Rizki Ardhana (202303510005)

Katarina Maura (202303010003)

Felicia Laura (202303010012)

Hazel Josephine (202303010001)

Speaking Skills:

Customer service needs to communicate clearly and concisely, using appropriate language to reassure the customer. There's room for improvement in avoiding jargon, offering specific solutions, and adapting to the customer's emotional state.

Listening Skills:

Customer service should practice active listening by summarizing the issue, acknowledging the customer's feelings, and avoiding interruptions to ensure a full understanding of the problem.

Speaking Skills

Customer Services are required to speak the right words to acknowledge the customer's feelings by using polite and emphatic phrases.

Listening Skills

Customer Services are required to listen actively to understand customer emotions and respond appropriately with empathy and clarity. 

Speaking Skills

Customer service requires fluent speaking skills and the ability to choose the right words to say to properly reassure customers that we are here to help and give them the information they

Listening Skills

Customer service certainly requires active listening skills to provide the right responses and get to the heart of the problem being raised or the question being asked.

Resolve : menyelesaikan

Issue/Problem : masalah

Complaint : keluhan

Inconvenience : ketidaknyamanan

(On) hold : panggilan ditahan 

Transfer : memindah

Department : departemen

Order : pemesanan 

Check : memeriksa

Frustrating: membuat frustasi//menyebalkan

Upset: kesal/sedih

Challenging: menantang

Thank you: terima kasih

Sorry: maaf

I understand: saya mengerti

Move forward: melangkah maju/lanjutkan

inconvenient - tidak nyaman/menyusahkan

resolved - diselesaikan

questions - pertanyaan

hold - menunggu

check - memeriksa

transfer - memindahkan (panggilan)

waiting - menunggu

patience - kesabaran

coworker - rekan kerja

solve - menyelesaik

account - akun

eligible - memenuhi syarat/berhak

valued customer - pelanggan yang dihargai

incentive - insentif

timeframe - jangka waktu

urgent - mendesak

cancellation - pembatalan

escalate - meningkatkan/melaporkan (ke tingkat yang lebih tinggi)

Assist - membantu

Offering help --> Offer and inquire about the exact kind of help that customers need.

Asking for information --> Acquire specific information regarding the issue the customer is experiencing, the customer’s order, etc.

Assuring --> Assure customers that their concerns are valid and will be resolved right away.

Empathizing --> Empathize with customers to show them that we truly care about them and regard them highly.

Modal Verbs:

Customer service necessitates very polite language and a soft-spoken tone to create a mood where customers can feel free to ask questions and/or voice out their complaints as well as feel respected by the company. This results in frequent uses of modal verbs such as ‘can’, ‘could’, ‘may’, and ‘would’ to make requests, such as “Would you mind being on hold while I get in touch with him/her for you?”

Simple Future Tense:

The future tense is used to ensure that customer service will handle the concern right away, showing that it is our utmost priority to fix whatever problem customers are facing. This reassures customers and sets up a good marketing image of a company that cares about its customers. For example, it is visible in the following sentences: “I’ll correct that and organize a new order right now. It will leave our warehouse today and should arrive within (time period).”

Acknowledging Feelings – Recognizing and validating the customer's emotions.

Showing Empathy – Demonstrating understanding and concern for the customer's situation.

Reassuring – Giving the customer confidence that their concerns are being heard or addressed.

Apologizing – Expressing regret for the customer’s experience.

De-escalating – Calming a tense or emotional situation.

Encouraging Progress – Helping move the conversation forward.

Polite and Formal - courteous words and phrases, avoiding slang or overly casual language. This helps maintain a professional tone and shows respect to the customer.

Explanations - Avoiding jargon or technical terms, and providing explanations in a way that is easy for the customer to understand.

Solution - Focusing on what can be done, rather than dwelling on limitations or problems.

Understanding - Making sure the customer is following along and comprehending the information or instructions provided

Present Continuous Tense

Used to describe actions happening at the moment of speaking, often to convey a sense of immediacy and responsiveness.

• "I'm calling you..."

• "I'm trying to connect..."

• "I'm going to do everything I can..."

• "I'm waiting for you to give me a solution..."

  
  

Modal Verbs

Used to express possibility, ability, permission, or obligation. These verbs help the CSR offer solutions, make requests, and provide instructions.

• "Can you reboot your router?"

• "I need to ask you..."

• "I will check what the problem is..."

• "You will have to log in..."

• "I can send a technician..."

  
  

Imperative Sentences

Used to give instructions or commands. This is common when guiding the customer through troubleshooting steps.

• "Hold on a minute please."

• "Can you try turning your router off..."

• "Click on the image icon and send the code image please."

Modal Verbs

Customer service communication frequently uses modal verbs to express politeness, possibility, and willingness, as well as to make polite requests or suggestions.

• “Would you mind being on hold while I get in touch with him/her for you?"

  Modal "would" is used to make a polite request.

• "Can I assist you with that?"

  Modal "can" expresses the ability or willingness to help.

• "Could you please let me know how this situation occurred?"

  Modal "could" is softer and more formal than "can," often used for politeness.

Present Continuous Tense

The present continuous is used to indicate actions being taken immediately or in progress to resolve the issue.

• "I’m looking into this issue right now."

• "We are working on a resolution for you as we speak."

  This tense conveys immediacy, showing the customer that their concern is being actively addressed.

Simple Future Tense

The simple future tense is used to reassure customers and indicate prompt resolution of their concerns.

• "I’ll forward this to the manager for you."

• "I’ll correct that and organize a new order right now."

  The use of "will" emphasizes determination and commitment to solving the issue.

Past Simple Tense

The past simple tense is used to refer to previous actions or situations experienced by the customer.

• "I’m sorry to hear that this happened."

• "I understand that this occurred earlier today."

  Using the past tense helps acknowledge what has happened and show understanding.