-Do you like making calls to your family and friends? why?

-Have you ever answered a call from an angry customer? if so, how did you react?

-How does a person from customer services deals with bad situations?

-What tips can you give to a person in order to deal with these situations?

1-Where is the man calling?

2-Why is the man calling customer service?

3-What is the number the man gives to the woman?

4- What is the model of his Vehicle?

5- Does the woman ask for his phone number yes or no?

6- What is the cost of the new map?

7- Do you think the woman is being convincing the customer in buying the map?

8- Did the man bought the product, yes or no?

Really, I don’t like to make a lot of calls, I only call to someone when I to say something important. I don’t like because al always get bored talking a lot.

2-       Have you ever answered a call from an angry customer? If so, how did you react?

No, I have never answered a call from an angry customer.

3-       How does a person from customer service deals with bad situations

taking a series of steps, first apologizing, being empathetic, implementing the skill of active listening, and being kind and polite.

4-       What tips can you give to a person in order to deal with these situations?

I think that to deal with a situation like that it is important to be empathetic because empathy tends to calm the client.

Cecilia Rovira

Customer service from Nissan Company.

2-Why is the man calling customer service?

He called because he wanted to know how much it cost to update his car's map.

3-What is the number the man gives to the woman?

15243.

4- What is the model of his Vehicle?

2009 Nissan Altima.

5- Does the woman ask for his phone number yes or no?

Yes.

6- What is the cost of the new map?

$99 plus shipping and tax

7- Do you think the woman is being convincing the customer in buying the map?

Yes, she does.

8- Did the man bought the product, yes or no?

Yes.

(Cecilia Rovira)

-Do you like making calls to your family and friends? why?

I really prefer send a text, because propably the other person is busy, but if is a emergency situation I prefer a call

-Have you ever answered a call from an angry customer? if so, how did you react?

Yes, in my work I answered calls all the time and sometimes the people is mad at me, I react patiently because I do not want scale the call.

-How does a person from customer services deals with bad situations?

-Be patiente

-Be empathic

-Stay calm

-What tips can you give to a person in order to deal with these situations?

Do not take it personally, because the other person is angry with the company no with you.

Be patiente

Focus on resolving problems

Take a break

1-Where is the man calling?

2-Why is the man calling customer service?

3-What is the number the man gives to the woman?

4- What is the model of his Vehicle?

5- Does the woman ask for his phone number yes or no?

6- What is the cost of the new map?

7- Do you think the woman is being convincing the customer in buying the map?

8- Did the man bought the product, yes or no?

Nissan Company

-Why is the man calling?

for know the cost to update the map of his car.

-What is the number the man gives to the woman? 15243

-What is the model of his Vehicle?

2009 Nissan Altima

Does the woman ask for his phone number yes or no? Yes

-What is the cost of the new map?

$99.00

-Do you think the woman is being convincing the customer in buying the map? Yes, because give extra information to him

-Did the man bought the product, yes or not? Yes