BEP 161 – Dealing with Customers on the Phone 1

 
This is the first in a two-part lesson on dealing with telephone inquiries.

Lesson Objectives

  • Answering the phone and identifying yourself.
  • Verifying a caller’s name.
  • Confirming something a caller says.
  • Clarifying an inquiry by restating it.

In this dialog you will hear a conversation between Leroy, a customer service rep at a credit card company, and Paul, a customer. Paul has some concerns about his account and Leroy is helping him.

Lesson Content: Podcast | Study Notes | Online Practice | PhraseCast

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