Customer Service English Essentials

Learn all the phrases, sentences, and tips you'll need to handle any customer service situation politely and naturally. This course is meant for non-native English speakers who deal with English-speaking customers on a daily basis, particularly over the phone.

Each lesson is designed to prepare you for nearly every situation you may face, from keeping an angry customer calm to explaining steps in a detailed process, to telling a customer they are wrong, and much much more! If you practice what you learn, your ability to deal with challenging situations and customers, in English, will improve dramatically.

You will be able to see my face in each video lesson, and I will use a blackboard at all times. 

Each lesson focuses on a single aspect of a particular skill. You can go at their own pace and should take their time, with lots of practice between sections. Replaying each lesson is highly recommended.

• Course Introduction
• About This Course
• Part 1: The Greeting
• Part 1: Gettiing Details
• Part 1: The Account Holder
• Part 1: "What are you calling about?"
• Part 2: Time Details
• Part 2: Getting More Details
• Part 2: Confirming Information
• Part 2: In-depth Questions
• Part 3: Phrases to Explain
• Part 3: Answering Questions
• Part 3: Overview of Phrases
• Part 4: Explaining Steps
• Part 4: Confirming Completion
• Part 4: Troubleshooting
• Part 5: Things to Keep in Mind
• Part 5: Asking for Repetition
• Part 5: "Is that about right?"
• Part 5: Numbers and Names
• Part 6: The Formula
• Part 6: Showing Empathy
• Part 6: Full Examples
• Part 6: More Empathy Phrases
• Part 6: Solutions: Reassuring
• Part 6: Solutions: Expressing Solutions
• Part 6: Solutions: Detailed Solutions
• Part 7: Ways to Say "Yes"
• Part 7: Putting Them on Hold
• Part 7: Coming Back From Hold
• Part 8: Transferring Phrases
• Part 8: When You Don't Know
• Part 8: When You Can't Help
• Part 9: Part Overview
• Part 9: Correcting Gently
• Part 9: Clarifying Service Features
• Part 10: Basic Expressions
• Part 10: Showing Your Desire to Help
• Part 10: Getting Them to Understand
• Part 10: In-depth Examples
• Part 11: Case Overview
• Part 11: Common Phrases for Exceptions
• Part 11: In-depth Examples
• Part 12: "Anything else?"
• Part 12: Future Issues
• Part 12: Ways to Say "You're Welcome"
• Part 12: Mentioning the Survey
• Part 12: Before You Hang Up
• What have we learned? What next?