask, What can I call you to hear that person say their name so that then I can try to copy the sound gay? This is a common situation for people who have difficulty names. So you use what can I call you after you, then say it after you say this. Is it in Enrique? Is that right? Am I saying that correctly? Then you can say, Am I saying that correctly? Am I Am I saying that correctly? Okay. And then maybe the answer is yes. Maybe the answer is no. But that's how you confirm that you've got the right name. Or if they didn't give you a name and they want to be called something else, they can give you that name. What can I call you? It's actually quite quite polite. Okay, Fand, what is your name and what is your name before in the situation in which the girl asked her friend to call me to explain the issue that she is having with her service provider, which I am a customer service representative four. That's complicated. I don't know what his name is. I use and as a way to sort of begin what I want to know and is a very common way in customer service situations to say something new. And actually, I'm not adding to anything I'm not using and how it's normally used in a sentence. But it is a very common way to begin a request or a question like this so you can actually use. And when you're beginning a request or when you want to ask a specific question and what is your name? What is your name or what Can I call you? That would be OK to Oh, my name is Steve Robinson. Steve Robinson. Okay, Steve Robinson or Okay, Steve, what's your issue Now? We'll talk about how to get the person who is calling or the person you're talking to to explain what they're having a problem with, or explain why they're calling. 6. Part 1: "What are you calling about?": So we've got the greeting out of the way. We've made sure we're talking to the right person. Hopefully, we know how to pronounce that person's name correctly. Now we need to know the reason they're calling. Okay, now we could ask very directly. What is the purpose of your cult? Very simple. Why are you calling? What are you calling about? You could say those very simple basic things. It's OK. You have to work the extra hard to use your friendly tone so that that direct way of speaking sounds nice. What are you calling about now? The simplest and most basic way to ask anybody what you can do for them is to say, How can I help you? Is how can I help you to direct? Is it too straight? No, it's actually fine. So it's okay. Generally, always use. How can I help you? Okay, how can I help you today, as I mentioned before, But let's talk about some other common expressions we can use to get the other person. In this case, Steve, who is the friend of the woman who has the account with this phone service provider. One I represent as a customer service representative so we can get Steve to explain. But the problem is why he's calling. So So what can I help you with today? Very simple, very straight noticed that we begin with. So this is similar to an A very nice way to begin a new point. I often use this. You'll notice throughout this course to begin a new point. It's so useful. I love, so I love. So it's very also modern. So maybe some people who are a little older won't use it so much. But so is really common in modern English. It's quite polite, actually. Doesn't really have a meaning. It's like a marker to say that you're going to begin a new topic, but you've got the information you need. You know who you're talking to. We need to shift now. Change topics. Okay, so you can use so you could also use others. You could say OK, it's not a K O. K sometimes, Um, but that one doesn't sound very good because it sounds like you don't know what you want to say. So I would say OK, works. So works sometimes like we talked about earlier and works, but so is pretty good. So what can I help you with today? Very common again. We don't have to add today. You could say What can I help you with? You could say, How can I help you? Very simple. So what are you calling about? What are you calling about? Could we say what is the purpose of your call? What is the purpose of your call? What is the reason for your call off course We could Could you please describe the reason for your call? Could you please describe or explain the reason or purpose for your call? Actually, we would say the purpose of your call or the reason for your call. Now, if we're very sure that this person has a problem that instead of saying reason for your call, why not just say issue directly? Generally, you want to avoid using the word problem because the word problem has a connotation. A connotation is a feeling that something has connected to it. It's not exactly the meaning of that, but what people feel or think when they hear it or when they see it. So problem has a stronger negative connotation and If we say what's your problem, or could you tell me about your problem, then we're sort of assuming that it's a very bad thing. But if we say, could you please describe your issue? What it feels like is, I don't know how bad the problem is. I don't even know if there is a big problem at all or any problem. Maybe you have a question. Regardless, we can call it an issue. Just a question can be an issue, right? And the question doesn't mean that we this company, did anything wrong or you are having a terrible experience. Not at all. So issue is way better than problem in general. Okay, an issue congest be a simple question, a simple request, but it can also cover problems. So that's why issue is a great word. And problem is not so good in general because of that negative connotation. Would you mind described being? That's be, by the way, you'll get used to my handwriting. If you can't read it now, you will be able to As we go along, you'll get used to it. Would you mind describing your issue very polite way of asking the same question again. We are assuming this person has some kind of question or problem or whatever. So issue is all right, Please tell me a little more about about then you can say either your issue, the issue, you're having the issue, the issue you're having. I can't read that either, but I'll say it very clearly. Tell me more about the issue you're having. Or again, we could say please tell me a little more about the reason for your call. The purpose of your call. Okay, so these are the most common ways to actually get somebody to tell you something. If you're not talking to somebody on the phone, then you would just say, Could you tell me a little more about your issue? Okay, if they're not calling, you wouldn't say Call. You're talking to someone face to face. So please tell me a little more about your issue. I'm listening. And you could say that too, By the way, I'm listening. I'm listening. That's a good way to let them know that you're really paying attention to whatever issue they might be having. Okay, so now you should feel pretty comfortable with greetings. You should know how to confirm information and make sure you're talking to the right person . And now you should also know how to ask other people what issue they're having. In the next lesson, we'll learn about how we can ask follow up questions, follow up questions to get even. Mawr details about a particular issue, so I'll see you in the next lesson. 7. Part 2: Time Details: in the last lesson, we talked about how to begin a conversation with a customer, how to politely do that And this lesson. We're going to talk about how to get Maurin Formacion from the customer or whoever you're talking with so that you can find out how you can help them, right? Sometimes you need MAWR information in order to completely understand whatever issue someone maybe having right that happens in all kinds of situations in life. Now we're going to look at as we did before a case. Remember, we're doing a case so that we can focus the expressions that we learn around something very clear. But again, as I mentioned before, you can absolutely use Theo expressions. The things that we learned in this lesson in many, many other ways, you can adjust them. You can change the details, of course. Okay, so let's just read the case first and make sure you understand it. You work for a small company that prepares documents for visa applications. Customer has bought your service, which includes a review of documents to ensure that the application to be sent to the visa agency is complete and there are no errors. Okay, Pretty simple. The customers application, however, was declined. You need more information on their case. Okay, so this is a common type of business. I've actually used this type of company before. The visa application is when you want to go to another country or you want to immigrate, Immigrate. Immigration is about moving to another country. OK, so this company will help you check everything to make sure it's right. Now if the application is declined, decline means refuse if they decline it. That means that the company who was supposed to check everything didn't do their job right . Or maybe everything was correct and the application was declined for some other reason. Okay, so this is the situation. And in this case, we work at the agency or the company that checks the documents can that checks the documents. That's our job. So obviously they're calling, and they're quite unhappy. But we need to make sure we completely understand what's going on. So let's now do a couple things. We'll talk about some basic First, we'll talk about some of the basic expressions that we use some of the simple and very, very common expressions that we use to get more information, and then we'll go more in depth. Who in depth means I don't know, I said, I'd like that. Who in depth means We want to make sure we get all of the details and there may be some special cases where we need really a lot of information, so we'll look at some expressions that we can use to get that information to. So let's start with the basic. The basic expressions one of the most basic and important questions that you may need to ask someone in this type of case is how long, how long it has been since a particular thing happened. Or in some cases, if somebody's been having an issue, how long have you been having this issue, or how long? How long has this issue been going on? This is called the present perfect tense, and we use it when we're talking about something that began in the past but is also continuing is still happening. We start in the past, it's still going on. How long have you been? How long have you been living in New York City? How long have you had this issue? How long have you been having this issue? It's okay. How long has this issue been going on? That one is very common. Now. This one, though, this one's a little different because this is a thing that happened in the past. So we can say. How long has it been? Since now we're talking about a specific point in time. How long has it been since you received the notice? What? Notice? What isn't Notice a notice is something that tells you something that you didn't know before. That's what it noticed is now. Notice might tell you in this case that the application was declined. Lots of different types of notices. Okay, we need to know this information. Because if you received the notice two months ago and you're just calling now to tell us that you were declined Well, maybe what I will do to help you will be different than if this happened yesterday. Right? So that's basic information. How long? How long? This is a really, really important beginning of a question to get that basic detail. About time. Okay, the other one. When Course you know how to use when? Probably. But it really is a polite and common way to ask people about a time point a time point. This one how long can be used to talk about something that happened before and it's still going on. This one cannot generally be used that way. It's used on Lee for saying when something began when something happened when something ended. Okay, when did you actually send the application? After we reviewed it. So let me just explain how we use this. And then I can talk about other places where we might use it as well. When did you actually send the application? Now, this is important, because if we reviewed your application, okay, we didn't send it for you. We reviewed it for you to make sure everything is right. That's our job. Our business is to make sure everything is correct. And then you sent it two months later to maybe the government or the agency that will check your visa. Right? Maybe in the time between when we checked it and you sent it may be the rules changed. And if you had sent it the next day, it would have been OK. So actually that would be the customers fault that would be on the customer. So I need to know that. Right. So this one we're talking about a point in time. When did you do that? When were you there? When did you go? When did this begin? Okay, when did you notice it? Often when we're talking about cases like this, we say notice. If we're talking about a technical problem, maybe it's that the issue started two months ago, but I didn't notice it until a week ago, so we often say notice that's different than this notice. This notice is a verb. When did you actually notice the issue? Very common, actually. Actually. Do we need to use the word actually here? We really don't. But I think it helps to make it a little bit more clear. And make sure that the person who hears this question really understand it. Okay, So when did you actually actually send the application? If I say when did you send the application? It's the same meaning, but the focus is not as strong on the sending of the application. Actually helps me to make it a little stronger. And you can use that word. Actually, in lots of similar cases when you want to focus on the action. When did you actually do that? When did you actually see it? And you can use that with other questions. Why did you actually where did you actually, when did you actually Who did you actually also very common. Ok, so these are the questions that we will use usually to figure out when the time something happened or if it started in the past, how long it has been going on. 8. Part 2: Getting More Details: to really understand something. We need to get the simple details. So we've talked about time. We've talked about when something happened. Very important. But we also need to know some specific information about, for example, numbers or specific words written somewhere. Or maybe exactly what the customer is seeing on some thing. Okay, so here are some examples. What are you seeing on the notice itself? What are you seeing now? Why do we say, What are you seeing on the notice instead of what do you see on the notice? The reason that will say it like this is that we want to encourage them to actually be reading it. I n G means it's a continuing action. Something is going on. What are you seeing? Sort of pushes them or encourages them to pick up the notice and read it exactly right to read it verbatim. Verbatim means Read it. Exactly. Read it Exactly. You could ask that. What exactly do you see written on the notice itself? That's okay. Specifically, which office did you receive the notice from? Maybe there are five offices around. Let's say it's the United States. Remember, someone applied for a visa and they got declined. Well, where did the letter that says you got declined? Where did it come from? There are five possible locations in America. I need to know because maybe the action I will take to help you. Depends on which location you got it from. Okay, So which office did you receive the notice from? Could we say? Which office did you get the notice from? Yeah, it's all right. It communicates the idea, but received just sounds more polite. Again. Again. A lot of what we're talking about in this course is how things feel. So receive. Feels more more polite, a little bit more respectful and get sounds a little bit sharp. The reason that we use which office instead of just where is because we want the specific location. Okay, we want to know maybe the even the address. The reason that we will use which office instead of where is that? We really want it to be as specific as possible. Could you add the word specific? Let me write that again. So it's more clearer. Pacific. Which specific office did you get the notice from? Way more clear than saying Where did you get it from? Because that could be Oh, I got it from my mailbox. Okay, well, I don't want to know that. Of course it came in the mail. You could say specifically which Which specific. So if you say specific, first you have to say specifically, But if you say it after which then you would say specific. Specifically which office did you get it from? Which specific office? Could you tell me the number on the top left corner. This phrase is probably one of the best. Forgetting basic information. Okay. Could you tell me what the notice says that works for that? Could you tell me which specific office you got the notice from? Could you tell me the model number? For example, if there's a problem with some piece of hardware or something that you bought the model, maybe it's a model number. Could you tell me your user name? Could you tell me anything that you need to know? This one is really the one that works for pretty much every situation that I can think of at the moment. Could you tell me the number on the top left corner? I'm saying top left corner because sometimes these forms these papers that you get from some agency, especially if it's related to immigration. It's very complicated, so these things might have numbers all over the place. We need to be very clear. Top left corner, the middle top, the bottom top, right bottom, right, bottom left. If you say, could you tell me the number on the back? But there are lots of numbers on the back. You know what? Some people don't know what you mean. One of the most common things that customers complained about when they call customer service is that they're confused. They don't understand a lack of good communication, right? So not only should you use words like specifically, in order to get clear answers for yourself, you need to be very specific in the details that you provide to the person you're talking with. You need to say specifically where something is located. After saying, Could you be a specific as you can use location? If that's related to the situation, use dates be as specific as you can so that the customer or the person you're talking with doesn't feel frustrated. It's very easy to get frustrated, especially if you don't understand something. It's important to remember that maybe you talk to customers all day. So you're very comfortable with all this stuff. But the customer maybe has never talked to anybody about this kind of thing before in their entire life. So you have to keep that in mind. And being very specific helps to make them feel like Oh, okay. I know exactly what you're talking about. There it is. I see it. The number is 71111 Whatever. Okay. 9. Part 2: Confirming Information: So we've talked about how to find out the time something happened. We've talked about some basic questions we can use to get more information, specific information. Now, how about confirming something that we think is true? Well, because maybe you're looking at information about this particular person, this particular customer, and you know most of the information you need, but it's possible that it's not totally accurate, accurate? That means that maybe the information is not right. Or at least you want to make sure that the information you have is right before you proceed before you go on to the next step. Proceed means go on to the next step. Okay, proceed means so we say my records. That means what I'm looking at. It's a very simple way to express it. You could say your profile says, but sometimes that makes people feel uncomfortable. They might feel like, Oh, you're looking at my profile. What profile? So my records say you have something my records say or show Both are OK. Doesn't really matter that you sent the application on October 5th. Just say right up front what it is that you think is true, then confirm is that correct? Is that right? Is that true? Is not something I would recommend saying I wouldn't recommend saying Is that true? Because that makes the person you're talking to feel like almost You're accusing them of lying. They could understand it that way. So I would avoid saying, Is that true? Is that true? Feels a little, a little bit like an accusation. It can. So I would recommend saying, Is that correct? Is that right? These two are very positive statements. Okay, Now, this one is a very simple formula for making sure information is correct. Very simple formula. Let's just go over it one more time. My records say my records show, Then you say the thing that you think is true, then you say, Is that correct? Is that correct? Okay, Now, if you want to, you can add at the beginning. I just want to make sure I just want to make sure that I have the right date for your application or whatever information you want to make sure about. That's a good expression you can use to make them feel comfortable. Okay, we just want to confirm something. I see sort of like a little introduction, very comfortable. If we want to make things even simpler and combine both the confirmation question and the thing we think we know we can say it like this. Could I just confirm? Could I just notice that we always use just now? This may be kind of an American thing, but really, really coming. So first you say, Could I just confirm that you Then you say the detail. This one is even simpler than the one we just talked about that when we just learned. So what's a spousal visa? Spelled O Visa is basically when you have a husband or wife who wants to become either a citizen or wants to live in your country for a while or get a green card, for example, it's called a spousal, a spousal visa. I mentioned this one because I had to go through this process of getting a spousal visa for my for my wife, and it was not fun. Lots of paperwork, okay, just here just adds a feeling of friendliness, and it's very common, especially in America when you're doing sales, when you're talking with customers in lots of different situations. OK, so this one even simpler than the one we talked about before 10. Part 2: In-depth Questions: so we should have a pretty good understanding of the simpler questions that we can ask about. Time to confirm something and also the basic questions to get more specific details. Now, sometimes we need toe ask more in depth questions, and sometimes those questions can be a little personal. So that might mean that if we ask it directly, the customer will feel a little uncomfortable. Or maybe if we ask it, they have to go and ask another person something. Or they need to actually go and look up some information on their computer or something like that. It's more in depth. Okay, so let's say let's say that the notice came, that the visa was declined. Okay, now we need to get more information. Before we do that. We need to show a little sympathy that this happened. Okay, I'm sorry to hear it was declined. Very common expression of sympathy. Okay, Sympathy. Sympathy means showing doing some action, showing that you understand how someone feels, and you kind of feel their pain. Sorry to hear that. It was declined that your application was declined. If I may. What? When, Where? Who? Whatever you need to ask here, you can ask, but because of this beginning, it's probably going to be something that's a little bit more in depth than the simpler questions that we talked about earlier on. Okay, if I may suggest that we might say something that will make the other person feel inconvenienced or perhaps uncomfortable if we're talking in a room and one person is giving a presentation and we want to stop them and say something we can say, if I may, if I may, and then we can ask a question or make a point So it's a great expression for interrupting . It's also a great expression for asking permission to say something, or ask something a little more in depth so you can say whatever question you need to ask here, whatever you need to say, OK, here's another one. You may be able to reapply, but I have a few questions about your forms. If that's okay, your forms aren't maybe the things that make up your application. An application often has many forms. Maybe there's a form about your personal details between maybe you and your husband or you and your wife. Maybe there's a form about people who know you Who wrote that you are actually married, for example. That's one of the things you have to do if you get a spousal visa. So forms are there specific things? I have a few questions about your forms. If that's okay again, we're asking for permission. This is very similar to, if I may, But instead we're saying it at the very end. OK, so both of these are okay. This one will say the topic about your forms. This one will say the topic. And then after we say the sentence or after they say, Yeah, okay, then we can say the specific question. The question that's a little bit more in depth. Or maybe we'll ask them to go find their forms, check under the bed, open a drawer, something like that that might inconvenience them. OK, so these are very common, very polite. And this one especially requests them to say yes before you actually ask the question, if that's okay. Yeah, that's OK. All right. My question is OK, or I need to know. Or could you tell me whatever it is now, we've talked about a couple ways to ask for permission to ask more in depth questions or get more in depth information. Now I'd like to talk about a few expressions we can use as a way to sort of introduced the idea of talking about something more deeply to say. I don't know enough now. You don't actually have to ask a question here. We'll look at a couple examples the 1st 1 I'd like to better understand your issue before we look at your options. So this is not an actual question, right? But after this, we will ask a couple of questions. This sentence is kind of like preparing the person who's on the other end of the phone or preparing the person you're talking with could be face to face preparing them for Maurin depth questions. So it's a polite thing to do. It's a sort of introduction to what's going to happen next and that Does it really serve a purpose? Does it really get the information? I know, but it may help to make the other person feel comfortable to make them feel like you're a professional, you respect them, Okay, so that's actually a really important thing to do to make sure that they want to answer questions, toe. Let them know that you are a professional who values their feelings, their emotions and who really wants to help them. I'd like to better understand the issue before we look at your options. Okay, so there may be several options. This is to kind of let them know. Actually, it's not over. There might be some things we can do. This means that you can probably help them. In this case, the visa was declined. So what can we do? Well, we might reapply. Or we might maybe correct something and let the agency know Whatever. Okay, I don't know. I don't work for an agency. I just need to ask a few more questions to better understand what's going on. What's going on? This is basically admitting that you don't completely understand. OK, you can add after this what's going on with your case. It's basically saying I'm not sure, and that's OK. That's OK. If you don't know, just say you don't know, let them know you don't know, and then they're going to open up and they're going to clearly explain what is going on. Okay. After the person that you're talking with explains what's going on, explains the issue. It can be a very good idea to let them know that you understand what they said to acknowledge, to acknowledge. That's Ah, l by the way, that you really got it right. But it's not enough. You need still more details. You have a few more in depth questions, right? Still a good idea to let the note you got it. Based on what you've told me, there are a few things we could try. That means I'm not sure I have the answer, but you've explained the issue. You've explained what's going on. You've told me what's on the notice, for example. I understand. So if I didn't understand, I wouldn't say. Based on now, let's talk about what we might do. But first I have a couple questions. Have a few questions for you. So based on what you've told me, there are a few things we could try. But I'll need a bit or a little same thing a bit. Little doesn't matter. It's the same thing. A little more information. First, we're just preparing the customer for some more in depth questions. But in this one the differences that were first acknowledging that we understand what they said. Otherwise, we could not say based on that's what based on means. OK, so it's a good way to sort of connect what they said to the solutions to the questions it makes them feel like. Oh, you were really listening to me. Okay, you could say, Of course I got it. I see. I completely understand. We'll talk more about those phrases later on. In the course here, we're connecting the two in one simple sentence. Okay, So hopefully now you have a pretty clear idea of how to use questions to get more information in a very polite way, whether it's basic information, information about time or more in depth information. Now, to practice this, try to make your own examples fit them into your situation. Your job, these expressions, thes sentences can be used in lots of different ways. So you have to practice using them in order for them to become habits. So that when you need to express something when you need to ask something, it just pops up into your head. Okay, so good luck with that. I'll see you in the next blessing 11. Part 3: Phrases to Explain: in the last lesson, we talked about how we can ask follow up questions to get information about specific issues . In this lesson, we're going to be talking about how we can explain something in detail, especially to explain a service. We're going to be talking about it in several different parts. First, we're going to talk about the case. I'm going to explain what the case is. As I mentioned, we want to look at a case, one case in each, in each lesson. Then we're going to focus on how we can explain. Clearly. We'll talk about some keywords, some vocabulary, just gonna write vocab for short. Then we're going to talk about how we can answer a question and then explain more. So if somebody asks you a question and you need to confirm that, that's correct or say that it is not correct. We'll talk about how to do that, too, and we'll look at quite a few examples. Let's first look at the case for this lesson. So you work for a company that bundles Internet services and TV services together to bundle means to put things together. Okay, A new customer wants to upgrade but isn't sure whether or not to get the more expensive package that could maybe make a choice. Try to get this, Should I get that? Ah, packages a set of things together. Okay, so maybe that includes TV and Internet. Maybe the Internet is different speeds, and you can choose the different options. You need to explain some of the features, and we'll talk about how to do that. But before we do it, let's just go through a couple of important vocabulary words. So some words we should keep in mind when we're talking about services and we're explaining those in detail. Well, we need to know premium premium usually means it's the best one, or at least very high. Maybe it's more expensive than the other things that were trying to sell. So if you buy something that's premium your often paying more than most other people. If you buying, for example, a premium phone when you're buying a phone, that's one very good quality, probably, but also generally more expensive. Okay, so that's what premium. That's what premium generally means. It can be used in other ways, but that's how we're going to use it here a package and package. You probably know as, ah box filled with some things. OK, in this case, if we're talking about a ah phone service plan an Internet service plan, if we're talking about something that we pay for every month, then the things that are included in that the things that we have selected are part of a package. Okay? And you could say I bought these as a package deal. I bought these as a package deal. That means maybe it was cheaper because I bought things together. So when we talk about the services we pay for and we want to explain services to others, we might be explaining in terms off packages. Okay, so that's how that's used now installation. We'll see that one later comes from the word install and install means to put something in and set it up so that it's working correctly. You would install programs in your computer, maybe an application in your computer. You install those so that they can be used on your computer. Well, installation might mean, for example, somebody coming to your house and setting up some hardware or some appliance so that it works correctly installation of a dishwasher installation of a washer and dryer set installation of a microwave. Things like that. Okay, things like that. We might be talking about a modem or a router. When we're talking about the Internet, the thing that's going to be installed, a modem or a router. The router is the thing that the blinks and you can look at it and say, Oh, and my Internet is working. We can say that for the modem as well. Oh, it's working. My Internet is working. You look at that thing in your house and it may broadcast. The router will broadcast the Internet around your house, Your WiFi. Okay, if something is included, that means it's not free. But we don't have to pay extra for it. Sometimes you will say it's free. It is included for free. You can say both. It is included for free. It is free. It is included. For example, if you rent an apartment and you don't have to pay for utilities like gas and water, you can say my utilities are included in my rent. That means they're part of the rent. So whatever you're paying for this service, if the installation off the router is included. That means we don't have to pay an extra fee now if it's not free if it isn't included, and we probably have to pay an installation fee and the last one I want to talk about is the word plan P L A N plan. What phone plan are you on? What Internet plan are you on? What membership plan are you on? When you're talking about things that you pay for every months, you're going to be talking about plans. Plans? Yeah, that's in a different way of using the word plan, but that's how we can use it here. Okay, so now we're going to explain to a customer who can't really decide which package or plan to choose. We're going to explain what they get if they pick the premium one, the more expensive one with one, which is better. What are the benefits? Okay, we usually start this with with the and then you can say what it's called. Okay? It's a really, really good way to simply explain something. Start with with the with this plan with that plan, then the next part of it is you get. So if you can just remember that with the data, you get data with the name you get, then say the benefits. Very simple. Very simple. With the with the TV plus Internet premium package. Okay, with the TV plus Internet, this is the name here. This is the type of package it is premium package you get. This is these were going to be the benefits now the fastest Internet service. And we could go on to say here how fast it is 300 megabytes a second or whatever the speed is, which is 300 megabytes a second as well as 80 channels. What is 80 channels? What does that mean? Well, that's then about the TV part. So this is TV plus Internet. Plus means this and this Now you could say TV and Internet, but maybe it's called in your company TV plus Internet. So you have to call it that with the TV plus Internet premium package, you get the fastest Internet, which is 300 megabytes a second as well as 80 channels, 80 channels. Okay, and maybe that's a lot. I don't really watch much TV to be totally honest with you. And the installation is of course, included. Remember, included means you don't need to pay extra. So we very clearly said the benefits of this package. The person who hears us say this cannot be confused. There's no way to misunderstand it because this is a very clear structure or formula for explaining a specific package very clear. Okay, off course is optional. You could leave this here or you could not say it if you say it sort of means you probably already knew that customer. But I'm just telling you, just so I can make sure that you know it. Okay, so you can leave it out. You could put it in. I don't think it really matters. But e. I think it's a nice touch. It makes it sound mawr premium to make the benefits of, Let's, say, the premium plan even more clear. You can compare it to another plan and talk about something the other plan doesn't have. Okay, So if the premium plan comes with free installation and that's the one that we're trying to sell, say that's the one that we perhaps want the customer to choose, then we can immediately follow the explanation with the one that maybe doesn't have that the Internet Onley package doesn't have free installation. The Internet Onley Internet only means you're not getting TV. You're not getting these 80 channels. You know, some people don't really want a TV package. Maybe they just watch things on the Internet. That's, I think, more and more common, but obviously you want them to sign up for the more premium package. The Internet only package doesn't have free installation. The premium package does so again. Just to be clear, you say, with the premium plan, you get 80 channels and installation is included with the Internet Onley plan. You don't get free installation. Installation is not free, where it doesn't have free installation using has and doesn't have are both really good for explaining the benefits or downsides of particular services that you want to offer. This one has this. This one doesn't have that okay, so sometimes it's good to focus on the negative. The missing things so it doesn't have is a great phrase. A great little phrase for doing that naturally now includes does not always mean something is free. Sometimes we can use the word includes, just as in the previous example we said comes with right. So if a package comes with something, those air, the features, those the benefits we can use includes in the same way, if we use it like this, it doesn't mean necessarily that it's free. Okay, doesn't necessarily mean that because we're paying for the package, right? So you're not getting something extra, so it's used a little differently now. This word, basically to begin, is just for the effect of introducing something. OK, it doesn't really have an important meaning in this example. Basically, the summer promotional package summer promotional promotional means you're doing it for a limited time, and often you will see that phrasing LTD. Time only for a limited time only. It's basically the summer promotional package just in the summer includes free installation and a free router. Okay, so this includes is the same as comes with comes with just like before we said it comes with the fastest Internet speed, and it also comes with 80 channels. Well, those aren't free. Okay, includes this one is free free installation and ah, free router. Remember, a router is the thing that broadcasts WiFi around your house. OK, so that's the best deal we have going right now. If you want to push somebody towards something, let them know that this is the best deal or the best value right now. What does that mean? The best deal? The best value? Well, that means that you're getting the most for your money. That's what it means when somebody says the best deal or the best value. The money you're spending is getting you maybe Mawr than it would get you normally. Okay, so it's the best deal. I think best deal is more common, thin, best value. But you will hear both of them and you can use either one. It doesn't really matter. So that's the best deal or value we have going right now. This phrase going right now does make it feel like it's going toe end. So this might make the person who is considering whether or not to get this This might make them think I'm Maybe I should, because it's going to end soon. It is a summer promotional package. It can give the customer a feeling of urgency. So if you want to give that feeling of urgency like, Do I need to get it right now? I need to pay right now. This is a good phrase to use. This is a good deal we have going right now and this calling it something that's seasonal or related to the season that here in makes it feel like they need to buy it now. Now you don't have maybe a choice about this one, because that's what it is. Maybe that's what it's called. But you do have a choice to say this one or not, and this one can enforce this one or make this one feel even more urgent. 