Day 4

DAY 4: PROPOSE A SOLUTION
SAMPLE SITUATION:
Hello, I am calling about a credit card purchase which I was charged twice for. I am John Riddles and my Vista Card had a purchase made on the 5th of July at an electronics store for an iPad. I bought only one that day, but my vista card statement says that I was charged twice. I am a student and my card has a $1,500 minimum payment plan which has already been reached with the double iPad charge. I have my rent payment to make in the next week as well, so I need this problem resolved as soon as possible. I would appreciate the help.
1. The teacher will give a sample of an opening spiel then the student will create their own opening spiel and practice reciting the spiel. The opening spiel should consist of the following: Acknowledging the callers name, Introduce yourself, position and company.
2. The teacher will give a sample on how to acknowledge the message of the caller. The student will create their own sentences and they can use the following samples.
e.g I am returning your earlier call. I understand that…”I’ve gotten your message..I hear that..
3. Ask the student to create sentences to identify or summarize the problem or request. The student can use the following phrases.
e.g SAMPLE (PROBLEM):SAMPLE REQUEST: Unfortunately, So you would like to I’m afraid, The problem is,4. Ask the student to create sentences and practice different approach in apologizing or sympathizing. The student can use the following sample phrases to create their sentences.
SAMPLES:I’m/ We’re sorry about…I’m/ We’re very sorry for…I’m/ We’re sorry that…I/ We’d like to apologize for (the mistake with…)Please accept my/our apologies for this…We sincerely hope you will accept our apologies for this situation
5. The teacher can give an example using one of the samples given. Ask the student to create sentences in explaining the situation. The student should think of possible situations that are currently taking place or that has happened. Give the following samples to the student so that they can create their sentences.
SAMPLES:After checking the situation, I’ve found out thatAfter getting your message, I’ve talked toAfter checking you account, I’ve talked to
6. The teacher can give an example of a possible solution and then the student will create their own possible solution by creating sentences using the samples given.
SAMPLES :I suggest that..Why don’t youI think you should..
7. The teacher can give an example of a possible offer or gift to compensate for the trouble experienced by the client or an additional solution. The student will think of their own offer or additional solution by creating sentences and they can use the samples given to start their sentences. ( Giving compensation or adding another solution will depend on the situation)
SAMPLES:To compensate you..If that’s not possible..In exchange for the trouble..8. The teacher will give a sample on how to end the message. The student will then create their own closing spiel and they can use the samples given to start their sentences.
SAMPLES:I will call you (tomorrow) to confirm this.If this sounds OK, please stop by or give us a call.Please call me and let me know..If you wish to talk more about this matter..
9. The student will choose one sentence from each task to create their answer. After they would need to recite the whole paragraph.
Test Takers Step Guide and Model Answer:
Model Answer:
Step 1 Acknowledge the call/message: Hello Mr. Riddles, this is Jessica Barnes, manager of customer service at Vista.Step 2 Summarize the problem: I am returning your call about your credit card problem. I understand that you were charged twice.
Step 3 Apologize/Sympathize/Explain your situation: First of all, please accept our sincerest apologies for this inconvenience. Upon checking your account we were able to trace that the problem did not occur at the electronics store, but with the credit card statement that you received.
Step 4 Propose a solution: We have cleared the issue and charged you only once for the purchase made at the electronics store. As an apology for your troubles, we at vista have extended the time for your outstanding payments by two months.
Step 5 Give compensation: We are also sending you a complimentary ticket for two that you can use in any movie house in the metro.
Step 6 End the message:If you have other inquiries, you may call me at my direct line, 524-9221.Thank you and have a nice day.
TEST TECHNIQUES:
Listen for the key information. You will only hear the message once, so you must pick out the key information you need to make a complete response, including the person’s name, the problem, and any special conditions that need to be dealt with (time, deadlines, or other issues)
You will hear clues in the telephone message as to the role you are supposed to play in your response e.g. bookstore employee, bank manager, or hotel employee.
Use your imagination to think of an explanation about why the problem happened.
Think of a possible solution to the problem.
Give feasible compensation if necessary.
End the message on a light or positive note.