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SECTOR: IT-ITes, NSQF Level 4 (CLASS XII), , Student Workbook – Vol. 1, , PSS Central Institute of Vocational Education, Bhopal, (a constituent unit of NCERT, under Ministry of Human Resource Development,, Government of India)

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PREFACE, The National Curriculum Framework, 2005, recommends that children’s life at, school must be linked to their life outside the school. This principle makes a, departure from the legacy of bookish learning which continues to shape our, system and causes a gap between the school, home, community and the, workplace., The student workbook Volume 1 on “Functional English (Advanced)” is a part of, the qualification package developed for the implementation of National, Vocational Education Qualification Framework (NVEQF), an initiative of Ministry, of Human Resource Development (MHRD), Government of India to set common, principles and guidelines for a nationally recognized qualification system, covering Schools, Vocational Education and Training Institutions, Technical, Education Institutions, Colleges and Universities. It is envisaged that the NVEQF, will promote transparency of qualifications, cross-sectoral learning, studentcentered learning and facilitate learner’s mobility between different, qualifications, thus encouraging lifelong learning., This student workbook, which forms a part of vocational qualification package, for students who have passed Class X or equivalent examination, was created, by a group of experts. The IT-ITeS Skill Development Council approved by the, National Skill Development Corporation (NSDC) for the IT/ITES Industry, developed the National Occupation Standards (NOS). The National Occupation, Standards are a set of competency standards and guidelines endorsed by the, representatives of IT Industry for recognizing and assessing skills and knowledge, needed to perform effectively in the workplace., The Pandit Sunderlal Sharma Central Institute of Vocational Education, (PSSCIVE), a constituent of National Council of Educational Research and, Training (NCERT) in association with Wadhwani Foundation has developed, modular curricula and learning materials (Units) for the vocational qualification, package in IT/ITES sector for NVEQ levels 1 to 4; level 1 is equivalent to Class, IX. Based on NOS, occupation related core competencies (knowledge, skills, and, abilities) were identified for development of curricula and learning modules, (Units)., This student workbook attempts to discourage rote learning and to bring about, necessary flexibility in offering of courses, necessary for breaking the sharp, boundaries between different subject areas. The workbook attempts to, enhance these endeavors by giving higher priority and space to opportunities, for contemplation and wondering, discussion in small groups and activities, requiring hands-on-experience. We hope these measures will take, ussignificantly further in the direction of a child-centered system of education, 4

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outlined in the National Policy of Education (1986). The success of this effort, depends on the steps that school Principals and Teachers will take to encourage, children to reflect their own learning and to pursue imaginative and on-the-job, activities and questions., Participation of learners in skill development exercises and inculcation of, values and creativity is possible if we involve children as participants in, learning, and not as receiver of information. These aims imply considerable, change in school routines and mode of functioning. Flexibility in the daily timetable would be a necessity to maintain the rigor in implementing the activities, and the required number of teaching days will have to be increased for, teaching and training., Acknowledgements, The following partners were instrumental in providing the content:, 1. Accenture India’s Corporate Citizenship Program (Skills 4 Life) has, provided the content material for English and have commissioned and, developed as well as provided access to their implementing partners (Dr., Reddy’sFoundation and QUEST Alliance)., 2. The Wadhwani Foundation team involved in designing and building this, curriculum and content include Ms. Sonia Kakkar, Ms. Toral Veecumsee,, Ms. Darshika Sanghani, Mr. Karthik Chandru, Ms. Rekha Menon, Mr. Ajay, Goel and Mr. Austin Thomas., 3. The PSSCIVE‟s team was involved in guidance and editing the content., 4. In addition, various public domain sources have been leveraged to create, materials and illustrations across module. The contributions of all these, sources is gratefully acknowledged and recognized., , 5

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TABLE OF CONTENTS, Functional English (Advanced) ................................................................... 8, Session 1: Customer Service Representatives ................................................. 8, Session 2: Describing Your job ..................................................................12, Session 3: Applying for Leave ...................................................................15, Session 4: Being a Good Team Player ..........................................................20, Review Session 1 ...................................................................................23, Session 5: Talking About One’s Company .....................................................30, Session 6: Information Technology .............................................................33, Session 7: The ITES Industry .....................................................................37, Review Session 2 ...................................................................................43, Session 8: communicating Effectively..........................................................48, Session 9:Opening and Closing a Customer Service call ....................................51, Session 10: Paraphrasing .........................................................................55, Review Session 3 ...................................................................................59, Session 11: Verification of Information ........................................................64, Session 12: Directing a Customer Over The Phone ..........................................69, Session 13: Handling an ANGRYCustomer .....................................................74, Review Session 4 ...................................................................................80, Session 14: Handling Customer Queries .......................................................88, Session 15: Clarifying .............................................................................92, Session 16: The Call Flow ........................................................................96, Review Sesssion 5 ................................................................................ 103, Session 17: Giving and receiving Feedback ................................................. 109, Review Sesssion 6 ................................................................................ 113, Communication Skills ............................................................................ 116, Sesssion 17: Importance of Communication Skills ......................................... 116, Sesssion 18: Effective Listening Skills ........................................................ 119, 6

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Sesssion 19: Non-Verbal Communication ................................................... 121, Sesssion 20: Workplace Communication .................................................... 127, Sesssion 21: Interview Skills ................................................................... 131, , 7

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FUNCTIONAL ENGLISH (ADVANCED), SESSION 1: CUSTOMER SERVICE REPRESENTATIVES, RELEVANT KNOWLEDGE, Who is acustomer service representative?, A customer service representative forms a link between businesses and, customers, providing customer service support, answering general questions,, offering technical support over the phone or via internet-chat.,  Customer service representatives are more popularly known as “CSRs”.,  CSRs may be direct representatives (store executives) or calling agents, (call center) of their businesses.,  They communicate with customers to provide information in response to, inquiries about products and services, and to handle and solve customer, complaints. They form a very important link between businesses and the, customers; they are often a company's main source of constant customer, contact.,  CSRs, as call center agents, may also provide customer service support, by offering technical and non-technical support over the phone or via, internet-chat or answer general questions.,  They might handle bank or credit card account inquiries, customer, requests, customer complaints, technical or non-technical support, issues, customer suggestions and feedback., Now, in your own words, describe the job profile of a customer service, representative. Write your answer in your notebooks., For any job profile, specific skills are required. What skills do you think, customer service representative needs?, 1., 2., 3., 4., 5., 6., 7., , _______________________________________________________, _______________________________________________________, _______________________________________________________, _______________________________________________________, _______________________________________________________, _______________________________________________________, _______________________________________________________, , Some of the skills required to be a good customer service representative are:,  Communication:Customer service representatives often handle client, concerns by phone, so it's important they be skilled talkers. They must, also be good listeners, and should be able to write brief and clear emails, and letters., 8

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, , , , , , , , Problem Solving: Often, customer service representatives must identify, problems, handle complaints or answer complicated questions. This, makes it very important for them to be skilled in quick, logical problem, solving., Computer Skills: The majority of customer service representatives use, computers use computers on a daily basis, to recover client or company, information. Therefore, they must be comfortable using computers and, be able to learn and use different types of software and the Internet., People Skills: Customers are often upset when they contact customer, service. This makes it very important that the customer service, representatives are able to remain calm, polite and respectful at all, times., Grammar and Spelling:Customer service representatives should speak, proper English and be able to avoid slang. When writing emails or, letters, they must practice good grammar and spelling., , EXERCISE 1 : Customer Service Representatives, Follow the instructions of your facilitator. In this exercise, you should be able, to fill in the blanks to correctly describe and understand the job of a customer, service representative, in a call center scenario and a face-to-face interaction., 1. A: Hi! How did your interview go?, B: Good. They said I had the skills of a good CSR., A: CSR? What’s that?, B: It’s the shorter version of a ____________________________., A: Oh, that’s good to know. So, what is the job of a CSR?, B: Well, as they deal with customers on a daily basis, they form a very, important __________________ between the businesses and the, customers. And because they handle complaints and sometimes answer, complicated questions, they also need to be skilled in quick, logical, __________________., A: Sounds interesting. I hope you get the job., B: Me too., A: Good luck!, B: Thanks!, 2. A: Hey, Do you think I too could apply for a job as a CSR?, B: Sure! In fact, you would be perfect for the job., A: What makes you think so?, B: Because you have the all the skills required for the job., A: What are the skills needed?, B: The first skill needed is _________________, as you will have to either, talk or email chat with customers the whole day. The next skill needed is, 9

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___________________, as it’s very important to be calm, polite and, respectful at all times when dealing with customers. The other skills, required are two things you are excellent at!, A: What?, B: Computers and ___________. Computers, as CSRs use computers on a, daily basis, to take down and recover client or company information, and, they are required to speak and write/type letters/mails in clear and, understandable English., A: Great! I think I will apply for the job first thing tomorrow morning., Wish me luck., B: Best of luck!, 3. A: Did you check out the new website “This is IT.com” for IT/ITES jobs?, B: No. Is it any good?, A: Yes, it is. My friend just got a job through the site., B: So, do you know of any job offers that I could apply for?, A: Yes. There is an opening for a customer service representative in a, BPO. You should apply., B: What would my job as a customer service representative be like?, A: I think you might have to provide customer service support by offering, _________________ and ____________ support over the phone or via, internet-chat or answer general questions. And you also may have to, handle _______________ or _____________ card account inquiries,, customer requests, customer _____________., B: Wow! That seems like a lot to do. Do you really think I should apply?, A: Yes. I do., B: Alright. I will go online and apply for the job right away!, A: All the best!, B: Thanks!, EXERCISE2 : Present Perfect Tense, Identify the sentences in the present perfect tense., 1. More stores have realized the importance of good customer service. X, 2. APPLE has introduced the iPad-4 recently. √, 3. Compworldhas a new computer gaming section. X, 4. Customers have decided to shop only at Compworld because of the wide, range of computers they sell.√, 5. They have reduced the prices of their laptops to half. √, 6. More customers are coming to the shop after the sale was announced. X, Try and make simple sentences using this grammar concept., , 10

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Go through the assessment. If time permits, you can try to attempt it in class., Otherwise, you can attempt it at home and bring to the class the next day for, review., ASSESSMENT, Read this:, 1. I ______ (buy) a modem., I havebought a modem., 2. I ______ not ______ (buy) a CD., I have not bought a CD., Fill in the blanks with present perfect form of the verbs given in the brackets., 1. By mistake I ____________ (keep) these old DVDs., 2. I just bought the laptop for 50,000 rupees and yet you____________ not, ____________(give) me any discount., 3. We are in loss because he ____________ (sell) the laptop at a price, lower than the cost price., 4. Trust me ma’am, I ____________ (offer) you the best price. No other, shop will offer you this price., 5. Someone____________ (forget) their wallet here., 6. He ____________ (sell) very few computers because the customers find, the prices very high., 7. I ____________ (spend) less money for this computer than I thought I, would because the shopkeeper gave me a good discount., 8. How many calls ____________ you ____________ (make) to the, customers?, 9. You ____________ not ____________ (tell) me the cost of the Tablet PC., 10. You ____________ already ____________ (serve) the customer well., , 11

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SESSION 2: DESCRIBING YOUR JOB, RELEVANT KNOWLEDGE, In the last session, you discussed the job profile of a customer service, representative. In this session, you will learn how to give a simple job, description., Imagine that you have the job that you always wanted and your family is eager, to know all the details. Now, answer the following questions., 1. What do you do?, 2. Where do you work?, 3. Where is your office located?, 4. How long have you been working there?, 5. What are your work timings?, Write your answers in your notebooks. The answers that you have just written, constitute(i.e. form) a simple description of your job., EXERCISE 1: Describing Your Job, Read the passage given below. It discusses Manish’s job. Now, imagine that you, are Manish (stand in Manish’s boots) and answer the questions in the, conversation that follows. Post that, you will form pairs and role play the, conversation between A and B, and present the role play before the class., Sahil works for a call center called “Contact-One”. He is a customer service, representative. His job requires him to answer all in-coming calls from, customers and help them solve their issues. The office he works at is located in, Gurgaon. He works from 14.30hrs (2:30pm) in the afternoon to 23.30hrs, (11:30pm) in the night. He has been working on the same job for a little more, than 2 years., Sahil had worked as a customer service executive at a lifestyle-store before,, but he likes this job better. That is because Contact-One is a huge organization, and working there has helped him develop and expand his skills. He is also, happy with the salary and benefits he receives. Sahil gets a salary of Rs 12,000, per month, and medical insurance covering him and his parents. He also, receives an additional bonus of Rs 500 every week, if he solves more than 90%, of his customers’ issues, which he does! The only problem that he has with his, job is the long distance from his home to the office, and the time it takes to, travel back and forth., A: So, where are you working at?, B: _________________________________________________________________., A: Where is it located?, B: _________________________________________________________________., 12

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A: Whatare the working hours?, B: _________________________________________________________________., A: How long have you been working on this job?, B: _________________________________________________________________., A: Tell us a little about your work., B: I am working as a _______________________________. The job requires, ____________________________________________________________________., A: Have you worked as a sales representative before?, B: _________________________________________________________________., A: How is this job different from your previous job?, B: _________________________________________________________________., A: How much does your job pay you?, B: _________________________________________________________________., A: What else is there?, B: _________________________________________________________________., A: So, is there anything that you do not like about your job?, B: __________________________________________________________________, ________________________________________________., EXERCISE 2: Connectors and Conjunctions, Choose the appropriate conjunction / connector., 1. My main job is that of a Team Leader, _____ I also answer calls, sometimes. (but, yet, so), 2. I chose to take up the job in Delhi _____ it is a bigger organization. (so,, as, and), 3. My working hours are from 9am to 7pm; _____ you could say that I work, 10 hours. (but, so, because), 4. I am doing an MBA ___________ I want to grow in my career. (and,, though, because), 5. In the near future, I want to become a Call Center Manager., ____________ I have not worked in a managerial role before, I am sure I, will pick up the skills. (Though, For, But), 6. First, I used to be a call center agent. ______ I became a Team Leader., (However, Then, In brief), 7. I like my new job. _____________ I love talking on the phone!, (Nevertheless, Moreover, Therefore), Try and make simple sentences using this grammar concept., Go through the assessment. If time permits, you can try to attempt it in class., Otherwise, you can attempt it at home and bring to the class the next day for, review., , 13

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ASSESSMENT, Read this:, 1. I told her I didn’t know how to make an omelette, so she offered to show me, how. (conjunction), 2. I told her I didn’t know how to make an omelette. Then she offered to show, me how. (connector), 3. She offered to show me how to make omeletteas I didn’t know how., (conjunction), 4. I didn’t know how to make an omelette. Therefore she offered to teach me., (connector), Instruction: Fill in the blanks with connectors/conjunctions given in the box, below. Some of the connectors/conjunctions can be used more than once., though, however, and, but, as, then, , because, , so, , next, , thus, , My name is Isha _______ I am a call center agent at WKS, a BPO at Tech-City in, Gurgaon. I have been working there for more than a year. _______ I enjoy my, work so much that time seems to have passed very quickly., _______, a lot of people feel that a call center agent’s job is easy, it’s not. It is, a job that requires a lot of energy _______ patience. Every morning, I have to, reach the office by 9:00am sharp. _______ I have to mark my attendance,, _____ make sure I check all my emails for any incomplete work that has to be, completed. _______, I have to attend and solve all the customers’ calls., I start attending to calls at around 9:30am, _____, break for lunch only at, 12:30pm. We have an hour to finish eating, and _____ its back to work., _______ our organization is very large ____ internationally well known, it, attracts a lot of customers from across the world., , 14

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SESSION 3: APPLYING FOR LEAVE, RELEVANT KNOWLEDGE, In this session, you will learn about how to apply for leave in a formal working, environment. You will learn about different formats used to create leave, applications., What is a leave application?, An application for leave is a common employment email / letter written /, typed in all organizations. Some points in common about all leave applications, are:, , , , , , , , , , , An employee should make it a point to draft a leave application before, going on long leave. This helps the management in handing-over, responsibilities to another employee, for the specified duration., The application emails / letters help in maintaining the leave record of, the employee., The application is written to inform the superior about the employee’s, non-availability in the organization for a specific period., The letter is written in formal language and format specified by the, organization., The reason of leave and period of absence is clearly specified in the, letter., The application email / letter is short and precise., Only relevant information features in the letter / mail., The application should convey an assurance to the employer that all the, pending work will be completed once the employee returns from leave., , The two samples below are for employees who choose to write an application in, hard copy. Note the format and the language.Notice how the employee is, applying a leave for a period of five days for a genuine personal reason., A Sample Employee Leave Application letter – 1, Name:RaashiDingra, Employee Code: CSD - 1248, Date: 05/24/2013, To,, Avinash Bagaadi, Manager, Human Resources, Subject: Leave Application for 10 days for exams, Dear Sir,, I wish to apply for 10 working days leave from the 15th of next month till the, end of month (16 - 27 Apr. 2012)., 15

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The reason for this is my master's course examinations of the final term. The, examinations consist of the 10 papers that I need to appear for, and the, additional five days are for preparing for the examinations., I shall report back to work on the 30thof May 2012 and put in extra hours to, complete any work that has arisen during the period of my absence., I request you to kindly approve my leave., Thanking you., Regards,, Ankita Pandey, A Sample Employee Leave Application letter - 2, Dated: 21st July, 2009, To,, The Manager,, Computer Services Department., Subject: Request for leave, Dear Sir/Ma’am,, I would like to request a leave for 5 days, from the 25th to the 29thof July, as I, have to attend my brother’s wedding in Jamshedpur. I assure you that the, reports expected on 31st of July will be delivered on time., I would be extremely happy if my leave is sanctioned., Thanking you,, Regards,, Arun Anand - (Employee-Id No. 0123), Computer Services Department, Note the format of the applications. Did you notice the details below?, o The date is written on the top left corner., o The date is followed by the designation of the addressee. This is written, on the left., o The designation of the addressee is followed by the subject., o The subject is followed by the salutation., o The salutation is followed by the body of the later., o The body of the letter is followed by the leave-taking., Sample-3: Application of leavevia e-mail., Note the format and the language., , 16

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., , A, , Sample, , Employee, , Leave Application E-mail, , -, , 3, , Dear Sir,, This application mail is to request you to grant me a leave of absence for three, weeks starting from November 10, 2012., My wife has had an accident resulting in a dislocated knee joint that needs to, be surgically operated and I am the prime care taker. I need to be with her, during the surgery and the recovery period. The doctors have advised her three, weeks of complete bed rest., Therefore, I would really appreciate your approval of leave, as I will have to, take care of my wife, children and home. I will return to work on December 2,, 2012., All my work has been completed up-to-date; however, if there are any, concerns, I can be contacted via phone / internet., Yours sincerely, Jagjit Anand, Customer Service Representative, Employee – id 78910, Do you notice the difference in the format of a leave application via e-mail?, In an e-mail, the format all sections within the letter are aligned to the left., The paragraphs too should start from the left. All sentences too, should start, from the margin of the letter or mail., For example:, To: (recipient's address), CC: (the reporting manager’s personnel's e-mail addresses), Subject: Leave application for ____ days for ____., In this section, you may or may not mention the reason of the leave in the, subject line itself. For instance, if it is for personal reasons, it is better not to, write it in the subject line. In case it is for some general reason, such as an, examination, then you may., Body of the e-mail:, o Start with the addressee's name, designation, department, etc. In the, first line, i.e. the introduction of the e-mail, one is supposed to write, that he or she wishes to apply for leaves., o Next, follows the date and number of working days., o In the second paragraph, one can cite the reason for applying for leaves., Then request them to accept and approve the leave., 17

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o The content of this letter should not exceed more than 300 words in, general., o End the letter by thanking the recipient and saying that you will await, the reply., Signature: Your name, designation, employee id, department, EXERCISE 1: Writing a Leave Application, Listen carefully to the instructions given by your facilitator. You need to form, pairs and prepare a presentation as directed in the exercise. Each pair has to, enact the completed conversation in the form of a role-play where one student, plays the role of the A and B., Fill in the blanks with the options given below:, o your reasons for taking the leave, o The letter should start, o you can write down the salutation, o Thanks a lot, o the top left corner, o you can write the body of your leave application, o write the subject after that, o designation of the person, A: I don’t know how to write a leave application., B: I do. Would you like me to teach you?, A: Yes, that will be great!, B: Okay. _____________________with the date. Write down the date on, _________________., A: Okay. What should I write after date?, B: The ______________________________________you are writing the leave, application to., A: Right! And I suppose we have to _______________________________., B: Correct! After that, ________________________________________., A: And the salutation is usually followed by the subject, isn’t it?, B: Yes. Then, ______________________________________________________., A: What should I write in that?, B: You can state how many days’ leave you want to request as well, as___________________ _______________________., A: Okay. And what comes after the body?, B: After the body of the letter, you can give the leave-taking. And that’s how, you write a leave application., A: ________________________________!, , 18

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EXERCISE 2: Vocabulary, Choose the option which define the words in bold or share meaning with them., 1. A leave letter is one where you request leave., (a) ask for, (b) demand, (c) refuse, 2. It should have a subject., (a) a statement which shortens the letter, (b) a statement which states the topic of the letter, (c) a statement which is an example of the letter, 3. It is easy to write a leave application., (a) difficult, (b) a tough job, (c) not difficult, 4. I would be extremely happy if my leave is sanctioned., (a) refused, (b) allowed, (c) not allowed, 5. I have to attend my brother’s meeting in Jamshedpur., (a) to be present at, (b) to be absent at, (c) to not go to, Go through the assessment. If time permits, you can try to attempt it in class., Otherwise, you can attempt it at home and bring to the class the next day for, review., ASSESSMENT, Instruction: Select the right word from the options given., 1. I would like to request/beg you for a grant of motherhood/maternity, leave., 2. I have been working with this organization for the past six years and my, leave record is very good/perfect., 3. Apart from last year when I exhausted/finished all my available leaves,, every other year has at least 5 or 6 days of un-availed leaves., 4. I understand/know that the company does not provide maternity, leave/off., 5. However/Though, I hope that my case can be considered as an, exception/omission to the rule., 6. I hope this record helps you to view my case favorably/happily., 7. I would be extremely grateful if my leave is sanctioned/passed., , 19

