Worksheet for teaching "Easy to Understand" for the BPO

Easy to Understand 1: Clarity & Conciseness 1.1

Listen to the call and evaluate using the form below. Write Y for Yes and N

for No.

Evaluation

Observation

Concise Explanation is not wordy Direct Directly answers member’s query. Conversational Explains process in a conversational manner

UNIT GOALS At the end of this unit, you will be able to: • Respond clearly, concisely, and directly. • Explain process in a conversational manner

Clear Speaks clearly (pronunciation, tone of voice, volume, rate of speech, fillers)

1.2 1.3

Work with your group and discuss your answers.

Listen as your trainer discusses how you can make your responses easy to understand. You may use the space below to take down notes.

1.4

Imagine you are the customer asking for information. Complete the following then take turns asking and answering. Make sure to respond clearly, directly, and concisely. 1. How do you

………………………………………………………………………………? 2. What is the best way to ……………………………………………………………………………? 3. How do I go about ………………………………………………………………………………..? 4. What is the first step in ……………………………………………………………………………..…? 5. How could I ……………………………………………………………………………….?

1. Why wouldn’t anyone email me that they can’t fix my problem? Why do I have to the follow up? 1.52. do Explain eBay process in a conversational manner. Your trainer will give Why am I receiving an error message that I can’t list a new item? you feedback. 3. Why is my listing removed? 4. Why is my account suspended? 5. How can I improve my seller performance if I am unable to list my items? 6. What can I do to make an appeal? 7. Why can’t I pay for my new item? 8. Why can’t you resolve this feedback when I followed everything you told me to do? 9. Why can’t sellers leave negative feedbacks to buyers? 10.Why do I have selling limits? I have an above standard performance? 11.The buyer did not pay the item, but why is it that you charged me fees? Can you credit it on my account? 12.Why did you ask me to pay for my bills if you wouldn't reinstate my account? 13.Why is it that my PayPal account is suspended and my eBay account is suspended as well? I haven't done anything wrong in my eBay account. 14.My buyer declined the Cancellation Transaction Request, so am I still obliged to sell the item? 15.Why can't you remove opened cases (from seller dashboard) when they have been resolved? 16.The previous agent told me there was something wrong with my PayPal, so I called PayPal. Now, everything is fine. Why can't you raise my selling limit when I did what the other representative told me? 17.Why am I unable to list my knife on eBay? 18.How can I be qualified for a selling limit raise/ increase? 19.So what would happen if I relist this item which you removed because of your

1.6 Select an issue then role play a conversation with a partner. Take turns evaluating each other using the form below. Evaluation

Observation

Concise Explanation is not wordy Direct Directly answers member’s query. Conversational Explains process in a conversational manner Clear Speaks clearly (pronunciation, tone of voice, volume, rate of speech, fillers)

1.7

What do you plan to do after training? Write your commitments below:

My Commitment  ________________________________  ________________________________  ________________________________  ________________________________  ________________________________

[Audio Transcript]

‘Easy to Understand’

How can I help you today? I think it’s quite simple. You could on my account and you’ll see a case has been opened for me not paying something Okay let me go ahead and check this. It’s a vintage class aurora. I’ll quickly explain it to you. I bid on an item and after I bid on it, my computer was hit by a Trojan virus. What it did is It completely wiped out everything and corrupted it. That was before the double bank holiday. You know the royal wedding. It’s very hard for me to find someone to sit through it. So I contacted my partner and I said, “Could I pay you through check?”. He said, “that would be fine”. So I sent him a check, but I had heard nothing from him. He then asked me if I had sent the check, and I said “I had. If you haven’t’ received the check, and money’s been stolen, I could stop it.” He never responded to me again. Now the problem is my computer still has a virus.If you noticed, I made him well aware of it. I can’t use Paypal. He’s well informed it. The only way I could pay him is by check or I have to have internet access at my local line office. And then he sent me a case saying, the line is now shut till Monday.So what he’s done is, he’s completely secluded me. I’m afraid I’ll get a black mark under my name, and he has not communicated with me. So I want to know. I’ve asked him today, I don’t know if he’d respond, but I’d ask him maybe if he could retract this case and relist it. If he relists it, then it would save the problem. To be perfectly honest, and this is honest, the bank says there’s something strange about the check activity. I have no guarantee that if I Send him money, and if something happens, I’d have any help from him, with him being a difficult person. And certainly don’t want to get to feedback issues he’s talking about. I’m always afraid of leaving negative feedback in case of retribution because I’m a disabled concern, that’s why I am fond of using eBay. I am concerned now, I am frightened to divulge this person my name and address, because he’s behaving in a strange manner when I’ve been honest with him all the time. I see not a problem. Actually I’m looking here that the case is still open. You don’t need to worry, once the case has been closed I can help you not to have the unpaid item strike in your account . However, we need to wait for the case to be closed. Or if we can communicate with the seller, it’s better. So that umm.. He’s saying now that he’s charging me for the item and the fees. I don’t know if it’s true or not. Okay. Regarding with this, you don’t need to worry because We’ll forward this to the right department Right now, I’m looking here as well that the case is still open. We have to wait that the case should be closed and it will be recorded in your account. Alright? Is he allowed to retract the case and relist it? Or will he, as he says, will he have to charge me for that? No , actually , if the case is closed you’ll be charged for the unpaid item. If you. Like I said, once the case has been closed. You will not be charged, Call us again, once the case is closed, ummm you can call us again, in this hotline, so we can close the unpaid item strike in your account. I noticed, as a normal person, I didn’t take copy of front and back of the check. Is that something that I have to provide? Yes, if you’re sending a document you have a black and white copy just in case…. Bank was saying it’s not a normal thing to do. How do I prove that I sent him the check? Actually ummm..You can…How did you send the check by the way? From post. It’s just a small amount of money, he seemed mad for all this.

Uh huh….(dead air) I totally understand that. Not a problem, Right now cause the case is still open. As I said, once the case is closed. We can remove this. I feel nervous about dealing with him now, that probably sounds strange to you. Once you get a fear, you just can’t… You see what I’m saying. Yes. I understand your point here. Not a problem, as I said, you monitor the case, once it’s closed, call us again. But I’ll still be charged for the necklace and the post will I? No, you will not be charged if you’re going to remove it. You’re so helpful Megan. Not a problem.