Class 2 – Nov 19th:
Payment & Money
- Name of Company
- What is your product?
- Who is your customer?
- What is your philosophy? What are your values? (this can come later, just start thinking about it now)
Business English – Telephone Language
Scenario: A customer has missed a payment on their account. You, as a customer service representative, are reaching out to address the issue.
- Introduction:
– Start with a polite and professional greeting. For example:
– “Hello, [Customer’s Name]. This is [Your Name] from [Your Company]. I hope this call finds you well.”
- Express Concern and Empathy:
– Show understanding and empathy for the situation:
– “I noticed there was a missed payment on your account, and I wanted to reach out to make sure everything is okay. We understand that unexpected circumstances can arise.”
- Clarify the Situation:
– Politely ask for information to understand the reason behind the missed payment:
– “Could you help me understand what may have caused the missed payment? We want to work with you to find a solution.”
- Provide Information:
– Share details about the missed payment, such as the amount and due date:
– “The missed payment was for [amount] and was due on [date].”
- Offer Assistance:
– Show a willingness to assist and find a solution:
– “We value your business, and we’re here to help. Is there anything specific we can do to assist you in resolving this matter?”
- Explore Solutions:
– Discuss possible solutions and options for making the payment:
– “We understand that situations can be challenging. Let’s discuss some options to ensure we can bring your account up to date. Are there specific arrangements or payment plans that would be more convenient for you?”
- Listen Actively:
– Allow the customer to express their concerns and provide any additional information:
– “I want to make sure we address your concerns. Please feel free to share any additional information or questions you may have.”
- Reassure and Thank:
– Reassure the customer that you are there to help and express gratitude for their cooperation:
– “Thank you for your understanding. We appreciate your cooperation in resolving this matter. If there’s anything else you’d like to discuss or if you have questions, please feel free to let us know.”
- Confirmation:
– Confirm any agreed-upon arrangements and next steps:
– “To confirm, we’ve discussed [specific arrangement]. Is there anything else you’d like to add or clarify?”
- Closing:
– End the call on a positive note, expressing gratitude for their time:
– “Thank you for taking the time to discuss this with us. We appreciate your cooperation. If you have any further questions or concerns, please don’t hesitate to reach out.”
Remember to maintain a calm and professional tone throughout the conversation and be flexible in finding mutually agreeable solutions to address the missed payment.
Homework: Write an email (150 – 200 words) to a customer requesting payment of an invoice. Use language contained with the email handout I gave out. Here is the complaints handout.