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SESSION 4: BEING A GOOD TEAM PLAYER, RELEVANT KNOWLEDGE, All of us have worked in teams. A family too, is a team where each one of us, cooperates with the others to make the journey smooth. The same holds true in, organizations too. Now, look at the following situations and note down which, characterizes the quality of being a good team player and which does not., 1. Your colleague asks you to look after his department for a while because, he has to attend an urgent call. You refuse him by saying that you are, too busy., 2. Your junior asks you to explain what to do as he is new. You describe the, job in detail and tell him to come to you if he needs any help., 3. Your boss tells you to complete the call reports for the last two weeks, with the help of two other customer service representatives; you tell, your boss that you like to do things alone., 4. Your colleague asks you to help her with her calculations for the report., You willingly calculate her numbers and offer to complete the report for, her., Listen carefully to the instructions given by your facilitator and participate, in the class discussion., EXERCISE 1: Team Player 1, What would you do in order to be a good team player in the following, situations?., 1. A colleague of yours wants your help in completing a project. You say:, (a) I am busy; however, I suppose I could help you a little., (b) I am busy and I can’t help you at all., 2. A colleague of yours wants your help in getting the information for the, weekly call report. You say:, (a) I am busy so I can’t help., (b) I really wish I could help you; however, I have a lot of work to finish., 3. You and your colleagues are given the same task. You say:, (a) I think we can work together on the task as a team., (b) You do the work your own way., EXERCISE2: Team Player 2, Rearrange the following in order to complete the conversation between A and, B., o Maybe we could do it together., o We will need the call reports, follow-up documents, as well as, all the onsite service reports we have., 20

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o Oh! Even I have been given the same assignment., o Okay. Shall I get the call reports?, o Yes, we could. Let’s make a list of the things we might need., A: Hello, I have been asked to categorize all the customer files according to the, issues., B: __________________________________________________________________, A: __________________________________________________________________, B: __________________________________________________________________, A: __________________________________________________________________, B: __________________________________________________________________, A: Yes. I will go and get the follow-up documents, and the on-site service, reports., Listen carefully to your facilitator follow the instructions to complete the, exercise., EXERCISE3: Pronouns, Choose the appropriate pronoun for the following:, 1. He told me to do the job ______________. (mine, myself, me), 2. I needed __________ help. (your, yours, you), 3. If we do the work together, it will take ________ less time to complete, it. (we, our, us), 4. I told them we can’t do it without ____________ co-operation. (theirs,, their, them), 5. Working as a team helps ___________ do our work faster and better., (we, us, ourselves), 6. Would you like __________ to help you? (me, I, myself), 7. He can do the work ___________ but if we help him, it will be done, faster. (him, himself, his), Go through the assessment. If time permits, you can try to attempt it in class., Otherwise, you can attempt it at home and bring to the class the next day for, review, ASSESSMENT, Read this:, 1. We need to fight for our rights., 2. They should do the work themselves., 3. I have to learn it on my own., 4. This is my struggle and mine alone., Instruction: Fill in the blanks with the correct pronouns., , 21

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1. My boss is a very intelligent and friendly person. _________ (His / He), guidance and support help _______________ (ourselves / us) do our work, efficiently., 2. When I joined the electronic department I didn’t know how to service a DVD, player. But Kaushik, who is very kind and helpful in nature, explained all, _________ (it / its) know-how to me., 3. Shalini seemed unfriendly at first, but once I become a friend of _________, (hers / her), she helped _________ (I / me) a lot and made me feel, comfortable in the new office., 4. Naman and ________ (I / me) have never been that close, yet when I asked, _________ (him / he)to help with categorizing the products according to, their Brands, he readily agreed., 5. Anshuman had to leave for home early as his sister was not well. My boss not, only gave _________ (him / his) permission to leave early, but also asked, _________ (he / his) driver to drop Anshuman home., 6. Vandana has exchanged _________ (hers / her) day shift with Nisha’s night, shift because Nisha had to go to her son’s school on Monday morning., , 22

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REVIEW SESSION 1, RELEVANT KNOWLEDGE, Objective: To evaluate your knowledge and understanding of Sessions 1, 2, 3, and 4 of Level-4., Methodology: The review evaluations will be Question and Answer based., Answers will be assessed on content, context, grammar, sentence structure and, vocabulary based on the sessions that have been imparted., Process: The review evaluations will be divided into four parts. One for each, session:, 1., 2., 3., 4., , Customer Service Representatives., Describing your job., Applying for Leave., Being a Good Team Player., , ASSESSMENT, , Review of Session 1: Customer Service Representatives, Questions, Answer each question in this sectionas completely as possible, in your own, words. “Parroted” answers are not expected. (i.e. do not repeat the exact, same words that were taught in the sessions)., 1. What are customer service representatives popularly known as?, 2. What kind of a “link” do customer service representatives form between, businesses and their customers, and why?, 3. What is the job description of a customer service representative?, 4. What the most important skills of a good customer service, representative?, Grammar, Fill in the blanks of the given sentences with present perfect form of the verbs, given in the brackets., 1. By mistake I ____________ (keep) these old DVDs., 2. I just bought the laptop for 50,000 rupees and yet you____________ not, ____________(give) me any discount., 3. Trust me ma’am, I ____________ (offer) you the best price. No other, store will offer you this price., 4. Someone____________ (forget) their wallet here., 23

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5. He ____________ (sell) very few computers because the customers find, the prices very high., 6. You ____________ not ____________ (tell) me the cost of the Tablet PC., 7. You ____________ already ____________ (serve) the customer well., , ***********************************************************************, Review of Session 2: Describing Your Job, Questions, The details given below are of Tanuja Shah’s job description. Rearrange the, sentences of her job description, so it makes sense and has a sequential flow,, and then answer the questions given below., Sentences:, She works from 9.30am in the morning to 6:30pm in the evening. Her job, requires her to attend to and serve all the customers’ needs and queries, and, assist them in the best way possible. She is a customer service representative, at one of their stores. Tanuja works for a computer manufacturing giant called, “Gadgetronics”., She has been working on the same job for a little more than 2 years. The office, she works at is located in Gurgaon., That is because Gadgetronics is a huge organization and working there has, helped her develop and expand her skills. Tanuja gets a salary of Rs 9,500 per, month, and medical insurance for her and her parents. Tanuja had worked as a, customer service executive at a lifestyle-store before, but she likes this job, better. She is also happy with the salary and benefits she receives. The only, problem that she has with her job is the long distance from her home to the, office, and the time it takes to travel back and forth. She also receives an, additional bonus of Rs 750 every week, if she provides excellent service to, more than 90% of her customers and receives good feedback, which Tanuja, does!, Questions:, A: So, where are you working at?, B: ___________________________________., A: Where is it located?, B: ______________________________., A: How are the working hours?, B: _____________________________________________________., 24

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A: How long have you been working on this job?, B: _____________________________________________________________., A: Tell us a little about your work., B: I am working as a _______________________________. The job requires, _______________________________________________________________., A: Have you worked as a sales representative before?, B: _____________________________________________________________., A: How is this job different from your previous job?, B: _____________________________________________., A: How much does your job pay you?, B: _________________________________________________________________., A: What else is there?, B: _________________________________________________________________., A: So, is there anything that you do not like about your job?, B:___.______________________________________________________________., Sentences, Fill in the blanks with connectors/conjunctions given in the box above the, given sentences. Some of the connectors / conjunctions can be used more, than once., Connectors & Conjunctions:, though, , however, , and, , but, , as, , then, , because, , so, , next, , thus, , My name is Isha _______I work as a customer service representative at, Gadgetronics at Tech-City in Chennai. I have been working there for more than, a year now. _______I enjoy my work so much, I haven’t noticed the months roll, by., _______,a lot of people feel that a customer service representatives job is, easy, it’s not. It is a job that requires a lot of energy _______patience. Every, morning, I have to reach the office by 9:00am sharp. _______I have to mark my, 25

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attendance, _____make sure I check all my emails for any incomplete work that, has to be completed. _______, I have to attend to all the customers’ needs., I start attending to customers at around 9:30am, _____,break for lunch only at, 12:30pm. We have an hour to finish eating, and _____ it’s back to work., _______our organization is very large ____ internationally well known, it, attracts a lot of customers from across the world., , ***********************************************************************, Review of Session 3: Applying For Leave, Questions, Answer each question in this section as completely as possible, in your own, words., 1) What do application emails/letters help maintain?, 2) What kind of language and format must you use in an application, email/letter?, 3) What should be specified in the application email/letter?, 4) Why is the application email/letter for leave written, and to whom?, 5) “A leave application email/letter should consist of all kinds of, information.” - True/False? State why., 6) “The leave application email/letter should not be lengthy and, imprecise.” – True/False? State why., 7) “An employee shouldn’t draft a leave application before going on long, leave.” – True/False? State why., 8) What do you need to always assure your employer of when applying for, leave?, 9) What is the format of a leave application letter? Explain step-by-step., Letter Format, Rearrange the given points, to form a logical and coherent leave application, letter based on the format taught in the session., Leave Application Letter:, o Dear, o Computer Services Department, o The Manager,, o Thanking you,, o Dated: 21st July, 2009, o Sir/Ma’am,, o Regards,, 26

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o, o, o, o, , Computer Services Department, Subject: Request for leave, MitaaliSinghania - (Employee-Id No. 7890), I would be extremely happy if my leave is sanctioned. from the 25th to the, 29th of July, as I have to attend my brother’s wedding in Jamshedpur. I, would like to request a leave for 5 days., , Sentences, Select the right word from the options given in bold in the givensentences., 1. I would like to request / beg you for a grant of unwell/sick leave., 2. I have been working with this organization for the past six years and, my leave record is very good/perfect., 3. Apart from last year when I exhausted / finished all my available, leaves, every other year has at least 5 or 6 days of un-availed leaves., 4. I understand / know that the company does not provide any paid, leave / off., 5. However / Though, I hope that my case can be considered as an, exception / omission to the rule., 6. I hope this record helps you to view my case favorably / happily., 7. I would be extremely grateful if my leave is sanctioned / passed., , ***********************************************************************, Review of Session 4: Being a Good Team Player, Questions, Answer each question in the “Questions” section as completely as possible, in, your own words., , , Which of the following characterizes the quality of being a good team, player, and which do not?, 1. Your colleague asks you to help her prepare the report chart. You, willingly help her and offer to complete preparing the chart for, her., 2. Your colleague asks you to help him with his report because he has, to submit it today. You refuse him by saying that you are too busy., 3. A new member of your team asks you to explain to him what the, job involves. You describe the job in detail and tell him to come, to you if he needs any help., 4. Your boss tells you to complete the customer service reports for, the last two weeks with the help of two other customer service, representatives.; you tell your boss that you can’t work with, them, as you don’t like them., 27

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Role Play, Rearrange the following dialogues, in order to complete the conversation, between A and B., Good Team Player, o Maybe we could do it together., o We will need the customer service reports, follow-up documents, as well as,, all the on-site service reports we have., o Oh! Even I have been given the same assignment., o Okay. Shall I get the customer service reports?, o Yes, we could. Let’s make a list of the things we might need., A: Hello, I have been asked to categorize all the customer files according to the, issues., B: __________________________________________________________________, A: __________________________________________________________________, B: __________________________________________________________________, A: __________________________________________________________________, B: __________________________________________________________________, A: Yes. I will go and get the follow-up documents, and the on-site service, reports., Sentences, Fill in the blanks of the given sentences with the correct pronouns., 1. My boss is a very intelligent and friendly person. _________ (His / He), guidance and support help _____________ (ourselves / us) do our, work efficiently., 2. When I joined the electronic department I didn’t know how to service, a DVD player. But Kaushik, who is very kind and helpful in nature,, explained all _________ (it / its) know-how to me., 3. Shalini seemed unfriendly at first, but once I become a friend of, _________ (hers / her), she helped _________ (I / me) a lot and, made me feel comfortable in the new office., 4. Naman and ________ (I / me) have never been that close, yet when I, asked _________ (him / he)to help with categorizing the products, according to their Brands, he readily agreed., 5. Anshuman had to leave for home early as his sister was not well. My, boss not only gave _________ (him / his) permission to leave early,, but also asked _________ (he / his) driver to drop Anshuman home., 28

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6. Vandana has exchanged _________ (hers / her) day shift with Nisha’s, night shift because Nisha had to go to her son’s school on Monday, morning., , ***********************************************************************, , 29

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SESSION 5: TALKING ABOUT ONE’S COMPANY, RELEVANT KNOWLEDGE, At the end of this session, you should be able confidently describe your place of, work. Read the following sentences given below about a company Safe-Keep., Safe-Keep,  One of largest Software Companies in India.,  Provideshigh-end anti-virus and anti-hacking software.,  USP (Unique Selling Point)– software that keeps all individual personal, data; bank accounts, personal information, all online details and, passwords, etc. safe from theft; being hacked, and viruses., Imagine that you work in this company and have to describe the company based, on the points given above., ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, EXERCISE:1: Talking About One’s Company 1, Use the given points given below to form a paragraph. Start with the line “I, work at Nokia.”, Nokia,  World’s largest manufacturer of mobile devices,  Offers internet services which enable users to access music, games,, media, messaging, and maps,  One of the most valuable global brands,  Mobile devices named according to series,  Series ranging from 1000 to 9000,  Special function series include Nokia Eseries (Enterprise series), Nokia, Nseries (Multimedia Computer series), and Nokia N-Gage (Mobile gaming, devices), EXERCISE 2: Talking About One’s Company 2, In this exercise you need to rearrange the sentences to form a conversation, between a Customer and a Salesperson. Then you will form pairs and enact the, conversation in a role play before the class., 30

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, , , , , , , , , , , , , , , , , , , , , , APPLE is the largest technology company in the worldthat designs,, manufactures and sells consumer electronics, computer software, and, personal computers., Of course! Our company invented the iPod!, Thank you so much Ma’am. Please do visit us again., Ma’am, some of our best-known products are the Macintosh line of, computers, the iPod, the iPhone and the iPad., No. That will be all., Ok. Does your company have any product that plays music only?, Could you tell me a little about your company?, Oh! That’s great. What are your best known products?, Really? I didn’t know that., Alright, you’ve convinced me. APPLE it is! I’ll buy the APPLE Laptop., Can you tell me what some of them are?, Ma’am, would you like to purchase any software too?, Do you make software too?, Thank you. After all that you’ve told me about your company, I’m really, happy I’ve bought an APPLE product., No. Not at this time. Right now, I only want to buy a good laptop for my, son’s birthday. He is studying animation., Then I think an APPLE Laptop would be perfect for your son Ma’am, as, our products are mainly for professionals in the creative media and, design fields., Our company produces some excellent software such as, iTunes, iLife,, iWork, and many more., Very good! Is there anything else I can help you with Ma’am?, Alright Ma’am, I’ll make your bill right away., , The conversation should start with:, Customer: Could you tell me a little about your company?, EXERCISE 3: Pronouns, Read out the sentences below and choose the correct pronouns., 1. _____ was asked to talk about ____ company. (she-her, her-she), 2. I will let the company’s success speak for ________. (myself, itself), 3. ______ Company lets _____, the employees, take initiatives. (our-we,, our-us), 4. _____ Company employs fewer workers than _______. (my-yours, yoursmine), 5. _______ Company employs more workers than _______ does. (yours-my,, your-mine), , 31

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6. At _________ company, _________ do not have to bring ___________, own food. (our-we-our, our-us-our, our-we-ours), 7. Cooks are employed to prepare lunch for __________. (ours, us,, ourselves), 8. But those who do not like the food prepared by ___________, can bring, food from home. (them, they, their), Try and make simple sentences using pronouns.Go through the assessment. If, time permits, you can attempt the exercise in class. Otherwise, you can, attempt it at home and bring to the class the next day for review., ASSESSMENT, Read this:, This, these, that, and those – These pronouns distinguish particular objects and, people., Anyone, anybody, somebody, someone, everyone, each, either, neither,, everything, everyone, something, nothing, nobody, both, few, fewer, many,, others, several, all, any, more, most, none, some, and such – These pronouns, refer to one or more unspecified things or people., Instruction: Fill in the blanks by choosing the correct pronoun., I work at SellWell, _______ (who, which) is a huge supermarket. It is situated in, Anand Vihar. Myjob there is that of a sales representative. __________(Our,, Ours) company is the largest supermarket chain in India. It has been around for, more than five years. The items that wesell in __________ (this, these) huge, supermarket are many. __________ (They, Their)include food, clothing,, accessories, utilities, kitchen items, stationery, books – the list goes on. In fact,, our slogan is “A shop for_____________.” (everyone, each), Although we do great business every day, the one time when we get over a, thousand customers a day is during the “Sale Season”. For_____(me, mine), it, is also the time to earn a lot of incentive. Customers pour in by hundreds and, we have to help ________ (them, they)with _________ (their, theirs)shopping., Each customer gives the sales representative helping them a token; the more, tokens you get, the higher __________ (your, yours)incentive. The person who, gets the highest incentive is awarded the “Best Sales Rep” title. It was given to, __________ (me, myself) last year., , 32

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SESSION 6: INFORMATION TECHNOLOGY, RELEVANT KNOWLEDGE, Have you thought - What does the term IT mean?, “The full form of IT is Information technology. It is a branch of engineering, dealing with the use of computers and telecommunications equipment to, store, recover, transmit and control data.”, Information technology is information that is processed, communicated,, displayed and recovered in a fast, error-free and proper-way. Today's world is, the world of information and telecommunication. All this has been possible, through information technology like telephone, fax, telex, computers, internet,, e-mail, photocopier, printer, scanner, cellular phones, pagers, videophone,, televisions, digital camera, multimedia, etc. We can find IT everywhere around, us. In fact the modern world will be incomplete without Information, Technology and its various uses. It’s almost impossible to even imagine the, modern facilities without the use of IT. Every day new technology and, inventions are being made in the area of information, processing and travelling,, agriculture, health, education, etc., In the field of agriculture, farmers use IT to start harvesting with the help of a, “digital moisture meter” that records the wetness in the soil. For people, suffering from hearing loss, “digits technology” helps process sounds that, reduce noise, improves clarity of speech and controls unwanted loudness. In, supermarkets IT helps for faster processing of bills., Things that were once done manually or by hand have now become easier and, faster due to the arrival of a computing technology. Our world today has, changed a great deal with the help of IT which has entered almost every part of, our daily lives, from homes to businesses. IT has become a part and parcel of, our daily lives through the use of PC's, Internet, cell phones, faxes, etc. It is, transforming lifestyles and habits of people all over the world. Any information, can be exchanged by people in few seconds and that, too, in a proper and, effective way without any loss of data while it is being processed., The wonders of satellite phones, internet phones, text messages and e-mails,, have opened up many opportunities for direct communication. Due to this, the, whole world has become a smaller place today. The breakdown of geographical, boundaries has made the world a 'global village'., The use of IT has increased by leaps and bounds worldwide. Internet and, multimedia have now become playthings for children. Our surroundings are, proof enough to see how Information Technology has entered itself into our, 33

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everyday lives. Shopping, banking, travelling, education, entertainment, public, sector, private sector, almost everywhere IT is playing its various roles very, smoothly., One of the biggest advantages of IT has been the creation of a whole new field, of opportunities for skilled people leading to new and interesting jobs such as, hardware and software developers, computer programmers, web designers,, system analysts, etc., The Indian Institutes of Information Technology are being set up at various, places in the country. The government of India is very keen to achieve a great, deal in the field of Information Technology. Now we can hope that India will, become an IT superpower in the near future. There are many next generation, modern and developing fields of Information Technology. Let us hope that, these newer developments can provide benefits to our future generations, just, as it has greatly benefited ours., “Without Information Technology, Modern life will be the same as a car, without fuel.”, Read the above section and write down the main points in your notebooks., EXERCISE 1: Information Technology, Complete the conversation between A and B with the help of inputs from the, comprehension section of this session., A: What is the book you’re reading?, B: It’s on Information technology. It’s called “This is IT!” Have you read it?, A: Yes. It was very informative. Before reading the book, I never knew that IT is, a branch of ____________ dealing with the use of computers and, telecommunications equipment to __________, __________, ___________ and, _______________ data., B: Exactly! IT’s so interesting to find out that Information technology is just, information that is processed, _____________, displayed and __________ in, a fast, error-free and proper-way., A: Today, we can find IT everywhere around us. In fact the ___________ world, willbe incomplete without Information Technology and its various uses., B: It’s almost impossible to even imagine the modern facilities without the use, of IT., A: I agree. Every day new __________ and __________ are being made in the, area of information, __________ and _________, agriculture, health,, ________, etc., B: Very true. In the field of agriculture, IT tells the farmers start harvesting, , 34

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with the help of a “digital moisture meter” that _________ the wetness in, thesoil., A: Yes, and for people, who are suffering from hearing loss, “digits technology”, is of great help. It processes sounds that _______ noise, _______ clarity of, speech and _______ unwanted loudness., B: And in super_____ it helps for ______ processing of bills., A: It is amazing how things that were once done manually by hand, have now, become so much easier and faster due to the arrival of __________ _, ______________., B: IT has entered almost every part of our daily lives, from _______ to, ____________., A: Our surroundings are proof enough to see how Information Technology has, entered itself into our everyday lives., B: _____ping, _______, travelling, education, entertainment, public business, sector, private business sector, almost everywhere IT is playing its various, roles very smoothly., A: Yes, it is transforming ________ and ______ of people all over the world., B: Due to the wonders of satellite _______, _______ phones, text messages and, e-mails, have opened up many opportunities for direct communication., A: And because of that, the whole world has become a smaller place today., B: Absolutely! The breakdown of geographical ___________ has made the world, a 'global ____________'., A: Let us just hope that the new developments in the fields of IT can provide, benefits to our future ____________, just as it has greatly benefited ours., Listen carefully to the instructions of your facilitator and after you have, completed the exercise, form pairs to present a role play where you enact the, role of A and B each., EXERCISE 2: Prepositions, Read aloud the sentences and choose the correct preposition:, 1. Stack those CDs ________ the third shelf. (in, on, at), 2. The shelf where the cables are kept is next ___________ the shelf where, the disks are stacked. (to, from, beside), 3. Put those CPUs on the shelf _________ the one where you just placed, the monitors. (below, under, underneath), 4. Keep the yellow folders separate _________ the blue ones. (with,, against, from), 5. Then arrange the keyboards on the shelf __________ the one where the, speakers are placed. (above, over, inside), 6. Place the manual ___________ the table. (above, over, on), 7. Make sure the monitor screen is facing forward when you put it _____, display. (at, for, on), 35

