{"content":[{"content":{"params":{"text":"

Workplace Communication Skills: Listening, Vocabulary, Writing, and Speaking.<\/strong><\/span><\/p>\n"},"library":"H5P.AdvancedText 1.1","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"6367e72f-a4c3-44b7-ad13-5944b29d8826"},"useSeparator":"disabled"},{"content":{"params":{"text":"

Purpose<\/strong>: This activity focuses on listening comprehension, vocabulary acquisition, written communication, and spoken interaction. These skills are essential for workplace situations such as responding to customer inquiries, collaborating with colleagues, and composing professional emails.<\/p>\n\n

Instructions<\/strong>: Complete each component in sequence. Use the feedback provided to improve your understanding and skills.<\/p>\n"},"library":"H5P.AdvancedText 1.1","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"aec9336b-03e0-476f-8cce-301796bf025d"},"useSeparator":"auto"},{"content":{"params":{"mode":"normal","dialogs":[{"text":"

Clarify<\/strong><\/p>\n\n

\"Can you please clarify your order details for me?\"<\/strong><\/p>\n","answer":"

To make something easier to understand. In customer service, if a customer is confused, you might need to repeat information by explaining it in a simpler way or giving more details.<\/p>\n","tips":{},"image":{"path":"images\/image-67fad3ef3dad3.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":1600,"height":960},"audio":[{"path":"audios\/audio-67faf0055a0fc.wav","mime":"audio\/x-wav","copyright":{"license":"U"}}]},{"text":"

Empathy<\/strong><\/p>\n\n

\"Showing empathy helps us understand how customers feel.\"<\/strong><\/p>\n","answer":"

Understanding how a customer feels. It means trying to see things from their point of view and showing that you care and have a shared concern about their situation. For example, if a customer is frustrated, you can say something like, \"I understand how you must be feeling.\"<\/p>\n","tips":{},"audio":[{"path":"audios\/audio-67fadc3185a9c.wav","mime":"audio\/x-wav","copyright":{"license":"U"}}],"image":{"path":"images\/image-67fadce1eec30.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":275,"height":183}},{"text":"

Deadline<\/strong><\/p>\n\n

\"The deadline to resolve this problem is Friday.\"<\/strong><\/p>\n","answer":"

The latest time or date you need to finish a task or action. For example, in customer service, you might have to reply to a customer's email or solve their problem by a specific time or date in order to help them.<\/p>\n","tips":{},"image":{"path":"images\/image-67fade9f0b50f.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":600,"height":400},"audio":[{"path":"audios\/audio-67fadeac6611f.wav","mime":"audio\/x-wav","copyright":{"license":"U"}}]},{"text":"

Clear communication<\/strong><\/p>\n\n

\"Clear communication ensures customers understand our policies.\"<\/strong><\/p>\n","answer":"

Talking or writing in a way that is easy for customers to understand. This means using simple words, speaking slowly and clearly, and making sure your message is not confusing. It helps customers get the information they need without any problems.<\/p>\n","tips":{},"image":{"path":"images\/image-67fadfb2707f2.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":325,"height":155},"audio":[{"path":"audios\/audio-67fadfb9e0253.wav","mime":"audio\/x-wav","copyright":{"license":"U"}}]},{"text":"

Knowledge of Products - Product Knowledge<\/strong><\/p>\n\n

\"We need strong product knowledge to explain all the features.\"<\/strong><\/p>\n","answer":"

Knowing what your company sells, what the products or services are, how they work, and what problems they solve for customers. It can help you answer customer questions.<\/p>\n","tips":{},"image":{"path":"images\/image-67fae2c1e0c74.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":300,"height":168},"audio":[{"path":"audios\/audio-67fae2cae8c46.wav","mime":"audio\/x-wav","copyright":{"license":"U"}}]},{"text":"

Read Between the Lines<\/strong><\/p>\n\n

\"Sometimes we need to read between the lines to understand a customer's real frustration.\"<\/strong><\/p>\n","answer":"

To understand what someone really means, even if they don't say it directly. It's about looking for hidden clues in their words and how they say them.<\/p>\n","tips":{},"image":{"path":"images\/image-67fae3c58f1bc.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":318,"height":159},"audio":[{"path":"audios\/audio-67fae3ce0eca6.wav","mime":"audio\/x-wav","copyright":{"license":"U"}}]},{"text":"

Patience<\/strong><\/p>\n\n

\"Patience is important when helping customers who are upset.\"<\/strong><\/p>\n","answer":"

Staying calm and positive when dealing with customers, even if they are upset, confused, or taking a long time to explain their issue. It's about active listening, careful listening without interrupting, paying attention to what is said, allowing customers time to express themselves, and not getting frustrated even if the situation is difficult or repetitive.<\/p>\n","tips":{},"image":{"path":"images\/image-67fae93d8f9a6.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":275,"height":183},"audio":[{"path":"audios\/audio-67fae945f297d.wav","mime":"audio\/x-wav","copyright":{"license":"U"}}]},{"text":"

Quick Learning<\/strong><\/p>\n\n

\"Quick learning helps us understand new information and help customers better.\"<\/strong><\/p>\n","answer":"

Being able to understand and remember new things easily and fast, which is important for learning about products and helping customers in customer service.<\/p>\n","tips":{},"image":{"path":"images\/image-67faead567513.png","mime":"image\/png","copyright":{"license":"U"},"width":300,"height":168},"audio":[{"path":"audios\/audio-67faefc7e7d7b.wav","mime":"audio\/x-wav","copyright":{"license":"U"}}]},{"text":"

Resolve<\/strong><\/p>\n\n

\"We try our best to resolve every customer's problem.\"<\/strong><\/p>\n","answer":"

To find a solution to a problem or fix an issue. In customer service, it's about helping customers by solving their problems and making things right for them.<\/p>\n","tips":{},"image":{"path":"images\/image-67faebf8013c4.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":275,"height":183},"audio":[{"path":"audios\/audio-67faebfed61af.wav","mime":"audio\/x-wav","copyright":{"license":"U"}}]},{"text":"

Ability to Close<\/strong><\/p>\n\n

\"The ability to close a conversation by making sure the customer is satisfied is important.\"<\/strong><\/p>\n","answer":"

