English For Customer Service And CAll Center Professionals

Published 5/2025
MP4 | Video: h264, 1920×1080 | Audio: AAC, 44.1 KHz

Clear, Confident, Scenario Based Communication Hacks for Every Interaction in Customer Service for Every Situation
What you’ll learn

Ask clear, concise questions to gather relevant information, verify customer data, and ensure accurate follow-up.

Handle difficult situations and upset customers with empathy, using appropriate language to de-escalate tensions and resolve issues.

Write professional and customer-friendly emails and messages that align with customer service expectations and communication best practices.

Use empathetic and respectful language when addressing customer misunderstandings or customer-caused issues.

Requirements

No prior customer service experience required, though it will be beneficial.

Access to a computer or mobile device with internet for course materials and communication exercises.

Description

Overview

Lecture 1 Course Introduction

Lecture 3 Acquiring Preliminary Data

Lecture 4 Best Practice for Account Verification

Lecture 5 Discerning The Purpose of Customer Contact

Lecture 6 Asking When Incidents Occured

Lecture 7 Qualitative and Quantitative Questions

Lecture 8 Confirming Infromation

Lecture 9 How to Ask Sensitive Questions

Lecture 10 Terminology for Service Explanations

Lecture 11 Proactive Response Strategies for Addressing Customer Queries

Lecture 12 Upselling Tips

Lecture 14 Confirming After Task Completion

Lecture 15 Tips for Basic Troubleshooting

Section 5: The Secrets of Bridging Communication Gap

Lecture 16 Identifying and Understanding Communication Gaps

Lecture 17 Communication Best Practices

Lecture 18 Soliciting Repeats for Clarity

Lecture 19 Verifying Received Information

Lecture 20 Confirming Key Customer Details

Section 6: Dealing Upset Customers

Lecture 21 Techniques to De-escalate Tensions

Lecture 22 Empathy in Action: A Guided Approach
Lecture 23 Solution Provisioning: Real-world Strategies

Section 7: Efficiently Managing Customer Hold Time

Lecture 24 Affirmative Language for Hold Times

Lecture 25 How to Initiate and Conclude Hold Periods – Best Tips

Lecture 26 What to Say While Transferring Calls?

Section 8: Specialist Referrals: When and How

Lecture 27 Criteria for Specialist Referral in Customer Service

Section 9: Clarifying Misconceptions

Lecture 29 Tactful Correction Techniques

Lecture 30 Clearing Up Service Feature Misunderstandings

Lecture 31 The Importance of Active Listening

Section 10: Addressing Customer-Induced Issues

Lecture 33 Demonstrating a Willingness to Assist

Section 11: Policy Exceptions: Balancing Rules and Customer Loyalty

Lecture 34 Criteria for Making Exceptions

Lecture 35 Verbal Techniques for Communicating Exceptions

Lecture 36 Measuring the Impact on Customer Loyalty

Lecture 37 Comprehensive Issue Resolution: A Checklist

Lecture 38 Closing Phrases

Lecture 39 How to Mention the Post-Interaction Surveys
Lecture 40 Proper Protocols for Ending the Call

Lecture 41 Effective Letters and Email Writing Techniques

Lecture 42 Formal and Informal Writing Styles

Lecture 43 The Five Cs of Customer Care Writing