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8. Make sure the customers ___________ are served too. (out, outside,, over), 9. Make sure all products are placed _______ the right shelves. (on, in, at), 10. You can stack these parts are fixed _______ the help of the technology, specialist. (by, with, from), 11. Our ever day lives have been made easier ________ Information, Technology. (by, with, from), 12. The manual will tell you where _____ put each cable. (to, at, with), Try to make simple sentences using prepositions. Go through the assessment. If, time permits, you can try to attempt it in class. Otherwise, you can attempt it, at home and bring to the class the next day for review., ASSESSMENT, Read this:, 1. Are you going to the office?, 2. Are you going to the office with Ashish?, 3. Are you going to the office with Ashish in his car?, 4. Are you going at 5 or before that?, Instruction: Fill in the blanks with appropriate prepositions., 1. Do not place heavy items ______________ (between / on) the laptop. It, is not strong enough to bear the weight., 2. The software designer lives ______________ (at / in) the end of the, street., 3. Remove the deleted items ______________ (in / from) the recycle bin., 4. Always make sure that the logos of the computers are visible so that it’s, easy for the customers’ _____________ (to / for) recognize the brand, names., 5. Do not place too many items _____________ (above / on) the desktop. It, slows down the computer., 6. Make sure that there is enough lighting ___________ (in / on) the office., Put extra lights _____________ (over / upon) the items that you want to, draw attention to., 7. Customers’ details should be filed and kept _____________ (into /, inside) a folder., 8. Be extra careful _____________ (while / during) opening certain emails., 9. The game may be stored _____________ (under / in) a folder., 10. Make sure there is enough space _____________ (among / between) the, two shelves for customers to walk around., , 36

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SESSION 7: THE ITES INDUSTRY, RELEVANT KNOWLEDGE, What does the term ITES mean?, ITES stands for Information Technology-Enabled Services.,  This means services delivered over telecom networks (phone) or the, Internet (e-mail or chat) to millions of customers of different companies, across the world.,  In simple terms, IT-Enabled Services are functions performed in a, country (example: India / China) different from the one where the finalservice is delivered (United States of America or England); that is,, delivered over telecommunication (phone or e-mail).,  ITES is supported by Information Technology (IT) in different fields like, Banking, Insurance, Telecommunication, etc.,  ITES – Information Technology Enabled Services includes the Call center,, BPO, KPO and RPO.”, In the above bullets you have come across the terms “Call center”, “BPO”,, “KPO” and “RPO”. What are they?, Call Center: is a service center with good telecom facilities, trained, consultants, access to the Internet and other online information and is set-up, to provide information and support to a customer., They are offices used for the purpose of receiving and transmitting a large, volume of customer focused telephone calls that are handled by trained, customer service representatives. The telephone calls may be “inbound”, (customers call-in for getting information about a product) or “outbound”, (customer service representatives call customers to sell some product or to, provide information about some service)., A typical call center functions as follows:,  A customer uses a toll-free number (there is no cost when this number is, dialed) that is connected to a customer support center.,  When a call reaches the call center, the customer is answered by a, trained customer service representative, who has access to a wide, database of information, and is trained on the product/service being, offered.,  The technology created by the IT experts, to support the Call center,, makes sure that the customer service representatives have the latest, information available, thereby ensuring that the highest standards of, customer service are delivered.,  With the increase in world-wide connectivity, it does not matter if the, call center is located in the local city of the customer or anywhere else, in the world., 37

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BPO: is business process outsourcing when an organization outsources a part of, its business (customer service; attending customer calls or sales calls) to, another organization that is an expert in handling that kind of business. The, two organizations can be in two entirely different parts of the world., For example; Company-A in the USA, may sign an outsourcing customer-service, contract with Company-B in India. The contract means that Company-B will be, responsible for Company-A’s Customers by,  Attending and communicating with all of Company-A’s customers,  Handling all Company-A’s customers’ questions and complaints,  Making sure all of Company-A’s customers are happy and satisfied, with the services provided by Company-A and Company-B.,  Making certain that all of Company-A’s customers stay loyal to, Company-A’s Brand., Company-B will be responsible for Company-A’s customer-service only till the, time that is mentioned in the contract., KPO: is Knowledge Process Outsourcing. It describes the outsourcing of core, business activities, that are important and forms a primary part of a company's, chain of activities. KPO services include all kinds of research and information, gathering, e.g. intellectual property research for patent applications; equity, research, business and market research, legal and medical services; training,, consultancy, as well as, research and development in fields such as;, pharmaceuticals and biotechnology, and animation and design., RPO: Recruitment Process Outsourcing is a form of business process outsourcing, (BPO) where an employer outsources or transfers all or part of its employment, and staffing activities to an external service provider. The employment and, staffing activities that are normally stated in the contract are; screening of, candidates who have applied for jobs and the hiring of new employees. If, mentioned in the contract, it may also include one, some or all of the, following:, 1. Deciding the position and salaries to be offered to new, employees, 2. Setting company guidelines, and, 3. Ensuring all employees and department heads follow, company guidelines., Now, read aloud the following story:, Twenty-two-year-old Hrithik gets ready in haste, and rushes into the company, cab to go to the I-Tech city. He works at AG - Gurgaon, a Call center for the, American company Assurance Giant Inc., A typical day for Hrithik begins at 7 p.m. (8 a.m. US time), as he begins calling, the AG credit-card holders in faraway places like New York and Washington to, remind them to pay their bills. "Hi. My name is Greg (his name is changed to, Greg) and I’m calling from AG," he says in his friendliest voice. People, answering Greg 's calls have no way of knowing that he is sitting in Gurgaon, or, that his real name is Hrithik, and that he picked up the American accent by, 38

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attending a training class at AG, Gurgaon. AG, Gurgaon, is filled with such, talented customer service representatives who make outgoing calls to the, United States of America, and take incoming calls, bounced by satellite to, India., Most have never set foot in the United States, but they spend a large part of, every day (or every night) answering customer enquiries, calling credit-card, nonpayers, calculating medical claims, providing customer service, and doing, such other activities. There are many international companies such as…, computer giants; DELL, Microsoft, automobile manufacturer; Ford, and leading, airline; British Airways, who are benefiting from the IT-enabled services being, provided in India, Think - Why India? Why do so many American organizations choose to outsource, their businesses to India? Write your answers here:, ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, Some of the reasons are that our country offers many advantages as an ITenabled services destination for major global companies:, , A 12 hour time difference with the USA, , Talented work force who can speak English fluently, , The cost of qualified employees is amongst the lowest in the world, , The support that the Government of India lends to all IT based, industries, EXERCISE 1: The ITES Industry, Based on what you have understood about the ITES Industry, complete the, conversation between Aman and Simrit, given below:, Aman: Simrit, I heard you’ve decided to join the ITES industry, is it true?, Simrit: Yes. It’s a good offer from a very big company, and the job is very, interesting too., Aman: Well, good for you! Can you tell me what does ITES stand for?, Simrit: ITES stands for _____________ ________________ _________, ___________., Aman: Thanks for telling me. So, are you going to work for the ITES itself?, Simrit: No, silly! ITES means services delivered over _________ networks or the, __________ to millions of customers of different companies across the, world., 39

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Aman: I’m still a little confused., Simrit: Okay, let me explain it in simpler terms, ITES are __________, performed in a country (example: India / China) different from the one, where the final-service is _________ (United States of America or, England); that is, delivered over tele______________., Aman: So do the computer experts also work for the ITES?, Simrit: Well, the ITES is supported by _________________ ______________ (IT)., Aman: So, what are the different businesses that are a part of the ITES?, Simrit: There are mainly four business units that are part of the ITES., Aman: I think I know one, the ____ ________. Correct?, Simrit: Yes. You’re right! The remaining three are the ___, the ___ and the, ____., Aman: What’s the difference between all of them? Aren’t they all business, pro_____ _____________ing units?, Simrit: Well, they are similar, and yet have very different functions., Aman: How?, Simrit: Well, let’s start with the ____ __________. They are offices used for the, purpose of ____ing and transmitting a large volume of __________, focused __________ calls that are handled by trained __________, service _________________., Aman: What kind of calls?, Simrit: The calls may be “_________”, meaning customers call-in for getting, information about a product, or “_________”, meaning calls are made, outto customers to sell some product or to provide information about, some service., Aman: Is it true that the ___ ________ can be located in a different city or, country from where the customer lives?, Simrit: Yes. The customer may be in a completely different part of the world!, Aman: Cool! So what about the ____? What are its functions?, Simrit: ____ is ________ pro______ __________ing. That is, when an, organization _____________ a part of its business to another, organization that is an ________ in handling that kind of business., Aman: And can the two organizations be in two entirely different parts of the, world?, Simrit: Yes. A company in the USA may sign an __________ing customer-service, _________ with a company in India., Aman: What does the Indian company have to do?, Simrit: The Indian company will be _____________ for the American company’s, customer-service that is, taking care of all their customers, only till the, time that is mentioned in the contract., Aman: Sounds interesting. So what about the ____? How is that different from, the above two?, Simrit: The ____ is known as _______ledge Pro____ _________ing. It describes, the _______ing of core _________ activities, that are important and, 40

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forms a primary part of a company's chain of activities., Aman: What kind of services do they provide?, Simrit: ____ services include all kinds of __________ and ____________, gathering., Aman: So it’s all knowledge based?, Simrit: Yes., Aman: Super! So, what about the ____? I’ve never heard about it before., Simrit: ____ is Rec________ Pro_____ Out_______ is when an employer, ___sources or transfers all or part of its employment and staffing, activities to an external service provider., Aman: What are the employment and staffing activities?, Simrit: The employment and staffing activities that are normally stated in the, contract are the ________ing of candidates who have _______ for jobs, and the ______ of new employees., Aman: Wow! Everything sounds very interesting. Thanks Simrit, for explaining, it all to me., Simrit: You’re welcome! Aman, now it’s your turn to explain something to me., Aman: What?, Simrit: Can you tell me why do American organizations choose to outsource, their businesses to India?, Aman: I suppose because of a ___ hour time difference with the USA, and we, have talented _____ force who can speak _______ fluently. Also, because, the cost of _________ employees is amongst the _______ in, the world, and the support that the _____________ of India lends to all, IT based industries., Simrit: So true!, After completing the exercise, form pairs and enact the role of Aman and, Simrit each., EXERCISE 2: Shades of Meaning, Read aloud the following sentences and choose the correct option:, 1. ___________ you were deciding on which book to read, I bought a music, Cd. (While, Meanwhile), 2. If you ___________ to do your MBA, you will __________ a degree first., (want-require, require-want), 3. Put those computer ____________ (packets, packs) in the “Electronics”, section., 4. All phones should be checked before the customers __________ (start,, commence) calling., 5. All Cds should be __________ (deposited, stored) in their covers., 6. Product _____________ (arrangement, display) is a tricky task., , 41

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7. _______________ (Show, Demonstrate), the customers around the store, and _____________ (assist, support) them in finding what they need., Go through the assessment. If time permits, you can try to attempt it in class., Otherwise, you can attempt it at home and bring to the class the next day for, review., ASSESSMENT, Instruction: Fill in the blanks with the correct options., 1. You need to _______________ (follow / go after) the guidelines of the, company., 2. Make sure that the team works well _____________ (jointly / together)., 3. The pictures in the manuals need to be easy for the customers to, understand, so that they can easily _____________ (identify / detect), the parts of the computer., 4. _____________ (Extra / Further) work should be appreciated., 5. Do not touch the computer monitor with _____________ (polluted /, dirty) hands., 6. Do not put more than the required number of items needed on your, desk, or else it will look _____________ (messy / jumbled)., 7. Keep the floppy disks away from extreme heat, or else they will get, ________ (spoilt / destroyed)., 8. _____________ (Current / Fresh) recruits should be informed of the, company’s guidelines., 9. I have always wanted to join the BPO ____________ (sector / portion)., 10. The new micro-computer is very ____________ (small / little)., , 42

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REVIEW SESSION 2, RELEVANT KNOWLEDGE, The purpose of this session is to evaluate your knowledge and understanding of, Sessions 5, 6 and 7., Methodology: The review evaluations will be Question ‘n’ Answer /Role play, based. Answers will be assessed on content, context, grammar, sentence, structure and vocabulary based on the sessions that were imparted., Process: The review evaluations will be divided into three parts, one for each, session:, , , , , Talking about One’s Company.’, Information Technology., The ITeS Industry., , ASSESSMENT, , Review of Session 5: Talking about one’s Company, Listen carefully to your facilitator and complete the following details as per, directions given.Rearrange the sentences to form a conversation between a, Customer and a Customer Service Representative., Role-Play:, o APPLE is the largest technology company in the world that designs,, manufactures and sells consumer electronics, computer software, and, personal computers., o Of course! Our company invented the iPod!, o Thank you so much Ma’am. Please do visit us again., o Ma’am, some of our best-known products are the Macintosh line of, computers, the iPod, the iPhone and the iPad., o No. That will be all., o Ok. Does your company have any product that plays music only?, o Could you tell me a little about your company?, o Oh! That’s great. What are your best known products?, o Really? I didn’t know that., o Alright, you’ve convinced me. APPLE it is! I’ll buy the APPLE Laptop., o Can you tell me what some of them are?, o Ma’am, would you like to purchase any software too?, o Do you make software too?, o Thank you. After all that you’ve told me about your company, I’m really, happy I’ve bought an APPLE product., 43

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o No. Not at this time. Right now, I only want to buy a good laptop for my, son’s birthday. He is studying animation., o Then I think an APPLE Laptop would be perfect for your son Ma’am, as our, products are mainly for professionals in the creative media and design fields., o Our company produces some excellent software such as, iTunes, iLife, iWork,, and many more., o Very good! Is there anything else I can help you with Ma’am?, o Alright Ma’am, I’ll make your bill right away., Questions:, Answer each question in the “Questions” sectionas completely as possible, in, your own words., Scenario – I: Gadgetronics, 1. In Scenario-I, you work for Gadgetronics. Describe your company based on, the points given below., o One of largest Computer and Software Manufacturing Companies in India, o Manufacture all types of Computers and high-end anti-virus softwares, o USP – “Something for Everyone” their tag line. Costs that suits every, budget and softwares that keeps all online data and passwords, safe, from viruses., Scenario – II: Nokia, 2. In Scenario-II, you work for Nokia. Describe your company based on the, points given below., o World’s largest manufacturer of mobile devices, o Offers internet services which enable users to access music, games,, media, messaging, and maps, o One of the most valuable global brands, o Mobile devices named according to series, o Series ranging from 1000 to 9000, o Special function series include Nokia E-series (Enterprise series), Nokia, N-series (Multimedia Computer series), and Nokia N-Gage (Mobile gaming, devices), Sentences:, , In the sentences given below, fill in the blanks by choosing the correct, pronoun., 1) I work at Gadgetronics, _______ (who, which) is a computer, manufacturing giant. It is situated in Gurgaon. My job there is that of a, customer service representative., , 44

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2) ______ (Our, Ours) company is the largest computer manufacturer in, India. It has been around for more than five years., 3) The computers that we sell in ______ (our, we) stores are many. _______, (They, Their) include desktops, laptops, tablets, notebooks, etc., 4) In fact, our slogan is “Something for________.” (Everyone, Each), 5) Although we do great business every day, the one time when we get over, a thousand customers a day is during the “Sale Season”., 6) For_____ (me, mine), it is also the time to earn a lot of incentive., Customers pour in by hundreds and we have to help ______ (them, they), with ______ (their, theirs) shopping., 7) Each customer gives the customer service representative helping them a, token; the more tokens you get, the higher _______ (your, yours), incentive., 8) And the person who gets the highest incentive is awarded the “Best, Service Rep” title. It was given to ______ (me, I) last year., , ***********************************************************************, Review of Session 6 :Information Technology, Listen carefully to your facilitator and complete the following details as per, directions given., Question:, Answer each question in the “Questions” sectionas completely as possible, in, your own words., 1), 2), 3), 4), , 5), 6), 7), 8), 9), , What is Information Technology?, Where can we find Information Technology? Explain., How has computer technology made things easier? Give an example., Fill in the blanks with the correct option given: Every day new, _______________ (technicians/technology) and ________________, (things / inventions) are being made in the area of information,, processing and travelling, agriculture, health, education, etc., How has our world today changed with the help of Information, Technology?, How has Information Technology become a part of our daily lives?, What is one of the biggest advantages of Information Technology, in, relation to jobs?, The government of India is not showing much interest in the field of, information technology. True or False? Explain., The Indian Institutes of Information Technology are being set up at, various places in the country. True or False?, , 45

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10) Today, Information takes a long time to be exchanged by people and, that too, in an improper and ineffective way where loss of data may, occur while it is being processed. True or False? State your reason., Sentences:, , In the sentences given below, fill in the blanks with appropriate prepositions., 1) Do not place the CDs ______________ (between / on) top of the modem., 2) The Gadgetronics office is ______________ (at / in) Gurgaon., 3) Do not place too many items _____________ (above / on) the desktop. It, slows down the computer., 4) Customers’ details should be filed and kept _____________ (into /, inside) a folder., 5) Make sure that there is enough lighting ___________ (in / on) the office., Put extra lights _____________ (over / upon) the items that you want to, draw attention to., 6) Delete all the infected files ______________ (in / from) the computer., 7) Be very careful _____________ (while / during) opening certain emails., 8) Companies usually make sure their logos are visible so that they’re easy, for customers’ _____________ (to / for) recognize their brand names., 9) Place the customer contact details _____________ (under / in) the, “customer info” label., 10) Computer technology is very popular _____________ (among / between), the youth., , ***********************************************************************, Review of Session 7: The ITES Industry, Listen carefully to your facilitator and complete the following details as per, directions given., Question:, Answer each question in the “Questions” sectionas completely as possible, in, your own words., 1) What does ITES stand for?, 2) When we say IT-Enabled “Services”, what kind of services are we, referring to?, 3) What is ITES supported by?, 4) Does the ITES Company and the customer need to be in the same, country? If no, explain why., 5) What does ITES comprise of?, 6) What is a Call center and its’ functions? Explain in simple terms., 46

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7) What does BPO stand for, and what is its main function? Give example of, the kind of business., Sentences:, , In the sentences given below, fill in the blanks with the correct options., 1) The files that have been infected by the virus have all been ________, (gone bad/ destroyed)., 2) We should _______________ (follow / go after) what we want., 3) They need to do this project _____________ (jointly / together)., 4) Our logo has to be easy for the customers to _____________ (identify /, detect) our brand., 5) _____________ (Extra / Further) progress should be made., 6) Science has _____________ (proved / improved) over the years., 7) Do not put more than the required number of folders needed on your, desktop, or else it will look _____________ (messy / jumbled)., 8) _____________ (Current / Fresh) recruits should be informed of the, company’s guidelines., 9) I have always wanted to join the ITES ____________ (sector / portion)., 10) The new microchip from Intel is really very ____________ (small / tiny)., , ***********************************************************************, , 47

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SESSION 8: COMMUNICATING EFFECTIVELY, RELEVANT KNOWLEDGE, We have been communicating with other ever since we can remember. But, then what do we mean by effective communication?, Read the passage below, aloud:, Whether you're speaking with a customer over the phone, via email or face-toface, effective communication skills, proper grammar and active listening /, reading skills, can make all the difference between satisfying a need and, escalating a problem., In fact, the same is true when communicating with anyone in a professional, environment, whether you're applying for a job or talking to your boss about a, promotion you want., So though basic and simple, these skills are critical to achieving your, professional goals, both today and in the future. Best of all, it's all right here at, your fingertips. Just practice your pronunciation, enhance your listening and, improve your grammar., Now look at the following situation:, Your boss demands that you work an extra hour. But you always come to work, on time and leave after you complete your shift. Plus, your house is quite far, from your office and you have to take a bus., How would you explain to the boss that you can’t work the extra hour? Write, your answer below., ____________________________________________________________________, ____________________________________________________________________, EXERCISE 1: Communicating Effectively, Choose the response appropriate for each situation:, 1. Your customer asks you to process his/her request while on the call. But, you, as a CSR, have your own work to do., (a) I am not going to process anything for you now. I am busy., (b) I am sorry, Sir/Ma’am. I really wish I could do that right now, however, as a, customer service rep, I have to process orders according to the call number, of the customers., 2. Your boss gives you only ten minutes’ lunch-break., (a) Sir/Ma’am, could we have a longer lunch-break? Ten minutes is too short for, 48

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having lunch., (b) No one can eat lunch in ten minutes., (c) Could you give us a longer lunch-break?, 3. Your customer does not want the cell-phone that has been delivered to her., She says it’s not working properly., (a) I am not going to replace the cell-phone. You bought it, so you have to keep, it., (b) I’m sorry Ma’am/Sir; however, as we have no return policy, I will be unable, to replace the cell-phone. What I can do is, have one of our tech-experts, take a look at it and replace any parts that may not be working properly., Will that be okay with you?, 4. Your boss never sanctions your request for leave. You have an important, family event to attend., (a) I would like you to consider my request, Sir/Ma’am. I have an important, family event to attend., (b) I am asking because I have an important family event to attend. Now, are, you allowing me to go or not?, 5. Your colleague asks you to help him/her prepare the monthly service call, report., (a) I wish I could, however, I am sorry; I will not be able to assist you with the, monthly report, as I have to complete all my assigned work by the same, date., (b) I am not going to help you. I have enough to do., EXERCISE 2: Past Continuous Tense, Read aloud the following sentences and identify those that are in the past, continuous tense., 1. I was talking to my boss., 2. He is a demanding person., 3. He was asking me if I could work this Saturday., 4. I refused him by saying that I have some urgent work., 5. Everyone has been complaining about him., 6. My colleagues were also telling me about their experiences., 7. We were thinking about writing a formal complaint., Go through the assessment. If time permits, you can try to attempt the, exercise in class. Otherwise, you can attempt it at home and bring to the class, the next day for review., , 49

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ASSESSMENT, Read this:, 1. She was playing with her dog., 2. The mob of people was shouting., 3. Zara, and not Meher, was painting the wall., Instruction: Change the verbs in bold to past continuous tenseand rewrite, the sentences., 1. My boss is looking for me., 2. He is going to complain about my performance again., 3. He plans to talk about why the store is getting less and less customers, each day., 4. Fewer customers come because of lack of fresh stock., 5. But our boss blames us for this., 6. We have thought of having a talk with him., 7. We are going to tell him that we need to remove the old stocks and get, fresh ones. Who wants to buy rotten potatoes, after all?!, 8. We think that a meeting would be a better approach than talking, individually., 9. We forced him to listen to our opinions on the subject., 10. He listened to his worker’s suggestions for the first time in his life; our, plan worked!, , 50

