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• 1

  Start here

  • Welcome and how this course works Free Preview
  • How the chapters work Free Preview
  • How the word chapters work
• 2

  Skills: The Call: Basics That Work

  • 1 · Customer Service English That Works
  • 1 · Customer Service English That Works: quiz
  • 2 · Opening and Closing a Call
  • 2 · Opening and Closing a Call: quiz
  • 3 · Getting Details Right: Names, Numbers, Addresses and Security Checks
  • 3 · Getting Details Right: Names, Numbers, Addresses and Security Checks: quiz
  • 4 · Listening, Checking and Showing Empathy
  • 4 · Listening, Checking and Showing Empathy: quiz
  • 5 · Holding, Transferring and Calling Back
  • 5 · Holding, Transferring and Calling Back: quiz
  • 6 · Explaining Clearly: Steps, Policies and Next Steps
  • 6 · Explaining Clearly: Steps, Policies and Next Steps: quiz
  • Skills 1: answer key and model answers
• 3

  Skills: Solving Problems

  • 7 · Troubleshooting Step by Step
  • 7 · Troubleshooting Step by Step: quiz
  • 8 · Bills, Payments and Refunds
  • 8 · Bills, Payments and Refunds: quiz
  • 9 · Orders, Deliveries and Returns
  • 9 · Orders, Deliveries and Returns: quiz
  • 10 · Handling Complaints
  • 10 · Handling Complaints: quiz
  • 11 · Calming Angry Customers
  • 11 · Calming Angry Customers: quiz
  • 12 · Saying No Politely and Offering Alternatives
  • 12 · Saying No Politely and Offering Alternatives: quiz
  • Skills 2: answer key and model answers
• 4

  Skills: Chat, Email and Social Media

  • 13 · Live Chat That Feels Human
  • 13 · Live Chat That Feels Human: quiz
  • 14 · Writing Clear Customer Emails
  • 14 · Writing Clear Customer Emails: quiz
  • 15 · Using Templates Without Sounding Like a Robot
  • 15 · Using Templates Without Sounding Like a Robot: quiz
  • 16 · Replying to Reviews and Social Media Posts
  • 16 · Replying to Reviews and Social Media Posts: quiz
  • 17 · Apologising and Putting Things Right
  • 17 · Apologising and Putting Things Right: quiz
  • 18 · Case Notes, Tickets and Handovers
  • 18 · Case Notes, Tickets and Handovers: quiz
  • Skills 3: answer key and model answers
• 5

  Skills: Quality, Sales and Your Career

  • 19 · Upgrades, Offers and Keeping Customers
  • 19 · Upgrades, Offers and Keeping Customers: quiz
  • 20 · Outbound Calls, Follow-ups and Surveys
  • 20 · Outbound Calls, Follow-ups and Surveys: quiz
  • 21 · Speaking Clearly: Pace, Stress and Numbers
  • 21 · Speaking Clearly: Pace, Stress and Numbers: quiz
  • 22 · Escalations and Working with Your Team Leader
  • 22 · Escalations and Working with Your Team Leader: quiz
  • 23 · QA Feedback, Coaching and Call Scores
  • 23 · QA Feedback, Coaching and Call Scores: quiz
  • 24 · Getting a Customer Service Job in English
  • 24 · Getting a Customer Service Job in English: quiz
  • Skills 4: answer key and model answers
• 6

  Words: The Job and the Customer

  • 1 · Working in a Contact Centre
  • 1 · Working in a Contact Centre: quiz
  • 2 · Customers, Accounts and Contracts
  • 2 · Customers, Accounts and Contracts: quiz
  • 3 · Personal Details and Security
  • 3 · Personal Details and Security: quiz
  • 4 · Feelings, Tone and Empathy
  • 4 · Feelings, Tone and Empathy: quiz
  • 5 · On the Phone: Calls, Queues and Transfers
  • 5 · On the Phone: Calls, Queues and Transfers: quiz
  • 6 · Policies, Terms and Conditions
  • 6 · Policies, Terms and Conditions: quiz
  • Words 1: answer key and model answers
• 7

  Words: Products, Money and Problems

  • 7 · Products, Plans and Services
  • 7 · Products, Plans and Services: quiz
  • 8 · Billing, Charges and Payments
  • 8 · Billing, Charges and Payments: quiz
  • 9 · Refunds, Credits and Compensation
  • 9 · Refunds, Credits and Compensation: quiz
  • 10 · Orders, Stock and Delivery
  • 10 · Orders, Stock and Delivery: quiz
  • 11 · Returns, Faults and Warranties
  • 11 · Returns, Faults and Warranties: quiz
  • 12 · Technical Problems and Troubleshooting
  • 12 · Technical Problems and Troubleshooting: quiz
  • Words 2: answer key and model answers
• 8

  Words: Complaints, Channels and Writing

  • 13 · Complaints and Escalations
  • 13 · Complaints and Escalations: quiz
  • 14 · Difficult Situations and Calm Language
  • 14 · Difficult Situations and Calm Language: quiz
  • 15 · Live Chat and Messaging
  • 15 · Live Chat and Messaging: quiz
  • 16 · Email and Written Replies
  • 16 · Email and Written Replies: quiz
  • 17 · Reviews, Social Media and Reputation
  • 17 · Reviews, Social Media and Reputation: quiz
  • 18 · Tickets, Case Notes and Systems
  • 18 · Tickets, Case Notes and Systems: quiz
  • Words 3: answer key and model answers
• 9

  Words: Performance, Sales and Your Career

  • 19 · Sales, Offers and Retention
  • 19 · Sales, Offers and Retention: quiz
  • 20 · Metrics, KPIs and Quality
  • 20 · Metrics, KPIs and Quality: quiz
  • 21 · Teamwork, Shifts and Coaching
  • 21 · Teamwork, Shifts and Coaching: quiz
  • 22 · Numbers, Dates, Times and Spelling
  • 22 · Numbers, Dates, Times and Spelling: quiz
  • 23 · Workplace Wellbeing and Rules
  • 23 · Workplace Wellbeing and Rules: quiz
  • 24 · Interviews and Career Words
  • 24 · Interviews and Career Words: quiz
  • Words 4: answer key and model answers
• 10

  Reference

  • Phrase bank, call flows and templates
  • Word list A–Z, classic mistakes and self-assessment
• 11

  Downloads and next steps

  • Download the 2 books (EPUB)
  • Your certificate and what to do next