8│How to Acknowledge Customers

8 │How to Acknowledge Customers
│Learn English for Call Centers and Customer Service
Level: Pre-Intermediate / Intermediate
In this episode, we'll describe what is to acknowledge customers and provide you some role play examples. We'll also teach you how to use the phrase "on top of" to acknowledge your customers.
Vocabulary: On Top Of (something/someone)
Soft Skills: How to Acknowledge Customers
│Customer Service Tips
2 Takeaways from this clip:
1️⃣ Paraphrase: the customer's concern expressed in different words; conserving the same idea.
2️⃣ Restate: the customer's concern expressed with his/her same exact words; conserving the same idea.
Customer's concern: "The past couple of times that I ordered we have had problems with our orders breaking open before they get to us and this time it's the same thing. Two out of the six packages were not air tight sealed and I was going to throw them away. It's not that much money but I do want to let you guys know about it. It's happened a couple of times before. A lot of our stuff usually breaks or bursts open, but maybe you guys should include more packing or extra bubble-wrap or something."
Paraphrase: "Mr. Customer, thank you for bringing to my attention your concern with the way in which the orders have been delivered."
Restate: "Mr. Customer, I understand that you have received 2 out of 6 packages that were not air tight sealed. I also understand that you have had problems with the same situation."
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