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SESSION 9:OPENING AND CLOSING A CUSTOMER SERVICE CALL, RELEVANT KNOWLEDGE, Listen carefully to the instructions given by the facilitator and enact the role, play as directed. At the end of this role play, you should be able to appreciate, how to open and close a customer service call. Some of things good to know, are:, When dealing with customers over the telephone, customer service, representatives need to remember that, the call is a substitute for face-to-face, conversations., Over the phone, no one can see the other person (facial expression, their, manners, reactions, or what the other person is doing), but a lot can be judged, from the tone of the voice! The rules for dealing with a customer over a phone, professionally are simple but they need to be continually practiced., Read aloud the passages given below:, Opening the conversation:, There are the two basic ways of opening a call. These should always be, employed., 1. Smile when you answer. This helps to make the customer feel welcome, 2. Use friendly phrases as part of your greeting; “Thanks for calling”, “May I, help you?”, Some polite opening statement examples:,  Greet the customer, o State the name of your organization, o Introduce yourself, o Offer your help, “Good morning, Airway Travels, Harpreet Kaur speaking. How may I help?”, , , Thank the customer for calling your organization, o Introduce yourself, o Offer your help, “Thank you for calling Airway Travels, this is Harpreet Kaur. How may I help?”, Closing the conversation:, When customer service representatives finish their telephone conversation, there are some polite statements that should always be made., 1. Ask the customer if their issue has been solved to their satisfaction., 2. Ask the customer if there is anything else they need any assistance or, help with., 3. Thank the customer, once again, for calling your organization. This lets, the customer know that their business has been appreciated, 4. Re-introduce yourself., 51

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5. Tell the customer it was a pleasure serving them., 6. Say good-bye and close call, For Example:, “Has your question been answered satisfactorily? Is there anything else I can, help you with? Thank you for calling Airway Travels. This was Harpreet Kaur. If, you have any additional questions please feel free to call us anytime. It was a, pleasure serving you. Goodbye.”, EXERCISE 1: How to Open and Close a Customer Service Call, Read aloud the details below. (Here CST stands for Customer Service, Representative and Cust indicates Customer), CSR: __________ for calling Airsell. This is Jaspreet. How ____________, you?, CSR: May I please have your full name and phone number?, Cust: Ranjeev Singh. My phone number is 919922 2299., CSR: If I understand you correctly, what you are saying is you would like, a ‘post-paid connection’, am I correct?, Cust: Yes., CSR: Very good Sir. I’d be very happy to tell you all about the different, plans we have. May I have two minutes of your time now?, Cust: No, I don’t have the time right now, but could you please mail me, your different post-paid plans?, CSR: Sure. Would you please provide me with your email-id and I’ll send, you the details right away!, Cust: Great! My email-id is [email protected]., CSR: May I please confirm your email-id. It is [email protected],, am I correct?, Cust: Yes., CSR: Thank you Sir. Is _______________ I can assist you with?, Cust: No. That’s it., CSR: ____________ so much for _______ Airsell. This was Jaspreet. It’s, been a pleasure serving you. Goodbye!_______________________., ###############################################################, CSR: Hello! Thank you for ________ Holiday Travels. ____ is Mandira, ________. How may I help you?, Cust: My family and I want to go for a summer holiday, and we would, like to know the best place to go to. Can you please tell me which, place is best at this time of the year?, CSR: I can surely help you Ma’am. As there are many wonderful places to, choose from, I can send you a mail with all the different choices and, you can take your time and select what best suits your family., 52

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Cust: Great!, CSR: May I please have your email-id Ma’am? So I can mail you the details, right away!, Cust: It is [email protected]., CSR: Thank you Ma’am. Is there anything else I can help you with?, Cust: No., CSR: Thank you for calling Holiday Travels. We really appreciate you, calling us. This was Mandira. It’s was a _________ assisting you., _______________________________________!, Form pairs and do the exercise in your student handbooks. Fill in the blanks., After you have filled out the blanks, come forward by turns and enact the role, of the CSR and the customer., EXERCISE 2: Adjectives and Adverbs, Read aloud the following sentences and identify whether the words in bold are, adjectives or adverbs., 1. Good Morning!, 2. The customer service representative must always be polite., 3. A customer must be greeted cheerfully., 4. A satisfied customer will speak highly of the company., 5. Smile warmly while greeting customers., 6. Wish customers a good day when you end a call., 7. Never forget to thank customers for calling., Try to make simple sentences using adjectives and adverbs. Go through the, assessment. If time permits, you can try to attempt the exercise in class., Otherwise, you can attempt it at home and bring to the class the next day for, review., ASSESSMENT, Read this:, 1. This issue should be solved quickly. (adverb), 2. You need to be quick while handling such issues. (adjective), 3. I am sure that the work will be completed. (adjective), 4. Surely,the work will be completed. (adverb), Instruction: Fill in the blanks with the correct adjective/adverb., Delivering good customer service – sounds like an ________ (easy, easily)task., However, how you talk to your customers plays an important role., , 53

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A ________________ (professional, professionally) __________ (friend,, friendly)conversation will makes them feel welcome. Here are some examples, of how you can talk to a customer _______ (warm, warmly):, 1. Good morning! Thank you for calling ‘book-your-ticket.com’,, 2. This is Karan Singh speaking., 3. How may I help? Or, 4. Is there anything in __________ (particular, particularly) that I can help, you with?, 5. Has your question been answered satisfactorily?, 6. Is there anything else I can help you with?, 7. Thank you for calling ‘book-your-ticket.com’., 8. This was Karan Singhania., 9. If you have any additional questions please feel free to call us anytime., 10. It was a pleasure serving you., 11. Goodbye., ________(Simple, Simply) sentences like these not just show manners; they, ___________ (actual, actually) let your customers know that help is available., However, just saying the words is not enough. Your voice plays an __________, (equal, equally)important role. Politeness and a friendly smile __________, (real, really) helps the customers feel comfortable. You also show them that, your services are _________ (ready, readily)available,and you will do all that, you can to make sure their experience is _____________ (successful,, successfully)., , 54

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SESSION 10: PARAPHRASING, RELEVANT KNOWLEDGE, What is paraphrasing? Write down your understanding of the term here:, ____________________________________________________________________, ____________________________________________________________________, The Merriam-Webster online dictionary defines the word “paraphrase” as a, restatement of a text, passage, or work giving the meaning in another form.”, In simple terms, “Paraphrasing is actually restating in your own words what, someone else said.”, , , , Paraphrasing sends a signal to the speaker that you “got” what the, speaker is saying., Paraphrasing also shows that you are interested in making sure that what, you heard is what the speaker meant to say., , For example, if your customer says, “I really like the Apple Macintosh PC,, the Apple Laptop, the Apple iPad and the Apple iPod.” You could paraphrase, and reply, “Wow! you really like Apple products!”, What, , , , , is paraphrasing really about? It is all about:, Understanding what the customer is trying to convey; message / issue, Internalizing the customers’ message / issue, Restating the important points in your own voice, , Why is paraphrasing necessary? Paraphrasing is needed to:, , , , , , Clarify what your customer is saying., Demonstrate to your customer that you are interested in what he/she, has to say., Confirm to your customer that you understand what he/she said., Ensure that you fully understand the situation before moving ahead with, the conversation., , When on a call,there are some phrases on how an agent/customer service, representative should start to paraphrase. Some of these are:, , , , , , , “If I heard you correctly, you were asking if…”, “Your question is/was……Is that right?”, “As I understand it, you want to know if…. Am I correct?”, “So your issue is …”, “As I understand, you’re facing an issue with…. Would that be correct?, , 55

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If the customer confirms that the paraphrased question is correct, then the, agent/ customer service representative should start answering., The agent’s / customer service representative’s response should be what the, customer wants to hear and know., Learning how to paraphrase requires practice. When you are talking with, someone, practice listening to what he or she is saying and then clarifying it in, your own words. As you practice paraphrasing, you will find yourself gaining a, better understanding of your customer and others in your life., The key to paraphrasing is listening carefully to what the other person says,, and then translating what you heard into your own words., EXERCISE 1: Learning to Paraphrase - I, Note: Paraphrasing can be done with individual sentences or entire paragraphs., The first sentence in this exercise has been paraphrased as an example., , , , Original: The women, whose lives Sakshi had saved, were very thankful, to her., Paraphrase: The women were very thankful to Sakshi for saving their, lives., , Paraphrase the sentences given below:, Original: Giraffes like eating leaves and hay, and they can consume 35 kilos of, it a day, Paraphrase:__________________________________________________________, ____________________________________________________________________, Original: Any trip to Delhi should include a visit to Agra to see the Taj., Paraphrase:__________________________________________________________, ____________________________________________________________________, Original:The use of recycled resources could stop the destruction of the, rainforests., Paraphrase:__________________________________________________________, ____________________________________________________________________, Original: From the thousands of motorcycle accidents each year, three-fourths, were caused by head injuries. Half of those killed were school-age children., One study reported that wearing a bike helmet can reduce the risk of head, injury by 85%. During an accident, a bike helmet absorbs the shock, cushions, the head and can save a life, Paraphrase:__________________________________________________________, 56

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____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, , EXERCISE 2: Learning to Paraphrase - II, Form pairs and use the starting following phrases to fill in the responses of the, agents.,  “If I heard you correctly, you were asking if…”,  “Your question is/was……Is that right?”,  “As I understand it, you would like to / want to know if…. Am I correct?”,  “So your issue is …Is that correct?”,  “As I understand, you’re facing / you have an issue with…. Would that be, correct?, Customer: Could you tell me when will I get my laptop?, Agent: ______________________________________________________________, ____________________________________________________________________, Customer: I don’t think my desktop is functioning properly., Agent: ______________________________________________________________, ____________________________________________________________________, Customer: This is not what I had booked. Please send me the one I chose., Agent: ______________________________________________________________, ____________________________________________________________________, Customer: My new iPad is completely broken…Am I entitled to another one for, free?, Agent: ______________________________________________________________, ____________________________________________________________________, Customer: I need the service-order information sent to me right now!, Agent: ______________________________________________________________, ____________________________________________________________________, 57

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EXERCISE 3: Active and Passive Voice, The following sentences are in the passive voice. Convert them to active voice., 1., The products have been sorted by us., 2., The products have been packed., 3., The products had to be sorted so that we could pack them., The following sentences are in the active voice. Convert them to passive voice., 1., We put the iPads and laptops into the Electronics category., 2., We have counted the number of iPads and laptops., 3., We had packed the iPads and laptops., Try making simple sentences in the active and passive voice. Go through the, assessment If time permits, you can try to attempt the exercise in class., Otherwise, you can attempt it at home and bring to the class the next day for, review., ASSESSMENT, Read this:, Active Voice:, Passive Voice:, Active Voice:, Passive Voice:, Active Voice:, Passive Voice:, , She is arranging her bedroom., Her bedroom is being arranged., She has arranged her bedroom., Her bedroom has been arranged., She will arrange her bedroom., Her bedroom will be arranged., , Instruction: Convert the following sentences into passive voice., 1. I have categorized the items that can be packed together., 2. She has made a list of items packed in each carton., 3. Pooja is making a list of items to be packed separately., 4. You should not pack vegetarian and non-vegetarian food items together., 5. You have to bubble wrap all the glass and porcelain items., 6. This list specifies the order in which the items have to be packed., 7. I will remove the security tags before packing the clothes and glassware., 8. I will fold the garments before they are packed., 9. You must label all the cartons carefully., 10. I have counted the number of cartons to be loaded in the truck., , 58

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REVIEW SESSION 3, RELEVANT KNOWLEDGE, The purpose of this session is to evaluate your knowledge and understanding of, Sessions 8, 9 and 10., Methodology: The review evaluations will be Question ‘n’ Answer /Role play, based. Answers will be assessed on content, context, grammar, sentence, structure and vocabulary based on the sessions that were imparted., Process: Therewill be one review evaluationfor each session:, , , , , Communicating Effectively, Opening and Closing a Customer Call, Paraphrasing, , ASSESSMENT, , Review of Session 8: Communicating Effectively, 1) Answer each question in the “Questions” sectionas completely as, possible, in your own words., Questions:, 1. When speaking to a customer, over the phone, via e-mail or face-toface, what skill can either please the customer or escalate the issue?, 2. How important are communication skills when communicating in a, professional environment?, 3. How does a person improve his/her communication skills?, 2) Change the verbs marked in bold to Past Continuous Tense and rewrite, the given sentences., Sentences:, 1., 2., 3., 4., , A customer is looking for a Smartphone., He is going to applaud my performance again., We have thought of having a talk with him., I am planning to find out why our customers are going to our, competitors’ store., 5. Customers have come in thousands to see the launch of the new, iPhone., 6. Our boss praised my team for the success of the project., 7. I ate, while Jaspreet Studied., 59

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8. We think that a meeting would be a better approach than talking, individually., 9. We forced him to listen to our opinions on the subject., 10. He listened to his worker’s suggestions for the first time in his life;, our plan worked!, 3) Apply effective communication skills to explain your decision to your, Manager., Role Play, Your Manager asks you to work for an extra hour every day for the entire week,, and help your team mate, Akaash, finish his reports., You’ve completed all your pending work, and live two hours away from the, office., Before you make your decision, you must think of all the pros and cons of the, situation., o If leave an hour late by bike, you’ll end up reaching your home only by 11pm, every day, therefore, you will have to request your Manager for a car to, pick-up and drop you for the week., o Your acceptance will showcase your positive attitude towards your team, as, well as, make your Manager happy., o If you decline, then it may showcase your attitude towards your team in poor, light, and you might end up upsetting your Manager., What will you do? Explain your decision to your Manager, using effective, communication skills., ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, , ***********************************************************************, Review of Session 9 :Greeting a Customer, 1) Answer each question in the “Questions” sectionas completely as, possible, in your own words., Questions:, 1) You work for Gadgetronics, a manufacturing giant that makes, computers and smartphones. You are at your store, when customers, start walking in. What are the five different ways you can greet a, customer?, 60

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2) Fill in the blanks in order to complete the dialogues so as to form a, conversation between customer and customer sales/service, representative., Scenario-1, A: _____________________________________, B: Good Morning!, A: ____________________ particular _________?, B: Yes, I would like to have a look at some laptops with a printer., A: _________________ brand _____________?, B: Which do you have?, A: We have Apple, Dell, Sony, HCL and HP., B: That’s great. I’d like to have a look at them., A: Sure, Ma’am/Sir. Please come this way., -----------------------------------------------------------------------------------------Scenario-2, A: _____________________________________, B: Hello., A: _____________________________________, B: I would like to buy a computer. Could you show me one that is not too, expensive?, A: Sure, Ma’am/Sir. What type of computer do you have?, B: I’m not too sure. Something I can carry around., A: I think you’ll find our range of laptops very satisfactory. Would you like to, have a look at some of them?, B: Yes., A: Very good, Ma’am/Sir. Please come this way., -----------------------------------------------------------------------------------------Scenario-3, A: _____________________________________, B: Morning!, A: _____________________________________, B: I I haven’t decided yet. I’m just looking around., A: Okay, Ma’am. Please _____________________________________., B: I’ll do that. Thank you., Sentences:, 1) Fill in the blanks with the correct adjectives/adverbs., Delivering good customer service – sounds like an ________ (easy,, easily)task; however, it’s how you talk to your customers that, plays an, important role., A ________________ (professional, professionally) __________ (friend,, friendly)conversation will makes them feel welcome. Here are some, 61

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examples of how you can talk to a customer __________ (warm,, warmly):, 1. Good morning! Welcome to Gadgetronics., 2. My name is Krish, how may I assist you? Or, 3. Is there anything in _______________ (particular, particularly), that I can help you with?, 4. Has your question been answered satisfactorily? Or, 5. Have you found what you’ve been looking for?, 6. Is there anything else I can help you with?, 7. If you have any additional questions please feel free to ask me., 8. Thank you for being a Gadgetronics customer., 9. We aim to serve you better. Or, 10. It was a pleasure serving you., A ________(Simple, Simply) and pleasant conversation such as this show, the customers that they are ___________ (real, really) appreciated, and, that let help is available., However, just saying the words is not enough. You need to sound like, you __________ (actual, actually)mean it. Politeness and a friendly smile, __________ (real, really) helps the customers feel comfortable. You also, need to assure them that your services are _________ (ready,, readily)available,and you will do all that you can to make sure their, experience is very _____________ (pleasant, pleasantly)., , ***********************************************************************, Review of Session 10:Paraphrasing, 1) Answer each question in the “Questions” section as completely as, possible, in your own words., Questions:, 1), 2), 3), 4), 5), , What is Paraphrasing? Explain in simple terms., What are the three steps involved when paraphrasing?, What does “paraphrasing” convey to a person / customer?, Why is it necessary to paraphrase?, Describe a minimum of three starting phrases used when, paraphrasing?, , Sentences:, 1) Paraphrase the original sentences given. Once completed, read out the, sentences., 62

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1) Original: The computer, that Sahil had repaired, was working very well., _________________________________________________________________, _________________________________________________________________, 2) Original:Mansi’s new laptop has been completely damaged in an, accident…Will the company she bought it from, give her another one for, free?, _________________________________________________________________, _________________________________________________________________, _________________________________________________________________, 3) Original: When you go to buy that new computer you were telling me, about, make sure you buy it from the Gadgetronics store. They offer the, best discounts., _________________________________________________________________, _________________________________________________________________, _________________________________________________________________, 4) Original: I think the use of recycled resources in technology would be, fantastic!, _________________________________________________________________, _________________________________________________________________, _________________________________________________________________, 5) Original: From the thousands of computer crashes each year, half are, caused by virus attacks. The other half are caused by badly, manufactured computers., _________________________________________________________________, _________________________________________________________________, _________________________________________________________________, 2) Convert the following sentences into passive voice., 1. I have categorized the computers that need to be packed together., 2. She has made a list of computers packed in each carton., 3. Priyal is helping a customer find a laptop., 4. Ansh mailed the letter., 5. You have to paraphrase all the customers’ issues., 6. This list specifies the customer’s name for which the Tablet PC has to, be packed., 7. The driver delivered the desktop at the correct address., 8. The salespeople always clean the computers before they are put on, sale., 9. You must file all the customers’ names alphabetically., 10. Many of our customers inquired about our newly launched laptop, today., , ***********************************************************************, , 63

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SESSION 11: VERIFICATION OF INFORMATION, RELEVANT KNOWLEDGE, What do you think the term “Verifying Information” means?, ____________________________________________________________________, ___________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, Verifying Information includes:,  All information gathered, can be verified, with the help of the internet.,  The verification process that companies follow is very important as it, safe guards the customers’ information (bank account details, insurance, policy details, product and service order numbers, credit-card numbers,, etc.) from being misused or stolen., Read the following paragraph, aloud:, “Verify names:check customers’ first name and last name (For example: Rahul, Seth), as it is important to make sure if the person calling is an existing or new, customer. Confirm land-line and cell phone numbers: Check customers’ landline number / Cell phone number. Check the postal code: Companies provide, their agents the use of many directory services to verify customer details (if it, an existing customer) that the entered post code matches the already stored, information about the customer. If the customer is new, then the details will, be recorded and kept for future confirmation. Confirm the email address: Order, confirmations and product information are sent to the customers’ email, addresses. If the email is returned without being delivered, this can be a sign, that something is wrong; that the information provided by the customer was, not correct. Very few customers provide wrong email addresses, because they, want to be notified of their order’s status or receive information about their, old / new products. Verify service order number: Check customers’, confirmation number, service order number (the number given to the customer, at the time when customer submits the service order), and order date. End the, call: When customers do not provide correct information and do not verify their, details to the satisfaction of the agent, or when agents suspect something is, wrong, they are required to close the call.”, Now, break down the paragraph into simple instructions, for example:, , , Verify name: Check customers’ first name and last name (For example:, Rahul Seth), as it is important to make sure if the person calling is an, existing or new customer., 64

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When you have completed the activity, follow the instructions of your, facilitator to enact a role-play., Read the two sections below carefully. Verification Process-1 is an example of, when a customer provides the correct information. Verification Process-2 is an, example of what happens when a customer does not provide correct, information., Verification Process -1:, Agent: Sure, I can assist you with that; however, before we continue I need to, verify your account information. Is that okay with you?, Customer: Yes., Agent: May I have your First name and Last name?, Customer: Sure, that would be Kunal Seth., Agent: May I please have your landline phone number and your mobile phone, number?, Customer: Sure. My landline number is 011 – 123 45678, and my mobile number, is 77410 56987., Agent:Thank you.Would you please tell me if a customer-account number was, provided to you when you bought the product?, Customer: Yes, I was given a customer-account number., Agent: Thank you. May I please have your customer-account number, along, with your product’s model/serial number?, Customer: The service-order number is XYZ1234. The model number is ABC4567, Agent: Thank you. Just to confirm I have the right account I see that email, address on the account is [email protected], is that correct?, Customer: Yes, that’s right., Agent:Thank you for verifying your information. I can now assist your issue., Verification Process -2:, Agent: Sure, I can assist you with that; however, I will need to verify your, information before we continue. May I have your First and Last name?, Customer: Sure, that would be Abhaas Kapoor., Agent: Thank you. May I please have your landline phone number and your, mobile phone number?, Customer: Sure. My landline number is 011 – 4567 19834, and my mobile, number is 79139 69087., Agent: May I have your customer-account number please, along with your, service-order number?, Customer: My customer-account number is XYZ1234, and my service-order, number MKR6789, Agent: Thank you. May I please have your bill number?, Customer: Umm… I don’t know where I’ve put the bill. Will that be a problem?, Agent: No problem Sir. Do you have the date you bought the product?, Customer: Yes, I do. I bought it on the 12th of August this year., 65

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Agent: Thank you. I am going to take just a few moments to check the account, here., Customer: Sure., Agent: Sir, I am unable to find any record of that customer-account number, and the service-order number in my systems. Could you please provide your, email address and billing address so I may search for your account and order, details?, Customer: Sure, my email address is [email protected] and my billing, address is No 15, 16th Street, Sector 17, Chandigarh – 18., Agent: Sir, I have tried to search with the details you’ve provided; however,, I’m unable to find any related account or service-order. Is it possible that you, may have registered with a different address or email address?, Customer: I may have. I don’t remember. My documents are not with me., Agent: In that case sir, I would like to suggest you find the bill or customeraccount form and call us with the correct details. We will surely assist you, with your issue if you are able to verify your details with us., Customer: Alright, I will do that. Thank you., Agent: Thank you for calling “Online Clothes”. This is Dalinder. Have a nice, day., Customer: Thank you., EXERCISE 1: Verifying Information, 1. Verification of Information -1, Agent: Sure, I can assist you with that; however, before we continue I need, _______________________________________. ______________________?, Customer: Yes. Go ahead., Agent: _______________________________?, Customer: Sure, that would be MaahiGor., Agent: __________________________________________________________?, Customer: Sure. My ______________________ is xxx – xxxxxxxxx, and my, ___________________ is xxxxxxxxxx., Agent:___________.____________________________________________?, Customer: Yes. My exam roll-number is CBT345 6780., Agent: _____________. _____________________________________?, Customer: It is [email protected], Agent:_______________________________________. I can now assist your, issue., 2. Verification Process -2, Agent:, Sure,, I, can, assist, ____________________________________before, ________________________________?, Customer: Sure., 66, , you, , with, we, , that;, continue.