12. Part 3: Answering Questions: So far, we've talked about some simple phrases we can use to explain a package or explain a service . Those basic phrases. Now let's focus on answering some questions in conversation because it is a conversation that you're having with the customer. Let's say, for example, they explain to you what they think. Ah, particular plan or package means. Okay, lets say. They say so. If I choose Internet and TV together, that's the best deal. And you want to say yes, yes, because you're trying to push them to buy that one. Maybe. Okay, so you want to enforce it? Here's how we can do that. Well, the answer. The question you can say yes, but absolutely is a good word to use when you want to make it sound even stronger. Okay, there's no doubt, absolutely. It's a great way to say yes with confidence. Yes, with confidence is absolutely, absolutely. And when you bundle it with the TV package you're paying less per month for each. The wording is a little complicated, so let's just talk about what that means. Well, let's say if you just bought TV by itself, that would be $75 a month, and if you bought Internet just by itself just alone, it would be $25 per month, $25 per month. Okay, so that's totally $100. But if you buy them together, it's only $90 per month. That is what that means. Okay, if you say you're paying less per month for each, that means because you buy them together, you get a discount on both of them. That's what it means less per month for each. It's sort of enforcing the customers idea that this is the best deal, that this is the right choice. Now let's look at a simple way that we can explain or help the customer understand that there is a service or thing that we used to offer, which we now do not. When I say offer, when I say offer we used to offer, I mean, we used to provide that as an option. Now we do not. We often use the word offer. We don't offer that anymore. We can offer that. What do we offer? We offer high speed Internet. Oh, okay. I see. All right. So the customer thinks maybe we have landline a landline landline service. That means, uh, the old style of phone where you have a thing that you're holding in your hand and it has a wire connected to the wall has called landline a landline phone. Maybe this company, the company I work for. Maybe we used to have that. We don't anymore. Now we're just Internet and TV. That's all we offer. Okay. Now, the tricky thing is that we just say we don't have that anymore. It can sound a little too direct, so we have to be careful with how we say it. Also, it's important to let them know that if there is an alternative way to, for example, make a phone call, they can do that on our new service. Well, if you have high speed Internet, you can make video calls, and that's unlimited. Isn't that better than making a phone call? Maybe. Maybe maybe the customer wants that. Maybe they don't weaken. Say it is a kind of compensation for not having the thing that they expected us toe have. Okay, well, actually, we don't offer landline plans anymore. Okay? We stopped doing that again. This word offer this word offer is a great way to say that we have or do not have something to service that's provided or not provided we don't offer landline plans anymore. We used to. That's what this means we used to. At one time. We Onley offer TV and high speed Internet, and you could add We only offer TV and high speed Internet packages or plans. Okay. Or you could say that we've pivoted. Pivoted means we've made a change in the type of company we are to make a pivot, pivoted a little. We don't offer landline plans anymore. Now we offer only high speed Internet and TV packages Now. It's important, I think, to say, however, here. If there's no, however, there is a chance that the customer may feel a little disappointed. We don't have that anymore. Now Maybe it's OK, right? Maybe that's fine. But if there is a however possible use, however okay, it's a kind of compensation. It's a kind of compensation. However, you can do video calls with unlimited high speed Internet. You could do video calls. You can call your grandkids on Skype, or you can call your grandkids on FaceTime or whatever service people use for video calls. Okay, so that's how we can make sure the customer knows we no longer have something. We no longer offer something. Our imaginary customer is still thinking about which plan to choose. And maybe we're talking about the basic plan. Basic means not premium. Pretty simple. No extra features, perhaps. And, uh, maybe the Internet speed is a little slower. Whatever. Okay, so they say I'm the basic plan. Looks like a pretty good deal. It's pretty cheap, But are there any extra fees? I can repeat what they said as a question to make sure that they know I understood clearly what they said. Extra fees. They don't have to answer the question. It's just a nice way to confirm that. You heard because if they say no right away, then you know you miss hurt. But now, in some cases, if it's really bad news, you might want to say Sorry about that. I don't think this is bad enough, because I think most people would expect to pay an installation fee, right? But sometimes if it's bad news, say I'm sorry about that or you could add, unfortunately, but I think the key thing here is to begin bad news by using well. Repeat to confirm as a question. And then, if you can say some good news first and then say, But it's always good to throw in a little good news before saying the bad news. I say bad news. It's not really bad news, is it? But saying something positive. First, the basic plan includes a free modem, but then say that if you just say extra fees, yes, there is a $35 installation fee. Well, it's OK. I think that's fine. It's all right to say that. But if you can, you really want them to get this one. If you can add a little good news and then say the bad news, the fee, I think it will be a little more comfortable for them to hear. Think they'll be more likely to see it as an okay thing to see it as maybe a good deal. Another way of giving some bad news is to say, unfortunately, not, unfortunately, not. It's a nice and polite way to do it, so maybe we're talking with a person who expects there to be, let's say, network security tools maybe some tools to make sure that you're safe online. And they heard maybe we have these tools are service has these tools? Let's not really focus on exactly what those tools are, but unfortunately right, we have this pro package, but they're not buying that one or they're not really considering that one. So we can say, unfortunately, not could say, does the package. I'm getting the basic package The Internet package come with the network security tools? Unfortunately, not, unfortunately, not the network security tools on Lee. Come on, Lee, come with the pro Internet package. Maybe we're saying that as a way to push them toward that. Maybe we're saying that just to let them know that they don't get that with whatever they chose with the basic plan. It's a great way to give bad news. And again, I do this, that I use these air quotes as a way to say, Is it really bad news? Well, not really. But I think it's a simple way to explain what I mean. Unfortunately, not, unfortunately, not. Finally, let's look at how we can resolve any concerns that a customer may have about a service and then provide an alternative if we're still trying to maybe push them to one plan or one service or another. So they might say I I watch a lot of videos on YouTube on the Internet and sometimes I watch movies. Is the basic plan fast enough for that? Is the basic plan fast enough for that? Definitely. This is similar to saying absolutely, but it's more like saying for sure for sure. Absolutely. Definitely. It's very similar. Actually. The 100 megabytes per second megabytes per second plan, which is the basic plan, is fast enough for watching videos fast enough for watching videos. Now, I have made sure to resolve the concern. Okay, they were worried. Maybe the basic plan was not fast enough for videos. I've now let them know that it is okay, Okay. And I have said definitely to start it, to give them a feeling of comfort. But now I want to add another case to this. I want to suggest that maybe they like to play video games, in which case, maybe that isn't fast enough. But But if you do a lot of gaming, you may consider upgrading. You may consider upgrading. They didn't ask me about gaming. But if I want to introduce another possible use for the Internet that they might have, that they didn't think of I convention gaming and then I can suggest a package that would fit gaming better. So this is a really useful way to resolve a concern and introduce an alternative. An alternative means another choice. Okay, May consider, you may consider is a very indirect way to say, I think this would be a good choice for you if this is true for you. If what's true, if you do a lot of gaming, okay and may consider is really indirect. So it's a It's a cool way to suggest an alternative, even if you weren't asked about anything related to gaming or anything related to faster Internet. But you're still answering the question honestly, yeah, it is fast enough. This is fast enough for videos 13. Part 3: Overview of Phrases: Okay, so we've spent some time talking about the basic vocabulary we need to explain a service or package. We've talked about some of the phrases we can use to actually introduce what's inside of a package or a service. And we've talked about how we can answer questions, too. Resolve concerns or to introduce maybe new features that are related to the questions that a customer may ask. So you should feel pretty comfortable, and you should be able to use the phrase is that we've learned so far in your own cases can . Now I just want to at the end of this section I want to talk about I want to review some of the things that we've actually discussed very quickly, basically basically as a way to begin explaining something, and it doesn't have a very strong meaning here. OK, it's just a way to begin naturally with something, you get something very simple structure for bringing in the features or the things that are included in a particular service. Same it comes with it comes with basically the same thing or it includes. Now remember, includes can be something for free, or it can be something that's part of a package just the same as it comes with. Okay. Doesn't have is when we want to mention that something has been left out. Something is not included. Something is not part of a package. And that helps us focus on maybe the benefits of one and the reasons that another may not be the best fit for a particular customer. We don't offer this. We only offer this Onley means we have just this don't offer means. We used to provide it. Perhaps, but now we don't or we just don't have it. If we add any more, it definitely means that we used to have it. And now we don't We don't offer that anymore. Okay, at the moment, we only is a good way to follow. We don't offer this anymore. At the moment, we only offer this. We can also use at the moment when we want to talk about, ah, special promotion, maybe a summer promotion or a special deal. Okay. Simple way to say that we don't offer something in a very comfortable way, is unfortunately not unfortunately, not instead of saying no, which is very direct. Absolutely. Is the same as yes. And if we say definitely, it means yes, but it can also mean for sure. Okay, so hopefully these are all very clear. If not, go back through the lesson again. Try to fit these into your own cases. The phrases that we learn so that when you're in those situations, you can actually use them to make the customer feel comfortable or maybe pushed them toward a particular service that you want them to choose. So in the next lesson, we're going to go on and talk about the steps in a process. Okay? So sometimes customers feel confused about things and we need to walk them through steps will learn that in the next lesson, and I'll see you there. 14. Part 4: Explaining Steps: in the last lesson, we talked about explaining a service, which is something that you may or may not need to do in customer service. Some jobs may require it, and some jobs may not. When this lesson we're going to focus on a walk through. This is how to explain a task or process step by step. Now, this is a very, very important skill to be able to explain in detail clearly, without any confusion, how to do something. So we're going to focus on this in this lesson. I'm going to read the case, and then I'm going to give you a couple tips and then we'll get started with the lesson. Okay, so here it is. You work for a company that sells scanners. Scanner is something that can copy and image and either put it on your computer or eventually printed out. Okay, You work for a company that sells scanners. One customer calls to complain that he doesn't know how to set up his computer with the scanner. Right? That means how to link the scanner and his computer. You need to talk the customer through the set up process. Okay, Now, notice. I said. Here, talk through. But here it's walk through. Well, that's because it doesn't really matter. You can say, I'll talk you through it. I'll walk you through it. And really, both are OK now. One thing I want to just mention before we go through a couple of tips to keep in mind for doing Ah, walk through by the way, we can say a walk through, but we can't say a talk through. I know that's that's a little weird, but, um, one thing I'd like you to keep in mind. We're going to talk about a scanner, which is a physical thing. But a lot of the phrases were going to talk about can be used in lots of different situations, lots of different cases. So just keep that in mind and always be thinking about how you can use these phrases in your own cases in your own job, in your own daily life, when you need to explain steps clearly. Okay, so some things I'd like you to remember any time you're trying Teoh, explain something step by step, one in particular for customer service. You see it every day. They don't they don't see the issue every day. So you have to keep that in mind because to you, that particular task may be very easy and very simple. But maybe that's because you've seen it so many times. You're very comfortable with it. Maybe the person who's calling and needs help has no idea what this is, what the task is, and they have no idea even how to begin doing it. So it's very important to keep that to keep that in mind. Okay, Another thing to keep in mind is that you are on the phone now. If they were there with you in person, it would be a lot easier, and you could probably do a lot of the things yourself. So you may not need a lot of the phrases from this lesson, but if you are on the phone, you have to remember that you are on the phone, and that means you have to be extra, extra clear, very, very specific mawr. So than if you were giving somebody instructions face to face and you could use your hands , you could point at things. You can't do that. You have to use your words. Use the words you know, be very, very clear. Very important. Okay, Tiny steps that the tea, tiny steps, tiny steps don't combine B hopes combined. Now why? Well, if you combine steps and you say, do this and then do this and then do that in one explanation. Some people, particularly those who are not savvy and two don't understand, for example, technology or whatever it is that you deal with. If they don't have an understanding of that and you combine steps, they're going to feel overwhelmed, overwhelmed. And if they feel overwhelmed, they're going to get frustrated. And if they get frustrated, they're going to complain. They complain you might get impatient, and that can lead to a lot of bad things. So tiny steps break each thing down into a little piece That makes it easier that prevents them from being overwhelmed. And it helps to move along at a regular pace instead of needing to explain things many times. Okay, confirm completion. That means usually before going on to the next step, always make sure that the last one was done correctly. Did you do that? Is that done? Are you finished with that? Okay, that's pretty simple. We don't really need to go over many phrases for that last, and this is more of a personal thing. You, you may want to remember, is patience the power of patients. If you are patient, no matter what, Even if they get upset briefly, they will probably calm down again. If you are patient and calm. Okay, If they see that you are in control mentally, then it really helps to make them feel comfortable. And this is speaking as a customer now as a customer. If I'm dealing with somebody who is very patiently explaining the steps and doesn't get impatient, I feel safe. And I know that I'm not going to get lost, that I know that my issue is going to get resolved, whatever it may be. All right now, let's actually get into the walk through. Let's start going through the steps for getting this computer set up for the scanner. So we've read the case. We know the situation. Let's just imagine here that we're on the phone case. We need to be extra clear, and because of that, we don't know where they are. Maybe they're just finishing, making their coffee. The customer So we need to say this at the beginning. Let me know when you're ready. Now, sometimes more informally, We might say, ready when you are ready when you are. But I think this one is better. I think this one is more polite. Okay, you could say, Are you ready to get started? Are you ready to get started? Yep. I'm ready to get started. Okay, Let's begin when we're actually getting started. We probably want to use first just to make it clear that this is the first thing. Now make sure the scanner is plugged in. It is sometimes to say that this is obvious and it's not even really a first step. It's so obvious. But maybe you still have to say it to confirm that it is plugged in. You can see the orange indicator light. An indicator light is a small light that just shows that something is working. Maybe it's blinking. Blink. It's a little light that's blinking, being being being Okay. So first, make sure make sure this can avoid someone who actually knows a little bit about this. This can avoid them. Feeling insulted, right? If you say something that's obvious and using make sure is sort of like saying, I know that you know this, but I have to say this at the beginning anyway. So just tell me if you have already plugged it in. Make sure the scanner is plugged in. That means plugged into the wall and you can see the orange indicator light. Okay, That's how we can start. One way to really break down steps is to ask little questions to confirm that they see something. Do you see? Do you see? So maybe you're helping somebody with their profile on a website. Okay? And you would ask, Do do you see a tab that says that the, uh do you see? Do you see maybe a button along the left side or the right sign? You should see a tab that says something. Okay. You should see a row of three buttons along the front. That is not a question. Okay, so that one's a little bit different, but they're about the same. I think this one is better because it's in question form, so it forces them to answer. If I say you should see, they'll probably say, Yep. I see that. Yep. I see that. OK, that step is complete. Okay, But this is better because it has to be answered. Has to be answered. Okay, so then we can tell them what to do. Then you would say, Push, push the second button from the left. Third from the left, fourth from the left. Hopefully there aren't that many buttons. Hopefully, you can start using from the right at that point. Second from the right, third from the right. Okay. The right, by the way, means all the way to one side or the other. Second from the left. If there are 1234567 Buttons, Thistles. The button all the way to the left. Second from the left, Third from the left. Okay, this is the third from the right. This is the second from the right, and this is the one farthest to the right. Farthest to the right. 2nd 3rd Okay, this one. Well, luckily, we have a better way to say that one. This one is the middle button. If there are more than this, huh? Then maybe the customer deserves to be confused. Because that too many buttons that's too many buttons So anyway, that's how you explain which button it is all the way to the left, all the way to the right. 2nd 3rd Middle. Okay, now, sometimes events have to come before other events. So if one event is turn it on, that's one of the steps in the process. We need to make sure that another thing goes before that. That could be a very important thing. So just used before. Before you turn it on, you'll need to install the wizard on your computer. We can say wizard. Sometimes we use the word tool. Different systems have different words. Whatever. Wizard tool. Let's say it's let's say it's the same thing. Okay? Have you already done that? We can confirm. Maybe they have already done that. Have you already installed the scanner tool? Have you ever installed the scanner wizard again? Wizard and tool. It's a little application that can help you use the scanner, scanner, tool scanner, wizard scanner, maybe application application. OK, so have you already installed the scanner tool? And they say I know I haven't. Okay, Then we begin. Okay, to do that to do that, go to detect it, go to for example. Google Chrome. Go to your browser and type in that don't come, Then find the blah, blah, blah tab on the right side. Okay, so we go through the steps of how to install it. But before we do that, we need to explain that this is the thing that has to happen before you push the on button . This is a way to confirm the order of things using before you do a certain action and confirming whether or not that action has already happened using this one, have you already? To get the application, go to blah, blah, blah, blah blah dot com slash downloads and choose the option that matches the model number. Now maybe you're thinking Wait, you said Make sure that each step is separate. Don't combine steps. Yeah, that's true. Now we could say it like that if we feel like we're talking with somebody who's pretty sharp and can easily get the steps. But if we're talking to somebody who perhaps maybe is a little slower in either understanding or following steps than we might say to get the application, go to dedicated it dot com forward slash downloads, then we confirm that they've done that before, saying the next thing OK, have you done that or in this case, specifically has the page loaded or in this case, specifically are you there for a website? We say, Are you there? We use location words when we're talking about websites. Are you there? Have you done that? Has the page loaded? That means has the page finished? Okay, they say yes. Then we say, Okay, choose the option that matches the model number. Maybe this scanner is model number G R 231 Whatever. And then you would select that one and download the application for that one or that version That version. Sometimes there are different applications for different scanners or different versions of an application for different kinds of products that you might buy. For example, I'm using a digital pen and a board. It's Ah, Wacom. It's the one I use and you need to download different versions of the application or different versions of the software for different for different boards. There is one very general word that we can use to talk about readiness. Obviously we can use ready, but that would be at the beginning ready. But I like all set. All set, very general. So I've asked you to go to the website. I can hear that you're doing it. OK, all set. If you say yes, it means the website has loaded. The page is loaded. Okay. You are. They're So now we can move on to the next step. Just a few questions that you can use to ask the person you're talking with. Whether or not they're ready to go to the next step in the process, you can ask directly. Are you ready for the next step? Are you ready for the next step or without are you cancel that and say, ready to move on. It's very important that if you say this one, you have to use the question tone because if you say ready to move on, it means that you are ready to move on. But you're actually asking them if they're ready. So you have to go like this with your voice ready to move on, Ready to move on. Shall we proceed? Shall we proceed? This is a very polite one, by the way. Very polite, I think. More polite than any of the other ones. Can we continue? I would say that this one is more direct. A little more direct. This one shall is a very polite phrase, Shall we is always, always very polite. Once a step is complete, we can use the phrase now that we have to sort of mark that this step is complete to say we've done that. What have we done? Well, we've installed the application. We've installed the tool. Okay, I begin with okay. Just because it's a very friendly way to begin. No riel. Meaning here. Not much anyway. Okay, now that we have that installed, now that we have that installed. Okay, that was the task we had before in the previous step. Let's push the large button on the left side of the scanner along the front and wait for the green light. Okay? Now, is this more than one step together? Well, I think waiting for a green light is not an action. Exactly. You're not. You're not doing anything other than pushing the button. And so I think it's just fine if we put this together with the instruction to push the large button. What if there are no other buttons on the scanner on the left. What if there's only one row of buttons on the front? And that's and that's all. Should we still say along the left side of the scanner or on the left side? So on the left side of the scanner along the front? Should we still say that? I think so. Again. Remember, you are on the phone, so be as specific as you can, whether you're talking about the position of something, whether you're talking about the total number of things that someone might see, whether you're talking about the details of our particular ah, service or words on something, whatever it may be, whatever it may be, be as specific as you can. What about this? OK, let's push. Am I there with you? Am I pushing it? No. But this is an interesting way to help establish a connection. A connection with the person who's calling who maybe is having a problem. If you say Let's do this, let's do that. Let us. It means we're doing it together. And it feels like using that language feels like we are now sort of on the same team. It's a way to one, make a connection, maybe show empathy and also give the customer the feeling that you are almost looking over their shoulder, and that is a comfortable feeling. Okay, so we can use this. Lets you certainly don't have to, but it's a very, very comforting thing to use. Okay, so we use this one when we want to mark the completion of the previous task. Then we say, for the next instruction than at the next action we use. Let's so that we feel connected. They feel connected to us and notice that I always, by the way, say, Let's go on, okay, Because it's you and me. We're together in this course. What? I'm I'm Technically, I'm sitting here in a studio, talking to a camera. But in a way, because you're watching this, you're kind of here with me on that, even though maybe I don't know you personally, it kind of makes us feel connected. And when I'm talking to the camera, I don't feel I'm talking to the camera. I I feel like I'm talking to you. That creates a connection. Right? Okay, so let's push the large button on the left side of the scanner along the front and wait for the green light. Wait for the green light. Okay. We could say if we wanted to make it separate. Do you see a green light after? We actually wait for a little while. But I think this is even more clear. Okay, because then we know what we're looking for after we push the button. 15. Part 4: Confirming Completion: so far in our walk through, we've helped the customer download something, and we've also made sure that it's installed. And we've also confirmed that it is. And we've actually turned the scanner on. Okay, so that part is successful. Now we're going to get into some steps that are a little bit mawr complicated and one really useful phrase that we can use to talk about the purpose of each step and also to confirm that the last thing happened correctly. So we say, if it's connected correctly. So it's really a way to say this is the purpose of this step. And if you're not seeing the thing I'm about to say, that means we need to go back to the previous step and perhaps do something else, or do it again or whatever. So if it's connected correctly, you should see an icon appear in your computers settings in the toolbar at the top, right? Okay, so actually, this is an icon. It's a little picture of something. It's called an icon, and it's on a screen. So icons we usually use on a digital screen we don't as often use the word icon to talk about physical things. Not as often. Okay, so you should see this. This is what we talked about previously. When we said you will see a light, you will see a light. You should see an icon appear. It's there. It wasn't there before. Now it is in your computers settings and again, we want to be very specific. So we should say where it is in the toolbar. If I know what kind of computer you're using, then I'll say in the toolbar at the top, right? Sometimes I'll say in the top, right? Both are generally okay when you're talking about the position on a screen at the top, right in the top, right? Toolbar usually is the part of your computer where you have little icons that maybe show your WiFi status and Bluetooth status. Things like that. Okay, can you let me know if or when you see that now we could just stop here. You should see this at the top, right? If everything is connected correctly, But we also need to give an action. We need to give them something to do because we want to move the process along. We want to go to the next step as soon as possible, right? And sometimes they, for whatever reason, might not say Oh yes, I see the icon. It appeared. So just to put the ball in their court, you can ask a question like this. Can you let me know if you see that? Or can you let me know when you see that? See the icon? It's kind of an obvious question, but it does help to move things along. Putting the ball in someone's court, put the phrase, put the ball in their court. What it means is the next thing has to come from them. They need to know that they need to tell you when they see that thing that they're waiting for. Because if you don't tell them that clearly there is a small chance that they will just sit there and say, uh, what next? Then you need to say, OK, do you see the icon? Yes, but you didn't ask. So this is a good question to sort of add on to put the ball in their court. That means they need to take the next action, always a good idea to put the ball in their court just very quickly. Let me mention when we can say if, but not when. So in this case, we can use either if or when. But sometimes we can only use if if you're dealing with somebody who is maybe looking at a let's say they're looking at a warranty paper the agreement that they signed for something and you need to know whether or not there is a particular number on that agreement, Okay, Because you need to confirm which type of agreement it is. And you want them to look at the top left of that agreement, that piece of paper that they got okay, In this case, you can say, let me know if you see the code J R 231 in the top left corner. So now this one can use if, but not when That's what I would call a branch point. Because if the answer is yes, the next instruction will be this way. If the answer is no, the next instruction will be this way, and we might go another direction. So it's a branch branch. Excuse me, B r A and ch. So this one without when but with if is a great way to confirm information. We talked about that a little bit before in a previous lesson, but I just want to remind you of how important that phrase ca NBI. Because if the answer is yes, it will go this way. If the answer is no, it may go this way. 16. Part 4: Troubleshooting: So we're trying to get this scanner set up, and we're waiting to see if this icon appears in the toolbar. Okay, when it appears we can go on to the next step. However, if it doesn't, we need to do something else. So if we want to explain the step beforehand, this is actually not very common. If you don't see that, you will need to restart your computer. This is the kind of thing you'll see in written instructions when you're not actually talking to somebody and you're reading the manual. If you don't see the icon appear in your toolbar, you will need to restart your computer. Okay, In this case, though, it's going to be different. We're not going to say this. We're going to confirm that they don't see the icon or in the other example, I gave that. They don't see the number. The code in the top left corner, You still don't see it, or in the case of the form, you don't see that number. Okay, you still don't see it and they'll say, That's right. I don't or no, I don't. Okay, no problem. Now we should say Okay, no problem. as a way to sort of comfort them so that they know that it's a common thing that happens. They don't need to worry too much. Don't stress out about it. OK, no problem. Let's again. We use let's because it feels like we're doing it together. Let's try restarting that should solve it. Or if it's a common issue that usually resolves the issue that usually resolves the issue, let them know that it's something that happens frequently, so long as maybe they're clear that it's their computers. Issue may be and not your products issue. Okay, let's Let's try restarting. You could add restarting your computer. Sometimes people will say rebooting, but restarting is fine. This is an important one to say to make them feel like they don't need to worry. But we can also use in that case. In that case, we need to restart. Sometimes this does happen. Don't worry. I don't have to add that, but you can. Don't worry, okay? Or it's fairly normal. It's fairly common. It's fairly normal. In that case is a common phrase we use when we want to say, because this is true because you don't see the icon in the toolbar, which you should see. Then we need to take some other action. No, I don't see the code at the top left. That's the code. I said. Now I forget. I don't see the code at the top left. Okay. In that case, can you turn the page over and let me know if you see another code at the bottom, right? Oh, yeah, I see that. OK, can you tell me what that is? Please. In that case, because of what you just said because of what's happening now we use this phrase. In that case, it's useful in all kinds of situations in life. Because this is true. It this time let us take this action. In that case, I really like to use it. I use it quite often. Okay. In that case, we need to restart. Sometimes this does happen. Don't worry. But maybe the icon does appear. The thing that should happen does happen. Can you see the icon? Do you see the icon? Can you confirm that you see the icon? Yes, I see it. Oh, good. Good. That's great. Click on it and choose preferences. Click on the icon and choose preferences. Sometimes depending on the computer, it's a right click. Sometimes people are on a laptop. Maybe there is no right click. Often you can just say, Click on it and choose preferences. Now, when you say this word preferences, make sure you focus on it. It's important to when you're speaking English to stress words that are important in the sentence. Whenever you're explaining something to anybody, you generally want to stress or focus on words that are important to your meaning. Things that you really want to communicate or get across. Slow down the important words, stretch them out and increase the volume of your voice. So instead of saying, click on it and choose preferences from the drop down menu. Don't say that. Say, click on it The action and choose preferences. Okay, we don't have to focus on choose. We don't have to focus on drop down menu. Drop down menu is a menu that goes when you click on something on a computer. OK, we don't have to focus on those things because they're not as important as the thing you have to click on, which is the word preferences. Okay, click on it and choose preferences from the drop down menu preferences, preferences. I'm saying it in a slower way, and I'm saying in a little bit louder than the other parts of the sentence. That is just a small point. But it really can help to make what you're saying more clear to reduce the possibility of misunderstandings. Okay, then, if I want to add something simple, I can say you can configure or change, or it just means basically set the preferences that you want. You can configure your quality settings here. Okay, So after after you've done this thing, I can give you some extra information about this thing. What is this thing? Do What is clicking on preferences do? Well, it allows you to configure your quality settings. The last step is to let the customer know what they should see. If they have done everything correctly, up to this point and if we are actually done Okay. So I can say if you see, as I said before, if you see a little green dot little green dot little green dot beside the scan button, it means the scanner is set up correctly. I could also ask do you see a little green dot beside the scan button? Yeah, Yeah, I do. OK, that means you have set up the scanner correctly. Of course, they will be very happy. Oh, thank you so much for your help. Then you can say my pleasure. Of course. Oh, don't worry about it. I'm happy to help. Okay, then you can ask if they have any other questions if they need any other help. But basically, that's it. Now, if they don't see that, if they say no, I don't see the green button. Then you can go back a step, OK, tell me what you see. Can you tell me what you see? Then we can do what we did before and say if you see this, do this. If you see this, do this, we can solve the problem. But I don't want to get into every single little possibility. I just want to share with you the really common phrases, the expressions that we can use when we're going through a walk through a step by step for how to complete tasks. So now hopefully you can take the phrases and the things we learned in this lesson and apply them to really situations that you come across. Try to actually make examples based on the kind of customers that you deal with the kind of situations that you may face, so that when you find yourself in those situations for riel, you're actually able to use these phrases to good luck with that, I'll see you in the next lesson. 