Being good at finishing a conversation with a customer in a positive way, usually by helping them get what they need or solving their problem.<\/p>\n","tips":{},"image":{"path":"images\/image-67faecf2bf286.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":300,"height":168},"audio":[{"path":"audios\/audio-67faecfca2b66.wav","mime":"audio\/x-wav","copyright":{"license":"U"}}]}],"behaviour":{"enableRetry":true,"disableBackwardsNavigation":false,"scaleTextNotCard":false,"randomCards":false,"maxProficiency":5,"quickProgression":false},"answer":"Turn","next":"Next","prev":"Previous","retry":"Retry","correctAnswer":"I got it right!","incorrectAnswer":"I got it wrong","round":"Round @round","cardsLeft":"Cards left: @number","nextRound":"Proceed to round @round","startOver":"Start over","showSummary":"Next","summary":"Summary","summaryCardsRight":"Cards you got right:","summaryCardsWrong":"Cards you got wrong:","summaryCardsNotShown":"Cards in pool not shown:","summaryOverallScore":"Overall Score","summaryCardsCompleted":"Cards you have completed learning:","summaryCompletedRounds":"Completed rounds:","summaryAllDone":"Well done! You have mastered all @cards cards by getting them correct @max times!","progressText":"Card @card of @total","cardFrontLabel":"Card front","cardBackLabel":"Card back","tipButtonLabel":"Show tip","audioNotSupported":"Your browser does not support this audio","confirmStartingOver":{"header":"Start over?","body":"All progress will be lost. Are you sure you want to start over?","cancelLabel":"Cancel","confirmLabel":"Start over"},"title":"

Interactive Vocabulary Practice<\/strong><\/p>\n","description":"

Flip each card <\/strong>to learn the meaning, pronunciation, and usage of workplace-specific vocabulary. Use the hints provided to guess the keyword or term before revealing the answer. Practice until you feel confident using these terms in real-world scenarios.<\/p>\n"},"library":"H5P.Dialogcards 1.9","metadata":{"contentType":"Dialog Cards","license":"U","title":"Workplace Vocabulary Drill: Keywords and Terms in Customer Service"},"subContentId":"76684e80-67dd-4226-a246-c2c0014e6a6c"},"useSeparator":"auto"},{"useSeparator":"auto","content":{"params":{"scoreShow":"Check","submit":"Submit","tryAgain":"Retry","scoreExplanation":"Correct answers give +1 point. Incorrect answers give -1 point. The lowest possible score is 0.","question":{"settings":{"size":{"width":620,"height":310},"background":{"path":"images\/background-67fb342bea8c4.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":1008,"height":808}},"task":{"elements":[{"x":54.83871218895697,"y":16.12904097278231,"width":7.98175,"height":3.663888875,"dropZones":["0","1","2","3","4","5","6","7","8","9"],"type":{"library":"H5P.AdvancedText 1.1","params":{"text":"

Finishing a conversation with a customer in a positive way,<\/span><\/p>\n"},"subContentId":"a756d802-f6a0-4fad-b844-5a18fa1194ae","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"backgroundOpacity":50,"multiple":false},{"x":54.83871218895697,"y":8.714717794998339e-6,"width":7.982624999999999,"height":2.413888875,"dropZones":["0","1","2","3","4","5","6","7","8","9"],"type":{"library":"H5P.AdvancedText 1.1","params":{"text":"

make something easier to understand<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"80b928e3-08a9-4bf9-a4f9-b49825c5fbb0"},"backgroundOpacity":50,"multiple":false},{"x":54.83871218895697,"y":38.70968613407263,"width":7.982624999999999,"height":2.413888875,"dropZones":["0","1","2","3","4","5","6","7","8","9"],"type":{"library":"H5P.AdvancedText 1.1","params":{"text":"

using simple words, speaking slowly and clearly<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"188fa799-45d1-4417-ae5c-fa5cb061c22b"},"backgroundOpacity":50,"multiple":false},{"x":54.83870967741935,"y":54.83870967741935,"width":7.98333375,"height":2.35833375,"dropZones":["0","1","2","3","4","5","6","7","8","9"],"type":{"library":"H5P.AdvancedText 1.1","params":{"text":"

a specific time or date<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"097564c5-d039-4265-8e8a-1160516d531d"},"backgroundOpacity":50,"multiple":false},{"x":54.83870967741935,"y":70.96774193548387,"width":7.982624999999999,"height":2.413888875,"dropZones":["0","1","2","3","4","5","6","7","8","9"],"type":{"library":"H5P.AdvancedText 1.1","params":{"text":"

Understanding how a customer feels<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"ae761f20-4901-4634-b825-8b08b80e67d2"},"backgroundOpacity":50,"multiple":false},{"x":77.41935242805727,"y":70.96775065020167,"width":7.982624999999999,"height":2.413888875,"dropZones":["0","1","2","3","4","5","6","7","8","9"],"type":{"library":"H5P.AdvancedText 1.1","params":{"text":"

Know what your company sells<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"5c2ed0e6-2755-4c85-b584-773229b515d1"},"backgroundOpacity":50,"multiple":false},{"x":77.41935483870968,"y":0,"width":7.98333375,"height":2.35833375,"dropZones":["0","1","2","3","4","5","6","7","8","9"],"type":{"library":"H5P.AdvancedText 1.1","params":{"text":"

Staying calm and positive<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"ada9065c-4691-4ef1-be79-4dc04562f3b2"},"backgroundOpacity":50,"multiple":false},{"x":77.41935242805727,"y":16.12904097278231,"width":7.982624999999999,"height":2.413888875,"dropZones":["0","1","2","3","4","5","6","7","8","9"],"type":{"library":"H5P.AdvancedText 1.1","params":{"text":"

understand what someone really means<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"a9e6e788-15c4-4062-b9b9-d668e92fcc3d"},"backgroundOpacity":50,"multiple":false},{"x":77.41935483870968,"y":32.25806451612903,"width":7.98333375,"height":2.35833375,"dropZones":["0","1","2","3","4","5","6","7","8","9"],"type":{"library":"H5P.AdvancedText 1.1","params":{"text":"

find a solution to a problem<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"ea2067a9-a198-41ef-bcb2-6b5b117b12af"},"backgroundOpacity":50,"multiple":false},{"x":77.41935806640625,"y":48.38704416330646,"width":7.983062499999999,"height":3.60833375,"dropZones":["0","1","2","3","4","5","6","7","8","9"],"type":{"library":"H5P.AdvancedText 1.1","params":{"text":"

understand and remember new things easily and fast<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"3b045bda-9334-4cb7-9dda-23e52a99749b"},"backgroundOpacity":50,"multiple":false}],"dropZones":[{"x":0,"y":0,"width":11.25,"height":3.75,"correctElements":["0"],"showLabel":false,"backgroundOpacity":50,"tipsAndFeedback":{"tip":""},"single":false,"autoAlign":true,"label":"