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Customer: My email-id is, [email protected], Agent:_______________________________________. I can now assist your, issue., Form pairs. Frame the verification questions for the agent, and fill in the, correct responses for the customer. You can use inputs from the previous, section., EXERCISE 2: Making Meaningful Sentences, Rearrange the italicized words so that the sentences make complete sense., 1. When do we verifying start information the?, 2. We have him for bought phone a., 3. Clean computers longer attractive and last look., 4. Phones should be weeks in cleaned two once., 5. Even if you wipe won’t if properly, you neat don’t them the roomthe, furniture, look arrange., 6. When in doubt, the instructions follow always., Go through the assessment. If time permits, you can try to attempt the, exercise in class. Otherwise, you can attempt it at home and bring to the class, the next day for review., ASSESSMENT, Instruction: Rearrange the words in the following sentences to make, meaningful sentences., For Example:, the laptop., am carrying I, Ans: I am carrying the laptop., 1. from the shop. damaged the good returned The customer he bought, 2. name of opening has address and Before be customer the account, a, verified. bank to, 3. customers their organizations always Big to keep try happy., 4. mobile a from bought store. I online phone an, 5. airline internet. booked they my on I ticket, 6. everyday have important part Computers of life. an become, 7. favorite is of sports. one my Football, 8. industry. lots Today, the there joining of our youngsters IT, 9. software homework. wish was there my that I computer all do could, 10. most The love science. that computer I subject is, , 68

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SESSION 12: DIRECTING A CUSTOMER OVER THE PHONE, RELEVANT KNOWLEDGE, You must be familiar with the figure given below. An explanation of each item, is given in Fig 2 and 3. Listen carefully to the instructions given by your, facilitator to role play a customer service representative (CSR) / customer., , Fig 1 - DESKTOP, , Fig 2, 69

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Fig 3, Role Play 1:, Customer asks to be shown the desktop on the CSR’s computer. The CSR, complies by verbally speaking and pointing out., Role Play 2:, Customer asks to be shown where the taskbar is. The CSR complies by verbally, speaking and pointing out., Role Play 3:, Customer asks to be shown how to close a document. The CSR complies by, verbally speaking and pointing out., Role Play 4:, Customer asks to be shown where the Start button is. The CSR complies by, verbally speaking and pointing out., EXERCISE 1: Directing a Customer, Fill in appropriate responses and instructions with using Fig-4 & Fig-5., ISSUE, “Phone is frozen on the menu screen.”, Customer: My phone is frozen on the menu screen. I can, navigate around. I’ve tried to make a call, but there is a, message saying that there isn't any service. It didn’t switch, off for a long time either! Can you please help me?, CSR:, Customer: What kind of information do you need?, CSR: I will need the _____________ and _________ of your, phone please., Customer: I have a TracFone, but I don't have the, paperwork, so I'm not sure of the model., CSR:, Customer: I think it’s a LG220., CSR: Okay, Thank you! Could you please tell me, _____________________ switched off?, Customer: Yes. Do you know what the matter is with it?, CSR: From what you’ve described, the phone it seems needs to restart, so let’s, try and force a restart, shall we?, Customer: Okay. Is it a big problem?, 70

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CSR: Not really. This is usually just a tiny issue that can be cleared up quickly., Please try this and let me know the results., •, Remove the battery and wait a few seconds then reinsert the battery., •, Then hold the power button for 30 seconds, •, Allow the phone to restart and it should be ready for use again., Customer: I've never taken the back off, and I don't want to ruin the phone, so, can you help me with that?, CSR: No issues! I will guide you through a set of ______________ to remove the, battery. Will that be okay?, Customer: Yes, absolutely!, CSR: Okay. Kindly perform the following steps, as I call out the instructions:, , FIG-4, •, Please _________________________________________________ (1) on, the back of your phone, _________________________________ (2)., •, , Lift _______________ (1) and away (2) from ________________., , FIG-5, To replace the battery:, •, To reinstall the battery, arrange the battery contacts (1) with those in, the battery compartment. Press the _______________ until it clicks into place, (2)., , 71

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•, With the battery in position in the phone, ____________________ on the, back of your phone so that it fits., Customer: Mission Accomplished! Thank you!, CSR: I hope everything is working well with your phone now. Please let me, know if there is anything else, I can be of any assistance with. I will be glad to, answer any follow up questions you may have., Customer: No. Everything’s working just fine. Thank you, once again!, CSR:_________________________________, EXERCISE 2: Modals, , , Select the right modals and fill in the blanks:, 1. ___________ you like me to show you the way? (Could, Should,, Would), 2. I _______ check and let you know if we have this shirt in size XL., (will, shall, can), 3. _________ I help you? (Can, May, Might), 4. I ___________ take you there if you like. (will, could, should), 5. You _________ try our new arrivals here. (could, would, will), 6. Turn left and walk straight down – you ________ be able to find the, Customer Care desk there. (could, can, should), , , , Make a sentence with one of the following modals: might, could, should,, shall, can, will, would, may, , Go through the assessment. If time permits, you can try to attempt the, exercise in class. Otherwise, you can attempt it at home and bring to the, class the next day for review., ASSESSMENT, Read this:, Has/Have to - Used to express something that is certain or necessary., The singer has to be Smriti from our class., We have to get there by seven., Ought to - Used to express an obligation or something that is probable., The Indian team ought to win the match., We ought to let them know when we are arriving., Had better - Used to express warning, recommendation, or hope., You had better complete your essay before Monday., You had better take your raincoat today., You had better be right about the car coming to get us., Instruction: The following is a conversation between a salesman and a, customer . Fill in the blanks with appropriate modals., 72

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Salesman: Hello ma’am! How _____________ (may / will) I help you?, Customer: Well, I wanted to buy a gift for my daughter., _____________(Should / Could) you direct me to the kid’s section?, Salesman: Sure, ma’am! Please follow me. It’s right here. Are you looking for, something specific?, Customer: I’m not sure! _____________ (Would / Can) you help me find a, good gift for her? She is just six years old., Salesman: In that case, you _____________ (should / will) take a look at our, gifts section here…this section is especially for girls. You _____________, (must / can) choose from a variety of gifts here. How about this pair of, earrings here?, Customer: Well, I was thinking of educational gifts…you know…the ones that, help children learn even as they play., Salesman: Such gifts are very popular these days. They are on that shelf near, the counter. These wooden blocks are specially recommended by, teachers…You _____________ (will / must) buy these., Customer: Well, this is exactly what I was looking for., Salesman:, _____________ (Should / Would) you like this gift to be giftwrapped ma’am., Customer: Yes, please. And I _____________ (must / would) like to take a, look at the Women’s section also. Is it on the same floor?, Salesman: No, ma’am it’s on the second floor. You _____________ (will/, could) take the elevator to go there., Customer: Oh! I _____________ (have to / would) buy some stuff for the, birthday party also. Where is the grocery section?, Salesman: It’s on the ground floor., Customer: Thanks!, Salesman: Is there anything else I _____________ (will / can) help you with?, Customer: No, thanks! You have been a great help!, , 73

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SESSION 13: HANDLING AN ANGRYCUSTOMER, RELEVANT KNOWLEDGE, ANGRY: annoyed, irate, enraged, furious and irritated., Read aloud the situation given below:, “A customer purchased a new mobile phone from a reputable cell phone, provider. Three months later, the phone started to malfunction and the, customer sent the phone back to the company for service., The company stated that they would not replace the phone because it showed, signs of rust on the battery. The customer informed the company that the, phone had not been exposed to water; however, all of the customers’ calls to, the company’s customer service department, were met with the ridiculous, excuse that the rust was due to the phone’s normal exposure to air – so the, company was not responsible, and therefore they would not replace it or fix, the problem free of charge!”, 1. How would you feel, if you were the customer, in the above situation?, Would you feel “nice”, “upset”, “pleasant”, “irritated”, “unconcerned”,, “cheated”, “happy” or “angry” OR would you feel “angry”, “cheated”,, “upset”, “irritated”, etc., 2. How would you speak to the company’s customer service representative, in such a situation?, Would you speak “nicely”, “pleasantly”, “indifferently”, “happily” or, “angrily”?, 3. What should be the lesson the company should learn from this situation?, Write your answer., _________________________________________________________________, _________________________________________________________________, _________________________________________________________________, _________________________________________________________________, In a career as a customer service representative, one does come across angry, customers. Such customers leave zero ground for conversation or negotiation., There’s nothing much that thecustomer service representative can do when the, customer is angry. The cause of the anger may be valid or otherwise., When customers are concerned, upset or irritated, a customer service, representatives need to act quickly to regain their trust and confidence., Customer service representatives use the following techniques to develop skills, that will help them deal effectively with angry customers., Remain calm: When answering an angry customers’ call, always be patient., Realize that any anger that the customer is displaying is not directed towards, 74

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you personally. Therefore, do not respond with emotion. An angry customer, will just get even angrier if you respond with any aggression. Takes quiet deep, breaths and wait patiently for your turn to speak. Be warm and friendly and, remain calm at all times., Listen: Calmly listen to what the customer has to say, without any, interruption. Listening to an upset customer is half of the process helping to, reduce a customer’s emotions, making the person easier to deal with. The, other half is doing something to ease the tension., Apologize: Express sincere personal regret for the bad experience if, appropriate; apologize on behalf of the organization., For example:, o “I apologize that (specify the issue) happened”, o “I am sorry you ran into that issue”, o “You are right; it is our error; and I apologize”, o "I'm sorry your expectations weren't met. Let's focus on finding a solution, that will make you happy.", Paraphrase: Re-phrase the customer's complaint to ensure that you correctly, understand the issue. The customer is more to likely calm down if he/she, realizes you understand the situation., Be empathetic; to identify with and understand someone else’s situation: It, is important to show empathy when dealing with an angry customer., Remember, customers want to be heard. The ideal way to let your customer, know you hear and understand their anger is to acknowledge it. You're letting, the customer know you understand without necessarily agreeing. For example:, o "You're right, it can be frustrating to read and fill out all of this, paperwork", o "I understand how frustrating writing this down must be.", No matter how one feels inside, a customer service representative must always, speak very courteously, confidently and politely to the customer. This tells the, customer that you, the customer service representative, are in-control of the, situation, are experienced in handling angry customers and can perhaps even, find a solution to their issue!, Act to improve the situation:,  Fix it!–,  Provide a solution that will make your customer happy.,  Correct the issue for the specific customer and also look for long, term corrective measures., 75

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It may be appropriate to reassure the customer that you will be, available to assist in the event that another different problem, should occur again., Explain what happened–,  Recap the issue and solution.,  Restate the issue and every change you've made to correct the, issue so that the angry customer knows exactly what was done., , , , , Follow up:Leave a positive impression. By displaying compassion and, attentiveness after an issue has been solved send a powerful message to the, customer that you really care about each individual customer. This follow-up, after the anger has subsided and the solution has been proven to be effective, may be enough to retain loyal customers and earn a few new ones., Thank the customer: Thank the customer for taking the time to call and let, you know about the issue. Tell the customer that he/she has done your, company a favor by notifying your company about an issue other customers may, also be experiencing., End the call on a high-note: Close all such calls by thanking customers, and, telling them that you appreciate and value them and their feedback. And, that, you look forward to serving them in the best possible way., Now, study the scenario given below. If you were the customer,what would you, want to hear from thecustomer service representative?, If you were thecustomer service representative, how would you handle the, situation?, You can use the above given points to write your answer in your notebooks., “A customer purchased a new Laptop from a well-known computer, manufacturer. A few months later, the laptop malfunctions and the customer, wants the company to replace the laptop or provide service that’s free of, charge., The company responds that it is not responsible and that it would not replace, the Laptop as the laptop showed signs of some parts being short circuited, because of water. The customer informs the company that water has never, been spilt on the Laptop; however, all of the customers’ calls to the company’s, customer service department were met with one negative excuse after, another., As a result of this, the customer has become very angry.”, , 76

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EXERCISE 1: Handling an Angry Customer, Fill in the blanks with the options given below so as to complete the, conversation between a customer service representative and a customer., , , , , , , , , , , , , , , As I understand, the music system installed in your laptop is not, functioning properly. Am I correct?, I am so sorry for your inconvenience, Ma’am. May I please have a, moment to check your records?, Thank you for your patience, Ma’am., I understand you’d like your laptop replaced, would that be correct?, I really wish I could Ma’am; however, company policy wouldn’t allow me, to do that. What I can do, however, is replace your laptop’s music, system with a brand new one! Would that be okay with you?, How can I help you, Ma’am?, So I can better serve you, and get started on solving the issue,, Could you please tell me what is the issue you’re facing Ma’am?, Ma’am, please let me assure you that I am here to assist you in finding a, solution to the issue you’re facing right away. Will that be okay with, you?, Thank you Ma’am. Would you please tell me when you bought the, laptop?, Thank you, Ma’am. We really appreciate you bringing the issue to our, notice. It was a pleasure serving you., , CSR: _______________________________________________________________?, Customer: I want a replacement for this laptop, and I want it now!, CSR: _______________________________________________________________?, Customer: Yes., CSR: _______________________________________________________________?, Customer: The stereo is not working!, CSR: _______________________________________________________________?, Customer: Yes!, CSR: ________________________________________________________________, ____________________________________________________________________?, Customer: Yes, I guess so., CSR: _______________________________________________________________?, Customer: I bought it eight months ago, and it’s been giving me an issue for, the past four months! This is the fifth time I’m calling you people!, CSR: _______________________________________________________________?, Customer: Why?, CSR: _______________________________________________________________., Customer: Ok, fine!, 77

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CSR: ________________________________________________________________, Customer: So, will you be replacing my laptop with a new one, for free?, CSR: ________________________________________________________________, ____________________________________________________________________., Customer: Oh, absolutely! That will be great! Thank you so much!, CSR: ________________________________________________________________, EXERCISE 2: Present Perfect Tense, Choose the correct option:, 1. I am afraid we can’t do that., (a) Present Perfect Tense, , (b) Past Perfect Tense, , (c) Neither, , 2. I had bought it eight months before., (a) Present Perfect Tense, (b) Past Perfect Tense, , (c) Neither, , 3. We have to follow our company’s policy., (a) Present Perfect Tense, (b) Past Perfect Tense, , (c) Neither, , 4. I have brought the bill with me., (a) Present Perfect Tense, (b) Past Perfect Tense, , (c) Neither, , 5. We had replaced your mobile phone’s battery., (a) Present Perfect Tense, (b) Past Perfect Tense, , (c) Neither, , 6. We have fixed your laptop’s stereo., (a) Present Perfect Tense, (b) Past Perfect Tense(c) Neither, 7. The warranty period has got over., (a) Present Perfect Tense, (b) Past Perfect Tense, , (c) Neither, , 8. I had already complained before., (a) Present Perfect Tense, (b) Past Perfect Tense, , (c) Neither, , Go through the assessment. If time permits, you can try to attempt the, exercise in class. Otherwise, you can attempt it at home and bring to the, class the next day for review., ASSESSMENT, Read this:, Present Perfect Tense, 1. I have had enough of those chocolate cakes., 2. She has marked the chapter., 3. You have done nothing to make her happy., 78

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Past Perfect, 1., 2., 3., , Tense, I had had enough of those chocolate cakes., She had marked the chapter., You had done nothing to make her happy., , Instruction: Fill in the blanks with the correct present and past perfect forms, of the verbs in brackets., 1. One of the most difficult customers I_____________ (face) is Mrs. Anju, Mukherjee., 2. Neither I nor Tara were able to handle this lady’s complaints about the, mobile phone she ______________ (buy) last week., 3. Naresh ________________ (check) her mobile phone and found out the, problem., 4. His friendly nature, along with his sound technical knowledge,, ______________ (prove) proved useful in handling this difficult customer., 5. The problem that none of us were able to solve for so long, _____________, (solve) in only a few minutes by him!, 6. I _______________ (come) across many difficult customers in my life, but, none has been as bad as Mr. Gupta., 7. He _____________ (order) for a toaster, and after I ____________ (make), the bill, he called and cancelled it., 8. I had to politely remind him, as I ____________ (remind) him twice before,, that he could not cancel his order after the bill was made., , 79

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REVIEW SESSION 4, RELEVANT KNOWLEDGE, The purpose of this session is to evaluate your knowledge and understanding of, Sessions 11, 12 and 13., Methodology: The review evaluations will be Question ‘n’ Answer and Role, play based. Answers will be assessed on Content, Context, Grammar, Sentence, structure and Vocabulary based on the sessions that were imparted., Process: There will be one review evaluation for each session:, , , , , Verification of information., Directing a customer., Handling an angrycustomer., , ASSESSMENT, , Review of Session 11:Verification of Information, Question:, 1) Answer the question in the “Questions” sectionas completely as, possible, in your own words., 1. How much information can be verified, and with the help of what?, 2. What is the process of verifying information that most companies, follow?, 3. How would a company know if the information provided by the, customer is incorrect?, 4. Why is the verification process that companies follow important?, Role Play:, 2) Complete the Verification Process. After completing the dialogues, you, need to present the conversation before the class., Role-Play - 1:Verification Process -1:, Customer service representative: Sure, I can help you with sourcing your order, number; however, before we continue __________________, ____________________. Is that _____________?, Customer: Yes., , Customer service representative: May _________________________________?, Customer: Sure, that would be Karan Thakur., 80

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Customer, , service, , representative:, , May, I, please, _______________________________and your __________________________?, Customer: Sure. My _____________________ is 012 – 45678910, and my, __________________ is 98456 78910., , Customer service representative:Thank you.Would you please tell me if a, __________________ number was provided to you when you bought the product?, Customer: Yes, I was given a _____________________., , Customer service representative: Thank you. May I please have the date you, placed the order, along with your product’s model/serial number?, Customer: The date is the 17th of June. The Desktop’s model number is DTP3456, , Customer service representative: Thank you. Just to confirm I have the right details,, I see that __________________in our files is [email protected], is that, correct?, Customer: Yes, that’s right., , Customer service representative:Thank you ___________________________. I, can now assist you with your issue., , Sentences:, 3) Rearrange the words in the sentencesbelowto make meaningful sentences., a) the I day. laptop to every work carry, b) Gadgetronics. another customer Notebook The from bought, c) software all work. wish do was there our that I computer could, d) name delivering has of address and When the be customer the a, verified. package, and to, e) customers their organizations always Big to keep try happy., f) most The love science. that computer I subject is, g) PC a from new store. I website Tablet a bought, h) sold bought his and a Macintosh new laptop. on Armaan the APPLE, internet, brand old computer, i) everyday have important part Computers of life. an become, j) industry. lots Today, the there joining of our youngsters IT, , ***********************************************************************, Review of Session 12:Directing a Customer, Role Play:, , 81

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1) Rearrange the given phrases, and fill in the blanks in order to complete the, dialogues and form a coherent conversation between a customer service, representative and a customer., , 1: “Direct the Customer”, a. Once the folder is open, right-click on a blank space inside the folder and,, once again, you will see the drop-down menu appear., b. Please make sure the files you want copied, is closed., c. Please select "Copy" from the menu that appears., d. Now, please select the option "Paste.", e. The file is copied to the folder. Depending on the size of the file, this may, happen immediately or take some time., f. Next, please right-click on the file that you want to copy., g. Now, please double-click on the folder to which you want to paste the file., h. You will see a drop-down menu., i. To close the file, please click the red "X" in the top-right corner of the, window., Customer service representative: ____________________________________., Customer: I’m sorry, but you’ll have to tell me how., Customer service representative:_____________________________________., Customer: Oh, ok. Done! What next?, Customer service representative:_____________________________________., Customer: Ok., Customer service representative: You will see a drop-down menu., Customer: Yes, I do., Customer service representative:_____________________________________., Customer: Uhm… Okay, selected., Customer service representative:____________________________________., Customer: Ok, double clicked., Customer service representative: ____________________________________, __________________________________________________________________., Customer: I have and I do. What do I select now?, Customer service representative: ____________________________________, 82

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__________________________________________________________________., Customer: Okay, Done., Customer service representative:____________________________________, __________________________________________________________________., Customer: Yes, it has. Thank you so much!, 2: “Direct the Customer Again!”, a) Now, please choose one of the options that appear in the menu. You can, either select switch off the computer entirely, or you can choose to log off., b) You should be able to see the “Shut-Down” / “Log Off” button in the Start, Menu. Please confirm once you do., c) Please click on the "Start" button at the bottom right corner of the taskbar., d) A drop-down menu should appear next to the “Shut-Down” / “Log Off”, button., e) Thank you. Please click on the “Shut-Down” / “Log Off” button., Sentences:, Customer service representative: ____________________________________, _________________________________________________________________, _________________________________________________________________, Customer: Okay., Customer service representative: ___________________________________, ____________________________________________________________________, _________________________________________________________________, Customer: Yes, I do., Customer service representative: ___________________________________, ____________________________________________________________________, _________________________________________________________________, Customer: Okay, I have., Customer service representative: ___________________________________, ____________________________________________________________________, _________________________________________________________________., Customer: Yes, it has., Customer service representative: ___________________________________, ____________________________________________________________________, _________________________________________________________________., Customer: Okay, done. Thank you., , 83