17. Part 5: Things to Keep in Mind: in the last lesson, we talked about how to do a walk through how to explain tasks in a process, step by step. Now, in this lesson, we're going to talk about communication gaps. Let me explain what that means before we talk about how to fix and solve communication gaps . Well, a communication gap is when one person says something that the other person either doesn't understand or understands incorrectly. In other words, I say something. You think you understand what I said. But actually you understand the wrong thing. Okay, that's called a communication gap, and it can happen for many different reasons. Maybe it happens because one person didn't communicate clearly. Maybe it happens because one person isn't really paying attention. Maybe it happens because of a technical issue. Maybe you're on the phone and there's some noise or you're doing a video call. And there's some what's called lag. Maybe there's some lag or a connection issue. Maybe it's related to accent. Maybe someone has a very strong accent. That's hard for you to understand. An accent is a way of speaking of particular language. Sometimes when I talked with people from Australia, I don't really understand the words that they're saying sometimes because they use a lot of special words that pretty much only Australians know. So anyway, let's look at the case for this lesson, and then we'll talk about some ways that we can make sure we are on the same page with the customer that we're talking with, the person we're talking with, not one on the same page. That's what we want, right? We want to be on the same page. That means we have the same understanding. There's no confusion going on. We want to avoid confusion. We want to reduce confusion, and there are some ways that we can. We can do that. I'm going to teach you that in this lesson. So let's look at the case as we always dio Erase, erase, erase, erase. Okay, let's look at the case. You do service for a bank that provides online banking services. Okay, One customer doesn't understand why she was charged a fee. Okay, That means money extra for withdrawing cash from her credit card. But she has, ah, heavy accent and you cannot completely understand. Okay, now, heavy accent. We won't focus on which accent because it depends on where you come from. What you what you would call a heavy accent might be what I would call very easy to understand. OK, so it's very relative. So let's first talk about some basic, some basic tips as we often do some things to keep in mind when we're trying to communicate with people, especially over the phone, and it's harder over the phone and we're using a phone call for most of our cases, because if you can do a phone call, you can definitely handle situations in person, because when you're talking to someone face to face, you have the advantage of using your facial expressions of pointing at things. So it's going to be much, much easier. The phone call. Customer service situations are the most challenging, so that's why we're mostly focusing on those. Everything else is easier. All right, so here we go. So the first thing, the first tip is to generally speaking, Generally speaking, you want to avoid placing blame. In other words, avoid saying whose fault it is. If you say oh, it's your connection, you have a bad connection. Do you know that or your accent is very strong. I can't understand you. Does that sound nice to hear? No. And does it solve any problems? No, not really. Unless there's an action that can be taken right away, would you mind slowing down a little bit? That's an action, But you don't have to say, I can't understand you because of your accent. Focus on the action. Focus on resolving focus on resolving the problem. Don't focus on what the problem is, especially if it's clearly the other person's fault. Generally want to focus on the action that makes the other person feel like you're working to communicate, rather than just trying to figure out who's fault It is okay, use gentle language and ask for repetition. Okay, gentle language means, as we have learned throughout this course language, that is less direct because less direct language often makes people feel more comfortable. And there's a way to use gentle language to ask for repetition. That means when things are not understood, it's much better to ask someone to say something again or say something again yourself, then to assume that the other person understands what you said or assume that you understand what they said If you aren't sure. Ask for repetition. There's nothing wrong with it. Or if you're not sure if they understand you repeat yourself. It's better to be understood clearly to be on the same page than assuming that you are and then creating a misunderstanding that causes frustration and impatience. That's a really, really important thing to keep in mind any time you're communicating with anybody, especially on the phone, there is no shame in repeating yourself, and there's no shame in asking for repetition. Okay, make sure next one. Make sure to confirm something correctly. Confirm. One way to avoid misunderstandings is to repeat what the other person said to you as you understand it, to make sure that you got the right idea to confirm. We've talked about some ways to do that. So far, in this course we have, we're going to look at a few more in this lesson, so confirming allows you to stay on the same page with the customer that you're talking with. Let's get started and talk about some actual phrases we can use to handle these kinds of misunderstandings that may come up in regular calls or conversations 18. Part 5: Asking for Repetition: when you don't understand something, for whatever reason, technical issue, accent, whatever, ultimately, does it really matter if it's not a big issue? And it's just because something was said to quickly or there was a very small technical issue? Ask for repetition, but do it politely. The simplest way to do that is to say, could you please repeat the last thing you just said? You don't have to say. You just said this suggests it was recent, but we could say, Could you please repeat the last thing you said that would be OK to We could replace, could with can. That's fine if we want to say, Can you Can you please repeat the last thing we could also replace this beginning part with ? Would you mind? Would you mind if we say, Would you mind then, here we need to say repeating. Okay, so either one is fine, but we have to change the structure of the sentence a little bit. Could you please repeat the last thing you just said? Or would you mind repeating the last thing you just said? This is definitely the simplest way to ask somebody to say something again. Okay, This is for when there's not a major problem. And it's just one thing you didn't hear the last thing or if there are many points, somebody said three things and you, you know that there are three. Could you repeat the 1st 1? The 1st 1? Let's say there's a list. I have three issues. Number one number two and number three. OK, I got it. I completely understand, But could you please repeat the first problem? You mentioned the first problem, the second problem. So you can use this for lots of other different kinds of misunderstandings as well. But this is really the simplest form of of, of asking for repetition. All right, now let's look at another one, though that's quite similar. If you want to say that you didn't understand, you can definitely you can definitely do that. You can say I didn't Didn't quite. Q u i t e. Quite. We'll talk about that in a second. Gonna frame this? The very ugly box that I'm making now. I didn't quite I didn't quite get the part. The part about the fee Could you say that again? Didn't quite get that. All right, so Let's let's talk about this one here. We're We're saying that we didn't understand this one. We're suggesting it here were saying it, but we add quite because quite helps us to make language less direct. If you say I didn't understand you, it sounds a little bit direct. And it almost sounds like you're accusing, huh? I didn't understand you as though you're wrong. Okay, But saying I didn't quite understand makes it very gentle, very indirect. It's very nice. Sounds good. Now, if we wanted to say the same thing here, I didn't quite get that. That would be fine. Just the last thing you said. I didn't quite get that. Could you repeat the last thing you just said? Could you repeat the the first thing about the whatever okay? Or or we could say we could name it. Maybe there are different sections. When somebody is talking about something, it's almost like there are different sections. You talked about the fee she talked about being at the a T M. She talked about her card. She talked about maybe the last call she made. There are different sections. And when we want to reference those sections we say the part about OK, so I didn't quite quite makes it sound gentle. The part about okay, the fee didn't quite get the part about the fee. Could you say that again? We could say it just like this. Could you repeat that, please? Could you Could you please repeat that? Could you please repeat that? The reason that we will say, repeat that instead of saying the thing you just said is because we're talking about the fee. Okay. Could you repeat that? That is about the part about the fee. This thing. Okay, so both of these air. Okay, both of these are very polite. Both of these sound sound good. And you can usually use either one. The next one will look at it feels a little more formal, and we'll talk about why it feels more formal. It's a way to say again in a way that sounds a little less casual. OK, but anyway, I'm sorry I wasn't able to catch that Now. We could add quite here if you wanted to add quite you'd put it right there wasn't quite able to catch that. All right, now, why would we say I'm sorry if it's not our fault. Well, in normal spoken English, we use Sorry. Just as a way to say oops. Basically, when a mistake, some sort of mistake has been made, It doesn't mean that we feel sorry. It doesn't mean that we're admitting it's our fault or anything like that. I'm sorry I didn't quite catch you. And we often say it very quickly. We don't say I'm sorry. I'm sorry. I'm sorry. It's ah, sort of introduction thing, and it just makes it feel little more a little more polite. I'm sorry I wasn't able to catch that. Okay, We could say I didn't quite catch that as well. Didn't Didn't quite catch that just like that. Okay, You can really mix and match these and use them in lots of different ways, depending on the effect you want to have. OK, now, would you mind saying that once more? Would you mind saying that once mawr, this one means again and it feels more formal than saying again. So if you want to create that impression of being quite quite formal, you can use once more. You can replace this with again. Would you mind saying it again. Or could you repeat that you can use any of those phrases we've talked about so far. But this has a different effect. Different effect. Now this one could be replaced with here. You here, you You may want to say if you want to. If you think that maybe it's your issue, you may want to say the reason right here. So if you have to say a reason I mentioned before that you shouldn't have to say the reason . But if you do need to say the reason, put it here after because, um, I'm sorry I wasn't able to catch that because because there waas some static. That's not saying it's my fault or your fault. Static is the she sound that you hear when something is not clear on the phones called static. So there was there was some static. It's a good way to say that your fault, my fault. I don't know any way. That's the reason I wasn't able to hear you. Okay, so that works well. What about when the misunderstanding is not due to accent or some technical problem, but it's due to their inability to explain clearly or Maybe you were distracted because your coworker over there was making a funny face. Half you weren't paying attention. Hey, it happens. It happens. So what do you do when that happens? And you need them to repeat? Not because you didn't hear, but because you didn't understand. For whatever reason. OK, well, here's one way we could do it. And again we could substitute in a lot of the phrases that we've learned so far in this lesson, a swell. And we can talk about how we could do that. Okay, I'm having a bit of trouble understanding. We use this ongoing. It's called continuous tense I N G. Because we're doing it now. We're experiencing it now. Instead of saying I didn't understand you, I'm having trouble some trouble understanding. I'm having a bit of trouble understanding. This makes it feel like it's a thing that's happening in the moment that we need to correct . Its makes it feel more immediate. Maybe mawr personal. Okay, now we could say a bit of trouble or we could say some trouble. Those air exactly the same. We use Thies too, for the same reason that we used quite before couldn't quite hear you. We really are using it to make what we're saying. Sound less direct. Okay, So a little bit less direct. I'm having a bit. I'm having some a bit of trouble understanding what you mean now, we could say a bit of trouble understanding you, and that could be like our previous examples because of some technical issue or whatever. But what you mean is perhaps when they haven't explained it clearly, if I try to say something and my thoughts are not well organized and I'm not able to express it, which is very common, then you might say this what you mean what you mean? Okay, that's different. That is suggesting to them that they haven't been clear. But hopefully saying it this way will not make them feel sort of upset. Like you're accusing them because you're very politely asking them to repeat. I'd appreciate if you could explain it again. I'd appreciate I'd appreciate if you could explain it again. We could use the same phrases that we talked about before. Would you mind repeating it? Please? Could you please repeat that? Could you please say that again? All of those phrases are fine. It's really this part. What you mean that's different here and using this as a way to make it sound less direct. 19. Part 5: "Is that about right?": Okay, so we've talked about how we can ask somebody to say something again. Now let's focus on how we can confirm information to make sure that we have understood something correctly. This is something you want to do regularly, even if you're pretty sure that you did understand, right? So I want to be clear that you can used these phrases, even if you're not asking them to repeat, even if it's 98% clear to you. It's still good to confirm that. You understand, to make sure, as I said, that you're on the same page the same page. All right, so let's talk about some ways that we can do that some common ways. Can I just We talked about this word, just It's a great little word to use in phrases like this as a way to make things sound more comfortable. Does it really have a strong meaning here? Kind of, but not really. It's not that important, because we could say, Can I confirm right? Adding just here gives it a different feeling. Remember, in this course, we're also talking about the feelings, the emotions that we create for the customer as a way to make them feel comfortable. Right? Okay, So can I just confirm You said that you want me to refund the charge? This part is very direct for this part. You don't want to use any indirect language because you want to avoid any confusion here. If you use too many words to express the thing that you understand to be the case, the thing that you understand to be what they want you to do, then they might understand. They might misunderstand that. If they misunderstand that, then look, it becomes a big mess. So you said That's all you say that you want me to. And then say the action. I would recommend using this as a formula. Whenever you want to repeat something, just say it like this. You said that you want me to. And then the action. It's very simple. Write that down and memorize it. Because it really is the simplest way to confirm an action that the customer wants you to take. Okay, then after it you say. Is that correct? Is that correct? All they have to do then is say yes. Yes, OK. They should say after this. Yep. Yes, Yeah, that's right. That's correct. Okay, this is probably the most basic and clearest way to confirm another really simple way to confirm details. To confirm an issue is to state that that's what you're going to do, right at the beginning. I just want to make sure I understand. Okay. It's a great phrase to use to let the customer know that you're ready to solve the issue. But before you do you want to make sure there's no misunderstanding? Okay. Make sure make sure this one suggests that you know for sure, but you want to be a responsible person and confirm, OK, the issue is that notice. We use the word that right before we say the issue right here, we're not saying the action that we're going to take. We're just confirming what the problem is. Okay, the issue is that you could take out that here, but I think that acts is a very good marker for where the issue is going to begin. In normal conversation, regular chatting with people we can say the issue is you weren't aware of the feet, right? Okay. But when we're on a call like this, when we're talking on the phone. More clarity is better. I suggest keeping that in as a marker. The more you make your expressions like little sections and you mark things clearly, this is the part where I say that I want to confirm this is the part where I say I'm about to say the issue. This is the part where I mark that I'm going to begin explaining your issue. The more you can do that, the lower the probability, the lower the chance of misunderstandings. The issue is that you weren't aware of the fee Aware of something means you. You didn't know about it? No, that's a K. Believe it or not, you didn't know about it. We often use aware of. I wasn't aware of that. Are you aware of this? Do you know about this? OK, you weren't aware of the fee, right? Very simple way to ask someone. If you have something correct, you make a statement, then you say right. All they need to do now is say right. It's very important here that your tone is correct. If you say right, that's confusing. You have to say right, because when you say right like that. Ah, and it goes up. What you're really saying is Is that right? Right. And then they can say right. Notice that my voice falls there or yes or Yep. Or correct. And you could also say Correct. Correct. It's a great way to ask questions using Onley your voice Ready? Right. Hungry? Okay, here's another variation. Another way to say what we just said. Let me repeat it back. Let me repeat it back to be sure. I'm clear. I could say to make sure I'm clear. Repeated back means you said it to me. Now I'm going to say it to you. Okay. Let me repeat it back. You could say allow me to repeat it back. It's a little formal. Might be too formal, but you can say it. Allow me to repeat it back. Let me repeat it back to be sure I'm clear sometimes. Weaken. Say, are you clear? Are we clear? Means do we understand each other? I don't think it fits this situation. I'm clear is okay, But are we clear? Maybe it's something between business partners. Anyway, you were charged this fee and didn't know that a credit card withdraw would have a fee. I'm summarizing. That's all I'm doing. All I'm doing is taking this five minute explanation of the issue. I understood it. I'm pretty sure maybe there were no issues with me understanding. I didn't need to ask for any repetition, but because the explanation was five minutes long, I want to give a quick summary of what I heard because that's a good way to then move on to the action. And to let the customer know I was listening carefully throughout. Actually giving that quick summary is a very comforting thing for them. It tells them, Oh, hey, they were really listening to me and they were able to understand everything that I said Now I feel comfortable knowing that whatever solution they give me will be a solution that fits my issue. Okay, if you don't do that, then they might feel Did they really understand my problem? There's nothing more frustrating than feeling like the person you're talking with doesn't really understand one more of these beginning with, So this one feels a little more casual, little more relaxed when we want to summarize something or confirm something we often begin with so you may notice at the end of some points that I make, I say so. And then I make a clear final point. Hopefully or I summarize something or I confirm something. OK, so you saw the fee and weren't sure why it was there. This one is very simple. This structure is very simple. So marks that I'm going to confirm something. We can use that in lots of different situations. When we're going to meet, a friend will say so Let's meet at seven o'clock downtown on Third Street, right? Okay, Great. So you saw the fee. Maybe on your phone. What's this fee? And you weren't sure why It was there. $20 fee for my withdraw with my credit card. What's this? I'm just summarising. Is that the situation? Now? This is just the same as saying. Is that correct? Correct, Right. These air, basically all the same, Just different ways to do it is that the situation sometimes will say, Is that about right? That's ok, too. There are lots of different ways we can do it. But anyway, so is a very comfortable, very simple way to confirm information 20. Part 5: Numbers and Names: So we've talked about how to ask the customer to repeat things that maybe we didn't hear correctly or didn't understand completely. We've also talked about how to confirm information to confirm details, using a couple of simple phrases. No, I want to just make sure we focus on basic information because sometimes the most difficult things to completely understand. The most common misunderstandings come from basic information, phone number, full name or perhaps email address things like that. So we want to generally always repeat back information to make sure that we didn't write it down incorrectly. Let's say we've asked for a phone number and we say, Could you please provide your phone number? Could you please give me your phone number? All right. It's 41975 to 738341975 to 7383 This is a tip for Americans when you're speaking with an American on the phone and you repeating a number back, never say double, never, never say triple, say each number in America. We do not say double eight triple for Don't do it because it will cause frustration, so always avoid using double triple if you have several numbers in a row that are the same . Okay, so just say each number one by one. Especially when you're talking with Americans on the phone. That's an American tip. Okay, so 41975 to 7383 That's what I hear. Okay, so let me just repeat that back to you. Let me just repeat that back to you. That means I'm now going to confirm it. I could say so Let me just confirm that number. It's 419 Let's say I say it's 419 seven, 52 7527382 So it's incorrect. Okay, then I say, Is that correct? Now it is not correct. So in this sort of situation as the customer, you want to make sure it's on Lee. This that you say, and that you focus on or stress with your voice the incorrect number not 738 to its 738 three. So we would stress two and then stress three. And you can do that again if you're repeating it back once more. Okay, so it's 75 to 7383 Is that correct? Yes, that's correct. Okay, I got it. So that's how you can confirm the number Whenever you need to correct something that you've got incorrect the first time you want to stress the incorrect digits and then stress the correct digit. And remember, don't use double or triple if there are several consecutive numbers in a row, which are the same. Similarly, with basic information, it can be difficult to correctly here. Letters in names or perhaps letters in email addresses. Sometimes letters in maybe user names. Okay, because if you're on the phone D and B sound very similar. M and N m n m n sound Very similar. So the very simple way to confirm this is to use as in as in. For example, M might be Mary M. As in Mary, you say each letter and then after each letter use, as in my name is pretty. But people often think that the spelling of my name is like this p r E t t. Why? Because pretty and pretty, pretty pretty sound very similar, right? So I always need to spell it. And when people are listening to me on the phone customer service people. They need to repeat it back to make sure they got it correct. Exactly. As with the phone number, we would say, OK, let me repeat that back to you. This is very simple. You don't really need to change that. Let me just confirm that it's P as in penguin, our as in Rhino I as in India D as in dog D as in dog. And why? As in yellow. So again, Generally, you want to choose fairly common words that most people know words that are quite distinct , that don't really sound like other common words. And in fact, there are some common lists of words that can be used. The military uses a specific set of words for each letter. You could learn that if you want, but a lot of people just choose common words, so I would recommend just choosing a unique, distinctive word that is, associate ID with each letter and just use, as in pretty simple, these sorts of basic ways to confirm our very simple. But they can avoid a lot of big problems. I'm sure, as you know, if basic information is incorrect, input incorrectly, then terrible things can happen in this course. We're learning a lot of phrases, and a lot of the phrases that we're learning can be changed and adjusted to work in all kinds of different situations. So, as usual, when you're reviewing this lesson, go back and try to write down the examples and then make your own examples that fit your own situation and the kind of cases that you may deal with in your job. This is a good way to really keep the phrases that we're learning in mind. If you practice a lot than when you need to use them, they will be there in your head. Good luck with that and I will see you in the next lesson. 21. Part 6: The Formula: in the last lesson. We talked about avoiding communication gaps just very important to make sure you're on the same page with the customer you're talking to or anyone else for that matter you're trying to communicate with. Clearly in this lesson, we're going to focus on maybe one of the main reasons that people take a course like this, which is dealing with customers who are upset and how we can communicate with those customers who are upset so that they feel better so that they perhaps calm down. We're going Teoh spend this lesson and actually the next couple lessons focusing on this because it is quite difficult. But we're going to go slowly. We're going to go through a few different steps and we're going to cover many phrases that can help us handle customers who may be frustrated. Customers who may get upset, get emotional and hopefully, by the end of this you will have a very, very clear understanding of how you can best communicate with those customers. So we're going to talk about first the meaning of empathy. I'm going to explain that then we're going to go over a simple formula. You can use when you're talking to someone who is upset that we're going to go over some very simple phrases, then we'll go into some more in depth expressions and look a full examples things we might say, too unhappy customers. This lesson will focus on empathy showing empathy not only about solving problems will talk about that later. In another lesson, how do we show empathy? Well, what is empathy? Empathy, very simply, is understanding how someone might feel If you show empathy to someone, you show them through your words or your actions that you understand their feeling that you can feel what they feel in a way that is empathy. That's the meaning of empathy. And it's very important because if you if you can feel empathy and show empathy, then you're able to make a real connection with people. And if someone is very upset and they see and believe that you are empathetic to them that you are feeling what they feel, then they might calm down more quickly. They might want to listen to you. They might relax a bit, and then you can move forward with solving their issue. Okay, so that's what we're going to focus on in this lesson, and that is what empathy means. Here's the case. You work for a bus company and a customer is furious. Furious means very angry, is furious because the bus they took went to the wrong city. Now put yourself in the situation or the position of that person. You really want to go somewhere, right? But the bus you get on which you paid for goes to the wrong place. How would you feel angry? Okay, so when you call, you're going to be upset. Probably people get upset for lots of different reasons. Sometimes people are upset for reasonable reasons. In this case, I think it's reasonable. If this bus company sent me to the wrong city, I'm going to be upset. Sometimes I might be angry because I don't really understand something lots of different possible reasons. Regardless, it's very important in general to try to really see things from their point of view. From the customer's point of view. Are they upset for the right reason? If you resent them and think to yourself of this person is stupid for being angry, they're shouting at me. Try to remember that it's generally not personal. They're generally not angry with you. They're generally angry about the situation. They might be generally angry with your whole company, but they're probably not angry at specifically you. So that's important to keep in mind. It's important to keep in mind that they probably aren't angry with you. They're probably not angry with you personally. And if you keep that in mind, hopefully that will help keep you calm and allow you to be patient so that you can better help them and keep them calm and try to see it their way. That means if you were in their position, how would you feel? Another way we can say this is Put yourself in their shoes. This is a common expression we use in English to to say, See how other people feel and ask yourself if you might feel the same way. If you were them put, put yourself in their shoes. If I were in your shoes, if I were in your shoes, I might feel that way to think that's important. Generally in customer service and in life. If you're able to put yourself in the shoes of another person, then when you maybe have a conflict that you need to resolve, or a disagreement or whatever, you're able to look at it in a different way, which might help you again to stay calm and resolve whatever issue you might be having as quickly as possible. So those are the things that air, I think, important to keep in mind when you're dealing with people who are emotional. Those are the things that can help you not get emotional before we really get started with the expressions that we're going to learn in this lesson, I'd like to look at a formula, a structure that you can go through any time you are going to show sympathy or empathy with with someone who's upset OK, especially in in this sort of customer service situation. You work for the bus company and you're dealing with someone who is not happy at all. Well, first, avoid excuses, so don't assume that they're wrong and you're right, obviously. But more importantly, don't start giving reasons right away. Don't start explaining and explaining and explaining what happened right away. That sounds like an excuse. When people hear excuses, they tend to get more upset so avoid saying, Oh, it was because of this where this happened. Because of that, if it sounds like an excuse or a way to try to avoid responsibility as a company, generally speaking, the customer will get more upset. Now there are some cases where you can explain what went wrong, what happened. Sure, we'll talk about that in in a future lesson, but in this case, in this case, we want to generally avoid excuses. So the first step in the formula is what not to do. Okay, so then the next. The next part of it is to acknowledge, acknowledge there, frustration and apologize. That means you need to say something that lets them know that you know that they're unhappy . You're not really showing empathy yet. You're just acknowledging it. It's like saying, Yeah, this is there. Okay, Don't don't show them that you're trying to avoid realizing that they're unhappy. Frustration means unhappiness, anger and make a statement of apology. So do you need to apologize personally? Well, no. But sometimes we use apologies as a way to show a little bit of empathy to show that we feel bad that they're having a bad feeling. But if somebody passes away or dies, we say, I'm so sorry to hear that. I'm so sorry to hear that your great grandmother passed away. I didn't I didn't kill your great grandmother. I'm sorry that you feel bad. So sorry is not only for when we did something wrong, OK, so first acknowledge, then generally speaking, give some kind of apology. A simple apology is fine, and we'll talk about how to do that. Okay. Next you want to add add something to show empathy Here, make a promise to help. That's the word promise. That's an s there, it's and I make a promise to help. Okay? So first we want to avoid making excuses from the beginning. Then we want to acknowledge that they are unhappy that they're angry. Then we want to generally make an apology of some kind on behalf of the company, then add something to show empathy and then maybe show that we're going to take action. We're not actually going to talk about resolving issues for angry customers. In this lesson, we're going to be focusing on that in a future in the future lesson. But we can at least commit or promise to help. So this is a general formula that you can follow when someone expresses an issue that they've had and shows that there quite upset, quite frustrated. 