In this lesson, we’re going to look at language and skills for controlling a telephone call.
Lesson Objectives
- Showing that you’re listening.
- Focusing the caller.
- Buying time.
- Empathizing before moving on and presenting options.
In the dialog, we’ll hear a conversation between Mary and Oliver. Oliver works in customer service for an Internet service provider, and Mary is calling about a problem she’s having with her Internet connection. We’ll hear Oliver carefully control the conversation and guide it to a logical conclusion.
Lesson Content: Podcast | Study Notes | Online Practice | PhraseCast