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Sentences:, 2) Fill in the blanks with appropriate modals, to complete a conversation, between the customer sales representative and acustomer ., Customer service representative: Hello ma’am! How ________ (may /, will) I help you?, Customer: Well, I wanted to buy a Desktop for my daughter. ________, (Should / Could) you direct me to the computers’ section?, Customer service representative: Sure, ma’am! Please follow me. Its, right here…Are you interested in any particular brand?, Customer: I’m not sure! ________ (Would / Can) you help me find a, good brand for her? She is just 10 years old., Customer service representative: In that case, you ________ (should /, will) take a look at our range of kids’ computers by Gadgetronicshere, they are. They’ve been made especially for children below 13. You, ________ (must / can) choose from a variety of models and colors, here…How about this one in pink and white here?, Customer: Well, I was thinking of something in blue, that’s her favorite, color., Customer service representative: Good choice. Blue is very popular, these days. They are on that shelf near the counter., Customer: Well, this is exactly what I was looking for., Customer service representative: While you’re looking at those,, ________ (will/may) I show you some of these educational software, that are specially recommended for school going children… they are, subject guides that will help your daughter do her homework, as well, as, guide her when she studies for her exams. You _____________, (will / must) buy one of these for her., Customer: Excellent!, Customer service representative: _____________, you like me to gift wrap the computer Ma’am?, , (Should / Would), , Customer: Yes, please., Customer Service representative: Is there anything, _____________ (will / can) help you with, Ma’am?, Customer: No, thanks! You have been a great help!, 84, , else, , I

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***********************************************************************, Review of Session 13:Handling an Angry Customer, Questions:, 1) Answer the question in the “Questions” section as completely as, possible, in your own words., a. When facing an issue with a dis-satisfied customer, what must a, company do to ensure customer satisfaction?, b. What must a company do if it is responsible for an issue?, c. What must a company do, if it is not responsible for the issue?, d. What must customer service representatives do when faced with, customers who are customers are concerned, upset or irritated?, e. What do customer service representatives use to help them deal, with angry customers?, f. What are the 9 steps that a good customer service representative, uses to effectively handle an angry customer?, Role Play, 2) Fill in the blanks with the options given given, so as to complete the, conversation between a customer service representative, and an angry, customer., a) Thank you, Ma’am. We really appreciate you bringing the issue to our, notice. It was a pleasure serving you., b) I am so sorry for your inconvenience, Ma’am. May I please have a, moment to check your records?, c) Thank you for your patience, Ma’am., d) I understand you’d like your laptop replaced, would that be correct?, e) I really wish I could Ma’am; however, company policy wouldn’t allow me, to do that. What I can do, however, is replace your laptop’s music, system with a brand new one! Would that be okay with you?, f) How can I help you, Ma’am?, g) As I understand, the music system installed in your laptop is not, functioning properly. Am I correct?, h) So I can better serve you, and get started on solving the issue,, i) Could you please tell me what is the issue you’re facing Ma’am?, j) Ma’am, please let me assure you that I am here to assist you in finding a, solution to the issue you’re facing right away. Will that be okay with, you?, k) Thank you Ma’am. Would you please tell me when you bought the, laptop?, , 85

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Customer service representative: ____________________________________?, ___________________________________________________________________., Customer: I want a replacement for this laptop, and I want it now!, Customer service representative: _________________________________, __________________________________________________________________?, Customer: Yes., Customer service representative: _________________________________, __________________________________________________________________?, Customer: The stereo is not working!, Customer service representative: ____________________________________, _____________? ____________________________________________________., Customer: Yes!, Customer service representative: _________________________________, __________________________________________________________________?, Customer: Yes, I guess so., Customer service representative: _________________________________, __________________________________________________________________?, Customer: I bought it eight months ago, and it’s been giving me an issue for, the past four months! This is the fifth time I’m calling you people!, Customer service representative: _________________________________, __________________________________________________________________?, Customer: Why?, Customer service representative: _________________________________, __________________________________________________________________., Customer: Ok, fine!, Customer service representative: _________________________________, __________________________________________________________________., Customer: So, will you be replacing my laptop with a new one, for free?, Customer service representative: _________________________________, __________________________________________________________________., Customer: Oh, absolutely! That will be great! Thank you so much!, Customer service representative: _________________________________, __________________________________________________________________., Sentences:, 3) Fill in the blanks with the correct Present and Past Perfect forms of the, verbs in brackets., a) One of the most difficult customers I_____________ (face) is Mr., Anand Singh., b) Neither Tara nor I were able to handle this lady’s complaints about, the Smartphone she ______________ (buy) last week., c) I had to politely remind him, as I ____________ (remind) him twice, before, that he could not cancel his order after the bill was made., 86

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d) Mira ________________ (update) her computer., e) His friendly nature, along with his sound technical knowledge,, ______________ (prove) proved useful in handling this difficult, customer., f) The problem that none of us were able to solve for so long,, _____________ (solve) in only a few minutes by him!, g) Gurmeet _______________ (handle) many difficult customers in his, career as a customer sales representative., h) He _____________ (order) for a laptop, but later he ____________, (change) his mind, and ordered a desktop., , ***********************************************************************, , 87

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SESSION 14: HANDLING CUSTOMER QUERIES, RELEVANT KNOWLEDGE, If you work as a customer service or sales representative, you will have to, answer a lot of queries, i.e. questions, asked by their customers., Some common statements you would use frequently are:., 1. “How can I help you, Ma’am/Sir?”, 2. “Is there anything else I can help you with?”, 3. “Of course, I can help you with that.”, 4. “It’s my pleasure, Ma’am/Sir.”, 5. “It was a pleasure serving you Ma’am/Sir.”, 6. “I’m glad I could help. Is there anything else you’d like to know, Ma’am/Sir?”, When a customer service or sales representative is approached or called by a, customer, he or she should greet the customer with a polite “How can I help, you, Ma’am/Sir?, The customer service or sales representative may also ask the customer if, he/she can be of further assistance. When the customer service or sales, representative is thanked by the customer, he/she should say either “It was a, pleasure serving you Ma’am/Sir.” Or “It’s my pleasure, Ma’am/Sir” instead of, “You are welcome, Ma’am/Sir.”, Some important things to remember are:, , , , , , , , , Listen actively. Accurately listening to customers is as important as, talking to them. Efficient listening is focussing on everything the, customer has to say., Paraphrase.To ensure that you're capturing the right information, a, customer sales representative must repeat in their own words i.e., paraphrase what they’ve heard. This shows customers that you are, paying attention to them and their needs. This also aassures the, customers that the customer sales representative is attempting to, process and understand what is being asked or said; it helps to avoid any, communication errors. Customer sales representatives need to, paraphrase customer queries, as well as, any other important, information that the customers may provide., Provide practical details. Customer sales representative should provide, customers with information that helps them understand the products and, services satisfactorily., Smile. Customers can hear the smile in the customer sales, representative’s voice when they answer the phone. No matter what, type of day the customer sales representative may be experiencing, all, of that is not important when they're assisting a customer. It is important, , 88

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to provide customers the most pleasant, memorable experience possible, when they call., EXERCISE 1: Handling Customer Queries, Rearrange the jumbled words in order to complete the conversation between, Sales Rep and Customer. The jumbled words have been italicized., Sales Rep: Yes, Ma’am/Sir. How can I help you?, Customer: I just wanted to ask you if this I exchange cell could phone., ___________________________________________________________________, Sales Rep: Could me tell it wrong what’s you with?, ___________________________________________________________________, Customer: The phone keeps switching off by itself although I keep the battery, well charged., Sales Rep: I see. When it buy you did?, ___________________________________________________________________, Customer: I bought it two months ago., Sales Rep: Okay, Ma’am. Since not is over warranty the yet period, we will, replace the item., ___________________________________________________________________, Customer: Thank you., Sales Rep: It’s my pleasure, Ma’am/Sir., Sales Rep: How can I help you, Sir/Ma’am?, Customer: I to discount about inquire wanted scheme your., ___________________________________________________________________, Sales Rep: We have different schemes for different products. Which you know, like would to about product?, ___________________________________________________________________, Customer: Adidas., Sales Rep: For Adidas, you will get a 15% discount for a purchase of 2000, Rupees, 25% discount for a purchase of 4000 Rupees and 50% discount for a, purchase of 7000 Rupees., Customer: Great! Thanks., Sales Rep: Is there anything else I can help you with?, Customer: No, be that all will. Thanks again., ___________________________________________________________________, Sales Rep: No problem, Ma’am/Sir., EXERCISE 2: Reported Speech, Choose the option that is in the corresponding direct speech., 1. The customer asked the salesperson if that TV was on sale., (a) “Is this TV on sale?”, 89

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2. The, , 3. The, , 4. The, , 5. The, , (b) “Is that TV on sale?, (c) “Was that TV on sale?”, salesperson told that customer that the TV was not on sale., (a) “The TV is not on sale.”, (b) “Is the TV not on sale?”, (c) “The TV was not on sale.”, customer asked the salesperson how much the TV cost., (a) “How much the TV cost?”, (b) “How much does the TV cost?”, (c) “How much does the TV costs?”, salesperson told the customer that the TV cost 7500 Rupees., (a) “The TV cost 7500 Rupees.”, (b) “The TV costs 7500 Rupees.”, (c) “Does the TV cost 7500 Rupees?”, salesperson told the customer that the price was fixed., (a) “The price was fixed.”, (b) “That the price is fixed.”, (c) “The price is fixed., , Go through the assessment. If time permits, you can try to attempt the, exercise in class. Otherwise, you can attempt it at home and bring to the, class the next day for review., ASSESSMENT, Read this:, Direct speech: Anuskha: “Shall I give the presentation?”, Reported speech: Anushka asked if she should give the presentation., Direct speech: Manager: “Yes, Anuskha. You should give the, presentation.”, Reported speech: The manager told Anushka that she should give the, presentation., Instruction: Change the following sentences into reported speech., 1. Customer: “I got this gift coupon yesterday. Can I redeem it here?”, _________________________________________________________________., Salesperson: “Yes Sir, you can.”, _________________________________________________________________., 2. Customer: “Do you follow an exchange and refund policy?”, _________________________________________________________________., 3. Salesperson: “We have a strict “no refund” policy.”, _________________________________________________________________., , 90

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Salesperson: “You can exchange the item within a week of purchase, but, only if the price tag is still in place.”, _________________________________________________________________, _________________________________________________________________., 4. Customer: “Excuse me, could you tell me how much VAT you charge?”, _________________________________________________________________., Salesman: “We charge only 12% VAT, Sir.”, _________________________________________________________________., 5. Salesman: “Can I help you, Ma’am?”, _________________________________________________________________., Customer: “Yes, I lost the invoice. Could you make me another one?”, _________________________________________________________________., Salesman: “Sure, Ma’am. Just give me a minute.”, _________________________________________________________________., , 91

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SESSION 15: CLARIFYING, RELEVANT KNOWLEDGE, Whencustomers call, the customer service representative needs to ask the, customers a few questions to clarify what it is they want or what the issue is., The following are some of the common phrases which are often used by call, center customer service representatives:, 1. Which _______ would you like?, 2. What kind of a ____________ are you interested in?, 3. Do you have any __________ ______ in mind?, 4. Would you like it in any particular _______?, 5. Would you like to subscribe to our _________?, 6. Could you be a little more __________ about when you first noticed the, issue? Was a week back or a little longer?, 7. So what you’re saying is that the mobile ___________ to you, is not the, same one you had ________, would that be correct?, 8. Am I correct in understanding that you would like to ____________ in the, next survey we conduct?, Think and fill in the blanks with the correct answers and write the sentences in, your notebook., EXERCISE 1: Clarifying, Rearrange the following sets of sentences in order to form conversations, between a Customer Service Representative (CSR) and a Customer., Scenario – I, a), b), c), d), e), f), , CSR: For which standard are you interested in?, Customer: 250 to 500 Rupees., Customer: Sure., CSR: Very good. What the price range you are looking at?, Customer: Standard XI (eleven)., CSR: Thank you. Could you please provide me with your postal address,, in order for us to mail you the DVD?, g) Customer: Hi! Does your company sell any “School Self-Help Guide”, DVDs?, h) CSR: Yes, we do. Which subject would you like; Science, English or, Computers?, i) Customer: Computers., Scenario – II, a) CSR: Now, could you please open a new word document, and type your, name?, b) Customer: Okay, done., 92

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c) CSR: Could you please check and let me know if the cable that runs from, the keyboard to the central processing unit (CPU) tower, is fit in the, socket properly?, d) Customer: Yes, exactly!, e) CSR: Can you tell me what the issue you’re facing is?, f) Customer: Great! I can see my name. Thank you!, g) CSR: As I understand, whenever you type on the keyboard, the action, does not translate itself on to the document, thus leaving the open page, blank. Would that be correct?, h) Customer: Four days ago., i) CSR: So your keyboard is not functioning properly. Am I correct?, j) Customer: It’s a little loose., k) CSR: Could you push it in the socket firmly?, l) Customer: When I type anything no words appear on the document. It, remains empty., m) CSR: Thank you. Could you tell me when did you first notice the issue?, n) Customer: Okay., o) CSR: Could you please let me know what happens?, p) Customer: My keyboard is not working. I need one of your computer, technicians to come and repair it?, q) CSR: Thank you., r) Customer: Yes., EXERCISE 2: Framing Questions, Choose the options which could be the appropriate question for the given, statements., 1. The train to Mumbai leaves at 5:45 p.m., (a) When does the train to Mumbai leave?, (b) Which train leaves at 5: 45 p.m.?, (c) Where does the train leave?, 2. Tara is going to the mall with Smita., (a) Who is going to the mall with Smita?, (b) Who is Tara going to the mall with?, (c) Where do Tara and Smita want to go?, 3. He wants to buy a book., (a) What does he want to buy?, (b) Which book does he want to buy?, (c) What does he want to do?, 4. She should meet him at school., (a) Where should she meet him?, (b) Why should she meet him?, (c) Who should meet her?, 93

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5. The lunch will arrive at 12:30 sharp., (a) When will the lunch arrive?, (b) Who sends the lunch?, (c) Where is the lunch?, 6. It is Tina’s birthday tomorrow., (a) Whose birthday is it tomorrow?, (b) Who is Tina?, (c) What day is tomorrow?, Go through the assessment. If time permits, you can try to attempt the, exercise in class. Otherwise, you can attempt it at home and bring to the, class the next day for review., ASSESSMENT, Instruction: Choose the question that should follow what the customer says., For Example:, , Customer: I would like a cold drink, please., Your question:, a. When cold drink would you like, ma’am?, b. Which cold drink would you like, ma’am?, , 1. Customer: I’m looking for formal shirts., Your question:, i. Do you have any particular brand in mind?, ii. Are you looking for a shirt, ma’am?, 2. Customer: I would like an ice-cream., Your question:, i. When flavor would you like?, ii. Which flavor would you like?, 3. Customer: Could you show me a pair of jeans please?, Your question:, i. Sure ma’am! Are you looking for a particular color or brand?, ii. Sure ma’am! Can you look for a particular color or brand?, 4. Customer: I need five packets of Ching’s Secret noodles., Your question:, i. Shall you want egg noodles or vegetarian noodles?, ii. Do you want egg noodles or vegetarian noodles?, 5. Customer: I need to exchange this sweater. This is too small for me., Your question:, i. You can try out the medium size?, ii. Would you like to try out the medium size?, , 94

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6. Customer: I like the phone but I don’t like the color., Your question:, i. This phone comes in five different colors, Sir. Would you, like to take a look at them?, ii. This phone comes in five different colors, Sir. What you, would like to take a look at?, 7. Customer: I am looking for ChetanBhagat’s books., Your question:, i. We have all of them, ma’am. What one do you want?, ii. We have all of them ma’am. Which one do you want?, 8. Customer: I saw a beautiful vase here last week – can you please find that, for me?, Your question:, i. Where was the color of the vase?, ii. What was the color of the vase?, 9. Customer: Can you show us a cot?, Your question:, i. Should I show you a double bed or a single bed, Sir?, ii. How I show you a double bed or a single bed, Sir?, 10. Customer: I need to buy a gift for my niece. Could you help me out?, Your question:, i. Why are you looking for something in particular?, ii. Are you looking for something in particular?, , 95

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SESSION 16: THE CALL FLOW, RELEVANT KNOWLEDGE, What do you think is the meaning of the term “call flow”? Write your answer, here., ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, ____________________________________________________________________, Do you know- The telephone is one of the best brand-building devices. Over the, telephone agents get 5-to-30 minutes of a customer’s full attention; depending, on the issue. If the agent gets the interaction right, he/she can create a, memorable experience for the customer, generate positive word-of-mouth, advertising, and build customer loyalty.This leads to a better brand image and, increased profits. Getting the interaction “right” usually requires a call flow of, some kind., The following 11-point call plan (See “Call-Flow Chart”) focuses on creating a, warm customer-focused experience and building a better brand image., 1. Standard opening (Smile. State own name and Company’s name, and ask for, Issue), , , , “Good morning” or “Good afternoon. Customer Care. This is Preetha.”, “Thank you for calling Customer Care. This is Preetha. How may I help, you?”, , 2. Paraphrase issue and check for confirmation (Paraphrase: to retell, something in your own words), , , , “So, what you’re saying is you want to / you have a ....... would that be, correct?”, “From what I understand, you would like to / your ………. would that be, correct?”, , 3. Ask for verification of details, “May I please have your first name and last name?, May I have your phone number, postal address and email-id please?, May I please have the account / bill / model number of the product? (If, applicable)”, (The call will only proceed if the customer has verified / confirmed all his, details.), , , 96

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4. Bridge to questioning, , , , , “In order to find out what happened, I will need to ask you some, questions.”, “Do you mind if I ask you some questions so we can find out what has, happened?”, “For me to assist you better, may I ask you a few questions?”, , 5. Question customer about details of the issue (Use please and thank you), , , , , , , “Can you tell me when you first noticed the problem with …………?”, “For how long has it been …….?”, “When did you buy the product…?”, “Have you checked the…..?”, “Thanks. I have one final question.”, , 6. Assure customer, , , , , “This is just a small issue. Please be sure I will find a solution.”, “There’s nothing to worry. I will guide you through the instructions.”, “I will get that information for you.”, , 7. Seek customer’s agreement for following troubleshooting steps, (troubleshooting steps: a set of instructions).,  “We’ll have to perform a few troubleshooting steps / instructions. Is it, okay with you?”, 8. Direct customer,  “Please place the ……………………over the ………… and click on ……………..on, the mouse and then click on……………………...”, , , “Please click on the …………..at the bottom ……………..of your, …………………… you will see a ………………………… on the ………………..of, the……………..”, 9. Inform customer of solution, and ask customer for permission to document, result.,  “I would like to inform you that the issue you called us, for………………………… has been solved. I’d like your permission to record, this interaction as resolved.”, 10. Clarify “Is there anything else?”, , , , , “May I help you with anything else?”, “Do you have any additional questions, Sir/Ma’am?”, “Is there anything else I can help you with today, Sir/Ma’am?”, , 11. Standard closing (Include thanks, own name and company name), , , “Thank you for calling…………………... This was ………………Good-bye.”, 97

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, , “Thank, you, for, calling………………………, to/with……………… Goodbye.”, , START, , You, , were, , speaking, , CALL FLOW CHART, , Customer (Cx) :, Calls-in with, Issue, , Customer Service, Representative (CSR):, Answers Calls, , Cx:, Answers, “Yes”, , CSR: Opens Call;, Smiles & Greets Cx, , CSR:, Asks Cx for agreement (that is, if, they agree to follow the CSRs, instructions), , CSR:, States Own Name &, Company Name, , CSR:, Tells Cx that the Cx will have to follow a, set of “troubleshooting” (instructions), steps in order to solve the issue., , CSR:, Asks Cx for, Issue, , CSR:, Assures Cx that he/she will, do his/her best to make sure, the issue is solved., , Cx:, States Issue, , CSR:, Paraphrases, Issue & Checks, for Confirmation, Cx:, Gives, Confirmation, , Cx:, Answers & Confirms All, Questions, CSR:, Asks Cx for, Verification of Details, , Cx:, Answers & Confirms, All Verification, Questions Asked, , CSR:, Asks Cx for Details of the, Issue (Product / Service), , CSR:, Starts “troubleshooting”,, making sure that the Cx, understands and follows the, instructions in a proper and, clear manner., CSR:, Solves Issue and Informs Cx, that the Issue is solved., CSR:, Asks Cx if Cx is happy with the, solution, and checks if there is, anything else the Cx would like, solved., , CX:, Answers “No”, , CSR:, Tells Cx that it was a pleasure serving Cx., CSR States own name and Company, name, CSR:, Closes Call;, Thanks Cx for calling-in., , The Call Flow Chart, , Read the details of a role-play given below and make a note of the important, points in your notebook., Mock-Role-Play:, Situation: A customer is calling for assistance because he is unable to open the, internet on his computer at home., Solution: Helps customer to successfully move a file from his desktop to the, documents folder., Agent: Thank you for calling “Customer-Tech-Support”. This is Jasmeet. How, may I assist you?, Customer: Hi this is Sahil. I am one of C-T-S customers, and I’d like some help, with this issue I am having. I have a file on the Desktop on my PC that I want to, transfer it to the “documents” folder., Agent:You want to move a file from your desktop to your documents folder?, Sure, I can assist you with that. However, I will need to verify your account, 98, , END

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information before we continue. May I have your first name and last name, please?, Customer: Sure, it isSahil Shah., Agent: Thank you. May I have your C-T-S account number please?, Customer: That is XYZ1234., Agent: Thank you. Just to confirm that I have the right account, I see that the, e-mail address on the account is [email protected], is that correct?, Customer: Yes, that’s right., Agent: Thank you for verifying your account Sir. I can now assist you with, transferring your file to the “documents” folder on your PC. Are you in front of, your PC now?, Customer: Yes I am., Agent: Which operating system are you running on your PC, sir?, Customer: It is windows 7., Agent: Alright, do you see the file on your desktop sir?, Customer: Yes, I do., Agent: Please place the mouse cursor / pointer over the icon and click on the, right button of the mouse. Do you see a menu poping up?, Customer: Yes., Agent: Now click on the option Cut with the left mouse button., Customer: Okay, I have done that., Agent: Now click on the Start button, at the bottom right corner of your, Desktop screen, and once the start menu opens, you will see a menu option, “Documents” on the right side of the menu., Customer: Yes, do I click on it?, Agent: Yes, Please. That should bring up the window for the documents folder., Customer: Yes it did., Agent: Position the cursor / pointer on the empty part of the window and click, on the right button on the mouse and click on the option Paste., Customer: Okay…yes. I see the file in this folder now. Thank you!, Agent: You are welcome sir. Before we end this call, I’d like to confirm that, the issue you called us for, moving a file from the desktop to the documents, folder is resolved., Customer: Yes, that’s right., Agent: Thank you. I’d like your permission to record this interaction as, resolved., Customer: Sure, please go ahead., Agent: Thank for choosing “Customer-Tech-Support”, sir. Have a nice day., Customer: Thank you. You have a nice day as well., , 99