22. Part 6: Showing Empathy: So let's now just look at some very simple expressions that we can use very simple expressions to either show empathy or apologize. Okay, let's go through these. The expressions are blended together apology and empathy statements because they're very similar, and you can often use them interchangeably. Okay, so I get it now. This one is quite minor. If it's a very small thing, I get it. I get it, I get it. And they're complaining about an issue that maybe happens very frequently. You could say I get it as a way to say Maybe you've heard the issue many times before or you've had it yourself and you can empathize with it, but it's usually small. Should we use this for the bus company situation? We represent the bus company. They've been taken to the wrong city. This one is probably not appropriate. It's not strong enough. This one is for pretty minor or small things. Okay, that is really unacceptable. Unacceptable on our part. That means we have done something that seems to be really, really bad. We've taken you to the wrong city on your bus. That's really not good. So we can just directly describe what kind of thing that is, that's that's unacceptable. This is one way to recognize this person's problem and acknowledge that it is a very serious problem. Okay, that is really unacceptable. We could also add other words instead of really we could say totally, absolutely. Can't spell out the whole word absolutely, completely unacceptable. Your right to be upset, your right to be upset. Now, this one again is a way to acknowledge that the person is upset, but also to not fault them for it to basically say I think it's very reasonable that you're upset. It's a way to say that perhaps if you were in their shoes, you might feel the same way. Okay, I'm very sorry to hear that. This is the one I mentioned before. If maybe someone you know has a loved one that passes away, you might say I'm very sorry to hear that. If somebody tells you that their bus took them to the wrong city, it's OK to say Wow, I'm really sorry to hear that. We might also say I'm sorry that happened. Or we could say I'm sorry you had such a bad experience. Okay, We could say I'm very sorry that I'm very sorry that you had such, Ah, bad, such a bad experience that would be totally okay to. That's a very natural one. This one, it's really too bad in many cases is also quite minor, Not for a big deal. I know really makes it sound like it is. But if we say Oh, that's too bad, that's too bad. It's It's for small things. If you said it with the right tone of voice, then I think it would work. For example, you took me to the wrong city. I ended up in that city. I was supposed to be in this city. Well, that's really That's really too bad. Let's figure out what happened. Okay? So if you showed that in your voice that you were really concerned that you acknowledged their frustration and ah, you want to show empathy and resolve the issue as quickly as possible, you can use this one too. But I think these are a little bit better. My opinion. Okay, that must be so frustrating. That must be so frustrating. This one is a very common expression. When you hear something like this and you want to empathize. You can say that must be so frustrating, so frustrating. Then they might say, Yeah, it is. Then you can tell them that you're ready to help them resolve the issue. But before you do that, you acknowledge and show empathy. That must be so frustrating. Let's look at just a few mawr. Simple expressions. Before we get into the more detailed expressions of empathy that we can use, I want to be clear that you can mix and match the expressions according to your need. You might fit together a statement to apologize or an expression to apologize with another one that shows empathy. You may say something to acknowledge someone's issue and then follow that by an apology so you can really mix them up. The formula I mentioned is, I think, a good guideline for things to include. But they definitely don't have to be in that order, and you can certainly take things out or put them in as you need. OK, so some or expressions to show empathy here? I can certainly understand. I can certainly understand. This doesn't mean that you understand what they said. This means that you understand the frustration they're feeling. That's what this means. Okay. If somebody tells you about something terrible that happened, you can say I can certainly understand. Now you have to be careful with this. With the tone of your voice, you have to be careful that the tone of your voice is genuine, genuine, genuine. Now, I think this really separates customer service people in general, people who have a very genuine tone. Overy, Riel tone. You feel like you're talking to a real person. People who have that are usually very good at doing what they dio. People who sound kind of fake like they're forcing it, maybe struggle a little bit to make the customer trust them and feel like they really empathize. Okay, so if you say this one with a very genuine tone, I think it works. However, if you feel like you're not sure how to have a genuine tone or you're not sure whether or not you do, then maybe it would be better to use the 2nd 1 I think I know how you feel. I think I know how you feel. The reason that this one is better is because if you say I can certainly understand. It sort of assumes that you really do understand their anger when in fact you probably don't. Because maybe you haven't had the same experience, and they might feel as though you're just trying to get them to stop complaining. So this one might might. You don't say it correctly, backfire. That means it might have the opposite effect if you don't say it with the right genuine sound. But this one, I think I know how you feel. I think I can understand how you're feeling. This is pretty much the same thing you are feeling is because it's happening right now. I think I know how you feel. I think I can understand how you're feeling. Both of these are okay, that's a completely reasonable. That's completely reasonable. This one is kind of acknowledging kind of showing empathy. It's like saying what you're feeling is the right feeling, and anybody who is in this situation would have the same feeling I think I would feel and I like this one best. I would feel the same way. I would feel the same way in your shoes. I would feel the same way in your place for this one, I would feel the same way. Would is very useful because it's a hypothetical. It's not Riel. This hasn't happened to me. I haven't had this terrible thing happened to me before. But if it were toe happen to me, I would feel the same as you. I would feel upset. OK, I would feel the same way in your shoes. Remember, we talked about being in someone else's shoes. We can also say place. Personally. I think this is the best simple expression for showing empathy. 23. Part 6: Full Examples: So we've looked at the basic formula we can use to show empathy and acknowledge that customers frustration because they were sent to the wrong city. We also looked at some basic expressions we can use to apologize, to acknowledge and to show empathy. Now we're going to look at some full examples. I'm gonna put all those pieces together. We're going to do Ah, few different variations of this. And again, I want to mention that you can sort of mix these up according to your need. So let's read through. This one will talk about the different pieces and then I'll explain how else we can use the expressions. I completely understand how frustrating that must be. And I apologize that this happened. I think I would feel the same way if I were you. Okay, Now this one has the acknowledgment at the beginning. Then it has the apology, and it has, at the end a statement of empathy. Now, this 1st 1 kind of shows empathy to I completely understand how frustrating that must be. OK, so this one's actually actually quite good. It has all those pieces. Notice this one. I think I would feel the same way if I were you, is a little different from the shoes, one that we talked about a moment ago, right? If I were in your shoes, basically, though it's the same. It's the same expression, so it doesn't matter. I just want to show you another way that you can say that you can substitute things in here instead of saying that must be and I apologize. You can say I completely understand how you feel and I'm really sorry that this happened. You could say I completely understand how you feel and I'm sorry this happened. If I were you, if I were in your shoes, I would feel the same way. Let's move on and talk about another full example. After the customer finishes explaining the problem, we can just say I see. I see. We don't have to say that, but we can. Then listen. This is a way to say that I'm going to be very honest with you. I'm going to really empathize with you. If you want to leave that part out, that's totally fine. Some people can say that in sound natural and some can't. I see. Listen, I'm really Sorry. So that sounds fairly natural, right? But you could leave it out as well. I'm really sorry this happened. And let me just say I'm bringing in just again. Just is very common. Let me just say that I can totally sympathize. I can totally sympathize. Remember, we have to be careful about this kind of expression. But in this example, we can say why we sympathize the next one. I've had similar experiences and it can be infuriating. That means it can make you very angry. This kind of thing has happened to me before. I've had similar experiences. Okay. So sometimes when you say this one to sympathize or to say you know how someone feels you can use this expression. I can sympathize. It may be a good idea. It may be a good idea to mention that you've had a similar experience. You don't have to go into detail usually. Maybe it's best if you don't. But at least saying that you have had the experience can be a good way to show show empathy . Okay. I'll do everything I can to fix this. I'll do everything I can to resolve this for you. I'll do everything I can to help you get This is ah way that we can make a commitment, make a promise to help. Once we've acknowledged and made an apology and said that we feel the same way where we've had similar experiences, then we can say make a commitment to to say that we're going to fix whatever problem it may be and to find some solutions. What's the difference between sympathize, by the way and empathize? Sympathy is usually a statement. Empathy is more of a feeling. Sympathy is usually an action. They can be similar but showing sympathy I can sympathize. Showing sympathy shows someone that you're sorry. Empathy really is just understanding how somebody feels. Okay, so you show sympathy to people who are having a bad time. You show them sympathy or you sympathize? Could you say empathize? I can totally empathize. Yeah, that would be OK to you can absolutely use empathize as well. Well, sir Well, miss, this is a very common in natural way to begin something like this. Okay, Mrs. Better than man. Probably better than Miss Miss. And you here. A lady on the phone. Generally you can use Miss Well, sir. Miss, let me first apologize. And you could add just here if you want to let me first just put it right there. Just right there. Let me first just apologize on behalf of the company on behalf off the company. What does that mean? That means that I'm telling you this is not me. Obviously, Who caused this problem? I wasn't the driver of the bus, but I am as a representative of the company, letting you know that the company is sorry. And this is a very common thing to say is a very common thing to hear. Let me just apologize on behalf of the company. Or I would like to first apologize on behalf of the company. I think I know how you feel, and this is really unacceptable. So we've shown there that we are empathetic. I think I know how you feel. And this is unacceptable. That part acknowledges the frustration. Okay, I'm going to do everything I can to help you. I'm going to help you resolve this. Whatever you need to say after that, then. Okay, so this is very similar, but we can use well here, and we can say, sir or miss. If you have their name, that would be okay if you know their name. But sir and Miss is is also generally fine. When you hear bad news, you can often say it's a shame. It's really a shame, similar to our expression. Too bad that we learned earlier. It's really a shame that you had to go through that. It's really a shame that you had to go through that ordeal. So an ordeal, an ordeal is a bad experience that you may have to go through. Something is usually a way to express something bad, so you don't have to add the word or deal here, but you can to emphasize it. But if we say here go through that, it really suggests a negative. I've been through so many things in my life. Sometimes people say that. Does that mean I've been through many happy experiences Generally, what it means is you've struggled a lot. You've had a lot of struggle. I've been through a lot in my life. It's going to be some negative things, and maybe those things made you stronger. But still, those things are probably negative. Things struggle basically I know how frustrating it can be to have travel plans disrupted. This one is really good because you're specifically saying what the issue is and sympathizing at the same time. If you just say I know how you feel, I think I know how you feel. I think I can sympathize. I would feel the same way in your shoes, those air, very general expressions that we can use to to show empathy or to express sympathy. Right. This one is specific. So you can use this as a basic structure. I know how frustrating, infuriating, whatever. I know how frustrating it can be to then we say the negative thing that happened, we summarize it kind of to have travel plans disrupted. We make this a little more general because actually that's what really happened. It wasn't really that the bus went to the wrong city. That wasn't the point. That wasn't the thing that made this person angry as a way to show that we really understand the issue that we really, really get, why they're upset. We can give a kind of summary or overview of the rial frustration, which is not that the bus went to the wrong city. It's that the travel plans were disrupted. Why are they upset about going to the wrong city? Well, because they had plans in the place where they wanted to go. They don't have any plans in the place that they accidentally ended up. That's why they're upset. But maybe they didn't even say that. But because you really deeply understand their issue, you can say this to show that very useful. I know how frustrating it can be to have travel plans disrupted. Okay, it's a higher level, sort of a higher level expression, and you want to generally not just repeat what they said. You want to make that that that kind of summer. You want to make an expression that shows that you understand the deeper reason for their frustration. That's, I think, very important. OK, I'm going to do everything I can to help you. I'm not really focusing on these end expressions here because we are going to focus on that in the future lesson. We're going to learn Mawr expressions for how to say that we're going to take action, so we're not really going to focus on that, But I hope this is clear. This one is really useful, Very useful way Very useful way to show. You understand how someone feels and saying that something is a shame or too bad is kind of like an acknowledgement and an apology mixed together. The last example I want to look at in this lesson is similar to the one we did before where we made a quick, summary kind of an analysis of the rial reason why the customer is angry. You're absolutely right to be upset. Acknowledgement. Okay, you had your whole trip disrupted or you had all your trip plans ruined. You're showing that you deeply understand why they're angry. Even if they didn't say exactly that, that is the deeper reason, right? Because the bus went to the wrong city that would make anyone feel the same way that would make anyone feel the same way. This is a really interesting way to show that their emotion is totally reasonable. If I were to be taken to the wrong city, if anyone would have been taken to the wrong city, anyone would be upset, including me, including you. So it's a great way to It's a great way to sympathize. It's a great way to show that you understand it's a great way to help them feel like Hey, hey, it's not just you. You're not crazy to be angry. I would be angry too. It's a great expression. I think it's a really good way. If we want to put other things in here, we certainly can do. We need? Absolutely. You're absolutely right. No, you could say you're totally right. We could say nothing there. We could say you are right. Sometimes that sort of short expression can be very clear. Your right to be upset. You're correct to be upset. Okay? You're justified in being upset. Maybe. Maybe. Okay. You had your whole trip disrupted. You had your travel plans ruined. Have your travel plans ruined. You could express this in lots of different ways. You have to be a bit creative to do this part well, and you really do have to deeply understand. So in the lesson where we talked about the unexpected fee than we might say. Listen, I think it's very reasonable that you're upset when finances seem unstable and uncertain. It can be very scary. She didn't tell me that she actually felt that way. But I know that's the deeper reason, because I really understand what's going on right if you want to, instead of saying the same way you could substitute in. Or put in another phrase of frustration. Anyone would feel frustrated. Anyone would feel angry. Anyone would feel furious. Whatever you want to say, Um, that helps to sort of reiterate your empathy. Reiterate means to focus on ITM or and make sure that it's very clear. Sometimes you need to say things again to make sure they're clear. You reiterate certain points reiterate. All right, so that's it for this lesson. In order to remember the expressions that we learned again, it's important to take notes and then, very importantly, try to fit the expressions we talked about into your own situations into examples that you make that fit the kind of situations you need to deal with in your own job mix and match. See if you can substitute in expressions within other examples that I gave so that you can get a deeper understanding of the things that we talked about in this lesson. I know I say this after every lesson almost, but it is very important. It is the way to get it deeply inside your head, and I will continue to mention it. All right, see you in the next lesson. 24. Part 6: More Empathy Phrases: in the last lesson, we talked about how we can show empathy to an angry customer, something that you may come across very often when you deal with customers who have issues well. In the next lesson, we're going to be talking about how we can give solutions and we'll go over lots of examples. But one thing I want to do in this very short, middle lesson is give you a fume or expressions that might be useful in similar situations that you can use to show empathy. Basically. So I want to just give you ah, fume or useful expressions, and I want to just go through them very quickly, one by one, very quickly. So let's call this a speed round. Empathy, phrases speed, round speed round means we're going to go very fast. All right. Thank you for your patience. This is very general. When someone is waiting for something, we want to say generally thank you for your patience or, for example, the customer has called three or four times. They're getting very upset with each call. Thank you for your patience. Another way to say this is I really appreciate you being so patient it's exactly the same, meaning this one. I think it's just a bit mawr, a bit more casual. This one is a bit more casual, more relaxed, and this one is a bit more bit more formal. But the meaning the function is the same can be used on the phone can be used face to face , whatever the situation. All right, by the way, Patient isn't adjective. Patience is a noun. Just so you know, I agree with you 100%. I agree with you 100%. Sometimes the customer may ask you, Can you believe that this happened or isn't that ridiculous? Isn't that ridiculous? Yes, I agree with you 100%. So if someone is upset with me and they asked me a question to ask whether or not I sympathize with them Whether or not I have empathy, I might say, Yeah, I agree 100%. That is a way to say I feel the same way right in your shoes, in your shoes. I might feel the same way. I agree. 100%. Another way to say this very simply, is absolutely. Could we just say I agree with you? And that's it. Yeah, you could. But 100% makes it sound mawr strong, right? It's a way to say you're absolutely right. Remember, we learned you're absolutely right to feel this way. Okay? Yes, that is completely understandable. Completely understandable. If you've called five times and you still haven't resolved the issue, you still haven't got your ticket reimbursed, which is what you really want. You want your ticket to be reimbursed. That means you want it to be paid for. And you've called five times. It hasn't happened yet. Then you ask me, does that make sense to you? Isn't that ridiculous? You're very upset. Yeah, it's completely understandable or I'm really upset on furious. Hey, that is completely understandable. And here we might say, Maybe I get it. I get it. Remember, we learned that expression before. You've got a point. You've got a point. Now this one is a little bit different than that is completely understandable. That's when maybe we disagree on something and you say something and I'm going to give up something that maybe I said before Or maybe I didn't notice something before. So the customer says you guys sent me another ticket. The customer who was sent to the wrong city. I don't want another ticket. I don't want to go anywhere. I want to be reimbursed. Then I say You've got a point. You've absolutely got a point. Is it reasonable to give somebody another ticket when they don't really want to go anywhere ? It's not very valuable. Even if we say we'll give you Ah, free ticket for your next trip. That could be in a year or two, right? So I might say, Well, you've got a point. The thing that you said is reasonable, reasonable or maybe, yeah, I didn't really think about it that way before. Okay, we'll talk more about that kind of situation in a future lesson. We're going to spend some real time on dealing with unhappy customers. I think it's a very important thing to focus on in this In this course, you're exactly right. This is very simple. It can be used throughout any conversation. When you're dealing with someone who is quite upset, right and they feel a certain way saying you're absolutely right, you're absolutely right. Multiple times is a way to say I'm not disagreeing with you I'm not contradicting you. I'm not telling you you're wrong. Because sometimes if somebody is very frustrated and they're telling you they're issue on the phone, maybe they talk for 10 minutes after they finish, they might feel better. But along the way to let them know that you're listening that you empathize without saying too much, you might say you're absolutely right. Yes, you're absolutely right. Well, you've got a point there. You've got a point. Sometimes we say you've got a point there. OK, so this one can be a good a good way to sort of throw something in when the other person, the angry customer, is talking a lot and hopefully after 10 minutes they will get it out of pair system. What does that mean? That means after faith shouted or said something in an angry way, they might start to calm down. They might. They might feel better a little bit. Then we can use some of the other expressions that we've learned to show empathy. Thank you for taking the time to call. This one is useful at the beginning or the end of the explanation of the issue, or sometimes at the very end of the call. Thank you for taking the time to call. We can hear that. Maybe they're upset. So we want to thank them right at the beginning to let them know that we're going to be respectful and listen carefully and try to help them with their issue and then say, Could you tell me a little bit more about your issue? We learned that earlier in the course, or after they've explained it, we might say, Well, thank you for taking the time to call. And I completely understand how you feel or one of the other expressions that we've that we've learned to show to show empathy or the very end of the phone call. Thank you for taking the time to call. And I'm glad I was able to help you resolve this issue. Have a great day. So this can be used in several different places throughout the call. You may only use it once, but you can use it at these points. Okay. I'm glad you I'm glad you reached out to us. I'm glad you reached out to us. To reach out to someone is to call to send an email It's a very general expression that we use to mean to communicate with someone proactively, right. But it doesn't have to be a call again. It could be an email. Could be a message. We could say Thank you for reaching out and again, you could use this one very similar to this. I'm glad you reached out to us to tell us the issue, and I'm glad we were able to resolve it for you. Thank you for reaching out to us, so it's actually very, very similar to this one. All right, so these air the other expressions, which can helpless show empathy which can be used in lots and lots of other different situations. When you're dealing with an angry customer, I hope that you find them useful, and I will see you in the next lesson. 25. Part 6: Solutions: Reassuring: in the last few lessons of this course. We've worked on things we can say when we're dealing with difficult customers who may be angry. We're going to continue that in this lesson. But in this lesson, we're going to be focusing on solutions. That means what we can actually do to solve ah customers problem, especially when they're a little angry when they're a little upset. OK, so we're going to use the same case that we used before because I want to make it feel like one coherent piece. I've used a different, a different picture, but same case, the bus company. Let me just remind you what the case is that we're going to be talking about. Then we'll do a quick overview and then we'll get into the phrases we're going to talk about. You work for a bus company and a customer is furious, angry, This one. This face Well, this is a little a little angry, furious because the bus they took went to the wrong city. Okay, so they customer feels upset whenever I say they in this course I'm talking about probably the customer. Okay, now we're going to we're going to very quickly Talk about how to reassure. We're gonna talk about reassuring. We're gonna go over some simple phrases we can use. We've mentioned a couple before and how we can begin to say the solution to the problem. Then we're going to talk about some longer examples. We're going to do some some longer examples where we actually lay out a solution. And of course, we'll focus on all of the different words and phrases that will need as we go along. We'll also talk about maybe how we can use those words and phrases in other cases as well in other situations as well. So let's get started. So after we show the customer that we understand their issue that we empathize with them, we might want to show them that we're ready to take action. And I'm going to call that reassuring. It means you're going to say that you're actually going to do something in order to resolve the issue, and then we can focus on expressing actually how we're going to help them. So first, let's let's just learn a few simple expressions that are very common. The 1st 1 is, I think, really common in situations where you're dealing with an angry customer, I'm going to help you resolve this. Now you could say this issue this problem. You could add something about time here. You could say as quickly as I can. You could say as quickly as possible. You could say immediately, That's very similar immediately. I'm going to help you resolve this immediately. Or you could, if you want to add something like Don't worry, but which feels better to you. My opinion is to focus on time to focus on efficiency and maybe focus less on something like that because we've already expressed empathy. Think it's better to focus on the idea of doing something quickly? So this is This is a very simple one, and it can be. It can be adjusted. It can be changed according to the situation, and according to the feeling that you want to give to the customer at first, this next one might look kind of the same. I'm going to help you resolve this. This is certainly something I can help you with, but actually it does create a different impression, and this one in some ways might be better. This one focuses on your action. This one focuses on certainty. What that means is, if you say this one, the customer is going to feel like, Oh, that means that you know exactly what steps to take already, and it's really just a matter of taking those steps, and then it will be done. It will be resolved, so it makes me feel like you've seen the issue before. Customer service person. I'm glad to hear that. At least there's no mystery. Okay, if it's a mystery and you're not sure how to resolve it, and you have to talk to many people than the customers going to constantly feel worried, stressed, will my issue get resolved? Will it not? So this one might really help their state of mind. And and to really put them at ease, put them at ease. This one something I can help you with focuses on you being able to take the action instead of needing to talk to many other people, maybe your manager or your supervisor, or getting approval from somewhere else, or maybe calling back the next day. This one feels like something you would say before you immediately offer Ah solution. and say something like, I'm able to fully refund your tickets and we're going to offer you, Ah, 20% discount on your next trip, Something like that. It's an immediate solution. This is very comforting, Okay? And I think it's better than this one. This one focuses on I'm going to. It focuses just on the action, and I think this is better for the customers. State of mind. The next one is very similar to the 1st 1 that we did. Don't worry, you can use that. Don't worry. I'm going to do everything I can to help. We could then add something after this to help get this sorted, for example, resolved. That's fine. You can add that if you want. You don't have to. Again. This one focuses more on your willingness to help that you're going to do what you can. It focuses on you and your action and is good is fine. But I think it is a little bit different than the one we previously did. We just talked about The difference with this one compared to the last one we did is that maybe the process here is going to be very complicated, and sometimes it is. Sometimes you need to get approval for something. Sometimes you need to talk to your supervisor and their manager, and it needs to go up the chain. Some issues are very difficulty. This would be a good one to comfort somebody when the process of resolving the issue may be a little more complicated. When there are more factors, factors are different things that can change the end result. So when there are more factors, this is a good one. You may have to talk with a supervisor. You may have to talk with the manager. You may need to check their their trip details, and if it's this, then this is the solution. If it's that, then that is the solution and it's not clear to you immediately what the end result will be said. That's when you might say this one. Sometimes you want to emphasize the customers value and let them know that their concern is not something that you want to ignore but that it's something that you really do want to fix. This one is kind of on the line between showing empathy and also reassuring the customer that you're going to take action so we could say we really value your business now. This is this is fairly common, but it kind of depends on the case for the bus company one definitely, because they may buy tickets from this company in the future. And we want to make sure that they know that their business is important to us and that if they have a bad experience, that is bad for us in many different ways, of course. And we want to let them know that we want them to be happy. Okay, we could add something like that. I'll talk about it in a moment. We really value your business. This is quite formal, by the way. It's pretty formal and want to make sure we solve this in a timely way. Sometimes we we can say in a timely manner. Sometimes people even say fashion in a timely fashion. I know it sounds weird. I wouldn't recommend using that one necessarily. You could say on want to make sure we solve this very quickly. Sometimes it's a good idea to really make it feel like you and the customer are in it together. You're really they're fighting for the right solution. And so this one is a good way to create that feeling. Now let's see. Let's see what we can do to resolve this. Let's see using Let's do this. Let's do that. We can do this. We will need to instead of you will need to Okay, we should instead of you should. When we were talking about the scanner before the issue with the scanner customer was having trouble setting it up. We need to click on this. We need to click on it. Are we clicking on anything? No, but it creates that feeling. It's quite subtle, in fact, and that, if you use it correctly, creates trust, which can really help the angry customer calm down. It kind of makes it feel like the frustration is maybe distributed between you now because you're in it together. Let's and we let's and we Let's do an action. We need to Let's do this. We need to do that. Now. Let's say that it's a really small thing in this case. Maybe the customer said that they paid $40 for the ticket, but I see that they paid $38 for the ticket. There's a disagreement. So if I'm going to refund, refund the ticket, I probably should refund 38. But they're saying they paid 40 now. There could be a mistake, something like that. So this isn't the the main problem. Maybe we've already talked about the main problem. We're going to give them a refund. But now we're looking at some of the more detailed issues. And so when you're dealing with things that are a little more detailed and you're you're looking at, what solutions, you might have to let them know that you're working on it. You're thinking about it. You're focused on it and say, Let me see, Let me see what I can do here. And that often is phrased so that it sounds like your kind of thinking and working at the same time. Let me see what I can do here, and that can work in lots of different situations when you're actively trying to resolve usually a smaller issue. This is a great phrase. Now, can you say this for the main issue after they've complained for 10 minutes? Can you say Let me see what I can do? But it just seems, like not enough. It seems like you're really not deeply concerned with their issue, and you want to just fix it as quickly as possible. So my recommendation for this one is when you're talking about the smaller details, let me see what I can do here. Okay, so it looks like the $2 was, ah fee for luggage luggage that I didn't notice before. All right, so I've added that fee, so I will refund you the $40 that that you paid for your ticket. Okay. Okay. So we've resolved the issue. So this is part of part of the solution. We're getting closer to the solution. Finally, for these phrases we can use to reassure an angry customer, we may not be able to resolve it. And we may know it right away, or we may be pretty sure that we won't be able to resolve it. We may have to escalate the issue. That means maybe pass it off to someone else. We'll talk more about how to do that in the future lesson. So don't worry. But sometimes we're pretty sure we won't be able to handle it immediately. First, I'll definitely do what I can. That means I'm going to use all of my power, all of my capacity to resolve it. But you want to prepare the customer for the possibility that that's not going to happen. Especially if you think it's not going to happen. Then you use. But I'll definitely do everything I can. I'll definitely do what I can. I'll definitely do everything in my power, everything in my power. Or you can say also within my power. You can say other words here. Of course, you can always substitute in different words. Absolutely, Certainly. Okay. I'll definitely do what I can, but I may need I make possibility I may need to escalate the issue to a specialist. Okay, so you bring up this possibility because you don't want to shock the customer when you say All right? I'm not sure what I can do here. I'm going to have to escalate this issue to a specialist. Sure. You know what a specialist is there? Someone who deal with specific issues, right? A person who may actually deal with how to do refunds for people who paid in cash at the bus station. Right? There are all kinds of different specialists. But we say this may here because we want to prepare their mind, their emotions, for the possibility of not having immediate success in resolving the issue. And sometimes that can be a really important thing to do, because if things happened too suddenly they have their expectations up there expecting you to immediately process a refund. However, it's more complicated than that, saying this one reassurance plus a negative possibility that may lead to future steps. You can substitute all other types of possibilities in here that might not result in solving the issue immediately. This escalate. The issue is just one possibility, but again, for most of the expressions that we learn, they can fit all kinds of different situations. So you have to be able to identify which things that you can put in or substitute here to use. In your case. 26. Part 6: Solutions: Expressing Solutions: We've talked about simple phrases that we can use to reassure the upset customer right so that we can let them know that we're going to take action. Now. Let's actually talk about the solutions. Let's talk about what solutions we have to offer this upset customer, the one who has been re routed to the wrong city, taking a bus to the wrong city. And it's our fault. It's the bus company's fault. Maybe the driver, whatever. We won't focus on those details at the moment, so we need to actually give the solution. And I want to tell you about some different ways that you can do that some different phrases that we can use to lay out the solution or provide the answer to the problem. Now, okay, is a great way to begin any solution or Okay, so this is a very American thing. I should be clear. Okay, so then you say what I can do is so here we go. This is the structure you can take out this and this. If you want. What I can do is, but this makes it feel very friendly. Okay, so and it's a way to mark the beginning in a very, very friendly way. Hey, this is sort of modern American English, and you could replace so with. Okay, sir. Okay, miss. Or maybe they were on hold. And you are off of hold now. And you say, Are you still there, miss? Yes, I'm still here. Okay, So what I can do is this is a pretty simple structure for giving the actual solution. Okay, So what I can do is book a ticket from where you are now. I could also say your current location. Same thing. Your current location book means to book means to reserve. Okay. So to give you a ticket to provide a ticket, I could say give you provide those air. Okay. What I can do is give you a ticket, provide a ticket, book a ticket from your current location or where you are now to your final destination. Final destination. Sometimes we say final destination, even though destination usually means the final thing just to be extra clear. And then we will reimburse you for your original a ticket. What's the difference between refund and reimburse? Well, refund is when somebody doesn't like a product that they bought or a service and you give them their money back reimburses when they maybe have used it. They've taken the bus and then you pay for what they paid for or you pay them the amount they paid. In this case, it's used in pretty much the same way. So we could say reimbursed or refund. OK, And we will refund you for your original ticket. Does that work? Does that work? Now we ask, Does that work? As if to say, Is this an okay solution for you? Is this something that you're happy with? Are you happy with this solution or are you okay with that? Are you okay with that? Sometimes we might say would would that be okay with that work for you? These are all fine. I think the point here is this is a very friendly beginning. This is a very simple way to introduce the solution. Now, here's another way that we might introduce a possible solution or lay out a solution. If it's okay with you, I will go ahead and then you say the action. Pretty simple. If it's okay with you, I will go ahead and after and you say the verb, the action you're going to take. And this is a structure that you can use in every case, pretty much that you need to provide a solution and then you need to explain the solution to the customer. We say if it's OK with you, because if it's not OK with the customer, it sort of means we're giving them a little space to say it's not OK if it's OK with you, suggests that if it isn't they will say something, all right, They should say, Wait, wait, wait, No, that's not okay if it isn't and because we say this were sort of leaving room for that, if that makes sense, so if it's okay with you, I will. If we just say I am going to, I will refund this. I will do that. Sometimes it sounds a little strong, and perhaps in some cases it's not the solution that the customer is looking for. Maybe it's not enough. So this is a really, really important part, actually, very important. Then we say beginning with the action, what we're going to do, and it's the same as what I said. In the previous example, refund your original ticket amount. I've