Day 1 Jan.
25,2022
1. NEO 0.5 Days
-building foundation
2. PRE-QUEST 8 days
-required assesment (Berlitz)
3. QUEST
PST -onsite 4 weeks
4. A-bay/Nesting- 20 days OJT
(live customer interaction)
5. Taking it to the floor
Andy Lee- chairman & ceo
Bong Borja- president asia pacific
Passsion
Performance
Possibilities
Client > Customers
partner company (AT&T) users
TOOLS
Connect (Tools hub, Social, etc.)
1. Engage (Website hub)
2. eCFR- Electronic Coaching for Results
(trainer/supervisor feedback)
3. On Point
(Compliance Courses/License)
4. EIS -Employee Information System
(Time keeping website;TAPS and leaves)
(Employee Handbook)
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Day2 Jan.26,2022
Pre-Quest Journey
Step 1 1-2 Virtual Training
Step 2 Onsite Assestment
Step 3 Graduation & Deployment
Week 1
Jan. 26-28 (PREPARATION)
Jan. 29or31 (Berlitz for 1st week takers)
Week 2
Jan. 31- Feb. 3 (PREPARATION)
Feb. 4 (Berlitz for everyone)
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BERLITZ -Listen grade by an actual person
-evaluate English communication
Versant -measure how well a person understand and speak English.
BERLITZ OVERVIEW:
Focus: Commmunication Skills
1. Active listening and comprehension
2. Thought organization
3. Fluency
BERLITZ MECHANICS: 3M's
Matter:Listen and take note
Method:Think & make an outine (30secs. silence)
Manner:Speak,Summarize & Respond (1.5 mins. or 2 mins. speaking time)
(Mini Goal :NO DEAD AIR)
STEP 1: LISTEN AND TAKE NOTES
TIPS:
-Listen attentively & focus
-You can come up with your own writing shortcuts
-Take note of the ff. key details
-Backstory (contains feelings, stories, sentiments)
-Concern (details; what the person is looking for)
WARNINGS: NO NEED TO write the details down word per word
-Not all scenarios
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SCENARIOS ABOUT EVERYDAY SERVICES:
-Internet Plans and Subscription
-Phone Plans/Phone Features
-Billing concerns
-Delivery concers
-Etc.
Trouble Shooting
Process of identifying
-Network Connection
1.Check your Network Settings
2.check you Cable Wires
3.Restart the Router
4.Check the WiFi named & passwords
-T.V. Cable
1.Reconnect all cables at the back of the television
2.Make sure cables are properly connected
3.If you have a signal booster connected, remove that and plug the antenna cable
straight into your t.v.
-Roaming
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Day 3 Jan. 27,2022
Where is my device? TRACKING DELIVERIES
Ordered> In-transit> Out for delivery> Delivered
-Logistic Facility (warehouse)
-Courier (rider/delivery company)
-Sortation Center
-Parcel (package)
-ETA (expected time of arrival)
-Local Customs (clearance)
-RTS (return to seller/sender)
-Refund
-Replacement
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THINKING:
INPUT> PROCESS> OUTPUT
RETELL
OPENING
BODY
CLOSING
STEP 2:Think and Make an Outline
Retell-use your notes to retell the details of the scenario
Sample: "The customer is calling because ________."
"The caller is looking for a _________."
"My response will be __________."
"I will answer with____________."
Opening
Acknowledgement;
"Thank you for reaching out ________."
"As I hear it, you are _________."
Emphatize;
"I know how important____________is"
"I understand that_________"
"Sorry to hear that__________"
Reassure;
"Your search is over..."
"I can help you _________"
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BODY
P Point
R Reason
Resolution E Explanation/Examples
P Point
..................................................................
CLOSING
NOT THE END OF THE CONVERSATION YET!
Samples: "Aside from checking your ________ is there anything I can help you
with?"
"If you have a question just let me know."
TIPS:
USE YOUR NOTE FROM STEP 1
MAKE AN OUTLINE ONLY; (not a script); 30 secs. only
WARNINGS:
Avoid over used expressions:
"Thank you for calling ________. This is_______
"Reading bulletpoints of plans, features, or steps.
NOT FOR BERLITZ
Closing Statement: Do not ask a question.
