Notes

mind mapping structure
core statement
first, second, and so on=details
ie. my fav color is red
bc its very eye catchy (the reasons why)
ends with reco

ESCAPE
E xample-mention somthng
s tory-retelling somthng to relate to cx's concern
C ompare & contrast-compairing is identifying similaritiescontrasting is focusing on differences
A ssociate- coming up with relevant ideas (just like mind mapping, provide relevant idea)
P rocess- give instructions(telling what to do) < explain a process( telling what to do nd explain how it works)
E xplain jargon-words n phrases in particular group- when using jargon need to provide explanation
ie. eater meaning cx

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WORKFLOW (standard)
Recognize the issue-understand cx's concern, investigate to determine root cause

Research the policy-use knowledge base for solving logic and policies nd procedures

Respond with the correct action- select the correct action to respond to the issue

Resolve the issue in the right way- customize ur reply to resolve the issue

Reflect on and learn from the experience


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Questioning and Probing
gather info bout the issue- probing helps gather more info
confirming cx info- questioning will help u confirm info

INFORMATION- ask info bout issue
CONFIRMATION- confirm ur understanding bout the issue
AGREEMENT- seek agreement when u want cx to cooperate, confirm acceptance of ur suggestion


IMPORTANCE OF PROBING
Identify the real issue- ask relevant question
Understand the issue
Find the root cause


QUESTIOM FORMATION
OPEN-ENDED QUESTIONS- question word+helping verb+object+subject+main verb
ie. What is the main issue that u are facing?

CLOSED-ENDED QUESTIONS- questiond word+subject+main verb+object
ie. Are u facing any issues?

QUESTION TAGS-subject+helping verb+object+question tag
ie. u r facing an issue, arent u?

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MOCK CALL
SPIEL
1.OPENING
Engaging the customer
Confidently greet the customer and ensure that the customer is engaged immediately through an introduction.
"Welcome to UberEats Customer Service, my name is (Agent's Name). How can I help you today?"

2.Acknowledging the Call
Acknowledging the customer’s purpose for calling:
"Thank you for sharing that with me. Just to make sure I fully understand what you’re experiencing. I understand how that can be frustrating, and I appreciate you bringing this to our attention.

3..Needs Analysis:
Probomg question: WHAT, HOW, WHEN
Acknowledging the customer’s purpose for calling:
Confirm the customer’s specific needs by asking probing questions, and demonstrate understanding of the concern.
"Let me just pull up your account details so we can take a closer look, For me to help you with (insert customer’s issue here), may I have your name please?” may I ask a few questions about [insert topic here]? That way, I can better assist you and explore the most suitable solution. ASK WHAT WHEN HOW

4. CONFIRMATION
confirm if u undersood the issue correctly. paraphrasing

5.PRESENT A SOLUTION

6.CLOSING
“Thank you for calling about your (insert customer’s issue here) . I hope I was able help you today. You can also view more
information about (insert customer’s issue here) on our website. Just log in to https://www.uber.com/. Bye!”








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“Good afternoon! Thank you for calling [Company Name], my name is [Your Name], how may I assist you today?”

🗣️ If the customer explains their concern (e.g., unexpected charges)

“I understand how that can be frustrating, and I appreciate you bringing this to our attention. Let me just pull up your account details so we can take a closer look.”

🛠️ While checking details

“Just a moment while I review your billing statement… Thank you for your patience.”

✅ Resolution or next steps

“Thanks for waiting. I can see that the charge was for [brief explanation]. If you’d like, I can help you [offer options: dispute it, apply a credit, explain further]. Would that be okay?”

🙌 Wrap-up

“Is there anything else I can help you with today? Thank you for calling [Company Name], and have a great day!”


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GRAMMAR
With months, years, seasons, and longer periods of time
IN
I was born in 1965.
We’re going to visit them in May.
The pool is closed in winter.
He was famous in the 1980’s.
The play is set in the Middle Ages.
They’ve done work for me in the past.
With periods of time during the day

He’s leaving in the morning.
She usually has a sleep in the afternoon.
I tried to work in the evening.
To describe the amount of time needed to do something

They managed to finish the job in two weeks.
You can travel there and back in a day.
To indicate when something will happen in the future:

She’ll be ready in a few minutes.
He’s gone away but he’ll be back in a couple of days.
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With days of the week, and parts of days of the week
ON
I’ll see you on Friday.
She usually works on Mondays.
We’re going to the theatre on Wednesday evening.
Note that in spoken English, on is often omitted in this context, e.g. I’ll see you Friday.



With dates

The interview is on 29th April.
He was born on February 14th, 1995.
With special days

She was born on Valentine’s Day.
We move house on Christmas Eve.
I have an exam on my birthday.
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