Ability to Close<\/div>\n"},{"x":0,"y":19.35483870967742,"width":11.25,"height":3.75,"correctElements":["1"],"showLabel":false,"backgroundOpacity":50,"tipsAndFeedback":{"tip":""},"single":false,"autoAlign":true,"label":"
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Empathy<\/div>\n"},{"x":1.5132781049759058e-7,"y":41.935483870967744,"width":11.25,"height":3.7486898066406273,"correctElements":["2"],"showLabel":false,"backgroundOpacity":50,"tipsAndFeedback":{"tip":""},"single":false,"autoAlign":true,"label":"
Clear Communication<\/div>\n"},{"x":1.5132781049759058e-7,"y":61.29032258064516,"width":11.25,"height":3.75000506542969,"correctElements":["3"],"showLabel":false,"backgroundOpacity":50,"tipsAndFeedback":{"tip":""},"single":false,"autoAlign":true,"label":"
Deadline<\/div>\n"},{"x":0,"y":80.64516129032258,"width":11.25,"height":3.75,"correctElements":["9"],"showLabel":false,"backgroundOpacity":50,"tipsAndFeedback":{"tip":""},"single":false,"autoAlign":true,"label":"
Quick Learning<\/div>\n"},{"x":29.032258064516128,"y":61.29032258064516,"width":10,"height":3.75,"correctElements":["7"],"showLabel":false,"backgroundOpacity":50,"tipsAndFeedback":{"tip":""},"single":false,"autoAlign":true,"label":"
Read Between the Lines<\/div>\n"},{"x":29.03225883111769,"y":80.64518743447582,"width":10,"height":3.75,"correctElements":["8"],"showLabel":false,"backgroundOpacity":50,"tipsAndFeedback":{"tip":""},"single":false,"autoAlign":true,"label":"
Resolve<\/div>\n"},{"x":29.03225883111769,"y":41.935483870967744,"width":10,"height":3.75000506542969,"correctElements":["6"],"showLabel":false,"backgroundOpacity":50,"tipsAndFeedback":{"tip":""},"single":false,"autoAlign":true,"label":"
Patience<\/div>\n"},{"x":29.032258064516128,"y":19.35483870967742,"width":10,"height":4.37500506542969,"correctElements":["5"],"showLabel":false,"backgroundOpacity":50,"tipsAndFeedback":{"tip":""},"single":false,"autoAlign":true,"label":"
Knowledge of Products<\/div>\n"}]}},"overallFeedback":[{"from":0,"to":69,"feedback":"Sorry, you need 7 out of 10 correct. Try again."},{"from":70,"to":100,"feedback":"Well done! You've passed this quiz."}],"behaviour":{"enableRetry":true,"enableCheckButton":true,"singlePoint":false,"applyPenalties":true,"enableScoreExplanation":true,"dropZoneHighlighting":"dragging","autoAlignSpacing":2,"enableFullScreen":false,"showScorePoints":true,"showTitle":true},"grabbablePrefix":"Grabbable {num} of {total}.","grabbableSuffix":"Placed in dropzone {num}.","dropzonePrefix":"Dropzone {num} of {total}.","noDropzone":"No dropzone.","tipLabel":"Show tip.","tipAvailable":"Tip available","correctAnswer":"Correct answer","wrongAnswer":"Wrong answer","feedbackHeader":"Feedback","scoreBarLabel":"You got :num out of :total points","scoreExplanationButtonLabel":"Show score explanation","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yRetry":"Retry the task. Reset all responses and start the task over again.","localize":{"fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen"}},"library":"H5P.DragQuestion 1.14","metadata":{"contentType":"Drag and Drop","license":"U","title":"Quiz: Match the Keywords and Terms"},"subContentId":"b63d8ce0-f9a2-4e8c-afb2-0bf252540dd5"}},{"content":{"params":{"media":{"disableImageZooming":false},"text":"
Read each sentence discover the keywords and terms that make up customer service vocabulary. In this quiz, a keyword or term is missing<\/strong>. Fill in the blank with the correct word or term to complete the sentence. Use only the key words you have been learning in your flashcards. This activity will help you practice important terms which are found in most customer service situations.<\/p>\n","overallFeedback":[{"from":0,"to":69,"feedback":"Sorry, you need 7 out of 10 correct. Try again."},{"from":70,"to":100,"feedback":"Very Good! You've passed this quiz."}],"showSolutions":"Show solution","tryAgain":"Retry","checkAnswer":"Check","submitAnswer":"Submit","notFilledOut":"Please fill in all blanks to view solution","answerIsCorrect":"':ans' is correct","answerIsWrong":"':ans' is wrong","answeredCorrectly":"Answered correctly","answeredIncorrectly":"Answered incorrectly","solutionLabel":"Correct answer:","inputLabel":"Blank input @num of @total","inputHasTipLabel":"Tip available","tipLabel":"Tip","behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"autoCheck":false,"caseSensitive":true,"showSolutionsRequiresInput":true,"separateLines":false,"confirmCheckDialog":false,"confirmRetryDialog":false,"acceptSpellingErrors":false},"scoreBarLabel":"You got :num out of :total points","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again.","a11yCheckingModeHeader":"Checking mode","confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"questions":["
1. *ability to close\/Ability to close:successfully end a customer interaction* is about how well you can finish talking to a customer and end the conversation in a positive way. <\/p>\n","
2. When you start a new job in customer service, having *quick learning\/quick learner:remember new things very fast* skills helps you learn about the products and company rules very fast<\/p>\n","
3. If a customer asks you about the features of a product, your *knowledge of products\/product knowledge\/knowledge of product\/products knowledge:the what, how, and why of things your company sells* will help you give them the correct information.<\/p>\n","
4. When a customer is unhappy about a problem, showing *empathy:understanding how a customer feels* can help them feel understood and perhaps more willing to work with you to find a solution.<\/p>\n","
5. If a customer says they don't understand the instructions, you should offer to *clarify:explain in an easier way* this for them by explaining the instructions in more detail.<\/p>\n","
6. In customer service, if you must respond to a customer's complaint by the end of the day, that is a *deadline:specific date or time*. You need to finish this task before that time in order to successfully help the customer.<\/p>\n","
7. When helping customers, it's important to use *clear communication:using simple words and avoiding confusing language*. Being able to do this makes it easier to understand for both the customer and you. <\/p>\n","
8. Even when a customer is taking a long time to explain their problem, it's important to have *patience:staying calm and listening* by listening carefully to what they have to say.<\/p>\n","
9. Sometimes a customer may not say that they are unhappy, but you can *read between the lines:hidden meaning in someone's words* by listening to their tone of voice and the words they choose. This skill helps you understand their true feelings.<\/p>\n","