Is there anything else I can assist you with? VS If you have further questions, do
not hesitate to give us a call.
"How can I help you with?"
"What can I help you with?
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Practice berlitz
1.
-moved to calif.
-trying to set up int. conn.
-10mbps
-for the job
-whan plans for new cx
Retell:
so the cx is looking for atleast 10 mbps internet connection to dl videos & stream
cont. that is required in his job.
Opening:
"I understand that the cost of living in a new place is a bit expensive
Body:
So I have here the internet plan called Deca which is 10mbps speed of connection
suitable for downloading videos and streaming content
and not only that, it is also in our sale promo right now, before it costs 65
dollars but now you can get it for 50 dollars.
Closing:
"Is there anything i can help you with?"
2.
-adding line for dad
-talk every week
-ancient phone
-complains
-plan best for vc.
Retell:
the cx is calling because she wants to add line and phone for her dad that is best
for video calling.
Opening:
I am more than happy to help you with that so as I heard you are looking for a plan
and phone which is suitable for video calling with your dad.
Body:
So I have here this Plan called VV with Phone X which is best for video calling it
has wide screen, clear camera, loud audio and even you are talking every week with
your dad
it won't drained the internet quickly and it works really great.
Closing:
"Is there anything I can help you with?"
3.
-Lost his phone
-get new one
-forgot hos pw
saw on fb
-same interest
-what do u like about the new phone
Retell:
the caller lost his phone on the bus and planning to getting new one he saw fb post
so as we have same interest he is asking
what I like about the new phone
Opening:
I understand that your phone is an important device for your daily lives,
do not worry about forgetting your pw, you can retrieve that sooner if you have
your new phone.
Body:
So what I really like about that phone is that is has a wide screen so it has more
space when I am watching movies, it doesnt lag,
you can download lot of games and has a clear camera in front and back of it.
Closing:
If you have other question just let me know!
4.
-LG V50
-expected advanced audio chip
-only ava. on asia
-dissapointment
-steps to getting a refund
Retell: The cx called because she/he wants a refund about the product lg v50 that
this item has no special feature like was being
advertised and found out that the special feature is only avail. in Asia
Opening: I understand that you're disappointed and want the lg v50 with the adv.
audio chip but it is only avail. in Asia
Body
if you really want a refund, we can work w/ that! so here are the steps for u to
get ur refund
send me ur details including ur email pls.
so that I can send all the steps u need to follow
and submit it when ur done.
let me know so i can help you process you refund request ASAP
CLosing:
Aside fr. checking ur refund is there anything I can help u w/?
5.
-job @ tagbilaran
-flying nxt wk
-deal frm verizon
-dont change c#
-what u did to be able to use phone overseas
Retell
the caller is asking what i did to be able to use my phone overseas
Opening
Oh! thats nice to hear that u have a job oveseas I think that's kinda exciting and
about the phone on how i use it even overseas
Body:
so here are the few tips I followed to be able to use my phone overseas
The 1st one is I Put my phone in airplane mode and only use it when I can connect
to Wi-Fi. ...
2nd is that Get an international plan. Every phone carrier offers its customers
international plans, which vary. ...
and lastly is that I Buy a prepaid SIM card.
Closing:
if you have other question just let me know.
6.
-order last wk
-twilight movies set
-supposed to get today
- will arrive 2 days frm now
-fix or u will hear fr. my lawyer
the caller is complaining because her order doesnt arrive
Opening
-I understand how important your order was to you because u need that it yo
Body:
greet happy bday
as much as we want to arrive your order today but
-as of pandemic
-weather
-vol. of order
refund the item for not arriving on time
if
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EMPHATIC LISTENER
Emphaty
what is it:
paying attention from peoples feeling/putting yourself in others shoes
-help us boost emotional inteligence
-respond more helpful way
what not is it:
-not mean to always agree
-not mean automatically fix problems
3 tips
1. Be Genuine; Be Sincere- Put yourself in others situation
2. Listen verbal and non-verbal cues on explaining their feelings.
3. Reflect back to them using Verbal and Non-verbal language.
You can share positive emotions.
