Tuesday, October 29, 2013
Tuesday, October 8, 2013
NATO ALPHABET
Letters (NATO Spelling Alphabet)
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A
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Alfa
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B
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Bravo
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C
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Charlie
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D
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Delta
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E
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Echo
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F
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Foxtrot
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G
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Golf
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H
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Hotel
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I
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India
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J
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Juliett
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K
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Kilo
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L
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Lima
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M
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Mike
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N
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November
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O
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Oscar
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P
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Papa
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Q
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Quebec
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R
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Romeo
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S
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Sierra
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T
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Tango
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U
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Uniform
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V
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Victor
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W
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Whiskey
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X
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X-ray
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Y
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Yankee
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Z
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Zulu
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Punctuation Marks, Signs and Special Characters
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Space
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.
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Dot / Period / Full Stop
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,
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Comma
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;
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Semicolon
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:
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Colon
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?
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Question Mark
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!
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Exclamation Mark
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@
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At Sign
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&
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Ampersand
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"
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Double Quotation Mark
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'
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Apostrophe / Single Quotation Mark / Prime
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-
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Dash / Minus Sign
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/
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Forward Slash
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\
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Backslash
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(
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Left Round Bracket / Parenthesis
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)
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Right Round Bracket / Parenthesis
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[
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Left Square Bracket
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]
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Right Square Bracket
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{
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Left Curly Bracket
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}
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Right Curly Bracket
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<
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Left Angle Bracket / Less-Than Sign
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>
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Right Angle Bracket / Greater-Than Sign
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|
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Vertical Bar / Pipe
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°
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Degree Symbol
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*
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Asterisk / Star
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+
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Plus Sign
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=
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Equal Sign
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#
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Number Sign / Pound Sign / Hash
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§
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Section Sign
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$
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Dollar Sign
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€
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Euro Sign
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~
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Tilde
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_
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Underscore
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%
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Percent Sign
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^
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Caret
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PPP on Costumer Service
You will find the PPP in the following link: http://es.slideshare.net/cindyrodriguezsoto/whats-customer-service
Customer Service Tools and Techniques
1
Acknowledging Without Encouraging 20
Active Listening 20
Admitting Mistakes 21
Allowing Venting 21
Apologize 22
2
Appropriate Nonverbals 22
Appropriate Smiles 22
Assurances of Effort 23
Assurances of Results 24
Audience Removal 24
3
Broken Record 24
Closing Interactions Positively 25
Common Courtesy 25
Disengaging 27
Distraction 28
4
Empathy Statements 28
Explain Reasoning or Actions 29
Face-Saving Out 30
Finding Agreement Points 31
Finishing Off/Following Up 31
5
Managing Height Differentials/Nonverbals 32
Managing Interpersonal Distance 32
Offering Choices/Empowering 34
Probing Questions 36
Questioning Instead of Stating 39
6
Referral to Supervisor 39
Referral to Third Party 40
Setting Limits 41
Some People Think That (Neutral Mode) 4
Suggest an Alternative to Waiting 44
7
Summarize the Conversation 44
Thank-Yous 46
Use Customer's Name 46
Verbal Softeners 47
Voice Tone—Emphatic 48
Wednesday, September 18, 2013
Chronogram
 |
UNIVERSIDAD
TECNICA NACIONAL, SEDE CENTRAL
DIPLOMADO
EN INGLES COMO LENGUA EXTRANJERA
COURSE:
ILE- 615. Comunicación Comercial II
Third Term 2013
Professor:
Cindy Rodriguez, Verónica Oguilve
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Course Weekly Plan
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Week
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Date
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Objectives
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Contents
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Evaluation
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|
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SEPT.
2nd -6th
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Along the course the students develop the ability
and knowledge to:
1. …use complex expressions through semi-controlled and
open individual and group activities to express opinions and criteria
involving diverse customer service issues.
2. …learn and use appropriate vocabulary related to the
business setting, specifically, customer service.
3. …analyze the different areas, concepts and importance
of customer service.
4. …implement techniques and strategies to improve
customer service.