10. When a customer calls with a problem about their order, your job is to listen carefully and try your best to *resolve:making things right for the customer* the problem to their satisfaction as much as possible.<\/p>\n"]},"library":"H5P.Blanks 1.14","metadata":{"contentType":"Fill in the Blanks","license":"U","title":"Quiz: Key Vocabulary Fill in the Blanks"},"subContentId":"3acd46c8-7ea3-4f66-b723-e81d54c0d65a"},"useSeparator":"auto"},{"content":{"params":{"interactiveVideo":{"video":{"startScreenOptions":{"title":"Dealing with an Angry Customer","hideStartTitle":false},"textTracks":{"videoTrack":[{"label":"Subtitles","kind":"subtitles","srcLang":"en"}]},"files":[{"path":"https:\/\/www.youtube.com\/watch?v=T20hV4ynU7o","mime":"video\/YouTube","copyright":{"license":"U","author":"Canity"}}]},"assets":{"interactions":[{"x":1.3979503252331433,"y":4.972798790615335,"width":12.861142992144918,"height":19.571304553264007,"duration":{"from":18,"to":20},"libraryTitle":"Multiple Choice","action":{"library":"H5P.MultiChoice 1.16","params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
this term has to do with ending an interaction with the customer<\/div>\n","notChosenFeedback":""},"text":"
Ability to close<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
This term deals with understand hidden emotions and intentions<\/div>\n","notChosenFeedback":""},"text":"
Read between the lines<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"
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Patience<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"Excellent work!"}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":true,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"
1. Stay Calm is an example of what key customer service term?<\/p>\n"},"subContentId":"82513b1a-010f-48e2-9d9b-47dcea54b6b8","metadata":{"contentType":"Multiple Choice","license":"U","title":"Comprehension Multiple Choice Questions"}},"pause":true,"displayType":"poster","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""},"requireCompletion":false},"label":"
What keywords or terms are found here?<\/p>\n"},{"x":1.3979503252331433,"y":4.972798790615335,"width":12.861142992144918,"height":19.571304553264007,"duration":{"from":26,"to":28},"libraryTitle":"Multiple Choice","action":{"library":"H5P.MultiChoice 1.16","params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
This term has more to do with making something easier to understand for the customer.<\/div>\n","notChosenFeedback":""},"text":"
Clarify<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
This term deals with solving problems or find a compromise<\/div>\n","notChosenFeedback":""},"text":"
Resolve<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"
Correct! Part of good communication is listening to the customer<\/div>\n","notChosenFeedback":""},"text":"
Clear Communication<\/div>\n"}],"overallFeedback":[{"from":0,"to":69,"feedback":"Sorry, you need 7 out of 10 correct. Try again."},{"from":70,"to":100,"feedback":"Excellent work! You know these terms well."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"
2. Actively Listen is a part of what crucial skill?<\/p>\n"},"metadata":{"contentType":"Multiple Choice","license":"U","title":"Comprehension Multiple Choice Questions"},"subContentId":"7c67edf0-cfca-4b15-82f9-7ceffb00f5e9"},"pause":true,"displayType":"poster","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""},"requireCompletion":false},"label":"
What keywords or terms are found here?<\/p>\n"},{"x":1.3979503252331433,"y":4.972798790615335,"width":12.861142992144918,"height":19.571304553264007,"duration":{"from":46.33,"to":48.33},"libraryTitle":"Multiple Choice","action":{"library":"H5P.MultiChoice 1.16","params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
the term has more to do with quickly learning new skills and information<\/div>\n","notChosenFeedback":""},"text":"
Quick learning<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
This term deals with knowledge of products available and services provided to customers <\/div>\n","notChosenFeedback":""},"text":"
Knowledge of products<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"
Correct! Repeating the customer concerns helps to clarify the problem.<\/div>\n","notChosenFeedback":""},"text":"
Clarify<\/div>\n"}],"overallFeedback":[{"from":0,"to":69,"feedback":"Sorry, you need 7 out of 10 correct. Try again."},{"from":70,"to":100,"feedback":"Excellent work! You know these terms well."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"
3. Repeat Concerns is part of clear communication but also a form of what other skill?<\/p>\n"},"metadata":{"contentType":"Multiple Choice","license":"U","title":"Comprehension Multiple Choice Questions"},"subContentId":"d1b0ea6e-1dc9-4a02-b45f-66076dde6609"},"pause":true,"displayType":"poster","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""},"requireCompletion":false},"label":"
What keywords or terms are found here?<\/p>\n"},{"x":1.3979503252331433,"y":4.972798790615335,"width":12.861142992144918,"height":19.571304553264007,"duration":{"from":63.72,"to":65.72},"libraryTitle":"Multiple Choice","action":{"library":"H5P.MultiChoice 1.16","params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
this term has to do with fixing problems and part of the problem resolution process.<\/div>\n","notChosenFeedback":""},"text":"
Resolve<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
Deadline deals with specific dates and times that a task must be completed<\/div>\n","notChosenFeedback":""},"text":"
Deadline<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"
Correct! Empathy involves understanding and connecting with the customer.<\/div>\n","notChosenFeedback":""},"text":"
Empathy<\/div>\n"}],"overallFeedback":[{"from":0,"to":69,"feedback":"Sorry, you need 7 out of 10 correct. Try again."},{"from":70,"to":100,"feedback":"Excellent work! You know these terms well."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"
4. Actively Sympathize is also know as what? <\/p>\n"},"metadata":{"contentType":"Multiple Choice","license":"U","title":"Comprehension Multiple Choice Questions"},"subContentId":"afab282e-e5ad-4e0d-a07c-760dd7e1d6b6"},"pause":true,"displayType":"poster","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""},"requireCompletion":false},"label":"
What keywords or terms are found here?<\/p>\n"},{"x":1.3979503252331433,"y":4.972798790615335,"width":12.861142992144918,"height":19.571304553264007,"duration":{"from":79.15,"to":81.15},"libraryTitle":"Multiple Choice","action":{"library":"H5P.MultiChoice 1.16","params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
with an apology, no deadline is required.<\/div>\n","notChosenFeedback":""},"text":"
Ability to close; Deadline; Clarify<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
These terms deal more with understanding the customers complaint<\/div>\n","notChosenFeedback":""},"text":"
