18. Ending a call in english. English applied to call center.
1. Unit 4
Ending A Call
Technical English Applied to Call Center
B.A: Oscar Segovia
2. To carry out customer service, sales, and technical support
processes in English to solve problems related to a contracted
service or product obtained by applying the guarantee
regulations and rules established by the supplier company in a
strategic way.
Course Competency
3. Learning outcomes:
Students will…
Understand the importance of
knowing how to end a call.
Describe the four-step process that
a call center agent should follow to
end a call.
Practice the process to end a call
based on a script written in pairs.
Provide phrases and technical
terminology used to end a call
through a discussion.
5. Ending the call is just as important as the
initial caller greeting as this is your last
opportunity to make sure the caller is
completely satisfied with the service they
received and that they hang up with a
positive impression of your company.
8. It's important to thank the caller for calling
and provide a brief summary of the
outcome of the conversation. Here are
some tips on how to end the call
professionally.
How to end a call professionally
9. .
How to end a call
tips
Number one:
Thank the caller for calling and
summarize what you did for the
customer.
Number four:
Say Goodbye but always Let
the caller hang up first.
Number two:
Let the caller know you
appreciate their business.
Number three:
Offer to help in the future
by letting the customer
know how to contact you or
your company.
10. .
How to end a call
examples
Number one:
Example: “Thank-you for
calling. Your order for
overnight delivery has been
placed and you can expect it
to be delivered within the
next 24 hours.”
Number four:
Example: “Goodbye Mr.
Rogers. Thank-you for
calling.”
Number two:
Example: “Thank-you for
calling. We very much
appreciate your order and it has
been a pleasure doing business
with you.”
Number three:
Example: If you find you
need additional
assistance, please call
us back at 800-333-
1212.
11. .
Four-step
process to end a call
Generally, the best way to end a phone call is a four-step
process, as provided by Dee Chapman, a Programme Support
Manager:
STEP 1 – Briefly summarise what has been accomplished on
the call.
STEP 2 – Let the customer know what happens next (and
include a timescale – so they can go about planning their
busy lives).
STEP 3 – Ask the customer if there is anything else that they
can be helped with.
STEP 4 – Finish with a courteous call-closing statement.
12. More Call-ending
statement tips
It is important to consider that this final
statement must suit the situation in which the
call went through so...
o Offer reassurance.
o Use shortened terms to sound more human,
less robotic, script led.
o Personalize calls by repeating the
customer’s name, but do not forget to
address the customer in the appropriate
manner.
13. More Call-ending
statement tips
o Use personal pronouns to improve rapport.
o Show empathy by taking ownership of any
mistake the customer might have felt the
company made.
o Try and commend or praise the customer. But pay
attention to the real feeling of the call.
o Don’t just stick to just one statement! There
might be many examples, but don’t stick to one.
14. • Thanks for calling and if you have additional
questions, please call us.
• Thanks for calling [COMPANY NAME]. Have a good
day.
• Goodbye, Mr/Mrs [INSERT CUSTOMER NAME], thank
you for calling.
• “You’ve been speaking with [INSERT ADVISOR NAME]
today. Thank you for contacting [INSERT COMPANY
NAME]! Have a great day.”
• “Apologies once again for any inconvenience
caused. Thank you for your call.”
The Most Popular
Call-Ending
Statements
15. Listening practice: Ending the call (1)
There are different types of
calls. Listen to the end of
some calls. What happens?
Choose the correct answer.
1. The caller dialled
a. the wrong extension.
b. the operator.
c. the wrong number.
5. The caller
a. gave a wake-up call.
b. made a sales call.
c. made a social call.
2. The caller arranged
a. a meeting.
b. to meet a colleague next week.
c. to meet a friend after work.
6. The caller
a. complained about a product.
b. enquired about a product.
c. apologized for a product.
3. The caller left a message on
a. a client’s voicemail.
b. a supplier’s voicemail.
c. a friend’s voicemail.
7. The caller
a. had a bad line.
b. had an argument.
c. called a wrong number.
4. The caller
a. checked flight information.
b. booked a restaurant.
c. reserved train tickets.
16. Listening practice: Ending the call (2)
Listen again and complete
these phrases for ending
the call.
1 ____________________ bye.
2 Must ____________________. Got another meeting!
3 ____________________ at seven.
4 Thanks for ____________________.
5 ____________________ to hearing from you.
6 Thanks very ____________________.
7 Is there ____________________ ____________________ I can help
today?
8 Thanks for your ____________________.
9 Thanks for your ____________________.
10 It’s been ____________________ talking to you
11 ____________________ can I expect to hear from you?
12 Speak to you ____________________ in a minute.
17. Writing practice
Use the four-step process
and some of the phrases
presented to build-up a
sample ending for one of the
following situations:
• a successful sale.
• an extremely angry
customer.
• a tech support call that
didn’t end well.
18. References
• Hughes, J. (n.d.). Telephone English.
MacMillan Education.
• OfficeSkills.org. (2020). Ending the call.
Retrieved from OfficeSkills.org:
https://officeskills.org/ending-the-
call.html
• Call Centre Helper. (2020). The Best Call-
Closing Statements. Retrieved from Call Centre
Helper:
https://www.callcentrehelper.com/best-call-
closing-ending-statements-123412.htm
19. Activity of the Week
Title
How to End a Call
Type of activity
Discussion
Course Competences
Utilize ideas and opinions spontaneously and fluently for verbally
purposes through grammar comprehension and advanced vocabulary
English language as well as its use, working individually and
Instructions
After reading the content developed in this class, you will practice
ending a call. This is an individual activity. Go to the discussion where
about the process and closure statements you can use for
you have submitted your own thoughts, you can select two
response to the questions. To socialize this task go to Unit 3 -
(Discussion).
Due Date
The participation deadline will be Sunday, December 6th, at 11:55
Assessment Instrument
Checklist (see evaluation specifications).
Grade Consideration
10.0 points (Summative - 10% of Lab 2, C3)
20. Additional Resources
Type Title Reference
Video Breaking Down the Call Flow Episode 6 An explanation and examples on
close/end a call.
Video How to Handle A Dead-End Call | 5 Tips Share tips to handle a "dead end"
those types of calls that don't
an ending.