replaced reimbursed with refund. OK, whatever. I've added amount here. That means the amount of money in this case, I could say $40 is what I said. Write your original ticket amount of $40. If I want to say that, I'll say of $40. So I'll say that again. I'll go ahead. Go ahead and refund your original ticket amount off $40 which will show up on the card you used in 3 to 5 days or on the card you used to purchase your tickets in 3 to 5 days. You can add that in there, too. Purchase your tickets in 3 to 5 days. That means it's not going to be there immediately. You won't see the money. Come back to your credit card card. Here means credit card or debit card. Maybe I don't know if it was a credit card or a debit card. Maybe I don't know. So I just say card here and that is OK now why do we say I will go ahead? I will go ahead. Well, if you say go ahead, it means to move forward and I'm not exactly sure why. That's the common phrase, but it is a way to make whatever you're saying sound a little more casual, a little less direct, and it sounds pretty friendly. So it's a pretty common phrase in this sort of this sort of situation. I'm going to go ahead and do this, especially for customer service people. It's not something people use as often in daily daily, uh, daily life, daily conversation, which will show up on the car you used in 3 to 53 to five days. Then I will help you book a new ticket to your destination. And you could also add Is that okay? Does that work for you? Is that all right? Or you could say, How does that sound? How does that sound? I don't really have the room to write it down here, but that one is pretty frequent, too. How does that sound? If you invite a friend to do something, you suggest a place at a time. Then you say, How does that sound? Your friend might say, Yeah, sounds great, or I don't really want to. I don't really want to today, Okay, so that's a pretty common way to say this notice for both the beginning and the end of this one. We are getting the customer to buy off on what we're suggesting. We don't want to steamroll them. That means just roll over them with the solution and give them no way to say Wait, wait, no, that's not what I want. We can't do that. We have to leave room here. We've done it at the beginning and at the end by saying, If it's OK with you, if it's all right with you and then at the end, like we did in the previous example saying something like, Would that be okay or is that OK? Where does that work for you? We leave plenty of room. We confirm and confirm and confirm because we want to make sure that the customer doesn't feel like they're being slapped in the face with the solution. They should be handed the solution gently so that they can then choose to grab it off your hand. Oh, yes, that is what I want. Thank you. If you shove it down their throat, they might not leave happier. People are kind of interesting that way. People need to feel like they have a choice 27. Part 6: Solutions: Detailed Solutions: all right, so we're sticking with the same solution. The person who's calling is stuck in the wrong city. They're calling for a solution. The solution we're giving is to refund the ticket and also help them book another bus ticket from where they are to the place that they actually wanted to go originally. So let's try something like this. How about this? Start this way with a question. Don't wait for them to answer it right away. Say, how about this? Then suggest the solution. The thing that you're able to do, then wait for them at the end to say whether or not it's OK. And if it is, they'll say, OK, that's fine. Or, yeah, that's OK again. We don't want to shove the thing at them. We want to offer it and give them the option to take it. And if they choose to take it, they're not able to complain and say, Hey, I didn't get what I wanted because they chose to accept the solution. That's an important point of human psychology. How about this? I am able. I am able to book a complimentary ticket to Boston for you. Complementary means free It's sort of a more formal way to say Free a complimentary fruit basket in your hotel room. Oh, complimentary tickets to a basketball came who? A complimentary ticket to Boston for you. I'm able to book a complimentary ticket to Boston for you. Nice. That's part one of the solution. And the next part is there is a bus leaving at six PM Why am I mentioning that? Well, that's the ticket I'm talking about. So I'm saying the time of the bus ticket that I would like to book for you. Now I need to know that it's OK if you say it's okay. I'm going to push the button and book that ticket for you. You can get on the bus very soon. Leave arrive at your city. Then you'll get your refund and you'll be happy and you'll come back and you'll like this company again and you won't be angry anymore. So there's a bus leaving at 6 p.m. Would that work again? I ask, Would that work? Same question. Then, of course, we will provide a full refund. The refund is for the original ticket price, and then the complimentary ticket is because we made a mistake so often. If a company makes a big mistake, they need to do a little extra, not just refund but doom. Or give a discount on a future ticket. Complimentary ticket to try to win back. Win back the customer because the customer is upset. You can even say we would like to win you back, the customer says. I'll never book a ticket with this company again. I'm furious. You've lost my business. That's why we have this complementary, complementary bus ticket. We're doing extra. We're going above and beyond, above and beyond. That means more than we have to do more than we should do. Even I can also say the extra mile. In fact, that's one of the things that customers will say when they're very happy about customer service or customer support. Why do you Why do you love this company? Whether the customer service is just so good, they always go the extra mile. They always go above and beyond. Thes two phrases are great for when you want to express the idea of someone doing more than their job description mawr than they actually have to do. Of course, as I mentioned. We can always replace pieces of these expressions with the other expressions that we learn so we can sort of plug in. We can offer a refund. We can provide a refund. We can refund your ticket. Any one of those is okay. You can mix and match in. The best way to really get a feeling about these is to make your own examples said that they are deeply implanted in your mind, and they're easy to bring to mind when you actually need them. When you're communicating with a customer who's angry, okay, and the more you practice them, the more you work with them. These expressions, the more comfortable you're going to feel. And you have to feel comfortable with these, especially when you're dealing with an angry customer because it's easy to get upset. It's easy to get impatient. Sometimes when that happens, all of the things that you've learned just fly out of your head, so they have to be pretty deeply ingrained. Okay, here's another example. Another possible way to give the solution. I've been authorized to offer you a full refund. I've been authorized. What this means is that you of course want to give a refund, but first you had to get approval. You had to ask somebody, maybe your supervisor or their supervisor if it was OK, maybe there's a process for that. An approval process. When that process is completed and you are able to do the thing that you want to do to solve this issue, you can say I've been authorized. It tells the customer that you had to really do some extra work for them, that you had to really work hard to solve it, that you had to go through some steps and may make them feel like, Well, this person is going the extra mile. This person is really going above and beyond what they actually needed to do. I've been authorized to offer you a full refund on your original ticket amount. Okay, that's nothing new. Uh, original. I don't know why it's written like this. I'm sorry. Your original ticket amount, as well as a complimentary ticket to your final stop. Remember, complimentary. It's a formal way to say free and final stop instead of final destination. Just a variation doesn't matter. It's the same thing. I think the main point here is when we want to express that. We had to go through a process to approve the solution. This is the one we should probably use. And finally, I want to give you a really simple example, really short and simple way to express or say the solution that you can provide. Would it be okay if we refund your first ticket and help you book a new one to Boston? Of course you can put in. That's an Oh, by the way, Boston final destination. That's okay. Would it be all right? This allows us to put the whole thing into one simple question. That's the nice thing about this one. The customer then Onley needs to say yes, that's okay. Or maybe hopefully not know. That's unacceptable. Okay, so this is really simple, really simple, which sometimes is good. Sometimes if you've explained many things and you want to just say the solution very directly, you want to communicate simply and you just want Ah, yes. You just want to say one question. This is the one. Okay, Now we've We've used the same example the same solution. For all of the examples that we talked about all of the phrases that we talked about. That's just to help make it clear how they're used. All right, I want to directly related to this situation so that it's really focused so that it's very clear right so that we don't get confused and don't get lost in all kinds of different mixed up situations and cases. And it's really up to you to take these phrases, take these expressions and then fit them into your own situations, the kind of things that you need to deal with and again, like I mentioned before, the best way to do that is to practice making your own examples that look kind of like mine and play with them until you feel comfortable using them until they feel like they're deeply embedded in your mind. All right, so practice, practice, practice, practice, practice, practice and I will see you in the next lesson. 28. Part 7: Ways to Say "Yes": in the last lesson, we talked about how to give solutions to a customer who is not happy, how we can present those solutions in this lesson. We're going to focus on what we need to say if the customer has to wait for something, especially if we're trying to find the solution. We need to talk to somebody and we need to put the customer on hold. Of course, that means they will stay on the line and wait for you to come back to tell them Either you need to do other things to find the solution or you have the solution. What do you say when you need to ask them to wait for something? What do you say when you come back after making them wait after they've been on hold for a while? That's what we're going to focus on in this lesson. Okay, so I'm going to read the case. Then we're going to talk very quickly about how to say yes, just because I want to make sure that you feel comfortable with the different ways that you can pretty basic. And then we're gonna talk about the other two things. How to put someone on hold and how to after you come back, how to greet them and let them know what's going on. So let's read the case. You do customer service for an e commerce company that is an Internet company that sells things. EBay, Amazon, Ali Baba, this kind of company e commerce company. That means you deal with many sellers. You're not the seller. Perhaps Perhaps the sellers air on your service on the platform. We could say We say platform platform is a very popular word these days. A lot of companies air platforms. That means other people are putting the stuff on the platform and customers are buying from them. And you are the ones providing the platform. Okay, so anyway, you do customer service for e commerce company and the seller is asking why their application hasn't been processed within 24 hours. It will take some time to find the solution, and then maybe on the website. It says that it takes up to 24 hours to process that application. So that means they should hear back whether or not they can be a seller within 24 hours within within 24 hours, but they have not. So maybe there's an issue. So they're calling you. OK, so that's the situation. That's the case that we're going to be dealing with in this lesson. That's what we're going to focus our expressions around. Now let's just very quickly just because I want to do it. At some point in this course, I want to just cover some different ways that we can say yes or agree. Just so you have those. Okay, so this next thing is not exactly tied to this situation. I just want to go through it really quickly. Just so you know. All right, so let's just very quickly go through some ways to say yes in all kinds of different situations. 1st 1 very common. Sure, Sure. This is when you want to agree or say yes. If you ask me a question and the answer is yes, I might say yes, sure. But usually this one is used for agreement. Would you like a piece of chocolate? Sure, sure. Will I hear back from you within 24 hours? Yes, sure. Absolutely. Absolutely. Could you please tell me why my application has not been processed within 24 hours. Sure, Sure, sure. It sounds very, very generous. But it also sounds quite casual. Okay. Yep. Yep. Now, this one is very informal, and you may want to avoid using this one. This one is very common to use with friends. It just means yes. You have to be careful with this one. It's pretty informal. Okay, How about Okay. Okay. Now, if you notice, I often use okay at the beginning of some expression or at the beginning of an explanation I may give. It's a good way to mark the beginning of something when you're going to start talking about something you might say. OK, so All right, so that's a very common thing in American English. But of course, this can also be used to agree. Could you please tell me why my application hasn't been processed? Okay, I think it's because data, maybe, maybe, for example, all right. So that could be used in either one of those situations? Absolutely. This one is very confident. It's something we've talked about before. When your surgeon of something, you're very clear about something you want to say? Yes. Will you help me resolve this? Absolutely absolutely. That means there's no way you can even imagine that I wouldn't help you. Absolutely. OK, how about this one? Exactly. Sometimes the customer will repeat back something or explain something that is correct. You might say exactly to say that they are correct. So let me just be clear. You're going to refund my application fee because you didn't process it within 24 hours. Is that correct? Absolutely. Absolutely. Or exactly Exactly. That means you air right. You are totally correct, Of course, means there's no issue with what you just said or it can be agreement. So, for example, now that the application has been processed and they have been approved to sell on the platform, they might ask. So I can now start putting products up on my profile or in my store? Of course, of course. It's sort of like saying yes, that's right. Yes, that's that's right. There are no issues with what you just said off course. Sometimes when things are relatively obvious, we can use, of course, at the beginning of an expression so we could say off course. We will refund your application fee because we didn't process your application within 24 hours. That means you don't even need toe ask. It's not a big deal. We made the mistake. We made the error. So obviously we will refund your application. Feet off course. Of course, if somebody says something, you really agree with you Like the sound of it, you can say, of course, now definitely is very similar to Absolutely. Or sometimes exactly it means that there's no doubt about it, right? It's certain it's clear. So we can say definitely as a reaction to something. So I'm going to get my application feedback, right? Definitely definitely. There's no possibility of you not getting it back. Okay. We could also use this as in previous examples, to make something sound a little stronger. We will definitely give you a refund. We will definitely get back with you within 24 hours. We will definitely help you resolve. This issue means you don't need to worry. You don't need to fear this not happening. It is a certainty. It is absolutely going to happen. What about right? Right. As we've talked about a little bit before is usually for quick, back and forth. Interactions. You're going to refund the fee, right? Right. Remember question. Tone, right, Right. So it's a good way to ask. Is that correct? Right, Right. And again, as we talked about before, we can use the word correct as a question. So that's fine. We can use it the same way now. Sometimes you might have to confirm something negative. You're not able to give me a refund for my application fee. That's right. That's correct. I'm sorry about that. So you would say, I'm sorry, but you first would say, That's right. That's correct. It's a good way to confirm that. You just have to make sure your voice matches the tone, matches what's happening in the conversation, if I say right, very confidently, that can sound a little bit too confident and can make the other person feel like I'm happy that we can't. But if I say that's right, right, that's correct. I'm sorry about that. Then I'm showing my my empathy sounds totally different 29. Part 7: Putting Them on Hold: So we've talked about a few ways. We can confirm things. Now let's look at some ways that we can actually ask someone to wait. We're not going to only talk about putting someone on hold. We'll look at a few different a few different examples now. We never want to say Wait, wait, wait. Never say wait on Lee Say, wait when you're describing what's happening to you. I'm waiting, waiting right now or you're waiting in line for maybe a cup of coffee. Whatever you're doing, you're describing it. Never, I would say in your life ever say to someone Wait, you might say, Please wait. That definitely has a different feeling. But always avoid saying Wait directly. I just want to be clear about that. Do not say wait by itself. It sounds very direct and can and usually will sound rude. Okay, so in this case were actually not going to put the person who has an application pending. That means it's waiting. We're not going to put them on hold. We're going to actually stay on the phone with them, but we still need to do something. We're checking something so they're on the phone and we're talking with them. And at the same time, we're doing some work, maybe to check their profile. Well, if they need to wait and you can't talk to them constantly, you can say Bear with me, Bear with me. It's very useful expression when you need somebody to wait. Very polite. Okay, let's look at the example. Please bear with me for a few minutes. I need to look at your application and confirm a few things. You don't have to say this part. If you don't want to leave that out if you like, you could say, could you please bear with me? Remember what we talked about before? If we say would you mind, then we have to change this. Would you mind bearing with me? Would you mind bearing with me for a few minutes? Then it's a question. Right? So we could say, Could you bear with me question, please? Bear with me. Would you mind bearing with me? Question. All of those are okay. What it means is I hope you can be patient while I do this thing. This thing is going to help you. I need to look at your application So I'm looking for some details team looking for some things that can help us resolve this issue together. Right. So very, very useful. Now, could you say this before putting somebody on hold? Please bear with me for a few minutes. I need to look at your application to confirm a few things. I'll I'll just put you on hold. Is that okay? Yeah, that's fine. Yeah, that's OK. You can do that for sure. You can add that, But for this one, I wanted to give you one way that you could ask someone toe wait while you stay on the phone with them. Let's look at an example that uses the word wait that allows us to actually put the customer on hold. Okay. We need to resolve a couple things. We need to speak with the manager. That's a common a common thing. If you could please wait on hold for a couple minutes. I need to speak with my manager. We could say could you please wait on hold for a couple minutes? Question Mark. I need to speak with my manager, but saying if is okay too. It's very polite notice. Here. We have the word please, as I mentioned please is very important. If you could wait on hold is okay because we use the word could, which makes it sound less direct, more gentle. But using please in front of weight, I think, is very important because without it wait sounds very hard. It's a very hard, direct sounding word. Okay, if you could please wait on the phone for a couple minutes, then we could also say I I will speak with my supervisor now. They might just directly say That's fine. That's fine. Okay, sure, Or you could say, Is that OK? Is that OK? And of course they'll say Yes, that's okay. Hopefully now maybe the person who's calling has called several times before, and we've had toe ask for their case number. Very simple. We would just say, Could you tell me your case number? We learned earlier in the course how to get basic details, so we get the case number and it's a little more complicated than maybe we were expecting. So we need to put this customer on hold. Here's another way to do that. Would you mind holding directly instead of saying waiting on hold, You could say, waiting on hold or just holding Very simple. Would you mind holding for a few minutes while I look into the details of your case? We could also say this case that allows you to have some time by yourself to study things carefully so that you don't make any mistakes, right? You want to be quite careful, I would imagine. Now this one has minutes here. I think it's a good idea to say minutes or about 10 minutes if it's going to be about 10 minutes. If you have a guess. If it's going to be 15 minutes and you have to do all kinds of things, maybe you should just call them back. But try to give them a fair number. Don't just say wait a moment. If you say wait a moment and they wait five minutes, they might begin to get impatient, especially if you say wait a second. Could you please wait a second? Or could you please hold a second weaken? Say, hold. Could you please hold a second while I talk to my manager and then you're gone for five minutes? That's probably not okay. All right, so say a few minutes. If it's only going to be, let's say, 40 seconds or a minute and you say a second, that's OK, that's OK that that sort of fits into what people understand a second to mean when you say moment and second, they are expecting a short hold. If you say a few minutes, maybe they're expecting I don't know, 3 to 5 minutes. And if you say specifically, could you please wait on the line or hold wait on the line or hold for about 10 minutes while I deal with this? Because they know it's very complicated, then they'll say Okay, and they're mentally prepared for that long hold. So expectations, meeting expectations and not creating false expectations is an important part of giving the customer of feeling of comfort and certainty. Giving comfort and certainty helps a customer remain patient right, creating false expectations, making them wait 10 minutes when they expected one is a good recipe or a good way to create impatience, frustration and issues later on. Another way we can make sure expectations are about right is to say something like, I just need to check into your case, which will take a few minutes. Could I put you on hold? Could I put you on hold? Okay, we said, which will take a few minutes, which means maybe between three and five. About between three and five minutes. This is the expectation we're creating for the customer. Then when we say this, we don't have to give a time because we've said how long checking into the case will take. I just need to We could say sometimes do some checking. Okay. That's okay. Sometimes people say that, but this is okay, I think to I just need to check into your case. We use the word into because it gives us a feeling of opening a door and being careful and looking at something in detail. If we say I need to check your case, it doesn't give us a feeling about looking at details, so I wouldn't recommend using Just check use check into. I know it's a very subtle thing. Very subtle, But those subtle things actually added up can make a big difference. Another example. Let me just put you on hold just again. Notice we used just a lot. It's a good way to make the whole thing that you're saying feel comfortable, really comfortable, less direct. Let me just put you on hold while I check whether or not your application is still pending . Is that Okay? So this this one is good for when you need to say specifically what you're going to look for. I need to look into your case. I need to check your application. I need to speak with my manager. I think these are less specific when you need to say something more specific and say exactly what you're going to check, which is a good idea. You can use this one. Okay? Sometimes you want to let the customer know. Hey, this is the action I'm going to take. You just need to know that and wait. All right? Maybe that's only going to take a minute or two. We use whether or not because that's why the customer is calling. They want to know why the application seems to have not been processed. It seems to still be pending. That means it hasn't been decided or checked reviewed, even though it's been over 24 hours, which is longer than the promised time. Okay, so let me just put you on hold while I and this allows us to then say the action. I'm going to do that at the same time as you are on hold. Very useful and very, very natural. While I check whether or not whether or not, in any case, where it's a yes or a no, you can use whether or not your application is still pending. It was pending before. When you submit an application, it is now pending. That means it hasn't been decided after its pending, it will be approved or declined, approved or declined. Okay, We need to check if it's this or one of these, but still, is that okay? Is that all right? Do you mind something like that at the end? You always want to give the option just to make sure. So they feel like, Hey, I have a choice. All right. Now, let's look at one more way to ask the customer if they are willing to wait on hold again. There are lots of other ones, but hopefully these will cover most situations that you may come across. Okay. Will have this sorted in no time. This is sort of like a statement to reassure the customer like we talked about in in the earlier the earlier lesson. But I need to ask you to wait while I familiarize myself with your file. Okay? We talked about the wild one. I'm going to do this action while you wait Now wait suggests here, hold. So we could follow by saying, Can I put you on a brief hold? Can I put you on a brief hold? Or if we don't want to say it like this, we could put that in here. Will have this sorted in no time. But I need to put you on a brief hold while I familiarize. Familiarize, Familiarise. It's a little tough to say myself with your file, maybe file, maybe profile, maybe case whatever it is application in this in this situation. Okay. Ah, brief hold means a short hold. So notice that hold can be both a noun and a verb can be a noun and a verb can use it Either way, Can you please hold? I need to put you on a hold. Do you mind holding? Do you mind holding? Okay, while I This is a good one to express your action during that hold and familiarize means I don't know anything about this. Before I give you a solution, I need to know more. That's all this means Familiarize. But be familiarized myself with this first before I answer any questions. OK, so this is just another way to say the same thing again. To really get a feeling for these, make your own examples. Try to fit them into the kind of situations you face. I know I always say this, but it really is the best way to get them deeply into your mind so that they can come out whenever you need them. 30. Part 7: Coming Back From Hold: So far, we've talked about different ways to say yes or to agree, And we've also talked about different ways to ask the customer to wait or different ways to put them on hold so that they feel comfortable to wait or stay on hold. Now let's say we did put this customer on hold, okay? They call because they're wondering why their application hasn't been either approved or declined. It's still pending, Supposed to be finished with the review process within 24 hours, but it's been over 24 hours, so we're trying to figure this out. We've asked them the customer to stay on hold. We've asked them to hold for a few minutes while we look into the case while we figure out what's going on. When we come back, we have to say something. We can't just say hi, I have the solution, Okay, we have to say something. So there are a couple of simple things we can say when we come back from the hold from asking them toe wait so that they feel like, Oh good, now let's talk about what we're going to do so that it's not awkward. These air really To avoid an awkward feeling for the customer. Okay, We need to know how to do this naturally. So let's go through these really quickly. Really quickly. Hi. Are you still there? They might have hung up. They might be getting a glass of water going to the bathroom. Right. So he just want to confirm. Hi. Are you still there? Are you still there? You can say here instead of there. If you want, you can also use their name. Hi, Mr Jones. Are you still there? Are you still here? Okay. If you really want to make this friendly, you can cross that out and say hi, Mr Jones. Still there? Still here? Sounds very friendly. Very natural. Okay. Hi, Mr Jones. Thanks for waiting. Thanks for waiting. If you want to assume that they are still waiting, if you're wrong, then they just won't be there. So that's that's just the situation. But no one will hear you say that. So it doesn't matter, right? So it's okay to assume that they are there. Hi, Mr Jones. Thanks for waiting. Then Mr Jones will say Yeah, no problem. Yeah, it's OK. No problem is a good thing to say when you want to let someone know that you're okay. You haven't been inconvenienced. You didn't mind waiting? It was okay. It was only three or four minutes. Hi, Mr Jones. Thanks for waiting. Sorry for the long hold. So let's say you said could you could you wait on hold for three or four minutes while I talk to my manager? Yeah, no problem. But the conversation with my manager was longer. Maybe it was 10 minutes. Luckily, this person is very patient. They're still on the other end when I come back from putting them on hold. Right. So I say hi, Mr. Jones. Are you still there? Yep. I'm still here. Okay. Sorry for the long hold. Acknowledged that there was a long hold. Don't try to avoid it. Just say it was there. And then they'll probably say that's okay. If you try to avoid that or try to not admit that it happened, maybe they'll feel uncomfortable. Sorry for the long hold. Okay. Or thanks again for waiting. Thanks again for waiting. Sometimes you need to put them on hold several times. The first time you said thanks for waiting. Then you have to put them on hold again to check something else. So thanks again for waiting. Thanks again for waiting. Sometimes you can say that at the end of the call. By the way, thanks again for waiting. I appreciate your patience. I appreciate your patients. If you appreciate something or you appreciate someone, then you can add your to say the thing that you appreciate. I appreciate your kindness. I appreciate your generosity. I appreciate your time. All of those things are OK in many situations. You can use this in life. It's very common. I always say, when somebody does something nice for me, I say, Oh, thank you. I really appreciate that. I really appreciate it. Or I really appreciate what you did for me. If it's something that they worked very hard on. For example, I appreciate your patience. I appreciate your patients. This is something we could say. Maybe instead of this one. Hi, Mr Jones. Are you still there? Yes, I'm still here. Oh, great. I really appreciate your patients had no problem, No problem. OK, so I have a solution and this one is very simple. Thanks for being patient. Thank you for being patient. Thank you for being patient. Basically, it's the same thing. So these are all very common things to say after you come back from putting somebody on hold. So hopefully those air useful to you make sure to practice them by making your own examples , and I'll see you in the next lesson. 31. Part 8: Transferring Phrases: in the last lesson, we talked about how to make the customer wait, in other words, what you should say if they need to, either wait on hold or just wait for a moment. While you do a particular task in this lesson, we're going to focus on how to pass the customer off to someone. If, for example, you're not able to solve their issue immediately. Or maybe if you're the wrong person for them to be speaking with, sometimes that happens, maybe they think they're supposed to talk to, ah, specialist who maybe can solve technical problems. And you're not that person, so you may need to past them to somebody else. Okay, so I'm going to just review the case because the case is the same as in the previous lesson . And then I'm going to just give a couple of simple phrases we can use right at the very beginning, and then we're going to go through some really life examples that, of course, you can use to apply to your own situations and the kind of cases that you need to deal with. All right, so let's just review the case. Same one as before, you do customer service for an e commerce company and a cellar that means someone who is on the platform in this case, the seller is perhaps your customer because you are the platform or the representative of the platform is the seller's asking why their application hasn't been processed within 24 hours. It will take some time to find the solution. Now, this time, the time that's being taken maybe is in them needing to talk to other people. For example, Maybe they need to talk to your supervisor. Or maybe they need to talk to a specialist. Now, if you don't know what a specialist is, let me just explain that clearly. Ah, specialist is someone who does something very special. They focus on one area. It's almost hard to explain without using the word special. They don't do all kinds of things. They usually just focus on one type of thing, maybe one type of issue. They are a specialist. The verb for that, by the way, is specialized. Specialize. So if you're a specialist, you could probably have that in your job title, and many people would in your job title you might be for example a, um, software specialist or whatever on account specialist, maybe. I don't know. There are lots of different ways to give people names. There are lots of different kinds of titles. I don't want to focus on that too much. So what I'd like to do is just give you a couple of simple phrases you can use when you need to pass someone to another person when you need to pass them the customer to others whoever it Maybe now, of course, we can use this phrase pass, Let's say pass you to or we could say pass you over to and that would be very common. So I need to pass you to a specialist. I need to pass you over to a specialist. That would be one way to say it. We could also say transfer. Is it okay if I transfer you to same thing here, a specialist or my manager? My supervisor. Whoever it may be, transfer means to change from here to here from this thing or person to this thing or person. Now we usually only use transfer if there's something that you're traveling on in this case or traveling in their kind of traveling over the phone line. I guess, In a way, if you're actually in a, uh, you're in a room with the person, then you wouldn't use transfer. If you're actually sitting in the room with someone, you're standing there and there in front of you, then you will never use the word transfer right on the phone. You're passing them to another phone, maybe the phone off the specialist. But when you're sitting here with them and they have an issue and you want them to talk with your supervisor and your supervisor is over there, well, then you don't need to say transfer. If you said that, I'm going to pass you to my supervisor. Very strange. I'm going to transfer you to my supervisor even more strange. In that case, you might say I'm going to have you speak with a Have you speak with my supervisor now? Could you use that one on the phone? Yes, you could. You could say that. So that's fine. That one works on the phone and in person. So again, this one works face to face face to face, and this one does not. And this one also does not. Generally, rarely. People might use it that way, but generally, generally not. Okay. Now for this face to face one. Sometimes we could describe the actual action that we're going to do as a way to make you talk to, for example, my supervisor. So we might say something like, I'm I'm going to go get my supervisor. I'm going to bring my supervisor over here to speak with you. Okay, so those work too. In that case, my action is to actually walk across the room and then say, Hey, I have someone who needs to talk with you. I have someone who has a question that I can't answer. Can you come over here for a minute? Then the supervisor? Whoever will say OK, sure. Please give me a second Bubba Bubba block and then comes over to where the customer is standing. So again, that's face to face stuff. So this one can generally be used for both. The other ones we talked about earlier can be used generally Onley for over the phone. And this one generally can only be used face to face because there is a physical action involved. The only time when you could use these on the phone is if you're in a very small office and you're going to actually physically stand up and have whoever it maybe come to the phone. In that case, bring my manager, go get my manager. Okay. But usually it has to involve some physical movement. You have to get up from your chair, go get that person and bring them over. And then they're going to use your phone. You're not going to just transfer them to another person's phone. Okay, so this would be, for example, for a very small company. Sometimes we don't realize it, but actually the word hand H a N d can be a verb if we're sitting together at a dinner table. And I say, could you hand me the salt? That means I want you to pick it up and give it to me. That's what it means. Well, sometimes when we give one thing to another person or one person in this case to another person, in a way, we're going to hand them over or hand them off. So actually, this is a word, a handoff. Not that you really need to use it here, Okay, but it might be what it's called. Ah, handoff. A handoff is when one thing is handed to another on Lee. This is a noun. So we might say, I'm going to hand you over to, for example, my supervisor. I'm going to hand you off to my supervisor in this case for handing a customer over or off to a supervisor. There really isn't a difference there used in exactly the same way. There are some slight differences, some subtle differences between handover and handoff in other cases. But I don't really want to go into it because I think it's not particularly relevant to passing a customer to another person who can better help that customer with their particular issue. In this case, why wasn't my application process within 24 hours very frustrating? 