Business English Lessons for Customer Service
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 …
This is the second of a two-part lesson dealing with angry callers on the phone. Lesson Objectives Explaining a problem. Suggesting a solution. Handling difficult or angry customers. Handling things when your company has made a mistake. In today’s dialog, we’ll hear more of a conversation between Diana, a Customer Care agent for a …
This is the first lesson in a two-part series on dealing with an angry caller on the phone. Lesson Objectives Calming down an angry caller. Using a calm tone of voice. Letting the caller know you’re listening. Acknowledging an angry customer’s frustrations by showing empathy. Clarifying problems so you can solve them quickly. Let’s …
In this lesson we’re going to look at discussing problems over the phone. For the example today, we’ll focus on chasing up an outstanding invoice, or a bill that hasn’t been paid on time. Lesson Objectives: Introducing the problem. Clearly stating the details of the problem. Making an offer. Proposing a solution.