Patience; Read Between the Lines; Quick learning<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"
Correct! Apologies requires patience in understanding of the customer's problem, clear explanations and genuine empathy for the customer's difficulty.<\/div>\n","notChosenFeedback":""},"text":"
Patience; Clear Communication; Empathy;<\/div>\n"}],"overallFeedback":[{"from":0,"to":69,"feedback":"Sorry, you need 7 out of 10 correct. Try again."},{"from":70,"to":100,"feedback":"Excellent work! You know these terms well."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"
5. Apologize has several features involved. Select the best description: <\/p>\n"},"metadata":{"contentType":"Multiple Choice","license":"U","title":"Comprehension Multiple Choice Questions"},"subContentId":"73eb85a4-540c-4911-b7cf-320c680ae812"},"pause":true,"displayType":"poster","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""},"requireCompletion":false},"label":"
What keywords or terms are found here?<\/p>\n"},{"x":1.3979503252331433,"y":4.972798790615335,"width":15.657043642611205,"height":20.68966481345052,"duration":{"from":95.042,"to":97.042},"libraryTitle":"Multiple Choice","action":{"library":"H5P.MultiChoice 1.16","params":{"media":{"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
these terms have more to do with understanding the customer's problem and not solving it.<\/div>\n","notChosenFeedback":""},"text":"
Patience; Clear Communication; Clarify <\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"
These terms deal with knowing the how products work or the services offered by the company, <\/div>\n","notChosenFeedback":""},"text":"
Quick Learning; Knowledge of Products; <\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"
Correct! Each of these key terms contributes the solution to the problem and a satisfied customer.<\/div>\n","notChosenFeedback":""},"text":"
Knowledge of Products; Resolve; Ability to Close; <\/div>\n"}],"overallFeedback":[{"from":0,"to":69,"feedback":"Sorry, you need 7 out of 10 correct. Try again."},{"from":70,"to":100,"feedback":"Excellent work! You know these terms well."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"
6. Find a Solution usually involves 3 components. Select the best description:<\/p>\n"},"metadata":{"contentType":"Multiple Choice","license":"U","title":"Comprehension Multiple Choice Questions"},"subContentId":"5da2a852-fb44-455d-9dfe-136acca6c747"},"pause":true,"displayType":"poster","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""},"requireCompletion":false},"label":"
What keywords or terms are found here?<\/p>\n"}],"endscreens":[{"time":0,"label":"0:00 Submit screen"},{"time":167,"label":"2:47 Submit screen"}]},"summary":{"task":{"library":"H5P.Summary 1.10","params":{"intro":"
Choose the correct statement.<\/p>\n","summaries":[{"subContentId":"d49426d6-6047-4869-af41-d7bfc8907a33","tip":"","summary":["
To read between the lines means to understand what the customer might be feeling or needing even if they don't say it directly<\/p>\n","
To read between the lines means to only believe what the customer actually says (literally).<\/p>\n","
To read between the lines means to interrupt the customer to guess what they are going to say.<\/p>\n","
To read between the lines means to ignore the customer's words and focus only on their body language.<\/p>\n"]},{"subContentId":"24b4fe63-3211-4534-be5d-3d797e32b25b","summary":["
To clarify means to ask questions or provide more details to ensure understanding.<\/p>\n","
To clarify means to change the subject of the conversation.<\/p>\n","
To clarify means to assume you know what the customer wants without asking.<\/p>\n","
To clarify means to speak louder to the customer.<\/p>\n"],"tip":""},{"subContentId":"ed698cd9-a72f-48ea-b72b-2779b70350cb","summary":["
Clear communication involves using simple language and avoiding jargon so the customer understands.<\/p>\n","
Clear communication means only speaking when the customer is silent.<\/p>\n","
Clear communication means using very technical terms to sound professional.<\/p>\n","
Clear communication means talking for a long time without pausing.<\/p>\n"],"tip":""},{"subContentId":"1a5f8e76-9d29-4306-8d9d-f7fb72a73a7a","summary":["
Empathy means understanding and showing that you care about the customer's feelings and situation.<\/p>\n","
Empathy means solving the problem yourself without considering the customer's perspective.<\/p>\n","
Empathy means always agreeing with the customer, even if they are wrong.<\/p>\n","
Empathy means telling the customer that their problem is not a big deal.<\/p>\n"],"tip":""},{"subContentId":"175cbe0e-1cfe-4c0f-9604-3a3f11da4200","summary":["
Patience means staying calm and understanding when dealing with a customer, even if they are upset or the issue takes time.<\/p>\n","
Patience is only needed for difficult customers.<\/p>\n","
Patience means rushing the customer to finish the conversation quickly.<\/p>\n","
Patience means ignoring a customer who is taking too long to explain their problem.<\/p>\n"],"tip":""},{"subContentId":"0e730885-037b-4842-94fd-3cf63b81f427","summary":["
Knowledge of products means understanding what the company sells and how it works to help customers.<\/p>\n","
Knowledge of products is not important if you can just look up the information.<\/p>\n","
Knowledge of products means knowing the price of every item.<\/p>\n","
Knowledge of products means having used every product personally.<\/p>\n"],"tip":""},{"subContentId":"9fdd5f16-f01a-4ae0-8b9e-f1ffef077efb","summary":["
To resolve means to find a solution that fixes the customer's problem or addresses their concern.<\/p>\n","
To resolve means to tell the customer that their problem cannot be fixed.<\/p>\n","
To resolve means to pass the customer on to someone else without trying to help.<\/p>\n","
To resolve means to temporarily fix the problem without finding a long-term solution.<\/p>\n"],"tip":""},{"subContentId":"fbe012ed-e6b6-40b1-896e-a7994e9b1b6e","summary":["
A deadline is the latest time or date by which a task or issue needs to be resolved for the customer.<\/p>\n","
A deadline is the best time to start working on a customer's problem.<\/p>\n","
A deadline is a suggestion, not a firm commitment.<\/p>\n","
A deadline is only important for the customer, not the service representative.<\/p>\n"],"tip":""},{"subContentId":"5169e433-ecd4-402d-a93b-12c480a644c5","summary":["
Quick learning means being able to understand and apply new information or procedures efficiently in customer service.<\/p>\n","
Quick learning means never asking questions about new information.<\/p>\n","
Quick learning is not important because all customer service issues are the same.<\/p>\n","
Quick learning means only learning things that are easy.<\/p>\n"],"tip":""},{"subContentId":"22de8f8f-9188-433e-94a8-e853cd10e702","summary":["