32. Part 8: When You Don't Know: we've learned the phrases that we need for this particular case R E commerce case. Now let's look at some specific examples, some examples that include the phrases that we talked about earlier. I want to stress the importance of looking at examples that's actually the most important part of this course. The examples, because you can learn all the phrases you like, and you can understand them. And maybe that's interesting. But if you don't deeply understand them, which means if you don't understand how to use them, then it really is just interesting. I want to. In this course, make sure you understand not only what certain phrases mean, but how they can be used or applied in riel life type situations how you can actually use them. So I really do hope that your carefully paying attention to all of the examples that we go through and you're taking notes and trying to make your own examples as we go along that really is the I think core value of this course. So let's get into the examples. Unfortunately, I'm not able to see why your application hasn't been approved, so I need to hand you over to our cellar specialist. Usually put the name before the word specialist and you can put anything you want here again. Whatever goes here doesn't really matter. We're not focused on that. Maybe it's called a, uh maybe it's called a store specialist. Maybe it's called a profile specialist. I don't know. Doesn't matter. But first, notice what we do in this example. Unfortunately, I'm not able to see your application, So that means we first provide the reason that we need to hand this person over to hand the customer over. We provide that reason because if we just say I'm gonna hand you over to a customer specialist, I'm gonna hand you over to a cellar specialist. If we just say that, then the customer is going to feel lost because they don't know why that's happening. Why are you doing that? Why don't you just solve my problem? Right? Okay, So first, give the reason to make that softer. Use the word, unfortunately. So here we use this to make it clear that, yes, it's bad news, but I'm being honest with you. And now maybe it's because you're not the right person, or maybe it's because you don't have the right access. Or maybe it's because you just don't know what to dio. Regardless, it's not good news because the customer doesn't get to have their issue resolved immediately. OK, so be honest, say the reason then say the action. So this is bad news warning. Unfortunately, you could say so. But unfortunately says it's bad news you could add well, here. Well, unfortunately, so, unfortunately, I think, well, is better, though I'm not able to see why your application hasn't been improved. That means perhaps I don't have the expertise. Or perhaps I don't have the access. Whatever reason, I can't do it. I can't solve your problem then. So then the action. I will need to hand you over, and we could put in our other phrases their transfer. You. I need to pass you to a cellar specialist. Then, of course, it's always a good idea just to make sure it's OK. Just add at the end. Is that OK? Is that OK with a question mark and wait for them to say yes because the more you can get them to agree to what you're doing, the more they're sort of part of the decision making if they feel like they're just being thrown around and you just say I'm going to transfer you could you do And they get transferred. Can be very disorienting. Very disorienting. Disorienting. Sort of means you feel like you feel like you're a little lost. Where am I? I don't know what's happening. And I'm sure we've all had that bad experience as a customer where we feel like we're lost . We don't know what's going on. We're being transferred here and there. That happened to me, actually last week, and it was not fun. Okay, so I hope this example is clear. Let's look at another one. What if the customer is upset and they demand to talk to someone who's maybe above you? Well, that happens. Certainly does. So they're very upset. They say, I don't think you can solve my problem. I want to talk to a manager or a supervisor. Okay, So you agreed to do that. How do you do that? Yes. I can absolutely let you talk to a supervisor. So say yes now if the answer is no, which I hope it isn't. But if it's no, then you might say, unfortunately, supervisor, But in this case, the answer is yes. So we absolutely can. That means were very willing to. That means we're almost enthusiastic to do that, so I can absolutely let you talk to a supervisor. This, we say, let you just to be clear, because it's been asked, That's the request. That's the thing that's being requested. Ah, request. So we don't use let usually unless there has been a request First. If you want to do something, then I say yes, because I have the power to say Yes, I have the yes no power Then me saying yes is letting you do that. The child wants to eat some candy and Mom says yes, she is letting her child do that. Now you have the yes no power, perhaps? Yes, I can absolutely let you. But otherwise, generally, don't use this phrase. It's been requested, so use let you. If it's not, then generally you don't want to use. I will let you talk with a supervisor. If that's your suggestion, then this is a bit strange. So I want to be clear about this. This one is for when the customer is requesting to talk to somebody else, requesting to talk with a supervisor, requesting to talk with a specialist or whatever. Okay, Then add this to make sure they know that it won't happen immediately. Within 10 seconds. Right? And it won't. Probably because you have to maybe go through some steps to get the supervisor on the phone to escalate, escalate the case. It takes time to escalate or move up Whatever is happening here to a supervisor, right? So sometimes you could say escalate, escalate. Alright. This part is the part that creates the expectation to reduce impatience. And we talked about that in the previous lesson. We want to reduce in patients by letting them know that they need to wait. We need to agree with some enthusiasm instead of resentment, Some positive language instead of saying, Yeah, I guess that doesn't sound very, very positive and then let because it was a request. So I hope that that's clear. Can we put in the other phrases here instead of let I can absolutely transfer you to a supervisor. I can absolutely hand you over to a supervisor. All of those are fine. You can absolutely, uh absolutely do that next example. I can't seem to find the information I need. So I'm going to pass you over to a specialist who can help you resolve this. By now, you should be comfortable with the idea that here we can put in any of the other. Most of the other phrases that we've talked about, for example transfer. Okay, Now, this is a way to gently very gently and very indirectly tell the customer that we don't have the answer. We can't find the answer without being too specific. Basically, what you're saying here is I don't know. But you never want to say I don't know. Don't say I don't know. You want to say that in a way, which sounds like for whatever reason, it's impossible for you to get the answer. And that certainly will happen. So using seem here is away, a great way to say what you want to say, that you just can't do it. But in a way that doesn't make them feel like you're not able, because you're not smart enough or or whatever or you're not trying hard enough, right? It's just ah, just the reality. I'm sorry, but you're still going to help them figure it out Because maybe somebody else Ah, specialist will know the answer. Okay. The information here we could replace with also, any other thing that we need to say. I can't find the reason I can't find exactly what's going on. Whatever you want to say. There, that's fine. Okay. And then adding this part I need is this is the information that would help me resolve it for you. If it were here, I would tell you, and then it would be over then, as we did before we just use. So this action is happening after I explain what's going on. It's a similar structure to the example we looked at earlier and again. You can put the specific name here profile specialist, seller, specialist, whatever you want to put their and then who now this part is to reassure. Remember, reassure means to to provide comfort. This person can't help me, but somebody is going to and the person that I'm going to talk to next is not just another person. The same as the person I'm talking to now. No, The next person has special knowledge. And that special knowledge can resolve my issue. Okay, So I add this. Who can help you resolve this as a way to comfort them, to let them know that I'm escalating it or giving it to somebody who knows more than me? Get to reassure, to reassure. And you could put in here who can maybe help you find the answer. Who can, If you want to say something more specific, see that information? Maybe whatever it may be. And then again, right at the end. Is that okay or is that all right with you? Now this Adding this, I think, is a really nice touch for this kind of case. Because really does add a feeling of Don't worry. Don't worry. Don't worry to your expression. 33. Part 8: When You Can't Help: Sometimes the reason you can't give an answer to a customer is it's not because you don't know not because you can't find the answer, but because you're not allowed to give the answer. Maybe you don't have the proper, uh, access to the answer, and only certain people have permission to answer that sort of question. Maybe people who focus on security in banking customer service there are lots of different examples of that. So let's look at let's look at how we could express that. In other words, you don't have access or permission, and that's why you need to hand the customer over to the specialist Theo nly person. This is what you can say right away. The only person who can answer questions about pending applications is a seller specialist . This may be because the customer called the wrong number or push the wrong button on the phone, for example. They're talking to the wrong person. You're not allowed to answer this type of question, even if you could. So the only person who can answer questions about pending applications, which is this case, is a seller specialist. You could also say here I am not authorized to answer questions about pending applications . I will need to hand you over to a specialist. Is that okay? I am not authorized. You could say, Unfortunately, you could say, Well, unfortunately, I'm not authorized to answer questions about pending applications. The only person who can answer questions about those are specialists or seller specialists . Would you like me to transfer you? Would you like me to transfer you to the specialist team than they'll probably say? Yes, yes, Hopefully you don't have toe. Give them just a phone number to call, cause that would be That's never fun. So keep this phrase in mind. The only person who can whenever you immediately know that there's no chance for you to resolve it, and you need to immediately let the customer know that fact, I think the main reason this one comes up is when they've called the wrong number. Were talking to the wrong department, Not your fault. It's actually actually their fault. But don't say you called the wrong number. You have reached the wrong person that's not very polite. This is a better way to say it. This is much better. Just like the previous example if the customer or in this case, actually the seller who is the customer calls the wrong department. We can say this. Well, this department the one you've called, the one you're talking with now Onley deals with current sellers. So I would have to transfer you to a specialist. Would that be okay? Okay, to deal with something means to handle something. You could replace this with handle if you want to. On Lee handles current sellers. What does that mean? Well, it means there's a different group of people for applications checking applications, pending applications. And this department. We only talk to people who are selling stuff right now on our platform. Remember, it's an e commerce platform, so we deal with sellers who are active already. Okay, so two different departments. That's understandable. And you could actually add that word. It's totally understandable that you called the wrong number. It's okay. Totally understandable. But this department Onley deals with if we use the word Onley here is actually very useful . It tells the person who's calling. There are no exceptions here, no exceptions. Exceptions means maybe if you ask a couple times, maybe I can help you But if I say this, you're not going to ask me that. So we're not going to waste time. You're not going to waste my time. I'm not going to waste your time. This is the wrong place. Absolutely the wrong place. And if you ask me twice, it's not going to change anything. I need to be very clear about that. That's why I'm using the word Onley. Okay. Is that clear? There should be no second questions. After I say this whole thing, this person who's calling about their pending application should just say All right, sure, thank you. And that's it. So it should be very, very clear current. By the way, if you don't know means now, now, okay, and all of this is the same as you've seen before, so hopefully all of this is starting to feel very comfortable. These expressions, if you notice, are all pretty much the same. Really just different examples to show you how these common expressions can be used in different ways. Slightly different situations. Finally, let's look at a slightly different example. Same sort of situation we need to hand over this potential seller to a specialist, but it's not going to be a transfer. We're going to give them the number. So how do we express that? I hope this is not how it works in your case, because as a customer it's very annoying. When you have to write down a number and call that number. It's very annoying. Much better if you could just transfer them anyway. For pending applications for pending applications, you'll need to speak with a specialist that's saying the same thing as we've said before. I need to transfer you to or I would need to transfer you to another department. Or is it okay if I hand you over to a specialist? Okay, this is all basically the same stuff. I don't really feel like I need to explain this too much. I want to talk more about this part. I'll give you that number. I'll give you that number. So I'm preparing you right now. Do you have a pen and paper? Handy handy. Do you have a pen and paper handy? Or you could If you want to take that out, just say, do you have a pen and paper? They might say Yes, just a second. If they say Yes, just a second. Don't start saying the number yet. Wait until they say Okay, I'm ready. Customer will say, OK, I'm ready and then you're going to tell them the number. And we've talked about how to say number is very clearly before. If we need to repeat a number, that's incorrect. Weaken. Do that This way, I think, is very friendly. Adding the word handy makes it even more friendly. It's not necessary. It's just for the tone. If you do need to wait while they go and get, uh, pen and paper, you might say something like this. Do you have a pen and paper handy? Yes, Just a second. Yes, just a second. Okay, then you can say, Let me. No. When you're ready, let me know when you're ready. That makes it very clear if you're just silent and they say Yes, just a second. It's pretty clear, but there might be some confusion. But if you say this, let me know when you're ready. The ball is in their court. That means it is now up to them to let you know when they have the paper or they're at the computer and they're ready to write it down. Then they'll say, Okay, I'm ready. Or they might say, Okay, go ahead, go ahead. Which means, say the number At the end of most other lessons, I've said, Make sure you make your own examples. Make sure you write down examples based on the phrases and examples we talk about, but which fit your cases and your your job in the kind of things you need to deal with, right? Well, of course, you should do that, but take it a step further now. Now try to actually speak off the cuff or speak freestyle with the phrases that we've learned so far in the different cases that we've talked about. So here's what you can do with a friend. If you're lucky or by yourself, which is okay, just turn on your recorder record function on your phone or your computer and actually try these out without reading them. In other words, try to pull them from memory and fit them creatively into the situation that you've made. So actually, make a case for yourself right down. A case may be based on something that you've seen at work, or maybe from a previous job or a job you'd like to get, then do a little role play, even if it's with yourself. This is a great way to practice. Then when you go back and you listen to that role play, you're able to pick out things that sound weird and improve them home them the phrases that we're learning here so that it becomes a habit for you and that is really, really important. So I hope that you can take your practice to the next level by doing these roll place. That doesn't mean stop writing down your own examples. You should still do that. Take it to the next level now and try to use them free style. Very powerful, very, very powerful. Way to remember Creativity is a great memory technique. 34. Part 9: Part Overview: in the last lesson, we talked about how to hand the customer over to, for example, a specialist. If we're not able to resolve their issue in this lesson, we're going to focus on how we can correct misunderstandings. Now. We've previously talked about communication gaps were not going to talk about communication gaps. We're going to talk about when the customer thinks something about the product. That is not actually true. For example, they think they should get something that actually they aren't going to get because maybe they haven't paid for that. Or maybe simply we don't offer that. Okay, so how can we How can we correct them in a way, which doesn't sound like we're criticizing them or telling them that they're stupid, right? We don't want to give them the feeling that we think they're dumb and don't understand the product. We need to be polite. So I'm going to give you the case, gonna read through the case and explain what it means. Then we're going to look at some simple phrase, is going to look at some simple phrases that we can use to correct a misunderstanding again , this is not a communication gap misunderstanding. This type of understanding is one in which the customer doesn't fully understand the product that they've paid for. For example, among other things. Okay, so we're going to go through some simple phrases. Then we'll go through some more in depth examples to apply some of the phrases that we talk about. But let's first just read through the case. All right, you work for a company that provides home cleaning services. If you know what made is made, cleans the home there lots of different ways to describe this kind of person. But we provide that service, not ourselves personally. Where the customer service representative, right? We don't do the home cleaning. Maybe we send people out or if it's a larger company, than perhaps it's a platform and anybody can be on it like the previous e commerce example . Okay, anyway, one customer has purchased the plus package. Maybe that's the name of the package, which includes two home cleanings per week and is charged monthly. That means every month it will be charged. If something is monthly charged and it's automatic, we say it's recurring. These are called recurring payments. That means it's automatically build. For example, if your credit card is connected to the account every month, maybe on the third of the month it takes out that amount of money. Let's say it's, I don't know, $75 a month, whatever just takes it out automatically for whatever that is. Okay, so it's charged monthly. She thinks that if she doesn't use cleanings in a given month, so a given month here means whatever month it may be, Sometimes we use a given day, given month a given person to mean It doesn't matter which one. That's what it means. It doesn't matter which one. Anyone you choose any month, January, March, July. Whatever. Okay. She thinks that if she doesn't use cleanings in a given month, she can use them in later months. This is incorrect for that. She would need the premium package because we have the plus package and the premium package to different packages. Okay, The benefit. One of the benefits of the premium packages. Let's say you go on vacation and you don't use your to cleanings. You don't use your to cleanings per week to home cleanings per week. Okay, cause you're gon for whole month. Well, if you have the premium package that maybe later in later months you can use those cleanings those sessions that you didn't use when you were on vacation. However, with the plus package, because it's perhaps cheaper, then you can't do that. You will lose those cleaning sessions. You will lose those cleanings. By the way, I'm saying sessions here. Sometimes we use session. Okay, I hope that's clear. That's the situation. The customer believes that they can, on the plus package, use those cleanings later. They cannot have I made this. Have I made this case too complex? I feel like I'm spending too much time explaining the case. It should be simpler. Okay, so maybe this one's a little more complicated. But I wanted to give you a feeling for what a more complicated case might look like, because it is complicated things which may cause customers to be confused. Sometimes a customer by something they think they're getting A. In fact, they're getting B, and that's a common thing that happens, and your job is to make it clear in a respectful way. Now let's look at the phrases we can use to do that 35. Part 9: Correcting Gently: In fact, the phrases that we used to correct people are pretty simple. So actually we can go through these pretty quickly. I think. Let's assume that the customer has just said the thing that's incorrect, the thing that they think is true about our service or about what they purchased, which is not true. OK, well, not quite is a great way to say you're wrong. Never say you're wrong. That's terrible. I would recommend never saying You're wrong ever in life unless you're looking in a mirror , for example, and you're being brutally honest with yourself. But generally speaking, that would be extremely direct and it extremely blunt, especially for this kind of thing. We don't want to be overly blunt, so let's say not quite the same thing. Same meaning well. It's slightly different, but it's definitely softer. It's definitely more more gentle. It's definitely less direct. OK, not quite really means that if this is the right answer, you're here. You're very close and maybe that's not true. Sometimes sometimes we need to say a little white lie. Now I'm not encouraging you to lie, but sometimes why am I writing the last letter second, so a white lies when you say a little lie to be nice to somebody. Okay, well, I wouldn't say that this is a lie because you are saying the truth. They're not correct, but they also are not very close to the truth. But that's a detail. Let's not focus on that. So not quite feels like you're very close to the right answer. Almost you could. In fact, if you want to say almost almost or that's almost right, I don't know if it would work in this case, but I think in many cases you could use this one. Maybe you could use this one, I think here after the customer says So I can use my cleanings later in the year when I want to write, Not quite. Then you would say the correction, and we'll look at some examples later on in. In this lesson, In fact, this is a great way to correct. It is a little bit formal, so you want to be careful when using this one, for example, with friends, because if you use it with friends, they might think you're being too formal. They might think you're being too serious, right But if you use in fact, when you're talking with a customer or in a meeting as a way to correct something that's incorrect, you're being very polite, being very respectful. You could actually put these two together. So they say, Well, I thought I could use my cleanings later. I'm not quite in fact, And then say what it is. If you just remember that from this lesson, that's enough. I think you could use this. You could. We'll talk about more examples, but you could use just this every time and always sound very polite. So keep that in mind. Not quite, in fact, blah, blah, blah, whatever the truth is. But let's look at a couple more. Well, actually, well, actually, not, actually. But actually, actually. Well, actually, now here We could not say. Not quite well. Actually, that doesn't work. We can't put those together because, well, is the beginning of something. Well, is the beginning of an expression. So we would have to say, Well, in fact, we could say that if we want to Well, in fact, well, actually, this one you could use in less formal situations, you could use well, actually with your friends without sounding too serious or too, too formal. That would not be a big problem again. This one would probably sound a little bit formal. But it's a very common way to begin saying, Here's the truth actually means what is the truth? I'm going to tell you the truth. This is what is going on. In fact, this is the reality. This is the reality. Okay, so, basically the same, these to the feeling a little bit different. The feeling that something has is sometimes called its connotation guys a formal, more formal connotation, slightly more casual connotation, but definitely good enough to use in this case. Definitely, totally. Okay, sometimes before we say what is actually the case or what is actually correct will make a statement like this. And it's just a way to announce that this person is incorrect. You have a misunderstanding, but again do it in a way which is quite quite polite. That's not exactly how it works. That means what that means is they've explained to you how it works. What does that mean? How it works? Maybe how the package overall that they purchased functions the features of the package, right? That's what they've explained. They've explained how paying this much money means this thing, which is not right. So this is usually only used after an explanation. If they just make a statement like I want to get a free cleaning or something like that, maybe it wouldn't work as well. I suppose you could say it, but usually this will follow an incorrect explanation of how something works or what features. For example, something has. What what services are available to someone, then say Actually then say in fact, sometimes there are maybe three options or three different types. Three different products that are similar se Well, we have to. In this case, we have the plus and the premium. And let's say there's a basic too. So let's say there are three. Let's say it's basic plus premium those air the three packages for home cleaning services that you can buy with this company. Okay. And what happened was you believed that when you purchased your plus package you are actually getting the services included in the premium the premium package. So you have a misunderstanding. You're right in thinking that that's something that we offer But you're not right in thinking that it's the plus package, which offers that think or those services. Okay, so we might say you might be thinking off. You might be thinking off as a way to take what was said and place it somewhere else. And by the way, that could be a great method or tool or tip for doing sales. If somebody says I'm really trying to get faster Internet because I played games a lot, so I might say that you might be thinking off, not our basic Internet package. You might be thinking of our maybe high speed Internet package or are professional Internet package. Are you interested in that? And then maybe that's a way to move them toward that as a way to push them to buy it right or maybe pushed them to upgrade. So this might be a way to say, Not only are you incorrect very politely not only are you incorrect that the plus plan that you got doesn't have the feature that you think you got, which is Theobald City to use cleanings any time, even if you don't use them in a month. But you're right in one way, because that is something that we offer. It's just that we don't offer it in this package. Hey, are you interested in upgrading to the higher package to the premium to the premium package ? So this could be if you're doing sales or irresponsible for that kind of thing? A way of we say killing two birds with one stone with gonna write down now one stone. And that means one thing. One expression allows you to accomplish two things. Well, that's what it means here. Now it's a win win. Okay, so hopefully hopefully these expressions are clear. Now, of course, there are. There are more. But I think the ones that we went over are really important to know You can express to anyone who is wrong politely that they're wrong without them feeling bad. 36. Part 9: Clarifying Service Features: OK, now let's look at some of our more specific examples for using expressions to correct a misunderstanding. We can begin unfortunately, now that could be used in any situation where you need to present some bad news. OK, so this is bad news. They're wrong. It's bad news. Unfortunately, unfortunately, the plus package doesn't quite work that way. So we talked about this expression and how we use it. Then we can begin with the explanation. Then we should explain how it does work. If you've said it doesn't work that way, then how does it work? You don't want to just say it doesn't work that way and stop because that can cause frustration. You need to be clear. You need to have a path. You need to have a path forward. Never. Just stop and say you're wrong and then have nowhere to go. Make sure you know what's going to happen next. Either you're going to push them toward the premium package, or you're going to let them know that they should be happy with their current package because maybe it's a very good price. For example, unfortunately, the plus package doesn't quite work that way. cleanings can't roll over each month, and then you could add in the plus package. But we've already said plus package, so we don't have to say in the plus package, cleanings can't roll over now. To roll over means well, it means many things. But in this case, rollover means unused things can be used later on. A lot of services use this term either as one word or two words to mean. Basically, things never expire. What is that? What is a cleaning here? What is it cleaning? Well, let's say it. Cleaning is is what many companies would call a credit. So, for example, I buy books every month from from another service, and they give me one credit. Basically, they give me a credit every month. If I forget to use my credit, I can use it the next month. So the next month I have two credits because the credits roll over well, cleanings here are credits. And because the price for this package is relatively low, maybe if we allowed cleanings to roll over, then maybe we would lose money. Maybe it wouldn't be good, right? Maybe because we have to pay for the people who are cleaning we have to pay them to clean your house is going to be very expensive. That's why we're able to offer such a great price. And you can explain this kind of stuff. Not in may be too much detail, but you want to make it reasonable. So after you say this beginning part, whatever explanation you need to give, give it be clear, Be specific. Maybe used some of the phrases that we learned earlier in the course, for example about describing a service. Okay, that sort of thing. You can you can use those things, those expressions to clarify why the package doesn't have that. And, uh, maybe maybe you have a paper that you can read that says the features of the package to make it clear. One thing I want to add here is when you're explaining the reasons after you might say something like the plus plan. No, I wrote package. Sorry. Same thing. Package is our best value is our best value. What does that mean? That is when the amount of money that you spend is actually getting you the most. So if you spend mawr, sometimes you're getting some really good things, but it still might not be the best value. But if you're spending this amount of money and what you're getting is really good for that amount of money. Whether you're buying clothes or buying a package for home cleanings, the best value is the one that is maybe a reasonable price, and you get good things for that price. Considering that price, let's look at our well, actually example. And this is the one that I would most recommend when you're trying to push for an upgrade so again, when you're doing more of a sales slash customer service role or just a sales, a sales, a sales role, okay, they're trying to get them to upgrade grade to go to the higher level. Well, actually, we only offer rollover cleanings for members on the premium plan, So this is a way to make them feel like, Oh, I don't have something that I could have. Maybe would you be interested in upgrading? Would you like to upgrade? Would you care to upgrade okay? Or if you can hear in their voice that they're quite frustrated that they're not getting what they want, you might even more confidently say, I would really recommend upgrading, at which point they might say Yes, I'd like to upgrade. I want to be able to roll over my cleanings. Here rollover is used as an adjective, and that's why it's one word. Maybe you're wondering why before I wrote it as two words. Now I'm writing it as one word. That's because, for a lot of phrase, Alvar verbs. If they're used as a noun or adjective, then we say them as one word workout roll over, take off, and then, if they're used more as an action as a verb, then will will make them to separate words. I'm going to go work out. Your plan doesn't roll over or doesn't allow your cleanings to roll over. Two words. After we took off two words, let's look at my personal favorite example. Of course, all of the examples in this lesson are good and totally fine. Otherwise, we wouldn't do them as examples. In this course, all the examples are useful eso look, let's go over it and then I'll explain why I like it. Not quite. If you don't use all eight cleanings in a given month, they will actually expire. So basically, this one is as we talked about before, when we want to give the impression of you might be wrong, but you're not very wrong. And I'm not trying to slap you in the face and say, No, you're wrong in a rude way. So it's simple and yet very soft. If you don't use all eight cleanings in a given month, this is universal. This means any month we talked about that, they will actually expire and expire. This is a useful word. It means to run out. It means to become invalid. If something is no longer able to be used, we often say it expires. We can sometimes use it for food. We can use it for maybe memberships. We can use it for, uh, a password. Ah, lots of different things We use. The word expire that the noun form, by the way, is expiration. Maybe you know that expiration date We sometimes say Anyway, why do I like this one best? Often when we need to say things that are very polite, we have to same or right. We have to use more words to make the person we're talking with feel comfortable. I like this one because it's it's simple. It's very simple. It's pretty short. And yet it is. Sounds very polite. Sounds very natural. This simple expression not quite is, I think, a beautiful phrase for telling someone they're wrong. I think it's really almost poetic. That's just my personal opinion, okay, And this one in a given month makes it very, very clear. There's no possibility for misunderstanding, extremely clear that it doesn't matter. If we're talking about the beginning of the year, the end of the year, next month. It doesn't matter. This is always true. So this will reduce the possibility with this simple phrase, off many follow up questions and having to say well in June. But what about But if you in December of many, many questions that I might have to answer and that could cause more confusion, this makes it clear any month doesn't matter. And yet it's quite simple. They will actually expire. We've used this one before, in the examples we talked about means in fact, in fact, and here I think it helps to give a little bit of force and clarity to the policy. So Sometimes when we want to ST Ah, policy, we can say it will, actually, and it adds a little force to it. It adds a little clarity to it and then say, What will happen if whatever this is about happens in this case, it will expire. Just my personal favorite. I like how this one sounds. I like to read it Sounds good. Our last example is a little bit more detailed, and for this one we're going to try to correct the customer about their misunderstanding. But we're not going to try to push them necessarily one way or the other. We're just going to state the facts and allow them to either stay with their current package, the plus package or upgrade. We're not really trying to push them in this one. You might be thinking of our premium package. Now. That is a way that you could begin to push the premium package if you want to, you could use that expression. You might be thinking of our premium package, but this one is just a simple statement of the facts. That one is actually a bit more expensive, so I'm stating outright directly without trying to hide or be sneaky that if you want that , you need to pay more. I'm being very direct here. I'm being very honest and yet it is still polite. That one is actually a bit more expensive, but you would never lose cleanings. That means that if you're a premium member, you maybe can use cleanings that you didn't use the previous month. They never expire. Okay, so this is obviously one benefit. So you could use this if you were trying to push them one way or the other, but it doesn't sound that way. It just sounds like