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EXERCISE 1: Following a Call Flow, In your own words, fill in the responses for the agent in the role-plays below., You may take inputs from the previous section and the above given call flow, chart but use your own language – DO NOT COPY / PASTE!!, Role-Play -1, Situation: A customer is calling to find out his bank account balance., Agent Name: Tanish., Company Name: Bank of Wealth, Solution: Agent informs customer how much money there is in the account, Agent:, Customer: I would like to know how much money I have in my account., Agent:, Customer: Sure, it's HarshaRandwa. My account number is 012-345-9876-543, Agent:, Customer: The last three numbers of my password is ***., Agent:, Customer: Oh, I thought I had one lakh, but fifteen thousand less is not bad, either., Agent:, Customer: That will be all. Thank you., Agent:, Customer: Yes, that’s right., Agent:, Customer: Sure, please go ahead., Agent:, Role-Play -2, Situation: A customer is calling in to order a Pizza., Agent Name: Kushi., Company Name: Tasty Kebabs, Solution: Place the order and offer the customer to upgrade their orders., Agent:, Customer: I want to order kebabs for dinner, for the entire family. We are 12, of us, and we’re all non-vegetarians. So, what would you suggest?, Agent:, Customer: Great! That sounds perfect. I’d like to order 4 sheekh kebabs, 4, murghhariyali kebabs, and 4 tandoori chicken kebabs!, Agent:, Customer: Yes. Please have it delivered to H – 1/23, Sector – 456, Faridabad, (Haryana)., 100

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Agent:, Customer: Sure! 5 rupees per roti is very reasonable. Send 2 rotis per person., I'll just pay the bill in cash once it's delivered., Agent:, Customer: 30 minutes? Very good!, Agent:, Customer: No. No. That’s all! Thank you., Agent:, EXERCISE 2: Present Continuous Tense, Read aloud the following and pick out the sentences which are in the Present, Continuous Tense., 1. Nokia is a very large company that specializes in the production of, mobile devices., 2. You are looking at a new model by Sony which has an external memory, slot., 3. This phone is becoming popular day by day., 4. The iPhone is also great for using the internet., 5. APPLE is offering a 10% discount on all their products this Christmas., 6. Buying this product will also make you a member of our Premium, Customer Group., 7. By becoming a member of this group, you are securing for yourself a 15%, discount on all further purchases., Go through the assessment. If time permits, you can try to attempt the, exercise in class. Otherwise, you can attempt it at home and bring to the, class the next day for review., ASSESSMENT, Read this:, 1. Meetika and I are solving the riddles., 2. One of my colleagues is coming to dinner tonight., 3. Is anyone coming to the dance show?, Instruction: Fill in the blanks with the present continuous form of the words, in brackets., 1. Keeping in mind the special brand name and image of our company, I, ____________ (prepare) a new advertisement for our products., 2. Ma’am, we _______________ (launch) a new mobile phone, which will, make dialing calls easier., 3. Sir, I ______________ (offer) you the best price for this product because, you are a valued customer., 101

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4. This computer has a nice design; it ___________ (go) to look great in, your study-room., 5. If you ____________ (look) for a computer that most artists use, then, this is the one., 6. I have sold at least 50 such phones since morning. We_________ (run), out of stock now. These are the last three we have. So, if you like the, design, you should buy one now., 7. A lot of stores charge far more money than we have offered. But we, ___________ (charge) less because you are a regular customer., 8. If you ___________ (will) to buy them now, then we can offer you a 25%, discount., 9. We ______________ (search) for a new place to shift the office., 10. This is such a fantastic computer! You ___________ (do) the right thing, by buying it., , 102

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REVIEW SESSSION 5, The review evaluations will be Question and Answer and Role-Play based., Answers will be assessed on content, context, grammar, sentence structure and, vocabulary based on the sessions 14, 15 and 16., The review evaluation is divided into three parts. One for each session:, , , , , Handling Customer Queries ., Clarifying ., The Call Flow., , ASSESSMENT, , Review of Session-14: Handling Customer Queries, Questions:, 1) Answer the question in the “Questions” section as completely as, possible, in your own words., a. What should a customer service/sales representative (CSR) do, when he/she is approached or called by a customer?, b. What are the different ways a customer service/sales, representative (CSR) may ask the customer if he/she can be of, further assistance?, c. What must a customer service/sales representative (CSR) do when, a customer thanks them?, d. What are the four important skills ‘customer service/sales, representatives’ use when handling customers’ queries? Explain in, detail., e. Complete the dialogues in Role-Play (by filling in the blanks) to, form a conversation between a Customer (A) and a Customer, Sales/Service Representative (B)., Sentences:, 1. Customer: “I bought a computer yesterday. Can I exchange it?”, _________________________________________________________________., CSR: “Yes Sir, you can, as it’s only one day since you bought it.”, ________________________________________________________________., 2. Customer:, “Do, you, follow, an, exchange, and, refund, policy?”_________________________________________________________., CSR: “We have a strict “no refund” policy.”, ________________________________________________________, CSR: “You can exchange the item within a week of purchase, but only if the, price tag is still in place, 103

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_______________________________________________________________, _______________________________________________________________, 3. Customer: “Excuse me, could you tell me how long will you take to deliver, my computer set to my house?”, _______________________________________________________________, _______________________________________________________________, CSR: “We will deliver it within two days, Sir.”, _______________________________________________________________, _______________________________________________________________, 4. CSR: “Can I help you, Ma’am?”, _______________________________________________________________, Customer: “Yes, I lost my service-delivery number. Could you please give, me the number again?”, _______________________________________________________________, _______________________________________________________________, CSR: “Sure, Ma’am. Just give me a minute.”, _______________________________________________________________, , ***********************************************************************, Review of Session-15: Clarifying, Questions:, 1) Answer the question in the “Questions” section as completely as, possible, in your own words., a) What are some of the common questions customer service, representatives ask customers, to clarify what the customer, wants or what the issue is?, Role Play, 2) Rearrange the sentences to form a conversation between a customer, service representative and a customer., Role-Play 1:, CSR: Excellent choice, Ma’am/Sir! Could you please provide me with your, phone number and postal address, in order for us to make a note of your, details in our customer database?, Customer: Hi! Does your company sell Smartphones?, CSR: Very good. What is the price range you are looking at?, Customer: What’s the difference between the Apple and Samsung?, CSR: Yes, we do. Which brand would you like to see?, , 104

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Customer: Sure., Customer: I think the best benefit of the Samsung Smartphone is that it fits, right into my budget! I’ve decided to buy the Samsung Smartphone. Could, you please make my bill?, CSR: Not much, except for the cost. The Smartphone by Samsung costs only, Rs 27,000, whereas, the basic Apple Smartphone costs more than Rs 40,000!, In fact, the Smartphone by Samsung has got as many features, advantages, and benefits as the one by Apple., CSR: Thank you. May I suggest the Samsung Smartphone?, Customer: In Apple, the 4-S and in Samsung, I’m not too sure., CSR: We have the complete range of Apple and Samsung products. Is there, any particular model you’re interested in?, Customer: Rs 20,000 to a maximum of Rs 35,000. Not more., Customer: Apple or Samsung., CSR: Thank you., , Role-Play 2:, CSR: Now, could you please open a new word document, and type your name?, Customer: Okay, done., CSR: Could you please check and let me know if the cable that runs from the, keyboard to the central processing unit (CPU) tower, is fit in the socket, properly?, Customer: Yes, exactly!, CSR: Can you tell me what the issue you’re facing is?, Customer: Great! I can see my name. Thank you!, CSR: As I understand, whenever you type on the keyboard, the action does not, translate itself on to the document, thus leaving the open page blank. Would, that be correct?, Customer: Four days ago., CSR: So your keyboard is not functioning properly. Am I correct?, Customer: It’s a little loose., 105

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CSR: Could you push it in the socket firmly?, Customer: When I type anything no words appear on the document. It remains, empty., CSR: Thank you. Could you tell me when did you first notice the issue?, Customer: Okay., CSR: Could you please let me know what happens?, Customer: My keyboard is not working. I need one of your computer, technicians to come and repair it?, CSR: Thank you., Customer: Yes., , Sentences:, 3) Choose the correct question that should follow what the customer says., 1. Customer: I would like a sell my laptop for 7,500 rupees., Your question:, o When would you like to sell it?, o How old is the laptop?, 2. Customer: I would like to buy a mobile phone., Your question:, o What kind of phone would you like to buy?, o Is there any particular brand of phone that you would like to see?, 3. Customer: Could you show me a pair of speakers please?, Your question:, o Sure! Are you looking for a specific brand or model?, o Sure! Can you look for me any particular brand or model?, 4. Customer: I need some educational CDs on Science and Math., Your question:, o Shall you want CDs for five sciences only?, o Would you like one Cd for each subject?, 5. Customer: I need to exchange this phone. It hasn’t been working from, the day I bought it!, Your question:, 106

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o Oh, that’s too bad! Do you want to buy another phone in exchange?, o I’m so sorry for the inconvenience caused. Could you please, provide me with the Bill you had received when you had bought the, phone?, 6. Customer: I like the phone but I don’t like the color., Your question:, o This phone comes in five different colors. Would you like to take a, look at them?, o This phone comes in five different colors. What you would like to, take a look at?, 7. Customer: I am looking for the Apple iPhone., Your question:, o We have all of them. What one do you want?, o We have all of Apples’ iPhones. Which one would you like to see?, 8. Customer: I saw a pair of speakers here last week – can you please, find that for me?, Your question:, o Where was the brand or model of the speakers?, o What was the brand or model of the speakers?, 9. Customer: Can you show us a computer?, Your question:, o Should I show you a desktop or a laptop?, o How I show you a desktop or a laptop?, 10., Customer: I want to buy a computer for my niece. Could you help, me out?, Your question:, o Why are you looking for something in particular?, o Are you looking for a particular type of computer?, , ***********************************************************************, Review of Session-16: The Call Flow, Questions:, 1) Answer the question in the “Questions” section as completely as, possible, in your own words., a. What does the 11-point Call Flow Plan Focus on?, b. What are the 11 steps of the 11-point Call Flow Plan?, c. Explain each step of the Call Flow Plan. Give an example for each, step., 107

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d. Which step decides whether the call will proceed or not?, , Sentences:, 2) Fill in the blanks with the Present Continuous form of the words in, brackets., a. Keeping in mind the special brand name and image of our, company, I ____________ (made) new user manuals for all our, computers., b. This is such a fantastic computer! You ___________ (do) the right, thing by buying it., c. We _______________ (launch) a new Smartphone, which will make, storing data easier., d. A lot of companies ___________ (charge) far more money for a, computer than we do., e. We ______________ (offer) a 40% discount for the newly launched, Smartphone to our first 100 customers., f. This computer has a nice design; it ___________ (go) to sell like, hot-cakes!, g. If you ____________ (look) for a store that sells computers at the, best prices, then you’ve come to the right place!, h. We have sold at least 120 laptops today. We_________ (run) out, of stock now. These are the last three we have., i. If you ___________ (will) to buy them now, then we can offer you, a 30% discount., j. I ______________ (search) for the customer service report., , ***********************************************************************, , 108

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SESSION 17: GIVING AND RECEIVING FEEDBACK, RELEVANT KNOWLEDGE, Read aloud the following sentences:, 1. You did a good job!, 2. You need to improve your performance., 3. You have improved a lot., 4. You have done well., 5. You should try harder., Such comments are issued when you:, (a) Are happy with someone’s performance at work., (b) Feel that someone needs to work harder., Decide for each point, whether the feedback belongs to option (a) or to option, (b)., For each feedback, how would you respond? Write your answers., 1., 2., 3., 4., 5., , ___________________________________________________________., ___________________________________________________________., ___________________________________________________________., ___________________________________________________________., ___________________________________________________________., , There are some basic guidelines that are followed while giving or receiving, feedback. These are:, Guidelines for giving feedback:,  Express your feedback in positive terms. For example, 'It would have, been helpful if you had emailed the location and starting time for the, meeting to everybody” rather than “How do you expect us to meet if you, don't tell us the time and location”., Being positive gives an opportunity for agreement, being negative is, more confrontational.,  Be descriptive rather than evaluative. For example, “You didn't bring, the notes to the meeting, which you agreed you would” rather than “You, are lazy and unreliable”., Describing what you see and hear reduces the need for others to react, emotionally.,  Reveal your own position or feelings. For example, “I felt unsettled, when you argued your point” rather than “You were very rude”., Describing your reaction gives the person an opportunity to think and, respond to the feedback.,  Be specific rather than general. For example, “When you spent forty, minutes trying to find my account details in your records, I lost some of, my confidence” rather than “You and your company are disorganised”., 109

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, , , , Feedback is usually more effective when requested than when given, voluntarily., Generally, feedback is most useful at the earliest opportunity after, the given behaviour., Check that you have communicated your feedback clearly. Ask the, person to rephrase your feedback to see if it corresponds closely to what, you intended., , Guidelines for receiving feedback:,  Listen to the feedback. Try to understand the other person's perspective.,  There is nothing called “negative” feedback. All feedback is always, positive; only the attitude of the person can be negative.,  Focus on “only” what you need to learn from the feedback.,  Don’t reject feedback immediately. Give the feedback serious, consideration and weigh up the consequences of changing or not, changing. Don't reject it immediately.,  Express your thoughts and feelings about the feedback and possible, changes.,  Tell the person whether you intend to try and change, and in what ways.,  Tell the person what they could do to help you make changes.,  Express appreciation for their concern and interest. 'Thank you for the, feedback' or 'Thank you for the ideas'., EXERCISE 1: Giving and Receiving Feedback, Fill in the blanks with appropriate feedback and responses:, o I will work harder., o Thank you for the feedback, Sir/Ma’am., o You have to learn how to work in a team., 1. A: I have reviewed your performance., B: How did I do, Sir/Ma’am?, A: You do well alone but not when you are working in a team., __________________________________________________., B: Thank you for the feedback, Sir/Ma’am. I will work on it., 2. A: How do you find work at our office?, B: I like working here, Sir/Ma’am., A: I would like to give you a feedback. You have done very well till now., B: _______________________________., 3. A: I would like to give you a feedback., B: Okay, Sir., A: As a sales representative, you need to be more attentive to the customers., 110

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B: Thank you for the feedback, Sir/Ma’am._______________________________., EXERCISE 2: Reported Speech, The following sentences are in the Direct Speech. Choose the option which is in, the corresponding reported speech., 1. The supervisor to Reena: “You are doing well.”, (a) The supervisor told Reena she was doing well., (b) The supervisor told Reena you are doing well., (c) The supervisor told Reena she were doing well., 2. Reena to the supervisor: “Thank you, Ma’am.”, (a) Reena told the supervisor thank you., (b) Reena said thank you Ma’am., (c) Reena thanked the supervisor., 3. The supervisor to Reena: “You need to improve.”, (a) The supervisor told Reena she needs to improve., (b) The supervisor told Reena she needed to improve., (c) The supervisor told Reena you need to improve., 4. Reena to the supervisor: “I will work harder.”, (a) Reena told the supervisor she would work harder., (b) Reena told the supervisor she will work harder., (c) Reena told the supervisor I will work harder., 5. The supervisor to Reena: “You will get a feedback.”, (a) The supervisor told Reena you will get a feedback., (b) The supervisor told Reena she would get a feedback., (c) The supervisor told Reena she will get a feedback., Go through the assessment. If time permits, you can try to attempt the, exercise in class. Otherwise, you can attempt it at home and bring to the, class the next day for review., ASSESSMENT, Read this:, Examples:, Direct speech: Linda: “Ayesha, you are looking great.”, Reported speech: Linda told Ayesha that she was looking great., Direct speech: Ayesha: “Thanks for the compliment, Linda.”, Reported speech: Ayesha thanked Linda for the compliment., Instruction:Change the parts in bold to reported speech., 1. Manager: “Saroj, you have done well!”, _________________________________________________________________., Saroj: “Thank you, Sir!”, , 111

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2. Manager: “You need to be more attentive to your customers.”, _________________________________________________________________., Saroj: “Yes, Sir. I will try harder.”, _________________________________________________________________., 3. Manager: “You have to learn how to work in a team.”, _________________________________________________________________., Saroj: “Yes, Sir. Actually this is the first time I am working as a part of a, team.”, _________________________________________________________________., Saroj: “However, I will give it my level best.”, _________________________________________________________________., 4. Manager: “Saroj, I am happy to see that you are improving.”, _________________________________________________________________., Saroj: “Thank you, Sir.”, Manager: “How do you like working in this office?”, _________________________________________________________________., Saroj: “Sir, I like the office very much as it provides opportunities for, moving ahead.”, _________________________________________________________________, _________________________________________________________________., , 112

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REVIEW SESSSION 6, The review evaluations will be Question and Answer and Role-Play based., Answers will be assessed on content, context, grammar, sentence structure and, vocabulary based on the session 17., The review evaluation consists of one session: Giving & Receiving Feedback, ASSESSMENT, , Review of Session-17: Giving and Receiving Feedback, Questions:, 1) Answer the question in the “Questions” section as completely as, possible, in your own words., a) What kind of feedback do you give when you are happy with, someone’s performance at work? State examples., b) What kind of feedback do you give when you feel that someone needs, to work harder? State examples., c) How should someone respond to following feedback? Fill in the blanks, with the appropriate responses., o “You did a good job!”- _________________________., o “You need to improve your performance.”, _______________________________________________________, __________________., o “You have improved a lot.”, _______________________________________________________, _________________., o “You have done well.”, ______________________________________., o “You should try harder.”, _______________________________________., d) What are the different guidelines for giving feedback? Give examples, that describe each guideline., e) When is feedback more effective?, f) When is feedback most useful?, g) How will you know if your feedback has been understood clearly?, h) What are the guidelines for receiving feedback?, , Role Play, 1) Fill in the blanks with the appropriate feedback and responses, in order, to form a coherent conversation between “A” & “B”., a) I will work harder., 113

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b) Thank you for the feedback, Sir/Ma’am., c) I could see the amount of effort you’d put into your work, and, I really think you will be very successful if you keep up the, good work., d) You have to learn how to work in a team., e) Thank you so much for your feedback. I assure you, I will, continue to do well., 1. A: I have reviewed your performance, B: How did I do, Sir/Ma’am?, A: You do well alone but not when you are working in a team., ____________________________________________________________, ____________________________________________________________., B: Thank you for the feedback, Sir/Ma’am. I will work on it., 2. A: How do you find work at our office?, B: I like working here, Sir/Ma’am., A: I would like to give you a feedback. You have done very well till, now., B:__________________________________________________________, ____________________________________________________________., A: I went through your report this morning., B: Was it okay. I’d collected all the data I could get., A: I’d like to give you some feedback that may help you., B: What is it?, A: __________________________________________________________, ____________________________________________________________., B:__________________________________________________________, ____________________________________________________________., 3. A: I would like to give you a feedback., B: Okay, Sir., A: As a customer service representative, you need to be more, attentive to the customers., B: Thank you for the feedback, Sir/Ma’am.________________________, ____________________________________________________________., , Sentences:, 2) Convert the direct speech of the given sentences to reported speech by, filling in the blanks..,  Manager: “Sahil, your presentation was very good!”, _________________________________________________________, Sahil: “Thank you, Sir!”, 114

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, , Team Leader: “Trisha, you need to be more focused on your, work.”, ________________________________________________________., Trisha: “Yes, Sir. I will try harder.”, ________________________________________________________., ,  Manager: “You have to learn how to work in a team.”, _________________________________________________________., Sahil: “Yes, Ma’am. Actually this is the first time I am working, as a part of a team.”, _________________________________________________________.,  Manager: “How do you like working in this office?”, _________________________________________________________., Sahil: “Sir, I like the office very much as it provides, opportunities for moving ahead.”, _________________________________________________________.,  Team Leader: “Trisha, I am happy to see that you are, improving.”, _________________________________________________________., Sahil: “Thank you, Sir.”, , ***********************************************************************, , 115

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COMMUNICATION SKILLS, SESSSION 17: IMPORTANCE OF COMMUNICATION SKILLS, This section on communication skills has the following topics:,  Importance of communication skills.,  Effective listening skills.,  Non-verbal communication.,  Workplace communication.,  Interview skills, This section focuses on a few of the soft skills that you need as you move from, school to the workplace. Hence, you will find that the exercises and activities, are different from the previous section on English. Listen carefully to your, facilitator to make the most of this section., RELEVANT KNOWLEDGE, What Is Communication?, Communication is more than just talking; it requires understanding the, information that has been exchanged. If you cannot understand what has been, expressed, then the communication has not been not successful. For example,, you can explain to someone how to multiply a complicated equation, but if, they don’t understand your explanation, then your communication was not, successful., Many actions are involved with communication:, , , , , , , , , speaking clearly,, listening effectively,, asking questions,, understanding body language,, using a common language,, organizing information,, understanding (this is the most important aspect)., , We want the students to not only improve their language skills, but also, improve the way they speak with other people to ensure that the thoughts are, conveyed and understood correctly. This will be important when they move into, the working environment, and interact with and are exposed to different, people. They might meet people who don’t listen well or cannot communicate, effectively, causing misunderstandings., Misunderstandings can create many problems. Hence it is important for, students to improve their communication skills in order to avoid, misunderstandings and improve the likelihood of positive outcomes with, everything they do., 116

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Our understanding of communication is incomplete till we understand the flow:, Sender -> Message ->Receiver ->Feedback-> Sender, Communication is an ongoing process and does not end with receiver receiving, the message. Feedback is a very important component of this process., Message is not just what a person says, but also the meaning of that message., Meaning takes more than one form. That is, it can be the meaning(s) as, intended by the sender and the meaning(s) as interpreted by the receiver., Sometimes, the sender may have more than one meaning and/or the receiver, may understand more than one meaning., Feedback is the way the receiver lets the sender know she or he got a message, and the way the sender finds out if the receiver correctly understood the, message., WORKSHEET - EFFECTIVE COMMUNICATION, Answer the following questions in your own words based on your experiences, and learning from today’s session., 1. What do you think about the communication model?, , 2. Have you ever had difficulty sending a message? What happened? Why is, it sometimes difficult to say what we really mean?, , 3. Have you ever tried to communicate and been misunderstood? What, happened? What could you have done differently?, , 117