The ability to close means successfully ending a customer interaction with their issue resolved or next steps agreed upon.<\/p>\n","
The ability to close means ending a call as quickly as possible.<\/p>\n","
The ability to close means selling the customer another product.<\/p>\n","
The ability to close means ignoring the customer's final questions.<\/p>\n"],"tip":""}],"overallFeedback":[{"from":0,"to":69,"feedback":"Sorry, you need to answer at least 7 out of 10 questions correctly."},{"from":70,"to":100,"feedback":"Well done!"}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"subContentId":"2fa60944-57f1-4ad6-a9f2-866872ccfebb","metadata":{"contentType":"Summary","license":"U","title":"Customer Service Key Words and Terms"}},"displayAt":3}},"override":{"autoplay":false,"loop":false,"showBookmarksmenuOnLoad":false,"showRewind10":true,"preventSkippingMode":"forward","deactivateSound":false},"l10n":{"interaction":"Interaction","play":"Play","pause":"Pause","mute":"Mute, currently unmuted","unmute":"Unmute, currently muted","quality":"Video Quality","captions":"Captions","close":"Close","fullscreen":"Fullscreen","exitFullscreen":"Exit Fullscreen","summary":"Open summary dialog","bookmarks":"Bookmarks","endscreen":"Submit screen","defaultAdaptivitySeekLabel":"Continue","continueWithVideo":"Continue with video","more":"More player options","playbackRate":"Playback Rate","rewind10":"Rewind 10 Seconds","navDisabled":"Navigation is disabled","navForwardDisabled":"Navigating forward is disabled","sndDisabled":"Sound is disabled","requiresCompletionWarning":"You need to answer all the questions correctly before continuing.","back":"Back","hours":"Hours","minutes":"Minutes","seconds":"Seconds","currentTime":"Current time:","totalTime":"Total time:","singleInteractionAnnouncement":"Interaction appeared:","multipleInteractionsAnnouncement":"Multiple interactions appeared.","videoPausedAnnouncement":"Video is paused","content":"Content","answered":"@answered answered","endcardTitle":"@answered Question(s) answered","endcardInformation":"You have answered @answered questions, click below to submit your answers.","endcardInformationOnSubmitButtonDisabled":"You have answered @answered questions.","endcardInformationNoAnswers":"You have not answered any questions.","endcardInformationMustHaveAnswer":"You have to answer at least one question before you can submit your answers.","endcardSubmitButton":"Submit Answers","endcardSubmitMessage":"Your answers have been submitted!","endcardTableRowAnswered":"Answered questions","endcardTableRowScore":"Score","endcardAnsweredScore":"answered","endCardTableRowSummaryWithScore":"You got @score out of @total points for the @question that appeared after @minutes minutes and @seconds seconds.","endCardTableRowSummaryWithoutScore":"You have answered the @question that appeared after @minutes minutes and @seconds seconds.","videoProgressBar":"Video progress","howToCreateInteractions":"Play the video to start creating interactions"}},"library":"H5P.InteractiveVideo 1.27","metadata":{"contentType":"Interactive Video","license":"U","title":"Video 1: Understanding Customer Disappointment: Spot the Key Vocabulary"},"subContentId":"db750bf3-4bcb-4d10-85e1-5bbaf6ec0744"},"useSeparator":"auto"},{"content":{"params":{"interactiveVideo":{"video":{"startScreenOptions":{"title":"Interactive Video about business meeting vocabulary","hideStartTitle":false},"textTracks":{"videoTrack":[{"label":"Subtitles","kind":"subtitles","srcLang":"en"}]},"files":[{"path":"https:\/\/www.youtube.com\/watch?v=n_1KzffeIDQ","mime":"video\/YouTube","copyright":{"license":"U"}}]},"assets":{"interactions":[{"x":36.62629852110835,"y":36.55007111102271,"width":10,"height":10,"duration":{"from":18.31,"to":28.31},"libraryTitle":"Statements","action":{"library":"H5P.Summary 1.10","params":{"intro":"
Choose the best description of a business meeting:<\/p>\n","summaries":[{"subContentId":"b4e895e0-fd3d-443a-b376-0e013834e285","summary":["
A business meeting is when people from work get together to talk about their jobs, make plans, review business decisions and projects.<\/p>\n","
A business meeting is just like a coffee break where people chat about anything they want.<\/p>\n","
A business meeting is a formal test that employees have to take to show they are doing their jobs well.<\/p>\n"],"tip":""}],"overallFeedback":[{"from":0,"to":100}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"subContentId":"687d9250-8a03-456a-91da-6a964e38f05d","metadata":{"contentType":"Summary","license":"U","title":"business meeting"}},"pause":true,"displayType":"button","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""}},"label":"
What is a business meeting?<\/p>\n"},{"x":32.29265251288561,"y":47.98750832943798,"width":10,"height":10,"duration":{"from":31,"to":41.146},"libraryTitle":"Statements","action":{"library":"H5P.Summary 1.10","params":{"intro":"
Choose the best description of a conference call: <\/p>\n","summaries":[{"subContentId":"b4e895e0-fd3d-443a-b376-0e013834e285","summary":["
A conference call is when three or more people talk togetherf on the phone or over the internet at the same time, even if they are in different places. <\/p>\n","
A conference call is like sending an email to many people at once.<\/p>\n","
A conference call is a face-to-face meeting where everyone has to be in the same office in the same city.<\/p>\n"],"tip":""}],"overallFeedback":[{"from":0,"to":100}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"metadata":{"contentType":"Summary","license":"U","title":"Conference call"},"subContentId":"d1421de3-fcba-4cd0-89a9-b2acbe1053e7"},"pause":true,"displayType":"button","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""}},"label":"
What is a conference call?<\/p>\n"},{"x":36.62629852110835,"y":58.92766566879172,"width":10,"height":10,"duration":{"from":44.516,"to":54.516},"libraryTitle":"Statements","action":{"library":"H5P.Summary 1.10","params":{"intro":"
Choose the best description of an meeting agenda:<\/p>\n","summaries":[{"subContentId":"b4e895e0-fd3d-443a-b376-0e013834e285","summary":["
A meeting agenda is a list that shows what topics will be talked about during the meeting and in what order.<\/p>\n","
A meeting agenda is a report written after the meeting to say what happened and what decisions were made.<\/p>\n","
A meeting agenda is just the time and place where the meeting will happen.<\/p>\n"],"tip":""}],"overallFeedback":[{"from":0,"to":100}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"metadata":{"contentType":"Summary","license":"U","title":"Meeting Agenda"},"subContentId":"fa3d5dd0-6c0c-4748-9c6c-f3367e13ec34"},"pause":true,"displayType":"button","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""}},"label":"