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TONE (Voice Personality)
Your tone communicates a lot more
TONE OF VOICE
1.tone
2.volume
3.pacing
4.emphasis
5.pauses
all vocals cues collapsed and combined to be one
adds meaning; emotion
-the meaning of the voices changes
-non verbal cues affect of tone
TONE ADDS-feelings
-attitude
-meaning
Tips:
-sound Confident and Conversational
-sound Upbeat and Energetic
-sound Positive, Willing and Sincere
Warnings:
-Do not read from a script; DO NOT SOUND LIKE reading from a script
-DO NOT RECITE songs, prayers, anything memorized
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BERLITZ RATINGS
C2 -NATIVE ENGLISH SPEAKER
C1
HIGH B2
LOW B2 -INTERMEDIATE (PASSING SCORE)
HIGH B1
LOW B1 -AVERAGE
A2
A1 -TRUE BEGINNER
UNRATABLE -(READING FROM A SCRIPT/ PREPARED SOURCE)
-(ANSWERING W/ UNRELATED INFORMATION)
-(DEAD AIR; EXTRA LONG PAUSES)
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Jan 31, 2022 (Monday)
Filipinoism
-direct translation from our language to English.
a while ago - for a moment
like for ex. - like or for example
regarding about -regarding or about
if in case - if or in case (just in case)
what you said also - what you, also said
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Feb. 01,2022 (Tuesday)
Chinese new year (special working holiday)!!! +130% of todays salary :D
Grammar Refresher
Subject-Verb-Agreement
has- singular
have- plural
she was -past
she is -happening or present
I will be -future
Subjunctive verb: If- its about to happen
should
could
would
might
3 Article in English
The -specific thing/person
country- referring to a plural country
ex. Philippines, U.S.A., Netherlands, U.K.,U.A.E., Maldives etc.
A -general
An- Vowel sound (a,e,i,o,u)
A- Consonant sound (b,c,d,f,g...)
ex.; unlimited -an
; honest -an
"ONE OF THE MANY"
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PREPOSITION AND CONJUCNTION
TIME; PLACE;
IN-GENERAL
Centuries Countries
Decades Cities
Years Neighborhood
Months Enclosed Spaces
Weeks
Seasons
Period of Time
Holidays
Parts of the Day
ON-SPECIFIC
Time Streets
Days Surfaces
Dates Avenues
Specific Days Means of transport
Day+ Part of the Day Communications
Holidays with "Day"
AT-VERY SPECIFIC
Hours Address
Parts of the Day Specific Location
Time
Holidays without "Day"
Pronouns Usage, Parallelism, Modifiers, etc.
Grammatical Structure
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Empathize, Paraphrase, Assurance
Empathy- Our emotion + the customer's emotion
ex. for OUR EMOTION
I can sense
- I feel
- I see
- I know
- I understand
EX. FOR OUR CUSTOMER'S EMOTION
- frustrated
- confused
- disappointed
- upset
- not satisfied
- stressed
- how important it is
Paraphrase vs Parroting
ex:
Paraphrasing: I understand the importance of you getting a new plan that would suit
your needs.
Parroting: You would like to know what plans we have?
Assurance
ex. Let me assist you with that.
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cut- stop or disable
closing and opening an acc.
CAN DO ATTITUDE!!!
1. shocked 57$ browsing charged
we can offer you a refund
plan a and plan b
2. hired by an IT firm
congratulation on your new job sir
fibr connection that has a 30 dl speed and 20
since u got me on the line i am more than happy to help u w/ your concern
offer plan that meets the detail he provided
3. order not arriving on time
greet caller bday
offer refund
reason maybe weather, pandemic or vol of orders
4. cx is looking a phone
bought a huawei
want to hide application
step on how to hide the phone app.
it has a "cloud storage" for security purposes
5. open your spotify application choose songs in
click dl icon
so that u can play it offline
6.70 yrs old parents
2 phones
vc
bundle of phone and plan
7.sons bday nxt month
flagship phone
great camera
greet adv, hbd to son
words of affirmation
offer fs. phon (spec and camera specs)
8. 3 1/2 yrs w/ us
pay 89$ /mos. on time
empathize
assure
tech issue > possible reason
pay only 89$
9.cancelled plan last week
rep.>48 hrs
6days unable to reach
sign up for a new plan
infuriating
empathize
assure
upon checking here
