×

We use cookies to help make LingQ better. By visiting the site, you agree to our cookie policy.


image

Call center English, Learn English for Call Centers and Customer Service Jobs

Learn English for Call Centers and Customer Service Jobs

Hi. I'm Rebecca from engVid. Being polite is always important, but it's especially important if you have a job in a call centre or in any customer service oriented position. So, let's look at what it sounds like when we meet a polite employee and a rude employee, whether it's on the phone or in person. But this dialogue that we're going to go through is actually on the phone. So, let's listen. Okay, so we have here two employees, Rude Robert and Polite Patricia, and they speak very differently. So let's listen to Robert. Robert answers the phone, and he says; "Yes? Huh?" Patricia says: "Hello. Good morning." Robert goes on: "What do you want?" Patricia says: "May I help you? How can I assist you?" Then Robert says: "Wait a minute." Patricia says: "Just a moment, please." Then Robert can't hear, so he says: "What? Huh? Can't hear you." Patricia says: "I'm afraid I didn't hear what you said. Could you speak a little louder, please?" Now, in this case, we were listening to both people. Right? Let's just go and listen to Robert by himself and see what he sounds like. "Yes. Huh? What do you want? Wait a minute. What? Huh? Can't hear you." Now let's listen to Patricia. "Hello. Good morning. May I help you? How can I assist you? Just a moment, please. I'm afraid I didn't hear what you said. Could you speak a little louder, please?" Who would you rather meet on the phone? Let's continue this dialogue. And Robert continues. Let's listen in. "What else? Is that it?" Patricia says: "Will there be anything else? Will that be all? Is there anything else I can help you with today?" Robert says: "Gimme your email." Now, you see, I wrote here: "Gimme yer email." Okay? That is not proper English; that is not correct English. Don't write like that. But I wrote it like that because when people speak really fast and they speak very casually and very, very, very informally, then it sounds like that. But it's only proper in certain informal situations with your friends or something like that; not in the workplace. Okay? And certainly not in a customer service kind of position. So, you will see some things like that here, but don't try to talk like that or write like that if you have a customer service job. So, Robert says: "Gimme your email." Patricia says: "May I have your email please?" Robert says: "How many boxes do ya want?" Patricia says: "How many boxes would you like?" Now, that's something to really pay attention to. When we change: "Do you want" to "Would you like", it makes a world of difference. "Would you like" is very, very polite, and "Do you want" is very ordinary. So make sure that you use: "Would you like", even if you don't have a customer service job. It's just a much more polite way of speaking. Let's continue. So, Robert says: "How do you wanna pay?" And Patricia says: "How would you like to pay?" Again, we see: "Do you want" or "wanna" and "Would you like". Right? "How will you be paying today?" And Robert says: "Okay. Bye!" And Patricia says: "Thank you very much. Have a nice day. Now, did you notice that when I was reading Patricia's part, I was smiling; when I was reading Robert's part, I wasn't smiling? So, most call centres and customer service positions train their employees to smile while they're speaking, because they say that we can hear your smile. All right? And it's true. And if you go back and listen to this video, you might hear my smile even if you're not looking at the video. So try that yourself. If you want to sound friendlier, if you want to sound more polite, if you want to sound warmer - then smile, especially when you're on the phone. And even though people can't see you, they can hear your smile and your warmth. Okay? So, keep these points in mind. They can make or break your career. All right? If you'd like to do some practice on this, please go to our website: www.engvid.com. Thanks very much for watching. Bye for now.


Learn English for Call Centers and Customer Service Jobs コールセンターとカスタマーサービスの仕事のための英語を学ぶ Aprenda Inglês para Call Centers e Trabalhos de Atendimento ao Cliente

