1. Words
   1. Customer Service
      1. Agent
         1. Agente
      2. Representative
         1. Representante
   2. Document
      1. Among
         1. Entre
            1. Personas
            2. Cosas
      2. People
         1. Personas
      3. Come back
         1. Regresar
      4. Begger
         1. Mendigo
      5. Unbelievable
         1. Increible
      6. Training
         1. Entrenamiento
      7. Pivotal
         1. Esencial
      8. Utmost
         1. Muy importante
      9. Thrived
         1. Prosperó
         2. Tuvo éxito
      10. Neglected
          1. Negarse
      11. Willingness
          1. Disposición
      12. Furthermore
          1. Además
      13. Enhance
          1. Mejorar
      14. Invested
          1. Mejorar
      15. Streamline
          1. Optimizar
          2. Simplificar
      16. Strived
          1. Se esforzó
          2. Luchó
      17. Exceed
          1. Superar
      18. Fostering
          1. Estimular
          2. Fomentar
      19. Endured
          1. Perdurado
2. Levels of Customer Service
   1. Criminal service
      1. The customer never wants to come back again
   2. Basic service
      1. The customer is not dissapointed enough to complain
   3. Expected service
      1. The customer might come back
   4. Desired service
      1. The customer will come back but will change if he can
   5. Surpising service
      1. The customer will remember this place
   6. Unbelieavable service
      1. The customer will tell everyone positive thigns about it
3. Principles of Customer Service
   1. Support customer as a team
      1. When every employee, no matter their title, is responsible for customer success, it's easier to consistently deliver a great experience
   2. Listen to customers (and share their feedback)
      1. Mirroring what a customer shares
         1. You help them feel heard while reinforcing that their perspective is important to you
         2. This ensures that your team fully understands your customer's concerns
   3. Build customer relationships (even with AI)
      1. Both self-service and live agent support helps to build relationships with your business, as customers get service the way they want it
   4. Be honest about what you don't know
      1. If your agents aren't sure how to solve a problem, let them know it's okay for them to tell the customer they'll find the right answer and follow up
   5. Practice empathy (Hint: Generative AI can help)
      1. Customers expect you to understand their unique needs and expectations, so it's important to include empathy and compassion in your tollkit
   6. Know your product
      1. The more your customer support team knows about your product, the better they'll be at helping customers solve issues
   7. Remember - every seconds counts
      1. Give your team the tools they need to support customers as efficiently as possible and solve each problem completely - the first time
