Customer Service Vocabulary in Real Life B1–B2: 480 Words and Phrases for Calls, Chat, Email, Complaints and Refunds — with Exercises and Answer Key

Know the words. Use them with confidence.

You know how to be polite. But at work you also need the exact words: how to say that a refund is being processed, that a case has been escalated, that a goodwill gesture is on its way or that you need to complete a security check first. Customer Service Vocabulary in Real Life B1–B2 teaches the 480 words and phrases that contact-centre agents really use, in real calls, chats, emails and tickets from one international customer-service team.

Inside this book

• 24 chapters in four Parts: the job and the customer; products, money and problems; complaints, channels and writing; performance, sales and your career
• 20 words and phrases per chapter, with meanings in simple English, examples, B1 and B2 levels and the words that go with them
• Real calls, chats, emails and tickets that use every new word
• Exercises in every chapter, a short writing task with a model answer, four Part reviews and a complete answer key
• 96 classic mistakes ("Say this, not that"), an A–Z word list and a self-assessment checklist

Use it on its own, or with Book 1 of the series, English for Customer Service & Call Centres B1–B2: every chapter points to the matching Book 1 chapter.

Ideal for call-centre and contact-centre agents, live-chat and email support staff, help-desk teams, team leaders and job seekers who work with customers in English.