English for Customer Service & Call Centres B1–B2: Phone Calls, Live Chat, Emails, Complaints, Refunds and More — with Model Answers and Answer Key

Every customer remembers how you made them feel.

Customers rarely remember your exact words. They remember whether you were polite, clear and helpful, and whether you solved their problem. English for Customer Service & Call Centres B1–B2 shows you how experienced agents handle real calls, chats and emails in English, from the first hello to the hardest complaint.

Inside this book

• 24 chapters on real situations: opening and closing calls, names, numbers and security checks, empathy, hold and transfer; troubleshooting, bills and refunds, orders and returns, complaints, calming angry customers and saying no politely; live chat, customer emails, templates, online reviews, apologies and case notes; ethical upgrades and retention, outbound calls, speaking clearly, escalations, QA feedback and getting a customer service job
• Before-and-after call scripts, chats and emails from one international contact-centre team
• Ready-to-use phrases marked B1 and B2, and "Say this, not that": the mistakes that make customers feel ignored or annoyed
• 240 exercises, a task with a checklist and a model answer in every chapter, four Part reviews and a complete answer key
• A phrase bank for every situation, call flows and templates, a numbers and spelling guide and a glossary

You don't need perfect English to give great service. You need to listen, stay calm and have the right phrases ready.

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