4. Modal of lost opportunity
   1. They describe situation when we are imagining that the past was different
   2. Rules
      1. Should have
         1. Recommending a different action in the past
      2. Would have
         1. Imagine definite results if the past were different
      3. Could have
         1. Imagining a possible past action
   3. Examples
      1. John lost his job because he was always late
      2. He should have bought an alarm clock
      3. He could have been more responsible
      4. I would have spoken to my boss to make a commitment of arriving early everyday
      5. Exercise in class
         1. I should have checked my work before submitting it to avoid mistakes
         2. I would have bought that book if I had known it was on sale
         3. I could have learned to play the guitar when I was younger, but I didn't take the opportunity
         4. If she had studied, she would have passed the exam
         5. I could have studied Agricultural Engineering instead of Business Administration
         6. I should have paid attention in English
         7. I could have studied another career, but I must finish first the English course
            1. Or
            2. I could have studied another career, but I must have finished the English course first
         8. If I hadn’t responded badly to my friend, he wouldn’t have felt bad
         9. I would have driven in my city if I had learned with my father
         10. I should have focused more on playing the piano, today I would be more talented
         11. I would have finished my relationship sooner, so I wouldn't have wasted so much time
         12. I should have practiced more exercise when my husband lived in Colombia because I gain up weight
         13. I should have come to class earlier
5. Practice
   1. First
      1. You would have done better if you had studied
      2. I'm so sleepy, I shouldn't have woken up too early
      3. You should have told her the truth that away she wouldn't be angry
      4. They wouldn't have drunk beer if they had known they were going to have an accident
      5. We shouldn't have bought this one because we don't have space to put it
      6. I should have been honest with her and our relationship would be better
      7. You should have gifted me something, don't be stingy
      8. I would have prefered that my pet died naturally and not by a violent person
      9. Would have you decided a gentleman or a handsome man?
      10. Should have I worn that dress or would I have looked bad?
      11. Cuando se acompaña de un verbo, termina en -ia (wouldn't be - no estaría)
   2. Second
      1. A: I can't remember that lecture at all
      2. B: You should have taken notes
      3. A: He climbed up onto the roof
      4. B: That was dangerous. He could have fallen
      5. A: The film was very scary
      6. B: I hate scary movies! I certainly wouldn't have enjoyed it, then
      7. A: I clicked on the email attachment and my computer crashed
      8. B: You shouldn't have opened the attachment
      9. A: Was your car badly damaged?
      10. B: It could have been worse. I just need to replace one of the doors
      11. A: Why didn't you build an extra room?
      12. B: It would have cost too much
   3. Third
      1. They bought lottery tickets,
         1. they shouldn't have wasted their money
      2. She keep her food on the fridge too long
         1. She should have cooked something with it
      3. She spilled coffee in her computer
         1. She should have been more carefull with her drink
      4. He bought a leather jacket for 600 dollars
         1. He shouldn't have spent so much money
      5. The students were late for the class
         1. They should have been there on time for the quiz
      6. My friends told me about my surprise party
         1. They shouldn't have told me
6. Activity of team
   1. Would you have hired a new cook?
      1. No, I wouldn’t have hired a new cook because I would have given him a new opportunity
   2. What could the GM have done differently?
      1. GM could have taken a more comprehensive approach
   3. What would you have done to improve customer perception and to get positive reviews?
      1. I would have implemented a transparent communication strategy, informing customers about how to improve service
   4. Should Shakers have worried about customers’ reviews on social media?
      1. Yes, Shakers should have worried about customer reviews because that affects the customers' perception
   5. As the owner of the restaurant, how would you have reacted to this situation?
      1. I would have reacted calmly to be able to find the best solution
7. Various
   1. Third conditional
      1. Este tipo de condicional se utiliza para pensar en situaciones del pasado que no ocurrieron e imaginarnos qué resultados hubiesen tenido
      2. Examples
         1. If you had put yeast, the cake would have risen
         2. If I had asked you, would you have helped me?
      3. Structure
         1. Notes
            1. Recordemos que para hacer el participio debemos tener en cuenta si el verbo es regular (se formará añadiendo la partícula -ed al final del verbo) o irregular (3ª columna de la lista de verbos irregulares)
            2. A veces, en vez de would se utilizan otros verbos modales como could, might
            3. Would
            4. If I had remembered it was your birthday, I would have bought you a present
            5. Could
            6. If I had saved money, I could have gone on holiday
            7. Might
            8. If we had had time, we might have gone to te beach
8. Key vocabulary
   1. Customer service
      1. Servicio al cliente
   2. Main idea
      1. Idea principal
   3. Regardless of
      1. Independientemente de
   4. Dissapointing
      1. Decepcionante
   5. Point of frustration
      1. Punto de frustración
   6. Mind blowing
      1. Asombroso
   7. Point of view
      1. Punto de vista
   8. To slide downward
      1. Deslizarse hacia abajo
   9. Key focus
      1. Enfoque clave
   10. To take something into account
       1. Tomar algo en cuenta
   11. Keep in mind
       1. Tener presente
   12. To bother someone
       1. Molestar a alguien
   13. Amazing
       1. Increible
   14. To sound friendly
       1. Sonar amigable
   15. To put someone on hold
       1. Poner a alguien en espera
   16. To get dumped
       1. Ser abandonado
   17. A hold queue
       1. Una cola de espera
   18. To monogram
       1. Tomar nota de una llamada
   19. To leave a message
       1. Dejar un mensaje
   20. To skyrocket
       1. Dispararse
   21. To engage in a dialogue
       1. Entablar un dialogo