you're saying what it is. Okay, as long as you are a member, let's say, for example, you cancel your membership, you cancel and you decide not to use our service anymore. Then it's not like you get to have still all your cleanings. You don't get any cleanings anymore if you cancel or you quit. So you have to remain a member if you want to use your rollover cleanings, the ones that you've saved up that you haven't used. Okay, so this is a way to sort of encourage the customer to stay. Let them know that they need to stay, but at the same time, it's okay if you stay with or you stick. If you stick with, stick with and stay with are the same thing and you don't leave. If you stick with the plus plan, that's totally fine. I feel pretty pretty neutral about it. Pretty neutral about it. So all of the examples we've talked about really cover a different focus, the expressions themselves to correct the misunderstanding. They're pretty simple now. Of course, there are other expressions that we could use in this kind of situation. But I think the ones we've talked about for this case can really help you with whatever main focus you might have, whether you're focusing on sales or you're focusing on simply providing information and correcting a misunderstanding or correcting incorrect information. Okay, so I hope those air all clear and remember review. Make your own examples and then to really get them deeply in your mind, record yourself doing a little role play and try to use them naturally without reading anything. Pull them from memory. The more you do that, the more comfortable you'll get with them. Good luck. I'll see you in the next lesson 37. Part 10: Basic Expressions: in the last lesson. We talked about how we can correct customers who may have a misunderstanding about something, and this lesson is actually related to that. But it's it's a bit different in this lesson. We're going to be focusing on how we can help customers who are complaining about something . But in fact the issue is on them. In other words, the customer did something wrong where the customer is to blame for the issue. We'll talk about the case first, and then we'll go through as we usually do. Examples. So we'll look at the case, and then we'll talk about some core phrases. And these core phrases core here means the most important. Really, the most important phrases are going to allow us to tell the customer, perhaps, that we cannot help them, that we're not able to do something for them because they have done something wrong, because maybe they are at fault. Now, later on, in the next lesson, we're going to be actually talking about when we can make exceptions, perhaps when the customer did something wrong and we want to still help them, even though we don't have to. But first we need to talk about how we tell the customer that may be. Maybe maybe we can't. I can't help them. But first we need to know how to politely let the customer know that it is their fault. Now. We don't want to obviously say it's your fault. It's your problem. You broke the rules. You did something wrong. It's you, you you obviously that's not good. We don't want to say this stuff. We want to be able to say this in a way which sounds respectful and polite, but the content, the meaning should be. It's your fault. That's a lot of what this course is about. It's about how we can say things politely, no matter what the meaning of the words. Maybe, And the reason that's so important is that the way you say something is extremely important . You can tell someone that they have ugly hair, but if you do it correctly, if you do it politely, they will feel like you're just giving them a suggestion about maybe a new hairstyle they could have depending on how you say it. It's all about the way I believe that anything can be communicated politely if we say it the right way. Okay, so we'll look at the core phrases and then we'll talk about how to get them to understand. Understand Here doesn't mean understanding the idea. It means understanding the reason. From my perspective, we have rules. We need to follow the rules. Whatever the reason, maybe we need to be able to express the reason clearly so that the customer feels Oh yeah, well, I guess I guess that's reasonable. I can accept it because otherwise, if they feel it's unacceptable, unreasonable, they obviously will get upset. So start with the core phrases we can use to say that maybe we cannot help. And then we'll talk about how we can get them to understand and feel that we're as customer service people reasonable and then, as we usually do well, look at a couple of more detailed examples so that you can get the feeling for how we can express ourselves in this kind of actually tough, tough situation. So here it is. You work for an airline? An airline is a company that provides flights. I'm sure you know that. Ah, furious customer, Remember, Furious means angry. Ah, furious customer wants to change the date on his ticket but didn't sign up for trip protection, didn't sign up for trip protection. Now that means trip protection means if something happens, you're able to cancel your flight or reschedule your flights without paying an extra fee. So maybe you pay $20 $30 When you book the ticket booking means you, you buy the ticket. And because of that, because you do that, you have a little bit more flexibility. Maybe there's some other issue preventing you from being able to to take the flight that you booked. Okay, so he didn't sign up for trip protection. As a result, changing the flight will result in a $200 fee. So if you get trip protection, you don't need to pay a fee. You can change your ticket, reschedule, reschedule. But if you didn't got to pay a fee, if you want to reschedule, those are the rules. Okay, so this is the situation. Maybe he's furious because when he booked, he thought that he could actually change if he needed to, because he didn't carefully read the rules. The terms under the, uh, under the ticket when he was booking it. Perhaps, perhaps regardless, he's not happy, so we should be pretty careful. We need to be careful about the words we choose. Let's now look at our basic expressions. The basic phrases that we need to basically say. Basically basic. Yeah. I can't help you now. Generally, I wouldn't recommend saying that very directly. I can't help you if you want to, You could add. I'm afraid I'm I'm afraid. And then maybe we could add just I just can't help you. All right. So that would be all right if we wanted to really say that we could say it like that, but I want to look at some other ways. We can bring up this reality and explain it to the customer. Well, according to our policy, now, what is a policy policy is a group of rules. Generally, you have rules about what you can and can't do that could be related to the government. It could be within a company. And generally speaking, if you work for a company and you do, for example, customer service, there is a policy about different things that might come up what you can do, what you can't do in this case, if a customer says I want to change my ticket Well, unfortunately, sir, I'm afraid I just can't help you according to our policy. Then you cite the rules. You cite that there are rules in place that stop you from being able to help. Because the rules on the website when you book the flight are pretty clear. Mentioning the policy is often a good idea. Because instead of saying this is your fault, why is it your fault? Because you didn't book trip protection. If you want to reschedule without a fee, you need to book trip protection. Don't don't say it like that. I'm just explaining it directly. So it's their fault. But instead of directly saying it's your fault, say, Well, this is our policy, Okay? According to our policy than explain, we aren't able to maybe change or reschedule flights that don't have trip protection without a $200 fee or whatever it may be following this, you just say what the policy is. You just explain the policy, but what this does is it helps you to distance yourself personally from it so that they're no longer blaming you. it's you who's not allowing me to reschedule. No, it's not me. This is removing yourself. It's the policy, so it's actually quite a useful tool. And to kill two birds with one stone, you're not directly saying this is your fault, but you want to probably avoid when things become a little bit more heated and this customer begins to get quite upset, we might begin by saying, Sir, and this just feels a little bit more authoritative. There's a bit more authority in saying it like that, sir. Then, in this case, maybe a little bit directly. We can say, as the terms on the website clearly state and then say what they state state here means say that means if you were to go to the website and read above the button that says I agree. It would say If you do not have trip protection, you must pay a $200 fee. If you want to reschedule whatever it says, right, so then you would just say that here without trip protection, you're not able to blah, blah, blah, just explain it. This gives it a feeling of strength, as though you're putting your foot down and you're being clear and you're not moving. You're not budging. To budge is to move where you feel like the customer is in charge of you and makes you feel so bad that maybe you do something you're not supposed to do right. And again, we'll talk about exceptions in the next lesson. As the rules clearly state as the term state, as the policy states, these can all be substituted in. These can be used interchangeably. That's fine. Gives this a feeling of formality. I'm really becoming a little more direct because maybe the customer hasn't calmed down yet , and I want to let them know that not trying to be rude here, but there's really no room for arguing. It's useless. You can stop arguing. Basically, here's another example. Another way to say this. The policy we have now doesn't allow that. Unfortunately, this one slightly different because it feels like maybe these are the rules. Currently, I don't know if they will change. I don't know if they were different in the past. It doesn't matter right now. These are the rules and unfortunately, is generally a good way to say. I think it's bad to or I kind of understand how you feel. I'm trying to empathize with you, but at the same time, I do need to be very clear that there is really no room for flexibility. Sometimes what you need to do is just stop the arguing because there's really no point. Nothing is going to change. 38. Part 10: Showing Your Desire to Help: after you've expressed very clearly that this is the policy. These air the rules and maybe you sound a bit firm. You can then go back to being quite gentle by saying something like I wish I wish there was something that I could do. It does two things. One, it helps to enforce the idea that there really is no other option for, you know, other doors are open. The only option you have is to Actually there are two. You could take the flight or you could pay the $200 fee and then reschedule. Okay, so I'm kind of enforcing that that reality that I'm trying to make you understand, but at the same time, it is very gentle and you're showing personally that you want to help. You want to be useful. You want to make the customer feel happy. But for you, there's also no room for flexibility. The policy this could do I wish there was, and then could do is what's called a hypothetical. Ah, hypothetical is something that allows us to think about an idea, explore an idea up here mentally without actually talking about doing it. That's why we use I wish there was something that I could do, which means very clearly that I cannot. Now if you don't want to talk about policy, maybe the case that you're dealing with isn't about policy. You can still probably use this one. You're simply unable to help. For whatever reason, the policy one is, Ah, more specific reason, and it's It's pretty common, but maybe that doesn't apply to you. Well, at least you should be able to use this one. And I would recommend generally using it toward the end to help the customer who's frustrated, who's maybe even furious to help them calm down and perhaps end the call on a good note. If you're getting close to the end of the call, you might say this at the very end. There's just not much I can do here now. This one will not be understood as Oh, so there is something you can do. Probably it will not be understood that way. Generally, when we use this, when it means the same as the one we talked about before, it means that there aren't really any options. The only thing I can do is reschedule and book a new ticket for you. But of course, that will include the fee, right? So it's just a different way to say it. I always like to use the word just in this kind of situation. I think just sounds very friendly. Sounds a little bit casual, and it does sound like you're genuinely wanting to help the customer. You really want to do what's best for them. Maybe if it were up to you personally, you would just reschedule on book another ticket for them without any feet. But is just just not much I can do not much makes it a little softer. What it really means is nothing, which sounds more direct, and you can use nothing. You could say there's just nothing that I can do. It just sounds a little bit final, I think a bit too final, a little serious, almost a little, a little dark 39. Part 10: Getting Them to Understand: We've talked about the different ways that we can use to tell the customer that we really cannot help them. Now we need to make sure that they feel that what we've said is reasonable that were not being unreasonable. So let's look at a few examples getting them to understand or to see our side as well. And we can say that kind of directly. Now, if you're talking with your friends, you might say, Look at it from my side. Look at it from my side. You can also say, from my point of view, my point of view, you could also say perspective or you could say my shoes in queef. We've talked about that expression before, but I wouldn't use that here. I wouldn't use the look at it because it sounds so direct. And I think this is something that you would same or with your your friends. Maybe. Look at it from my perspective, I hope now this, I hope, sounds much more formal and it sounds very professional, right? It is your wish that this will happen. I don't think you should use this one with your friends. That would probably sound weird maybe, sometimes, anyway, I hope you can see where I'm coming from. We don't really need to talk about exactly why we use the phrase coming from. But just know that it basically has the meaning of these perspective or point of view. Except it's not really perspective or point of view exactly. It's perhaps the policy, whatever. It's just the reason that I'm not able to help you. And hopefully, the reason that I'm not able to help you is logical. Policy is, is a logical a logical reason because you're following the rules basically, and that's why we say where I'm coming from. It's just an expression that helps us say my position, basically. And, um, I hope is a way to reach out to them and get them to maybe say, Yeah, yeah, I know, Yeah, I understand because they probably do. Have you ever booked a flight? When you book a flight, that button's pretty clear because they want you to look trip protection. They want you to pay that 25 extra dollars that 30 extra dollars to protect the trip. It's pretty clear usually okay, so hopefully this will get them to say I can understand. It's it's reasonable, it's reasonable. And then they might even apologize. Sorry for getting upset. I'm sorry for being angry. I apologize for shouting at you. It's my bad. Sometimes people will say they'll admit maybe that it is their fault that they shouldn't have become so upset. Well, what do you say if they say that? If they say I'm sorry I got upset, you might say, Oh, it's OK, it's OK. Don't worry about it. Don't worry is to ours. Don't worry about it. You could say Thank you for saying so, but I think these two are probably better. I don't know if this next expression would work here for our flight situation, but it might work in some other situations, and perhaps we could use it here. We think it's a fairly reasonable policy. Now. Why would we say this? We've said the policy. The policy is we can't just change your ticket for you. You have to pay a feat because you didn't get trip protection. Well, this is when we want to sort of defend ourselves against may be an accusation if somebody tells you that what you've just said is crazy Are you kidding me? That's crazy. That's your policy. What's wrong with you? It says something like that. Then you might say this as a as an explanation or as a defense against that comment. We think it's a fairly reasonable policy, and you could go on to say We think it's a fairly reasonable policy and a lot of our competitors. That means the other companies who do the same thing have a similar policy. Let me just say one more thing about this one. Fairly. Here is much better than saying Very why is it much better than saying Very because if you say very it sounds like you're saying, Huh? Our policy is perfect. There's nothing wrong with it. You're wrong. Be quiet. It kind of has that feeling. We say fairly because fairly is a sort of middle level word that's not up here like very and not down here fairly, fairly good. Are you good? I'm fairly good. I'm fairly good at Ping Palm. I'm not the best. I'm around here. I'm not bad. I'm not great. I'm fairly good. So it's much better. I would really appreciate your understanding on this. You might say this one before any comment even happens, Appreciate your understanding. After you say. Well, unfortunately, this is our policy. I would really appreciate your understanding on this. This is quite respectful, a bit formal sounding, and we say would here because maybe we're saying it before the customer has reacted to it before. They've even said what they think about the idea that we can't help them. We can't book another ticket for them. I would really appreciate. Sometimes instead of saying, appreciate your understanding, we would say, I would really appreciate if you could. This is a very polite way to ask people to do something I would really appreciate if you could make a video while you're there, so that then I can watch it later. That's something you might say to a friend. Is it okay to be that formal with a friend? Yeah, I think so. It's OK, but this this really helps us to, um, make the customer feel like they are being respected, and that's important. If they feel respected, maybe they can calm down a little bit, right? That's a good thing. That's what we want. Appreciate, basically, is what we use when we want to express. Thanks. We want to express a feeling of being thankful. Could we say I would really be thankful if you would understand me on this? Uh, no, not really. It's too much to say. It's kind of confusing. This one is much more clear and much, much more common. So don't use. I would be thankful that's not not very natural. 40. Part 10: In-depth Examples: So far, we've talked about the basic phrases that we need to explain to the customer that perhaps we can't help them. And we've talked about how we can try to help them understand the situation so that they feel that it's reasonable so that they don't feel upset or frustrated anymore. Now let's look at some full examples, okay? Some real examples that are in a bit more detail using some of the phrases that we've talked about so far. So I recommend taking notes here. That way you can use the phrase is in your own examples and get a feel for how they're used so that when you use them, it sounds natural instead of strange. The difference between learning and learning through example and practicing is that when you learn through example and practice, you're able to actually use them naturally in the future, which is what it's all about, right? Using a phrase in an unnatural situation or in an unnatural way is pointless. Okay, the reason we offer trip protection now this is this is right after the customer said, Hey, I want to book another flight. I don't want to pay this fee Okay, Well, sir, maybe I could say the reason this is my beginning. Well, sir, I can always add that. Well, sir, the reason we offer trip protection is so that when such things come up, okay, such things. What are such things? Such things as what? You're complaining about such things as you not being able to get on this flight and needing to reschedule that kind of thing. When such things come up, you can easily change your dates without incurring Ah Fi dates here means flights. So sometimes when we talk about rescheduling something, rescheduling a flight, rescheduling a ticket, a concert, a meeting, whatever you can easily reschedule or change it could use either one your dates without incurring a fee to incur something is sort of like passing through a door that then maybe because you have metal in your pockets, goes beep, beep, beep. Well, think of it like that. That's kind of what incur means, but it's often about money, often not always. So if you incur a fee, you're sort of going through the door, and the BP beat means give us $200. Basically, you've incurred ah fi. There's just not much I can do in this case Notice. I'm saying this at the end, not the beginning. If I say this at the beginning, they might not listen to what I explained before. So I'm trying to explain it by first just laying out the reasons and then using the expression at the end. There's just not that much I can do in this case, since you elected not to have trip protection. Now I'm not saying here that this is our policy. Maybe I have to say that after the customer then says, but But But But But and complains, maybe then I can say I'm sorry, sir, This is our policy. We feel this is a reasonable policy or a fairly reasonable policy. So the structure here is situation is explained. First, I explain the reason, the purpose. So then it's quite obvious if you didn't do this. It now leads me to say this, which is basically telling you I can't help you. In this case, I'm not able to help you in a more polite way. And then we add, since now this could be left out, we could just say there's just not much I can do in this case, we can stop there, but I want to emphasize it a little bit. I want to stress it. I want to make it impossible to misunderstand. Since you elected, elected here means chose. Since you chose or elected, it's just a more formal way to say it. You can use either one not to have or get or buy trip protection. So the structure here very clearly is number one. I tell you what the service is. Trip protection, what it's for, then I say, Can't help you. Then I say very clearly. So there's no misunderstanding that you didn't do that thing that I described in the first part. You didn't do that. And that's why I can't help you after this. Hopefully the customer will say, Yeah, I suppose that's reasonable. Next time I'll get trip protection. Then we can start talking about the next step, which might be so. Would you like me to book a new ticket for you? Yeah, I guess I'll just pay the $200 fee. Thank you. Which date would you like to reschedule your flight to? Then we can talk about the details of that using some of the other things we've talked about in this course. So pretty logical. Hopefully. Okay, next example. I wish there was more I could dio, but unfortunately, it's our policy to Onley Change travel dates without the fee for passengers who signed up. Make that look more like an s passengers who signed up for trip protection. I think this one is very simple here. The structure is first. I state my desire to be helpful. I state my wish. I say my wish that I want to help. Then I say that I'm not able and it's not some because because I hate you. It's because of the policy because of the rules. And then I say what the policy is. So this is what we talked about earlier. The policy is that we do this but Onley four customers who have trip protection. So this is a slightly different structure, but I think it's just a good just feels a little different. It starts with that earnest wish to be helpful, the desire to be helpful, which I think is probably comforting. Okay, so I like this one actually, quite a lot. Um, this one unfortunately, doesn't mean the policy is unfortunate as though it's a bad policy. It means that it's unfortunate that I have to tell you that I can't help you. You want me to do this? I can't because you you sir, didn't sign up for trip protection. It's your fault. Don't say that. Don't say that, OK, It's our policy to Onley means we're able to do this. But in specific cases, then I'm going to say which kind of case okay only for passengers who signed up for trip protection. So I think this one is even simpler than than the last one, and I think it depends on depends on the situation. I think it depends on the customer that you're talking with, and you have to be ready with either one. You have to be ready to sort of mix and match, depending on who you're talking with. Finally, let's look at one more example that's kind of a blend or a mix of the previous two. It has a similar structure to the 2nd 1 where we say that we want to help, and then we state that there's a policy that prevents us from helping and then we explain further so similar structure. But I'm going to add a couple phrases to the end just to make sure that the customer really understands and feels that my explanation is reasonable. And in fact the policy is reasonable. The reason is reasonable. We could say that too, if I were able to adjust your flight without the fee. Believe me, I absolutely would. You could change this. You could say off course without a doubt. Without a doubt. Of course. Believe me. Okay, These can be substituted in if you want. I absolutely would. This is very strong. It's similar to the one in the previous example, but stronger. We're really trying to emphasize or stress our desire to help our desire to make the customer feel happy before we then contrast that to the inability to do that due to the policy, we want to be careful not to say the policy is bad. You don't want to do that because then you're criticizing your own company and that can cause more problems. So don't do that. But it is OK to state the desire to help. And then the clear fact that help is not possible. There's nothing that can be done, so just be careful about going too far. Don't go too far, okay? I absolutely would, however, however, but you could say, But according to our policy, according to our guidelines, according to the rules, we can only do that. That looks like a D. That's not very good. That's not a very good why I'm gonna rewrite this. We can on Lee do that for customers who purchased trip protection. That's the same as our previous example who purchased trip protection. I'd really appreciate your understanding on this, Okay, so that's the way to emphasize that we would like the customer to look at this from our point of view. I'm helpful. Person. I want to help. You can't help you. Can you understand? Is that reasonable? Hopefully, they say yes, even though they won't be happy again. There's just not much I can do that. We didn't exactly say there's not much I can do before, but sometimes using again is a way to stress something and put it in a slightly different words. This part is saying it for the first time. If I could, I would okay again there's not much I can do well, that that is kind of the same thing. So we can still use again here. I think this one is extremely friendly. I think it's very respectful, and I think it's a very good one for making sure that after we say this, the customer feels at least okay, At least they feel like they're not getting cheated or something, even though they might still feel a little frustrated. As we get closer to the end of the course, I hope that your getting deeper into your practice habits that you're learning the expressions from each lesson from the examples that we talk about and then you're actually putting those into practice, and then you're actually as a way to really deeply understand them. You're actually trying to use them in role plays, either with yourself or a friend, and then you're listening to those role plays played back, perhaps on your phone, so that you can then point out where you might make improvements. That sort of flow and loop for each lesson is really important and getting into the habit of doing that, whether you're learning stuff from this course or other courses is, I think, an extremely important part of the learning process. It's not only about sitting here and watching these lessons. Do you think if you just watch these lessons one time and then go off to your job, where you need to talk with angry customers that the expressions air just going toe pop up suddenly? Probably not, unless you have an amazing memory. So really, make sure you practice it's very important. Do the, uh, examples your own examples? Try to fit these into your own situations. Do the role place. It is important. That's why I always say it very important. OK, I'll see you in the next lesson. 41. Part 11: Case Overview: in the last lesson, we talked about how to tell a customer who's having an issue, that perhaps we cannot help them. For some reason, maybe because of a policy in this lesson, we're going to focus on something quite similar, going to talk about how we can make exceptions to those cases. That means maybe there's a policy that tells us we shouldn't help this customer because maybe they did something wrong. The issue is on them, but we also know that if we tell them no, they may leave forever and not come back. Go to another company that's called loyalty. So sometimes making an exception means saying, Well, we have this policy, but sometimes I need to go against the policy or any to help a customer pass through the policy as a way to keep them as a loyal customer to make sure that they're still loyal to this brand or this company or whatever. So we're going to look at the case and then we're going to talk about some basic phrases, basic phrases, and then we're going to go through some more in depth, specific examples how we can make exceptions even when there's a rule or a policy in place as a way to make sure that customers continue to be loyal, which is of course, very important to any company to any brand. So let's look at the case first. Let's just read through it and talk about what it means exactly. So mobile phones All right, that means Ah, cell phone. You work for a company that sells mobile phones. You're given some discretionary power when it comes to making exceptions. Two rules If you feel as though it will benefit customer loyalty in the long run, a customer calls about a phone that needs to be repaired, and it is 30 days past the warranty period or the warranty expiration here you've decided to make and exception. So let me explain a couple things here before we talk about the phrases 1st 1 discretionary power. That sounds kind of serious, right? If you have discretion, it means there are times when you're allowed to make an important choice, you've been told, perhaps by your supervisor or your manager. Hey, if you ever feel like a customer is going to be lost if you follow a specific policy and refused to help them, even if it's their fault, Go ahead and help them. You have the power to decide to make that judgment. That's called discretionary power sometimes or making a judgment we sometimes just say, making, making a call. You're allowed to make the call on that. Maybe you only get a certain number of those. For example, for a year. You're allowed to do 10 for the whole year. I don't know different. Different companies have different rules, but if that ever happens to you as a customer, it feels very good. Feels very good. Okay, when it comes to making exceptions to rules, if you feel as though it will benefit customer loyalty, remember, customer loyalty or brand loyalty means that the customer wants to stay with this company and the last class we talked about the guy who wants to reschedule his flight well, it's the policy that we're not able to do that unless you pay a $200 fine. There is a small chance that he will not book flights with this airline anymore, even though it's his fault. So sometimes exceptions can be a very good thing. Okay, now his situation is that he has a phone that's broken, but it's past the expiration of the warranty now. That means basically, when you buy something, you have a period of time. Sometimes it's a year, sometimes it 60 days. Sometimes it's 120 days. And in this period, if whatever it is that you bought breaks, you can get it fixed. Maybe it'll be fixed for free. Sometimes. If you spill water on it on purpose, it's your fault you can't. But anyway, this person is here past the expiration of the warranty. So actually, if we're following the policy, we should say, Well, I would really love to help you with this but unfortunately, our policy says that we're not able to because you're past the warranty. I'm so sorry about that. That's what we probably should say. But in this case, we feel like doing that will cost this company a customer forever. And so we're going to make that exception. Okay, so I hope the case is clear. Now let's look at some of the specific phrases that we can use to express. We're talk about making exceptions, and then we'll go through the more specific examples 42. Part 11: Common Phrases for Exceptions: So now that we understand the case, let's look at these phrases that we can use to make exceptions. Well, obviously, the basic phrases make an exception. I can make an exception. I would be willing to make an exception. We often say I could I could I would B. And then you could say, either willing or able. Now, if we want to make it, even Mawr to make it sound more special, we might say I I might be able I might be able to make an exception in this case because you've been with us for so long. Then you could make an expression to talk about why you're making the exception. Because remember, the goal is to keep the customer to make sure they remain loyal. So you want to say why you're doing it? Well, you're a very valuable customer, tow us so I might be able to make an exception. Now, if you say I might be able to, that probably means that you can. Sometimes you can use that before you double check maybe with your supervisor. But generally speaking, um, if you say I might be able to, you're going to get their hopes up, customers hopes will be up. And then, if you say, Oh, sorry, I guess we can't well, that's even worse. So generally, don't say this unless you're pretty sure that you can make the exception. Okay, we could say, I think I can make an exception. I should be able to make an exception. I'm pretty sure I can make an exception. I'd like to make an exception. Okay, all of those work those air. All fine. OK, now let's look at the next one to give you some leeway to give you some leeway. Now, leeway here is room or extra space. So if you have a rope, let's imagine that this is a rope and you have a person standing here and a person standing here. If the rope is very tight, that's because there's no maybe leeway in the rope. There's no slack in the rope. If you give someone some slack, that means you give them or which allows, maybe the rope to go down here because maybe there's more rope back here. Whatever. Give me some, give me some slack. So that's generally the idea. If we're just past the expiration of the warranty the end of the warranty period often call that the warranty period for past that, uh, by just a little bit. Then we might say, Well, I I think I will be able to Then we could either say give you some leeway or cut you some slack. And this one is a little more formal sounding. This one is, um, it a little less formal sounding. It's a little more casual. Okay, this one is probably the most common one, and I would recommend if you can't really remember which one to use. Just go with this one because it's so common. And these two, which have basically the same meaning, are okay to slightly different feeling. But generally, leeway and slack are used in the same way you can put in the pieces that you want, and then after it or before it, you can give the reason. I think that's very important to remember. It's very important, I think, to say why you're making an exception, why you're cutting them some slack because they're good customer. You want to say that clearly. What phrases can we use when we're making the exception to make sure that the customer feels very special. This happened to me one time. My phone's home button stopped working the button on the phone, and the customer service representative didn't have to really do anything for me because the phone was passed. The, uh, warranty period. It had expired. And so she could have just said, I'm sorry passed that period and it looks like it was damaged. For some reason, we don't know what happened. She could have said that. Instead, she made an exception, and she made sure she made sure to use. I believe she used a couple of these phrases here when she was explaining it to make sure that I knew that it was a special thing, that they didn't do this for everybody. And this is very important. It's a very important part of giving the exception or making the exception, making sure the customer knows how valuable they are, making them feel special, making them feel like you really, really want them to remain as a customer on the thing you're doing for them is very special . That's generally quite important that can that can leave a lasting impression. It gives them a feeling of the customer gives them a feeling off. Wow. This company is more than just a company. They have values. They care about me. They want me to stay. Yes, I know they want my money, but they're willing to go the extra mile or go above and beyond in order to keep me. Wow, that's great. So in my case, they replace the phone. They gave me a completely new phone, and they didn't have to do that. Okay, So actually, this example that we're talking about in this lesson is based on that experience, I feel like it's a pretty good example. Okay, so let's look at these phrases now. We can used to accomplish that. We usually don't do this. This is very simple by saying this. You're saying this is a rare thing. This is rare. Does not something that happens often. You're lucky we really want you to stay. We like you. Okay? We usually don't do this. And sometimes then you could say what you usually do. We usually don't do this. Usually when phone is broken and it's past the warranty period, you have to get it fixed at your own expense at your own expense. So you explain what generally happens, then you make the exception. That's a good technique. I'm going to waive the now. In the case of our previous lesson, we talked about the person who was upset because they didn't want to pay the $200 fee, too Schedule or book another ticket schedule another flight. We