What is a meeting agenda?<\/p>\n"},{"x":36.62629852110835,"y":56.689906213014815,"width":10,"height":10,"duration":{"from":60.675,"to":70.675},"libraryTitle":"Statements","action":{"library":"H5P.Summary 1.10","params":{"intro":"
Choose the best description of meeting minutes:<\/p>\n","summaries":[{"subContentId":"b4e895e0-fd3d-443a-b376-0e013834e285","summary":["
Meeting minutes are notes that are written during a meeting to remember who was at the meeting, what was said in the meeting, and what decisions were made.<\/p>\n","
Meeting minutes are just a list of the people who came to the meeting.<\/p>\n","
Meeting minutes are the plans for what will be talked about at the next meeting.<\/p>\n"],"tip":""}],"overallFeedback":[{"from":0,"to":100}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"metadata":{"contentType":"Summary","license":"U","title":"Meeting minutes"},"subContentId":"346bac9c-59e6-4554-8aef-0444b1abb6bc"},"pause":true,"displayType":"button","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""}},"label":"
What are the minutes of a meeting?<\/p>\n"},{"x":36.62629852110835,"y":55.94398639442252,"width":10,"height":10,"duration":{"from":76.245,"to":86.245},"libraryTitle":"Statements","action":{"library":"H5P.Summary 1.10","params":{"intro":"
Choose the best description of a brainstorming session:<\/p>\n","summaries":[{"subContentId":"b4e895e0-fd3d-443a-b376-0e013834e285","summary":["
A brainstorming session is when everyone in the customer service meeting shares their ideas to solve a problem or find new ways to help their customers.<\/p>\n","
A brainstorming session is when the manager tells everyone what they need to do and there's no discussion.<\/p>\n","
A brainstorming session is when the team votes on the best customer service plan for the whole year.<\/p>\n"],"tip":""}],"overallFeedback":[{"from":0,"to":100}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"metadata":{"contentType":"Summary","license":"U","title":"Brainstorming"},"subContentId":"dc82783d-21db-47d2-bc45-8602b7474661"},"pause":true,"displayType":"button","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""}},"label":"
What is a brainstorming session?<\/p>\n"},{"x":36.62629852110835,"y":55.19806657583022,"width":10,"height":10,"duration":{"from":92.135,"to":102.135},"libraryTitle":"Statements","action":{"library":"H5P.Summary 1.10","params":{"intro":"
Choose the best description of a business presentation:<\/p>\n","summaries":[{"subContentId":"b4e895e0-fd3d-443a-b376-0e013834e285","summary":["
A business presentation in customer service is when someone shows information to a group of people about how to help customers better, new tools about to be purchased, or customer feedback.<\/p>\n","
A business presentation in customer service is just telling jokes to make customers laugh and free food.<\/p>\n","
A business presentation in customer service is a secret meeting where only the managers decide what customers want.<\/p>\n"],"tip":""}],"overallFeedback":[{"from":0,"to":100}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"metadata":{"contentType":"Summary","license":"U","title":"Business Presentation"},"subContentId":"c1883608-5e4d-4306-b701-7b914cd005c9"},"pause":true,"displayType":"button","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""}},"label":"
What is a business presentation?<\/p>\n"},{"x":36.62629852110835,"y":58.67902572926095,"width":10,"height":10,"duration":{"from":107.927,"to":117.927},"libraryTitle":"Statements","action":{"library":"H5P.Summary 1.10","params":{"intro":"
Choose the best description of a business feedback:<\/p>\n","summaries":[{"subContentId":"b4e895e0-fd3d-443a-b376-0e013834e285","summary":["
Business feedback is information given to a company or its workers about how good or bad their product or service is.<\/p>\n","
Business feedback is only when customers complain about something they didn't like.<\/p>\n","
Business feedback is just guessing what people think without asking them properly.<\/p>\n"],"tip":""}],"overallFeedback":[{"from":0,"to":100}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"metadata":{"contentType":"Summary","license":"U","title":"Feedback"},"subContentId":"ad1a15a9-80d3-4794-9da2-e162edec038d"},"pause":true,"displayType":"button","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""}},"label":"
What is a business feedback?<\/p>\n"},{"x":36.62629852110835,"y":50.22526778521488,"width":10,"height":10,"duration":{"from":118.94,"to":128.94},"libraryTitle":"Statements","action":{"library":"H5P.Summary 1.10","params":{"intro":"
Choose the best description of a business collaboration:<\/p>\n","summaries":[{"subContentId":"b4e895e0-fd3d-443a-b376-0e013834e285","summary":["
Business collaboration in customer service means that people in the company work together to help their customers.<\/p>\n","
Business collaboration in customer service means that each person in the team works on their own without talking to others.<\/p>\n","
Business collaboration in customer service is when only the managers decide how to solve customer problems.<\/p>\n"],"tip":""}],"overallFeedback":[{"from":0,"to":100}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"metadata":{"contentType":"Summary","license":"U","title":"Collaboration"},"subContentId":"86b1c0c4-110d-4299-9bff-0c4502532048"},"pause":true,"displayType":"button","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""}},"label":"
What is a collaboration in a business?<\/p>\n"},{"x":36.62629852110835,"y":50.97118760380718,"width":10,"height":10,"duration":{"from":132.3,"to":141.4},"libraryTitle":"Statements","action":{"library":"H5P.Summary 1.10","params":{"intro":"
Choose the best description of a deadline extension in business:<\/p>\n","summaries":[{"subContentId":"b4e895e0-fd3d-443a-b376-0e013834e285","summary":["
A deadline extension in customer service means a customer or a team member gets extra time to finish a task, like resolving a customer's problem, or finishing a project.<\/p>\n","
A deadline extension in customer service means you have to finish helping a customer much faster than you originally thought.<\/p>\n","
A deadline extension in customer service means the customer's problem doesn't need to be solved at all.<\/p>\n"],"tip":""}],"overallFeedback":[{"from":0,"to":100}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"metadata":{"contentType":"Summary","license":"U","title":"Deadline extension"},"subContentId":"d06dad5a-181e-4479-892a-2a81fe177afb"},"pause":true,"displayType":"button","buttonOnMobile":false,"adaptivity":{"correct":{"allowOptOut":false,"message":""},"wrong":{"allowOptOut":false,"message":""}},"label":"
What is a deadline extension in business?<\/p>\n"}],"endscreens":[{"time":174,"label":"2:54 Submit Screen"}]},"summary":{"task":{"library":"H5P.Summary 1.10","params":{"intro":"Choose the correct statement.","summaries":[{"subContentId":"9ea4c936-c3c0-4861-a257-49632836be7d","tip":"","summary":["