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4. What happens when communication breaks down between you and your, friends?, , Case Study- Communication is the savior, The following is a true story that took place on a small fishing island off the, coast of Sri Lanka at the time of the Tsunami. The son of one of the fishermen, was in Singapore, watching news about the earthquake that had just occurred, off the coast of Indonesia. Worried about the potential impact on his family of, giant waves that were reported to be spreading across the Indian Ocean, he, telephoned his sister in Nallavadu, who told him that water was already, beginning to seep into her home. He told her to leave immediately, and to urge, others to do so. The villagers broke into the telecommunications centre. Using, the public alert system set up for weather forecasts, they told the 500 families, in the village that they had to leave immediately. The result of the warning was, that although 150 houses and 200 boats were destroyed, not one of more than, 3,500 villagers lost their lives., , What does this story tell us? Discuss with your class fellows., , 118

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SESSSION 18: EFFECTIVE LISTENING SKILLS, RELEVANT KNOWLEDGE, What are Effective Listening Skills?, Expressing our wants, feelings, thoughts and opinions clearly and effectively is, only half of the communication process needed for interpersonal effectiveness., The other half is listening and understanding what the other person is, communicating to us. Effective communication exists between two people, when the receiver comprehends, interprets and understands the sender’s, message in the same way as the sender intended it. It has many advantages., By listening effectively, you will:,  Get more information from the people,  Increase others trust in you,  Reduce conflict,  Better understand how to motivate others,  Inspire a higher level of commitment in the people you manage, Effective listening is actively absorbing the information given to you by the, speaker, showing that you are listening and are interested in what he/she is, saying, and giving feedback to the speaker so that he/she knows that the, message was received. It makes the speaker feel special and paid attention to., Active Listening, Active listening is an intent to "listen for meaning", in which the listener checks, with the speaker to see that a statement has been correctly heard and, understood. The goal of active listening is to improve mutual understanding., When interacting, people often do not listen attentively to one another. They, may be distracted, thinking about other things, or thinking about what they are, going to say next. (The latter case is particularly true in conflict situations or, disagreements)., Active listening is a structured way of listening and responding to others. It, focuses attention on the speaker. Suspending one’s own frame of reference and, suspending judgment are important in order to fully attend to the speaker., Techniques:, , , , , Focus on the speaker., Watch for non-verbal cues. These may be more important than what, is said., Listen to how something is said. Inflection, intonation and strength of, the speaker’s voice may communicate more than words alone., 119

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, , , , , , , , , , , Eliminate distractions., Give encouraging non-verbal cues. Nodding and leaning toward the, speaker show interest., Encourage the speaker by using words such as, “Yes,” “I see,” and, “go on”., Ask questions to clarify what is said., Check your understanding by repeating or paraphrasing what you, think you heard., Respond when appropriate., Control emotional responses., Listen to the entire point without interrupting., Give the speaker time to think as well as talk., Summarize what was said., , Your facilitator will guide you through the session. Listen to him/her carefully, and follow all instructions., EXERCISE: CHECK YOUR LISTENING SKILLS, Name: __________________________________________________, Directions: Start in the United States and follow the directions to see where, you end up., 1. Write down: THE UNITED STATES OF AMERICA, 2. Take out all of the E’s., 3. Take out every fifth letter., 4. Change the F to an A., 5. Move the S’s to the front of the word., 6. Take out all of the T’s., 7. Take out the first vowel (A, E, I, O, U) and the last consonant (alphabets, other than the vowels)., 8. Move the fourth and fifth letter to the end of the word., 9. Replace the S’s with L’s., 10. Remove the sixth, seventh, and eighth letters., 11. Move the double L’s to be the third and fourth letters., 12. Where, did, you, end, up?, ____________________________________________, , 120

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SESSSION 19: NON-VERBAL COMMUNICATION, RELEVANT KNOWLEDGE, What is Non Verbal Communication?, Our Communication comes from three sources. These are listed below:, Words, 7%, Tone, 38%, Gestures, Body Language, 55%, Nonverbal communication is behavior, other than spoken or written, communication, that creates or represents a meaning. In other words, it, includes facial expressions, body movements, and gestures. Nonverbal, communication is talking without speaking a word. It is very effective, maybe, even more so than speech., Remember the saying, “Actions speak louder than words”., You may be surprised to know that it is not only humans who, respond to this form of communication. If you have a pet,, especially a dog, it may follow directions and respond to hand, and body movements more than your words. Dogs will even get, confused if you say “sit” but give the hand motion that you, usually use for “stay”., Next, we will focus on different kinds of nonverbal communication and its, usage. One form of nonverbal communication is called the “universal, gesture”. See if you can guess what it is by the time you finish this page!, There are two main types of nonverbal communication: Body Language and, Gestures., Body language: Body language is body movements that depend on a person’s, attitude or feelings. Body language includes the way people walk, how they, stand, and their facial features. In other words, any kind of meaning that is, shown by a person's body attitude or movements. For example, when a boy is, sad he may drop his head and walk slowly. Or, if a girl is happy, she might run, and jump or stand up straight and put her hands in the air. People don't have to, say anything to show how they feel about things. The color of people's skin may, even show how they feel. For example, if people with light colored skin get, embarrassed, their skin may turn red, or if they are worried, they might get, pale. Body language can be voluntary (on purpose) or involuntary (a person, can’t help it). An interesting fact is that blind children will smile when happy, even though they have never seen a smile., , 121

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Gestures: Gestures are communications like facial expressions, hand signals,, eye gazing, and body postures. Examples include smiles, handshakes, waving,, and raising certain fingers to say something. For instance, if you see a friend at, a noisy carnival, you might smile and wave at your friend. You might also point, at theFerris wheel if you wanted to meet your friend there. You could do all of, these things without saying a word. Another great example is in cricket the, umpire has different hand signals for showing if the batsman is out or if he has, hit four or six runs., There are three main uses of nonverbal communication. People, often use all of them every day., The first use is for greetings. Greetings include waves,, handshakes, hugs and salutes. For example, when you see your, friends in the morning on the way to school, you may wave to, them. A more formal greeting would be shaking hands with your boss at work., The salute is used in the armed forces when you see a person with a rank higher, than yours., The next use is for specific communication. For example, workers may use, signals at their jobs. One important use is in construction when a worker signals, to a crane operator to keep everyone safe. These signals are very specific and, tell the operator to move left, right, or raise and lower the hook. Another very, important use is sign language. This form of communication is used for people, who have hearing problems. They use hand signals and lip reading to, communicate very specific things., The third use is involuntary nonverbal communication. These, are movements and attitudes that show how people feel. Most, times, people don't even know they're communicating when they, make these actions, because these actions are automatic. For, example, a slumped posture may mean that the person is sad. A, stern look may show that the person is in a serious mood. When people rub, their eyes, it can show they are tired. All of these examples show how people, feel., Note: Expressions and gestures are not the same around the, world. Some gestures, like the “thumbs up,” which is a positive, gesture in the United States, may mean something very different, in other cultures. In Nigeria, the thumbs up gesture is a rude, insult! In Australia it is an obscene insult. Another funny example, is spinning your finger around your ear. This is known as the, “you’re crazy” sign in America and in some other nations. But in, Argentina, it means “you have a phone call!”, , 122

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Another gesture that can be taken completely differently depending upon, where you live is nodding the head. In most parts of the world, it is a positive, or “yes” gesture. In Bulgaria, and parts of Greece and the Middle East, it means, no., Other examples of involuntary communication are rubbing hands together to, show anticipation, tapping or drumming fingers when impatient, biting nails if, nervous, and putting a hand or finger to one's cheek if thinking deeply., Non verbal communication includes, Proxemics- how we use our personal, space, eye contact or gaze, facial expression, gesture, especially use of hands, and arms, dress, posture, paralanguage – sounds that we make e.g., uff,, hmmm, etc. Carefully study the handouts on nonverbal cues given in this, session., , 123

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NON VERBAL CUES, NO, ,  Facial expressions, , NO!, ,  Body language,  Eye contact,  Dress and physical appearance,  Gestures, , When our words send one, message and our nonverbal cues, send another message, people, almost always believe our, nonverbal cues., , Most People Express and Can Recognize, Six Basic Emotions, , Sadness, , Anger, , Happiness, , Surprise, , Disgust, , Fear, , 124

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WORKSHEET NON VERBAL CUES AT WORKPLACE, Answer the questions based on the scenario given:, #1, Damanjit was complaining about the work he had to do on the job. His, supervisor, Mr. Ritesh, looked at him crossed his arms and frowned., 1. What is the inappropriate behavior?, ____________________________________________________________________, 2. What are the non-verbal cues?, ____________________________________________________________________, 3. How should Damanjit correct the behavior, ____________________________________________________________________, #2, Julie is very friendly with Koel on the job. She always jokes with Koel and helps, Koel do her work. She doesn't really talk to anyone else. She never helps other, workers. When she does talk to other workers, like Suraj they often turn away, and ignore her., 1. What is the inappropriate behavior?, ____________________________________________________________________, 2. What are the cues?, ____________________________________________________________________, 3. How could he correct the behavior?, ____________________________________________________________________, #3, Jay is a great worker at Coffee Day. He's young and has an unhappy family life,, but he does a good job for you. He always has a frown on his face though. When, customers ask him for an extra napkin or coffee, he always gets it for them, but, he scowls and shrugs while he's doing it. So, the customers are left feeling like, they have been an inconvenience to him. He also walks around looking at the, floor with his shoulders slouched down. You would think he didn't like himself, very well., 1. What is the inappropriate behavior?, 125

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____________________________________________________________________, 2. What are the cues?, ____________________________________________________________________, 3. How could he correct the behavior?, ____________________________________________________________________, #4, Sohini works at a cyber cafe. She knocks into things and uses quick, jerky, motions. She often touches people while she talks to them and puts her hands, on their shoulders., What is the inappropriate behavior?, ____________________________________________________________________, What are the cues?, ____________________________________________________________________, How could she correct the behavior?, ____________________________________________________________________, , 126

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SESSSION 20: WORKPLACE COMMUNICATION, RELEVANT KNOWLEDGE, What is workplace communication?, In the workplace, the learners will meet a variety of communication styles., They may need to understand how language can mean different things to, different people. They need to know how to communicate directly and to, clarify expectations., Workplace Communication Skills, There are two types of communication; formal and informal. Informal, communication is between family and friends, but when it comes to formal, communication, there are some etiquette and rules that need to be followed., Here are some tips for effective communication in the workplace with your, subordinates, colleagues, as well as seniors., , , Be Clear and Transparent: You need to be very clear and transparent in, the way you communicate, especially at work. Avoid statements that, may be dubious or with a double meaning. Whatever you communicate,, be it any changes in the rules, regulations or policies, everything should, be explained properly and clearly with examples., , , , Be Well Prepared: Remember this is professional communication, so you, should always have a proper documentation of all the points to be, covered while communicating with your employees or colleagues., Include everything that you want to communicate, as missing out on, even a single important point might create a hassle later on., , , , Be Precise: You are here to communicate about organizational matters,, and so you need to honor the time of everyone involved directly or, indirectly. For this, you have to be precise. So do not drag the discussion, unnecessarily and come to the point directly., , , , Be Generic: Communicating on a professional level needs discussion on a, generic level. Pointing at anyone's mistakes or errors is undesirable, as, this might result in a conflict. Use the word 'We' for success as well as, failures, and try not to use the word 'You' unless there is a need for, mentioning something specifically., , , , Be Assertive: Communicate in an assertive manner. It should be such, that you, as well as the person in front of you should be benefited. Be, open and honest about what you say, while respecting the feelings of, others., , 127

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, , Do Not Assume: Never work with any assumptions, at least as far as, communication is concerned. For example, if there is a set of tasks that, need to be performed, make sure you specify all of them along with the, end result, and do not assume that everyone involved will know most of, the things needed to be done anyway., , , , Encourage Two-Way Communication: Always give the other party a, chance to speak. Ask questions and take the other person's opinion too,, once you have finished speaking. Such a two-way conversation forms the, basis of a healthy communication, and you also come to know about, people's thoughts about certain issues. Moreover, you never know who, might come up with a great idea and that too when least expected., , Effective non-verbal communication, A Mullah Nasruddin Story:, A renowned foreign scholar and his team members were passing through the, town where Mullah Nasruddin lived. The scholar was honored by the ministers, of that town. During this ceremony the foreign scholar said he wanted to have, an intellectual discussion with the knowledgeable person in the city., The ministers wanted to have some fun, so they immediately summoned their, Town Jester – the “wise fool” – Mullah Nasruddin. As the news spread, a large, crowd gathered to witness the “battle of wits”., The foreign scholar did not speak the local language and the rustic Nasruddin, could not understand or converse in the foreign scholar’s language. So, the two, wise men tried to communicate with each other non-verbally in sign-language,, while the audience looked on with fascination. The foreigner, using a stick,, drew a large circle on the sand. Mullah Nasruddin took the stick and divided the, circle into two. Then the foreigner drew a line perpendicular to the one, Nasruddin had drawn and the circle was now split into four quarters., He motioned to indicate first the three quarters of the circle and then pointed, to the remaining quarter. In response to this Mullah Nasruddin made a swirling, motion with the stick on the four quarters. Then the foreigner made a bowl, shape with his two hands side by side, palms up, and wiggled his fingers., Nasruddin responded by cupping his hands palms down and wiggling his fingers., The foreign scholar then bowed his head in deference before Mullah Nasruddin., Mullah Nasruddin smiled at the foreign scholar and then he walked away., Later the renowned foreign scholar explained the intellectual encounter to the, city council. “Mullah Nasruddin is truly a very learned man,” the foreign scholar, said, “I told him that the earth was round and he told me that there was the, equator in the middle of the earth. I told him that the three quarters of the, 128

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earth was water and one quarter of it was land and he said that there were, undercurrents and winds. I told him that the waters warm up, vaporize and, move towards the sky, and in reply to that, he said that they cool off and come, down as rain.”, Later, when he reached home, his wife was curious, so Mullah Nasruddin, explained his version of intellectual encounter: “This stranger has real good, taste. He said that he wished there was a large round tray of halwa (milk cake)., I said that he could only have half of it. He said that the syrup should be made, with three parts sugar and one part honey., I agreed and said that they all had to mix well and blend properly. Next he, suggested that we should cook it on blazing fire. To this I suggested that we, should pour crushed nuts on top of the halwa.” “It was a very rewarding, discussion,” said Nasruddin with a glow of self satisfaction, “and I am so proud, that I taught the foreign scholar the best recipe for halwa for which he will be, grateful to me forever.”, SATURDAY SHIFT- DIALOGUES, , Mr. Ramakrishna- It looks like we are going to have to keep the production, line running on Saturday., Mr. Banerjee – I see, Mr. Ramakrishna – Can you come in on Saturday?, Mr. Banerjee - I think so., Mr. Ramakrishna –That will be a great help., Mr. Banerjee – Yes, Saturday is a great day for me, did you know that., Mr. Ramakrishna - How do you mean?, Mr. Banerjee – It is my son’s birthday., Mr. Ramakrishna – How nice. I hope you all enjoy it., Mr. Banerjee - Thank you very much for your understanding., WORKPLACE SCENARIOS, Read the scenarios given below and discuss the questions that follow with your, class:, 1. Chetna works as a customer relation officer at a famous beauty clinic. She's, rude and doesn't look at people when she talks to them. When she seats, them, she tosses the menus on the table and walks off as though she is in a, hurry and angry. She does not make the people feel welcome., a). What is the inappropriate behavior?, ____________________________________________________________________, ____________________________________________________________________, b). What are the cues?, 129

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____________________________________________________________________, ____________________________________________________________________, c). How could the behavior be corrected?, ____________________________________________________________________, ____________________________________________________________________, 2. Chetan works as IT support officer in a college. He usually slumps and holds, his head down. He often shrugs and frowns when someone speaks to him., a). What is the inappropriate behavior?, ____________________________________________________________________, ____________________________________________________________________, b). What are the cues?, ____________________________________________________________________, ____________________________________________________________________, c). How could he correct the behavior?, ____________________________________________________________________, ____________________________________________________________________, , 130

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SESSSION 21: INTERVIEW SKILLS, RELEVANT KNOWLEDGE, What are Interview Skills?, Prepare for your interview., When you get selected for an interview you need to ask yourself - what was, there in your CV or application form which interested the employer? Those, being interviewed probably have similar skills and achievements, so you need to, show that you are the right and the best match. To prepare yourself, check the, company website, read the company literature (if any) and find out as much as, you can about the organization., Remind yourself about the contents of your application form/CV., A valuable tool you need to prepare is a statement about yourself so you can, answer the key question which is often asked – ‘Why are you applying for this, job?’ So practice talking about your own self by preparing a ‘Career, Statement’. Can you list two or three things you are good at? Can you list two, or three skills and combine them all into a sentence or two?, Make sure you know exactly where the interview is taking place. The building, may have several floors so you need to allow time to get to the right floor. Plan, your route – how long will it take to get there? You need to allow time for, problems with transport, parking, bad weather etc., Do you know who will be interviewing you? This is not essential but it may give, you some idea about their focus., Dress for success, You also need to prepare in advance, what you are going to wear. What you, wear does not have to be new, but it does have to be clean and neat. Dress, smartly in an outfit which is comfortable to wear and fits well. It is probably, preferable to wear a suit of a dark, plain color and men could wear a tie., Women can wear a skirt or smart trousers with a coordinating jacket or a, traditional saree/salwarkameez. Your shoes should be comfortable and clean., Your hair should be neat and remember to keep jewellery to a minimum. Your, visual appearance is very important and you want to make the right impression., Looking good will also boost your confidence., Typical interview questions, Prepare yourself for answering some questions that are typically asked in every, interview. You could use some concepts you have learnt in your Level 1 text, , 131

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book while preparing your answers. Most importantly, remember to be natural, while giving your answers., , , , , , , , , , Tell me about yourself, Why have you applied for this job and applied to this company?, What evidence can you offer that demonstrates you have the skills we, are seeking?, Can you give me an example of a problem you have solved?, Why did you choose your particular degree?, What are your strengths and weaknesses?, Where do you see yourself in five years’ time?, What do you do in your leisure time?, INFO SHEET (1)- Interview Techniques, “This could be the most important 20 minutes of your life”, , Interviews give you the, chance to tell someone, about yourself – your, strengths,, yourachievements and, your personal qualities, , Most, people, are, nervous about selection, interviews for jobs and, courses. One way to, reduce anxiety and, perform, better, at, interviews is to get, some practice., , This lesson provides an, opportunity to do that., You will get the chance, to be in the role of an, interviewer and be able, to observe someone, else as well as being the, interviewee, , This should help you to, do better next time, when it may really be, “the most important 20, minutes of your life!!”., , 132

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INFO SHEET (2) – Interview Techniques, , JOB SPECIFICATION, , The company requires an enthusiastic youth who can, work as a Customer Care Executive with a leading Gym, in Delhi., The person must be able to work as part of a team, be, a good communicator, and be prepared to work flexible, hours, be smart in appearance, have a keen interest in, physical fitness and be committed to our training, program., Qualification- Passed Class 12 (desirable but not, compulsory), , *INTERVIEWER is the manager of the gym, , 133

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INFO SHEET (3) – INTERVIEW TECHNIQUES, , Interviewee’s, Checklist, , PREPARATION, , Decide what to wear, be clean and tidy., Plan the journey including how long the journey will take., Find out about the company., Prepare some questions., Prepare some answers, , , , , , , , THE INTERVIEW, , , , , , , , , , , , , , Arrive 10 minutes early., Be friendly and cheerful to the secretary or receptionist who, greets you., Look neat and clean., Be prepared to shake hands., Don’t sit until you are offered a chair., Try to relax and listen to the questions carefully., Look at the person asking the question., Think before you answer., Speak clearly and in a strong voice., Show interest and enthusiasm., Be honest., , 134

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INFO SHEET (4) – INTERVIEW TECHNIQUES, Interviewee’s, Checklist, Continued, , QUESTIONS YOU MAY BE ASKED, Tell me about yourself., Why do you want the job?, What makes you think you would be good at the job?, What do you do in your spare time?, What qualities do you think you have to offer?, How did you like school?, What are your strengths and weaknesses?, , , , , , , , , , , QUESTIONS WHICH YOU MAY ASK, , , , , , , , , During the interview the details of the job will probably be explained to, you, but there may be gaps and you may wish to ask your own questions., Wait until the end of the interview to ask questions and don’t ask too, many., What are the normal hours of work?, What training will I get?, Are there any opportunities for promotion?, Who will I be working with?, Who will I be directly responsible to?, , WHAT WILL THE EMPLOYER NEED TO KNOW?, , , , , , , , What qualifications you have to offer., What experience you have including work experience., The standard of your health., Whether you are keen, interested and willing to work., Whether you have the skills, abilities and personal qualities for the job., Whether you have found out about the company beforehand., 135

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INFO SHEET (5) – INTERVIEW TECHNIQUES, Interviewer’s, Checklist, , WHAT ARE THE CRITERIA THE INTERVIEWER WOULD USE IN THE SELECTION, PROCESS?, , , , , , , , , , , , Qualifications., Work experience., Health., Home circumstances (e.g. distance from home to work)., Skills/abilities., Personality., Interest and willingness to work., Knowledge of the company., Questions the candidate asks., , WHAT WOULD YOU TELL THE INTERVIEWEE?, , , , , , , , What they would be expected to do, who they would be responsible, to., Wages, hours, holidays, lunch arrangements., Training offered., Future prospects., Values of the organization, , 136

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ACTIVITY SHEET (1) – Interview Technique, Interviewee, , Good points, , How is the interviewee sitting?, What impression does this give?, Is the interviewee prepared?, Is the interviewee looking at, the interviewer?, Are the answers clear?, What impression does the, interviewee give? Confident,, Nervous, Does the interviewee show, interest and enthusiasm?, Are the questions, easy/difficult?, Were they relevant?, Did the interviewee ask, questions?, Other comments:, , 137, , Bad points

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ACTIVITY SHEET (2) – Interview Techniques, , Having taken part as an observer, interviewer and interviewee in today’s session,, , 1, , list the skills, personal qualities or previous experiences you have which would be, of value to a potential employer., , List any concerns you may have about your management of any interview situation., , 2, , Having watched or taken part in mock interviews, list the common weaknesses in an, , 3, , interviewee’s performance, , How could these be overcome?, , 4, , 5, , List 8 key factors important to an employer in interviewing a potential employee., , 1., 2., 3., 4., 5., 6., 7., 8., , 138