5. …show the ability to deal with customer service
problems in the business setting through communicative activities involving
cases and examples of empathy, tolerance and ethical principles.
6. …use appropriate pronunciation, grammar structures
and vocabulary in context related to the business setting.
7. …make use of appropriate media tools to develop
business relationships to fulfill the companies’ and customers’ objectives.
8. …apply knowledge and communication to satisfy the
customers’ needs.
|
·
Students introduce themselves
·
Reading of class syllabus
·
Course plan discussion
· Listening, writing and speaking activities
1. Introduction to Customer Service
1a. What
is Customer Service?
1b. Who
are the Customers?
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Diagnostic
Test
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||
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2
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9th – 13th
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1.
Introduction to Customer Service
1c. When and Where is Costumer
Service
Offered?
1d. Customer Service Importance
1e. Developing a Polite Customer
Service
Attitude
|
|
||
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16th – 20th
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2. Knowing
the Client
2a. Getting to Know the Client
2b. Assertive Communication Oriented
to
Getting Results
2c. Analytical Communication
Oriented
to Details
2d. Courteous Communication
Oriented
to People
|
|
|||
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4
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23rd – 27 th
|
||||
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SEPT- OCT
30rd -4th
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3. How to
Deal with Annoyed or
Unsatisfied Clients
3a. How to Avoid Customer’s
Dissatisfaction or Annoyance
3b. Strategies and Techniques to Deal
with
Annoyed Customers
3c. How to
Calm Down and Manage
Different Conflict Situations
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Written Short Test #2 (5%)
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|||
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6
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7th – 11th
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4. Customer
Service by Phone
4a. How to answer the Phone
4b. How to Take Phone Messages
4c. How to End a Phone Call
4d. What is Voicemail and What is it
Used
for
|
|
||
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7
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14th – 18th
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MIDTERM TESTS, 30%
|
|||
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21st – 25th
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5. Costumer Service Online
5a. Who is
the Online Customer
5b.
Emailing
5c. Online
Chat
5d. Other
Customer Service Online
Communication Tools
|
|
|||
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9
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OCT-NOV
28th – 1st
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6. Time
Management
6a. How to Manage Time
6b. Analyzing Tasks
6c. Strategies to Prioritize
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Short Test #2
|
||
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4th - 8th
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7. How to Handle Stress
7a. Causes
of Stress in the Workplace
7b.
Symptoms of Stress in the
Workplace
7c.
Strategies to Control and Manage
Stress
|
|
|||
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11
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11th – 15th
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8. Solving
Problems
8a. Different Problems in the Business
Setting
8b. Strategies to Deal with Problematic
Conflict Situations
8c. Techniques to Solve Problems
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Written Short Test #3 (5%)
|
||
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12
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18th - 22nd
|
|
|||
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13
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25th – 29th
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Final Review
|
Oral Evaluation #2
(15%)
|
||
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14
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DEC
2nd - 6th
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FINAL MIDTERM, 30%
|
|||
EVALUATION: Short Tests (2) 10% Midterm Exam: 30%
Oral
Presentations (2) 30% Final Exam 30%
SPECIAL REMINDERS:
1) This
weekly plan might be subject to change. Changes
will be notified in advance.
2) The
use of mobile phones or any other electronic devices is not allowed inside the
classroom.
3) Arriving
later than 30 minutes to a test prevents the student to take it, unless medical condition is proven.
4) Missed
tests will not be rescheduled unless medical condition is proven within the
following three working days.
5) All
exercises not worked in class will be considered extra-personal-practice,
which means that the student should work them at home and bring to class only specific
doubts for explanation. These extra-practices will not necessarily be fully
checked during class time.
6) No reading is allowed when giving a
speech. If you do so, your grade will be lowered.
7) In
case you need extra help with any of the material covered in class, please make
an appointment or send your doubts via
e-mail to your teacher as follows:cindyacademic@gmail.com
8) Office
hours: Tuesday 5-6pm
9) Final
grades will be handed out on December 10th in building #2.
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