Hi. I'm Rebecca from engVid. engVid のレベッカです。 Being polite is always important, but it's especially important if you have a job in a call centre or in any customer service oriented position. 礼儀正しくすることは常に重要ですが、コール センターやカスタマー サービス関連の仕事をしている場合は特に重要です。 So, let's look at what it sounds like when we meet a polite employee and a rude employee, whether it's on the phone or in person. But this dialogue that we're going to go through is actually on the phone. しかし、これから行う対話は、実際には電話で行われます。 So, let's listen. Okay, so we have here two employees, Rude Robert and Polite Patricia, and they speak very differently. So let's listen to Robert. Robert answers the phone, and he says; "Yes? Huh?" Patricia says: "Hello. Good morning." Robert goes on: "What do you want?" Patricia says: "May I help you? How can I assist you?" Then Robert says: "Wait a minute." Patricia says: "Just a moment, please." Then Robert can't hear, so he says: "What? Huh? Can't hear you." Patricia says: "I'm afraid I didn't hear what you said. パトリシア:「残念ながら、あなたの言ったことを聞いていませんでした。 Could you speak a little louder, please?" もう少し大きな声で話していただけますか?」 Now, in this case, we were listening to both people. さて、この場合、私たちは両方の人に耳を傾けていました。 Right? 右? Let's just go and listen to Robert by himself and see what he sounds like. ロバートの話を一人で聞いて、彼のサウンドを見てみましょう。 "Yes. Huh? What do you want? なんでしょう? Wait a minute. ちょっと待って。 What? 何? Huh? Can't hear you." 聞こえない。」 Now let's listen to Patricia. "Hello. Good morning. May I help you? How can I assist you? どのように私はあなたを支援することができますか? Just a moment, please. I'm afraid I didn't hear what you said. 残念ながら、あなたの言ったことを聞いていません。 Could you speak a little louder, please?" もう少し大きな声で話していただけますか?」 Who would you rather meet on the phone? 電話で会いたいと思うのは誰ですか。 Let's continue this dialogue. この対話を続けましょう。 And Robert continues. Let's listen in. "What else? Is that it?" あれ?」 Patricia says: "Will there be anything else? パトリシア:「他に何かありますか? Will that be all? それで全部ですか? Is there anything else I can help you with today?" 今日は他に何かお手伝いできることはありますか?」 Robert says: "Gimme your email." ロバートは「メールをください」と言います。 Now, you see, I wrote here: "Gimme yer email." さて、ほら、私はここに「Gimme yer email」と書きました。 Okay? わかった? That is not proper English; that is not correct English. それは適切な英語ではありません。それは正しい英語ではありません。 Don't write like that. そんなこと書くなよ。 But I wrote it like that because when people speak really fast and they speak very casually and very, very, very informally, then it sounds like that. しかし、私がそのように書いたのは、人々が非常に速く話し、非常にカジュアルに、非常に非常に非公式に話すと、そのように聞こえるからです。 But it's only proper in certain informal situations with your friends or something like that; not in the workplace. しかし、それはあなたの友人やそのようなものとの特定の非公式の状況でのみ適切です.職場ではありません。 Okay? And certainly not in a customer service kind of position. そして確かに、顧客サービスのような立場ではありません. So, you will see some things like that here, but don't try to talk like that or write like that if you have a customer service job. ここでそのようなことがいくつか見られますが、顧客サービスの仕事をしている場合は、そのように話したり、そのように書いたりしないでください. So, Robert says: "Gimme your email." それで、ロバートは「メールをください」と言います。 Patricia says: "May I have your email please?" Robert says: "How many boxes do ya want?" ロバート:「何箱欲しい?」 Patricia says: "How many boxes would you like?" パトリシア:「何箱欲しい?」 Now, that's something to really pay attention to. では、本当に気をつけたいところです。 When we change: "Do you want" to "Would you like", it makes a world of difference. 「したいですか」を「好きですか」に変えると、世界が大きく変わります。 "Would you like" is very, very polite, and "Do you want" is very ordinary. So make sure that you use: "Would you like", even if you don't have a customer service job. It's just a much more polite way of speaking. Let's continue. So, Robert says: "How do you wanna pay?" And Patricia says: "How would you like to pay?" そしてパトリシアは、「どのように支払いたいですか?」と言いました。 Again, we see: "Do you want" or "wanna" and "Would you like". 繰り返しますが、「したいですか」または「したい」と「好きですか」があります。 Right? "How will you be paying today?" 「今日の支払いはどうする?」 And Robert says: "Okay. Bye!" And Patricia says: "Thank you very much. Have a nice day. Now, did you notice that when I was reading Patricia's part, I was smiling; when I was reading Robert's part, I wasn't smiling? So, most call centres and customer service positions train their employees to smile while they're speaking, because they say that we can hear your smile. All right? And it's true. And if you go back and listen to this video, you might hear my smile even if you're not looking at the video. So try that yourself. So try that yourself. If you want to sound friendlier, if you want to sound more polite, if you want to sound warmer - then smile, especially when you're on the phone. And even though people can't see you, they can hear your smile and your warmth. Okay? So, keep these points in mind. They can make or break your career. 彼らはあなたのキャリアを作るか、壊すことができます。 All right? If you'd like to do some practice on this, please go to our website: www.engvid.com. Thanks very much for watching. Bye for now. またね。