could say Wave here. Wave means to remove something or not pay attention to something that should be there to just decide to not do it. And usually it's a fee or a rule or a deadline or something like that. So for that when we could have said, I'm going to waive the $200 fee, we don't usually do this, but we really value you as a customer. And I'm going to book you a new ticket at no extra cost. Wow. Okay, in this case, maybe we usually don't do this. I'm gonna waive the warranty rules and then say the action that happens after that. So we will fix your phone at no cost to yourself or something like that. And we'll look Atmore specific examples later on. But the basic idea is who you're special, and they are right. Okay, I've been authorized to give you or make an exception. I've been authorized to give you maybe a voucher for a free repair in one of our locations . So then you give them maybe a ticket or something. Maybe it works like that, or I've been authorized to make an exception in this case and have our team repair your phone free of charge. You only have to pay for shipping. Authorized means that it's not just me who's saying this randomly. I have the power of the company behind me. The reason that this one can be very good is that it does suggest that in other words, it's not just this customer service person who is very nice and doing a wonderful thing for me. It's this customer service person you as a representative of the whole company, and it's the company that has given you the power to do this. So I think that's a really good one, because it has that meaning tied into it. So these are quite powerful phrases. Now let's look at some specific examples 43. Part 11: In-depth Examples: We've talked about the specific phrases that we need to make an exception, but now we should look at how we can use those phrases in a real life example in a more detailed example. So let's let's look at the one that's most similar to the case that I described, which happened to me with my phone. Okay, so this is this is really, really, really Because you were under the impression that the warranty extended another two months and because you're a loyal customer, I'm going to make an exception and actually send you a replacement phone. So this one sounds pretty natural. We've started out with very clearly two reasons. So we say the reasons first, okay? And then we say the action. We're going to take pretty simple reasons, action and the phrase that we use what we talked about at the beginning of the class with the phrases right there before the action. So it's sort of like the expression stands at the middle point between the reason and the action, and you could flip it around. You could say action first and then reason. I think the reason first is maybe a little bit better Because if you give the reason first it makes the action make total sense immediately and it really sticks with you. But either one, I think, works under the impression means I was wrong. Like the previous lesson we talked about with the man who wanted to change his flight. I was wrong. I thought that the warranty extended another two months. I was incorrect about that. I was under that impression. If you're under an impression, it means that's what you think. You think that you think that although it is incorrect, sometimes not always, you could be under the correct impression. I suppose actually here you could believe it. You could take it. As you know, by now, I feel that actually can sometimes make what you're saying sound more friendly, more natural, more conversational, certainly doesn't have to be there. You could replace this with. In fact, if you want to make it sound more formal and in fact send you a replacement phone, Okay, You could say the other actions as well could say fix it for you. Whatever it might be, you can put anything there. So this one is pretty simple. This second example, is a little bit more complicated in the structure, but overall it's it's pretty simple. We start with since give the reason and then we say the action. And then we add something to the end to remind the customer that in fact they were wrong. So sometimes it's a good idea to remind them that they had the wrong impression or to remind them again that you're not supposed to really helped them. You don't have to be doing this. It's an extra thing. You're going the extra mile. So at the end, we've added a little reminder. Hey, this is special. We don't usually do this. Okay, since you've been with us for so many years, that's the same as saying since you've been so loyal since you're such a loyal customer saying since you've been with us for so many years and we really value that loyalty now, this one is just emphasizing the loyalty with us for so many years. We value that loyalty. Basically, we're just saying we know that you've been a customer for a long time and that is important to us. So it's really focusing on this point, and we're not even giving another reason. We're being extremely clear. The main reason we're doing this is to make sure you continue to buy our products. I'm going to waive the repair fee for you even though you're over the expiry date. Okay, So the even though part allows us to then add that piece which says, you're you're wrong. Well, maybe that's maybe that's a little too direct. It allows us to add that piece that it's sort of like saying we don't have to. This is extra. Okay, So between the 1st 1 and the 2nd 1 I think they're both very clear. I personally prefer the simpler style of the 1st 1 The basic structure. This one really focuses on the loyalty part. So if you want to do that and then add a reminder than this one would probably be better. But honestly, I think they're both. They're both very good. Just depends on who you're talking with. I think it depends on the situation. And remember, you have to be thinking about how you can adjust, adapt and apply the phrases that we're talking about to your own cases, to the situations that you face and the customers that you need to deal with. These expressions that were using are very general. You should be able to use them and apply them in lots of different situations. Next example. Let's just read through it and then we'll talk about it a little bit notice in this one that we're going to use the word authorized as we learned earlier. So let's just let's just go through it. Well, we don't usually do this, but I've been authorized to send you ah, replacement phone. Just to be clear, the reason is that you just barely missed the warranty expiration. And we really don't want to lose you as a customer. Okay, So just to be clear, here is a way to be very direct when you want to be very direct. Sometimes it's necessary to not speak indirectly, not speak to casually, but just incredibly, directly. Say what you mean, But you still want to sound pretty polite. Well, this is often the best way to do it, not only in this case, but in many, many situations. Just to be clear, I really don't want to go. Just to be clear, I'm on Lee going because I promised to just to be clear. The reason is that you just barely missed the expiration we could take out just here. If we don't want to say just twice, just to be clear, the reason is that you barely missed. What that means is you're almost inside of the warranty period, and if you were, then the phone repair would be free. You are not in that period anymore. But you're very close, and we're going to make the exception because you're so close and because we don't want to lose you now. This might sound a little weird to some people, and I think it depends on how you say it. Your tone of voice. It has to sound, I think, very genuine. G N u. And you remember that means very rial has to sound very riel when you say it. If you don't want to say that you can replace that with anything else, we want to make sure we want to make sure that you are satisfied with your product so you don't have to talk about the customer being valuable. If you don't want to, you can talk about satisfaction. You can talk about other things. I'm focusing on that a little bit in this lesson, but whatever you want to put in here is okay. We want to make sure you're very happy with your products. We we know that it can be frustrating to have phone damage on ditz so close to the expiration. Whatever you want to put in here should be fine. It should be based on the context. Of course. Okay, well, here. I've just added that that's not necessary. We could take that out if we want to. We learned this expression. We don't usually do this. Remember, we use that one too. Make sure the customer knows this is a special thing. Now I say that I have permission. And then here we're giving ourselves the chance to very clearly explain the give the explanation for the, uh, the exception. And here, whatever you want to say honestly, in the last example for this lesson, we're going to empathize and use that as the reason for making the exception Personal empathy. Sometimes you may want to frame it that way. How you frame something is how it's maybe presented to others. You may want to frame it that way as not the whole company but me. I understand you because of that feeling that I understand because I empathize with you. Remember the word empathy, empathy to understand others. Because I empathize with you. I'm going to do this for you. I'm going to make this exception. So how can we do that? How can we make that the reason? Well, let's look at the example. I think I can give you some leeway here. This is a period, if you can't see it very small. We certainly don't usually do this, but I condemn Finitely. Understand how frustrating it must be to have broken your phone so close to the warranty deadline. Okay, so at the beginning here, nothing special. We learned this phrase. I think I can give you some leeway. Remember, we can say I should be able to I am able to I think I can. But once again, I want to mention I want to emphasize that if you say I think I can and you absolutely don't know. You don't have authority to do that. You probably shouldn't say this. Okay, Don't get their hopes up. Be careful about that, okay? I think I can give you some leeway here. I think I can cut you some slack here. This would be after we've told the customer. Unfortunately, due to our policy due to our policy, we are not able to repair your phone for free because it is past the warranty period. Ah, that's so frustrating. That's really disappointing to hear. Let me check with my manager. Are you still there? Yes, I'm still here. Okay. Well, actually, I think I can give you some leeway here. We certainly don't usually do this, but I can definitely understand how frustrating it must be to have broken your phone so close to so near the warranty deadline. So in that case, it comes after the, uh, bad news. We've said the bad news. We've said the policy. We can hear the disappointment in this customers voice. We can hear it. So we've decided to check with maybe our supervisor manager Or maybe just make the decision or maybe say, could you hold on for just a couple minutes while I check some information? Okay, then come back and say this, Then give the reason of not the reason so much the explanation of I understand how you feel , and that can be sometimes more powerful than saying something like, We value your business or your an important customer to us So this one is good because it's on the personal on the personal level. But notice that the structure is basically the same, starting with, um, what we're going to do right? And then making the customer feel special, an expression we use to make the customer feel that they have really something that people don't usually get right. So that makes them feel valuable. So they do know that it's because we value their business, although we're not giving that reason in words. But they can feel that from this expression, right and then a statement of empathy to show that we really understand their feeling and we're connected. And you're not just talking to a person who talks to, ah 100 people every day. You're talking to a person who has a phone and knows what it's like to experience this kind of thing. Okay, when it's so close, it must be so infuriating. It must be annoying. Frustrating means it makes you a little a little angry. Hopefully all of those examples are quite clear. Hopefully, the expressions for making exceptions are also very clear. Make sure to practice them, make your own examples and then try to insert them into free flowing role plays. Record them. Listen to yourself, repeated, repeated, repeated until it becomes easy, natural and ah, habit. See you in the next lesson. 44. Part 12: "Anything else?": Finally, you've made it to the last riel lesson of this course. You've made it this far, so congratulations. I hope that you've enjoyed it. I've certainly enjoyed it, and we still have a couple more things to learn. So let's jump into that now. At the end of a call, what happens? You have to end the call. Let's assume you've dealt with the customers issue whatever it may have been. Okay, we need to perhaps do a couple things. We don't need to always do all these things. It really depends. We're going to talk about how we can ask the customer if we have resolved all the issues to make sure that we have and they don't have any other questions. We're going to make sure to let them know that if they need more help in the future, they can come back and call again. Okay, we're going to talk about some different ways to say you're welcome. Maurin Less formal ways to say you're welcome. Some very casual. We're going to mention a survey, which is at the end of some calls. It's basically answering some questions about you and the experience, and then will give a couple of examples of how to actually end the call and say goodbye. All right, so let's get started and see if we can ask the customer if we've actually resolved all their issues, the main issue has been resolved. But what if there are other things? What if the customer leaves the call? Still feeling confused about something or with some questions in there? Mind. But we need to make sure that there aren't any questions left. We need to make sure that all issues have been resolved, right? So we simply ask. We might say is, Is there anything else I can help you with? And then many people will add today. Is there anything else I can help you with today? Is there anything else I can help you with today? This is probably the most common, so simple, right? Very simple. We could also say, Has the issue been resolved to your satisfaction? Now, this one to me sounds much more formal. And I think this one is way more common. This one is way more useful. In most cases. This one sounds like a survey question, but you could say it to make sure that this issue is resolved. You're not here asking about other issues. You're just asking about the one that we finished resolving whatever it may have been. Was there anything else you were calling about? This 1 may sound a little strange to you. Was there anything else you were calling about to past tense verbs in the past tense? Why? Well, this is American thing. We often when we want to say things a little less directly we say was and were. And we're actually talking about now because we're talking to you now, but it really sounds a little more friendly. Sounds a bit more casual, and it sounds less direct. When we're inviting a friend somewhere. We say, Hey, I was wondering. I was wondering if you'd like to have lunch later. Yeah, sure. Sounds good. Where were you thinking of going? Well, we're talking about something that we're going to do in the future, and we're talking about it now. Why use the past? It's really just about the feeling. Okay. We really need to create a feeling of friendliness and especially for Americans, American customer service. This is a common way to do that. okay, We could also say, Can I help you with anything else that's very similar to the 1st 1? But it's so simple. That it might be almost to direct might be too straight. So I think Is there anything else I can help you with? Today? Sounds a little bit better. Can I? Also sounds a little bit more straight. I don't quite like that. One is much. Of course, we can mention questions do or did, because we can use the past tense to you have Have any other questions I can help you with ? Did you have any other questions I can help you with? Do you have any other questions I can help you with? I don't know if you can feel that, but this one to me when I say it sounds a little less direct and a little friendlier. OK, so these are the common things that we can say when we want to know if we have actually resolved all the issues. Pretty simple. So I'll see you in the next video 45. Part 12: Future Issues: Let's talk about how we can make sure the customer knows that anytime they have an issue they can call back. Now, of course, they know that. But still, it's a good thing to say. It's a very friendly thing to say, and it can give the customer the impression that we are very eager to help. And it's not an inconvenience that they've called and asked for help resolving an issue. If there's anything else we can do, or if there's anything else we can help you with, that would be fine. You could put help you within their If you want to help you with, that's fine. Please don't hesitate to give us a call. If you're a one man business owner and you're the one who is going to be dealing with everything, then you might say if there's anything else I can do or if there's anything else I can help you with, Please don't hesitate to give me a call, so we just change out we and us with I and me and otherwise it's exactly the same. This is pretty common. Another quick example. If you need anything further, let us know this is simpler. We're not talking about calling for, let us know, but it suggests that obviously it means that okay, anything further means more than what you had an issue with before. If you have any other issues, that would be what further is referencing. If you need anything further, let us know. Okay, let us know or give us a call or we could give options. We could say Send us an email or give us a call. Send us an email or give us a call and you might see this written on a website, maybe on the part that says contact on a website. You click on that. It might have a phone number and an email address, and above that, it might say, If you need any assistance, help, please give us a call. If you need anything, please let us know. If you need anything. Please give us a call or send us an email. That's fine. All of those are okay. Sometimes for a call, there's a There's a less formal way to say it. Drop us a line now drop me a line or drop us. A line means to call, but it's really informal Just to be very, very clear. I'm not recommending you use it. This is just and f y I f y I means for your information. And I'm not suggesting that most people use drop us a line. This sounds too casual, I think. Too casual, very casual. 46. Part 12: Ways to Say "You're Welcome": Let's now look at a couple simple ways to say you're welcome. If the customer says really Thank you so much for helping me. I really appreciate it. You've been so helpful. Thanks a lot. You resolve my issue. Thank you. All of those things are things the customer might say. You bet. Now this I want to be very clear is very casual. Very casual. I'm not recommending you use that off course. This one is on marking this with a B, both casual and formal. You can use it in many situations to say you're welcome. Thank you so much. Of course, it's not really casual. Not really formal. Okay? Sure thing. This one is definitely casual. I wouldn't recommend saying this one necessarily either. Unless you have a very friendly relationship with the customer. And you feel like you're in a sort of casual, relaxed dialogue. The conversation is that way, then OK, maybe you can say Yeah, you bet or sure thing. Right. But again, these two are very, very casual. I would recommend, of course, I say, of course, most of the time, I also say very often I say, Sure, now I do want to just mention something. If you say just sure, then it's not so casual. Thank you so much. Sure, sure, that one is more like, of course, so if you say sure and I'll write that down here, that one would be a B. That one would be, I guess, of both. Maybe I should use end for neutral. But whatever, Of course, ensure sound good in most situations. Sure thing then changes. The feeling changes? Absolutely, absolutely. This one is more formal. Generally, people don't use absolutely so much with their friends. It's less casual, so this would be great for dealing with the customer, Customer says. I really appreciate it. You can say absolutely, absolutely. Thank you so much. Absolutely. Now these? You bet. Of course. Your thing. You kind of have to say with that bright tone, this one, you can say pretty straight. Absolutely, absolutely. You can say absolutely, but I think with a flat tone with a straight tone, it's maybe a little better and sounds a bit more formal. This one is quite formal, and this one is Maura, about hearing good news than it is about saying you're welcome. But if somebody says I'm so happy. That's kind of saying thank you. Write that, showing your gratitude, showing your gratitude, showing how thankful you are and they say, an emotion. Well, if they say I'm so happy than it would be weird to say You're welcome It would be weird to say Of course, it would be weird to say Absolutely, because they say I'm so happy But again, saying I'm so happy I'm so satisfied. I'm so excited saying those things is kind of like saying thank you because they're showing that excitement there, showing that happiness. They wouldn't be saying that having that emotion if they didn't feel thankful, Probably so we can say Glad to hear it when we're not exactly saying you're welcome But we're still kind of recognizing the happiness that this is when you really, really need to remember, because it's for those situations. When the thank you takes on a different form. Glad to hear it. Glad to hear it, very common. OK, my pleasure, my pleasure. This one is quite formal. This is when you do something really big for somebody, you help them do something that's quite difficult. It takes time. It's more than you would normally do. You've gone the extra mile and they feel so thankful. Then you might say It's my pleasure. This is not something that friends will say to each other. Hey, thanks, Steve. Oh, it's my pleasure. It's too formal. I use sure, probably. And of course, most often I think these were the two most common ones for me in my daily life. Let's look at a couple more expressions for saying you're welcome. Similar to unhappy. To hear that, we might say happy to help. But this one could also be used for You're welcome. So thank you so much. Happy to help. Happy to help. You can replace happy here with glad g l a d Can you say I'm glad to help. I'm happy to help. Yeah, you can. I think a little bit more. A little bit more formal feeling. But let's make a little tiny little tiny see there because you can use it casually to no problem at all. No problem at all. Now you don't have to say at all. You could leave that out. You could just say no problem. You could also say not a problem if you say not a problem. This one is very casual. No problem at all, I think fits in both the category of both. You could say in a very friendly way. Thank you so much. Oh, no problem at all. No problem. But with your friends, you might do something for them and they might say how thanks. And you say No problem. No problem at all. Now I think adding at all makes it sound a little more formal and saying just no problem makes it sound a little more casual. That's just my feeling. Eso maybe for customer service, this one, the whole expression. No problem at all is a little better. You're very welcome. Your very welcome. This one is when you want to sound very genuine. It's like saying you're welcome, but it's adding that feeling, that genuine feeling to it, and you have to say it in a genuine way. You're very welcome. You actually want to probably stress stress. Focus on with your voice. Very. You're very welcome. Your very welcome. Now, could we say this one casually? Probably not. Not as common, but I suppose you could. It's definitely, definitely more formal. Okay, I'm pleased I could help. Wow. Okay, this is similar to happy to help, right? Very similar to happy to help, but it is more formal. I'm going to do to EFS for this one. I'm making up a rating system here for I'm making up a very silly rating system for saying you're welcome. This one is to efs. I'm pleased I could help. Sounds kind of like it's my pleasure. It's that very formal one. You could use that if you want to sound very respectful. If you want to sound a bit more serious on, you don't want to show a lot of emotion. That's totally fine often depends on the tone that you use. 47. Part 12: Mentioning the Survey: for the end of the call. We've talked about how we can make sure that we've resolved all the customers issues. We've let them know that they can call back if they have any issues in the future. And now we know how to say you're welcome in many different ways, or at least acknowledge the customer is happiness if they feel if they feel happy, I'd like to talk about something that isn't true in all calls, but is true in some. There may be a survey now. Sometimes the prompt for the survey is automated. That means it's a robot voice right saying it and the robot voice might say this. But if the robot voice isn't saying it may be, you have to say it. What do you say? Please remain or stay on the line? That means don't hang up. Dont hang up. It might be more common on the phone to say complete or finish instead of fill out. Sometimes fill out is used more for a written survey, your answering the questions about whether or not you were satisfied with the service you received. Maybe you rank from 1 to 10. How, while you feel the customer service person did how well your issue was resolved, whether or not your overall satisfied whatever the survey questions, maybe this is General, and this is I guess it could be done on the phone. But for for the paper type away to ask the customer to remain on the line and complete the survey and amore natural way Amore. I guess we could say human way would be something like this. If you have a moment. If you have a moment, please take a few minutes to finish the survey about your experience today. We could replace this if we want to with if you can. If you can. We could also say, If you don't mind, please take a few minutes. Please take a few minutes or we could make it more personal and say, I would appreciate. That's a very personal thing I would appreciate. I would appreciate if you could take a few minutes to finish the survey. About about what about your experience today to make it clear that it's about what I did and the issue that you had and how you feel overall about my job of helping you resolve the issue in this last example for mentioning the survey we can use by the way to transition or move from one topic or one thing to another. It's a great phrase to no great phrase I love using, by the way. So maybe I've asked you if I have resolved your issue and you've confirmed that I have. You don't have any other questions. And maybe you've said thank you very much. I really appreciate it. And I have said, of course, of course. Or I'm happy to help or whatever I say. And then I want to mention this to change that and switch from telling you that you're welcome. I can use by the weight. By the way, you may receive a surveyed by email asking how you felt about this call. Then you could use the one we talked about in the previous example. If you don't mind, I would appreciate. If you don't mind, I would appreciate if you could take a few minutes to complete it. If you don't mind now, this one, you may receive a survey because sometimes you get the survey, and sometimes you don't and maybe I, the customer service person don't know whether or not you will. So I just want to prepare you for the possibility that it might show up so it could be random May or may not happen. Maybe it's random. Okay. And then this is what the survey is about. Asking you how you felt about this call or what we talked about in the last example about your experience today. Whatever we want to say here we can say so this one. It's a great way to move from one topic to another. You can use that in all areas of life. You can use it in many kinds of conversation when you want to start talking about a new thing and sometimes we add Oh, first Oh, by the way, do you remember? Oh, by the way, uh, I forgot to tell you. So sometimes we use that when we're talking with friends, but we can use it here, too. It's not formal. It's not casual. It's just a nice way to transition 48. Part 12: Before You Hang Up: Okay. Finally, let's talk about how we can say goodbye. Can you say goodbye? Can you say bye? Yeah, you can say good bye and bye. But it should be the very last thing that you do. Just a second before you actually hang up the phone. You don't want to just suddenly say by Okay, So if I say if you get a survey by email, I would really appreciate if you could take a few minutes to fill it out. Oh, yeah, sure. By don't do that. You have to say something and then right at the end, say by or say bye bye or say goodbye Or one of the other phrases that we'll talk about. You don't have to say this. So let's talk about how we can make that goodbye. Comfortable so that it's not so sudden. We thank the customer for calling. That's how we do it. And then we wish them some something good. A good day or or whatever. Let's look at some some examples. Okay. Thank you for calling. And if you want, you can put company name here. Thank you for calling. You don't You don't have to say that But you could. If you want to put the company name, put it there. Thank you for calling phone light microphone phone stand camera. It's the name of my company, Um, and have a great day and then you'll hear them say, Hopefully you too. You to is a way to say, Have a great day to It's not about thank you for calling. It's about this. Have a great day. Parts very common to wish someone to have a good day. Very polite, very nice, right Then after they say you to weaken, say good bye bye, then hang up then it's natural. It feels good. Okay, we've prepared them for the goodbye. It's not sudden, it's not jarring. We don't want to make it jarring. Jarring means it's kind of surprising and uncomfortable. We definitely want to avoid that. We've done so well up to this point, if we ruined the feeling of the customer, the emotion of the customer, the relationship with the customer, right at the end with a very awkward goodbye. Well, then we've ended the course on a bad point, and we've ended the call on a bad point, so we can't have that so that's one way to do it. We might also say I I really hope you have a wonderful And if you want to add rest R E S T , that means the remainder. Maybe it's morning or afternoon rest of your day. So you could say, I really hope you have a wonderful day and you would say day directly, or if you want to add this one, you could say I really hope you have a wonderful rest of your day or rest of the day. You could also say that that would be OK to great, Fantastic these air. Very positive words. So they're good to use in front of, ah, day or rest of your day. At the very beginning of this course, which is a long time ago, we we said at the beginning of the call, Thank you for calling. So now, to wrap up the course and to wrap up the call, we can use the same expression. It's in fact, very common. Thanks again for calling. Take care pretty easy, pretty easy. Take care is similar to have a good day. Take care is sort of like be safe. It's just a common expression people say to each other right before they say goodbye or sometimes as a goodbye. So if you just said this, take care, take care that could replace goodbye or by or bye bye, right, Or later if you're talking with friends we don't want to say later here. Okay, so this is really common, and it's a great way to end the call. It ends the call on a positive, positive note, which is something that we want a bright feeling, Okay? And they'll probably then say you too, you to take care to take care to. Okay, so the course has come full circle. This is the end of this lesson. This is the end of the course. I will just review a couple things and give you a few things to keep in mind in the next video. But I hope you enjoy the course. I hope that you got a lot out of it. And most importantly, I hope that it is actually useful to you in your cases in the kinds of situations that you need to deal with. So I'll see you in the next video 49. What have we learned? What next?: you finished the course, and you should be proud of yourself. Congratulations. I know it's a lot of hard work to go through lessons very carefully and seriously, but if you do that, you'll get the reward. You get the benefit from it. And I just want to say thank you very much for taking the time to go through this course. I've certainly very much enjoyed taking you through this course something I love to do. And Ah, I'm certainly certainly very happy that you decided to take this course. I really, really hope that you enjoyed it. I just went to very briefly summarize what we talked about and then leave you with a couple of takeaways. Just a few things to consider. Keep in mind going forward in the future. So in this course, we've talked about the very beginning of a call, how we greet customers. Then we made sure we got basic information, basic details. We got to get those details right, so we need to confirm it. Then, of course, we learned how to find out more details about whatever issue the customer is having. Very important, you have tow. Understand what that issue is, but we also talked about how we can deal with miscommunication If there's a communication gap, how do we get over that? We talked about how to explain a service, the features of a product, the features of a service. And we also talked about how to go through something step by step, how to explain a process, a walk through, and you should be clear by now on how to do that. Well, very importantly, we talked about how to deal with angry customers, how to remain calm and patient, and use expressions that can hopefully help the customer remain calm and patient when they feel upset. How to make things clear to them how to make things less confusing to them, how to make things clear and less confusing to them, and also how to make sure they know that you're really dedicated to helping them, that you're there with them, so that it feels like you're working on the issue together and it's not you versus them. So we talked about a lot of different phrases in those cases in the middle of the course. We then also talked about how we can resolve misunderstandings in which the customer thinks something is true, but it is not true. We talked about also when we can make exceptions and how we can let a customer know politely when they are wrong, when we're not actually able to help them with their issue. Finally, after we talked about exceptions, we went over how to end a call. So we really covered most of the common types of situations that you need to deal with. But I want you to remember and keep in mind that the phrase is the expressions in the examples that we talked about in this course are not just for the cases that we talked about. I hope that you were able to in every lesson pick out the phrases and apply them to your situation and use them as you would use them when dealing with customers in your job. Because most of the phrases that we learned in this course are quite universal, that can be used in lots of different situations. Okay, the course was designed that way. This is true for a lot of English expressions. English is very flexible. When we're learning English, we shouldn't be just learning. Oh this sentence is this way. It must always be this way. In fact, that's not true. We can look at an example and then pick out the pieces of the example. Talk about the parts of the sentence and then think about then how we might put in our own information or take out pieces and put them somewhere else. English is very flexible in that way, and that's important to know if you're going to really apply the things that we learned in this course. Another thing that I really like you to take away from this course is that it's not so much what you say. It's the way you say it's how you say it, and the way you say something can either make a customer feel uncomfortable and upset or comfortable, and the feel like you are empathizing with them. The feel like you care about them, even though the basic meaning, the thing you're trying to express is the same. How you say it really matters and the expressions that we learned are meant to give the customer the feeling off. I'm supported. This person understands me. They empathize with me, very important to keep in mind. All right, So what should you do next? Well, you can do whatever you want, but if you feel like you haven't got everything from this course and there were some things you didn't completely understand or don't really remember very well, maybe you can go through it again. Sometimes going through a course twice helps pretension. That means it can help you remember what you learned and really understand it more deeply. So don't be afraid to go back one more time. But if you do remember what I mentioned at the end of almost every lesson to really learn, you have to have output and output means putting out what went in. So if you learn a phrase, you have to try to use it. You have to practice it as you go through the course, just as you did the first time. I hope. Make sure to make your own examples, try to fit them into the situations that you face, rather than the cases that I went over that will help you become more creative and use the language and the phrases more flexibly. And then once you feel comfortable with the phrases that you're learning, try to fit them into role plays, either with yourself or with a friend and record. Those may be on your phone. If you record those freestyle role plays in which you're trying to pick out the most useful phrases from memory, you're going to connect the parts of your brain that maybe weren't connected before. And that will make the phrases more easily pop up into your head when you really need them . That method is actually a very effective way to learn things deeply. Finally, check out my other courses. If you need to improve other aspect of your English, either. More general English skills. You can work on your ability to think in English fluency, pronunciation and, ah, a bunch of other things. So check out my other courses. I think you'll enjoy them. And also you can check out my free videos on YouTube if you like. So anyway, thanks again for taking the course, and I'll see you in the next one