This video was about business meetings, conference calls, and the tools used to make business decisions.<\/p>\n","
This was a video about business managers.<\/p>\n"]}],"overallFeedback":[{"from":0,"to":100}],"solvedLabel":"Progress:","scoreLabel":"Wrong answers:","resultLabel":"Your result","labelCorrect":"Correct.","labelIncorrect":"Incorrect! Please try again.","alternativeIncorrectLabel":"Incorrect","labelCorrectAnswers":"Correct answers.","tipButtonLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","progressText":"Progress :num of :total"},"subContentId":"941e25e3-c7ae-4ee3-a658-ef3f313400e8","metadata":{"contentType":"Summary","license":"U","title":"Meeting vocabulary video summary"}},"displayAt":3}},"override":{"autoplay":false,"loop":false,"showBookmarksmenuOnLoad":false,"showRewind10":false,"preventSkippingMode":"none","deactivateSound":false},"l10n":{"interaction":"Interaction","play":"Play","pause":"Pause","mute":"Mute, currently unmuted","unmute":"Unmute, currently muted","quality":"Video Quality","captions":"Captions","close":"Close","fullscreen":"Fullscreen","exitFullscreen":"Exit Fullscreen","summary":"Open summary dialog","bookmarks":"Bookmarks","endscreen":"Submit screen","defaultAdaptivitySeekLabel":"Continue","continueWithVideo":"Continue with video","more":"More player options","playbackRate":"Playback Rate","rewind10":"Rewind 10 Seconds","navDisabled":"Navigation is disabled","navForwardDisabled":"Navigating forward is disabled","sndDisabled":"Sound is disabled","requiresCompletionWarning":"You need to answer all the questions correctly before continuing.","back":"Back","hours":"Hours","minutes":"Minutes","seconds":"Seconds","currentTime":"Current time:","totalTime":"Total time:","singleInteractionAnnouncement":"Interaction appeared:","multipleInteractionsAnnouncement":"Multiple interactions appeared.","videoPausedAnnouncement":"Video is paused","content":"Content","answered":"@answered answered","endcardTitle":"@answered Question(s) answered","endcardInformation":"You have answered @answered questions, click below to submit your answers.","endcardInformationOnSubmitButtonDisabled":"You have answered @answered questions.","endcardInformationNoAnswers":"You have not answered any questions.","endcardInformationMustHaveAnswer":"You have to answer at least one question before you can submit your answers.","endcardSubmitButton":"Submit Answers","endcardSubmitMessage":"Your answers have been submitted!","endcardTableRowAnswered":"Answered questions","endcardTableRowScore":"Score","endcardAnsweredScore":"answered","endCardTableRowSummaryWithScore":"You got @score out of @total points for the @question that appeared after @minutes minutes and @seconds seconds.","endCardTableRowSummaryWithoutScore":"You have answered the @question that appeared after @minutes minutes and @seconds seconds.","videoProgressBar":"Video progress","howToCreateInteractions":"Play the video to start creating interactions"}},"library":"H5P.InteractiveVideo 1.27","metadata":{"contentType":"Interactive Video","license":"U","title":"Video 2: Business Meetings"},"subContentId":"5c14e1cb-3272-43f4-ac46-862d3ea4b22c"},"useSeparator":"auto"},{"content":{"params":{"media":{"disableImageZooming":false},"taskDescription":"Drag the words into the correct boxes","overallFeedback":[{"from":0,"to":25,"feedback":"You need to practice more."},{"from":26,"to":50,"feedback":"Revisit the vocabulary definitions."},{"from":51,"to":79,"feedback":"Good work."},{"from":80,"to":100,"feedback":"Excellent work!"}],"checkAnswer":"Check","submitAnswer":"Submit","tryAgain":"Retry","showSolution":"Show solution","dropZoneIndex":"Drop Zone @index.","empty":"Drop Zone @index is empty.","contains":"Drop Zone @index contains draggable @draggable.","ariaDraggableIndex":"@index of @count draggables.","tipLabel":"Show tip","correctText":"Correct!","incorrectText":"Incorrect!","resetDropTitle":"Reset drop","resetDropDescription":"Are you sure you want to reset this drop zone?","grabbed":"Draggable is grabbed.","cancelledDragging":"Cancelled dragging.","correctAnswer":"Correct answer:","feedbackHeader":"Feedback","behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"instantFeedback":false},"scoreBarLabel":"You got :num out of :total points","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again.","textField":"Subject: Follow-Up on Customer Issue with Dewalt Power Drill\n\nDear *[Manager's name]*, \n\nI am writing to inform you about a recurring problem a customer experienced with a *Dewalt power drill:Product name*. The customer returned to our store twice with the same problem: *drill not working:specific problem*. He was very frustrated and asked for a full refund. To *clarify:use simple words*, I showed *empathy:shared concern* and *patience:active listening and care* for his situation and, using *clear communication:used simple words and explanations*, I assured him that we would *resolve:find a solution* the issue to his satisfaction.\n\nBased on my *product knowledge:experience and background*, I determined that the battery needed replacement. I provided the customer with a working replacement drill, and with my *ability to close:end discussion on a positive note*, he left our store satisfied. However, I recommend scheduling a *meeting:two or more people come together* with the supplier to address this recurring issue. Many customers have complained about the battery quality, and we should ensure this problem is fixed before the reordering *deadline:required date or time* next month.\nPlease let me know if you would like me to prepare a *presentation:show information about a topic* describing the problems for the supplier.\nThank you for your guidance,\n*[Your Name]*"},"library":"H5P.DragText 1.10","metadata":{"contentType":"Drag the Words","license":"U","title":"Quiz: Email to the Manager"},"subContentId":"d0a66cea-d806-4026-97ef-d8aa0343202b"},"useSeparator":"auto"},{"content":{"params":{"l10n":{"recordAnswer":"Record","pause":"Pause","continue":"Continue","download":"Download","done":"Done","retry":"Retry","microphoneNotSupported":"Microphone not supported. Make sure you are using a browser that allows microphone recording.","microphoneInaccessible":"Microphone is not accessible. Make sure that the browser microphone is enabled.","insecureNotAllowed":"Access to microphone is not allowed in your browser since this page is not served using HTTPS. Please contact the author, and ask him to make this available using HTTPS","statusReadyToRecord":"Press a button below to record your answer.","statusRecording":"Recording...","statusPaused":"Recording paused. Press a button to continue recording.","statusFinishedRecording":"You have successfully recorded your answer! 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