Customer Service English Essentials
4.4 (2,038 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
4,935 students enrolled

Customer Service English Essentials

Learn the English phrases, sentences, and tips you'll need to handle customer service situations over the phone.
4.4 (2,038 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
4,935 students enrolled
Created by Luke Priddy
Last updated 1/2019
English
English [Auto]
Current price: $69.99 Original price: $99.99 Discount: 30% off
5 hours left at this price!
30-Day Money-Back Guarantee
This course includes
  • 7 hours on-demand video
  • 13 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Master phrases for handling difficult or angry customers
  • Learn many expressions for handling a variety of CS situations
  • Understand how to structure logical explanations and answers
  • Use empathetic language to create a connection with customers
  • Resolve communication problems effectively
Requirements
  • A basic understanding of customer service
  • The ability to understand some spoken English without help
Description

Isn't it frustrating when you have to deal with an unhappy customer on the phone, especially when you're using your second language? It can be a big challenge to express yourself clearly and help a customer resolve their problem, while at the same time trying to show empathy and remain professional. I designed this course to help you get the confidence and English expressions needed to resolve issues with even the most difficult clients.

This course is meant for non-native English speakers who deal with English-speaking customers daily, particularly over the phone. You will learn many common English expressions in this course, as well as common vocabulary and tips about intonation and stress to give your spoken English a more native sound (especially over the phone). This course falls in the category of business English.

Each lesson is designed to prepare you for nearly every situation you may face, from keeping an angry customer calm to explaining steps in a detailed process, to telling a customer they are wrong, and much much more! If you practice what you learn, your ability to deal with challenging situations and customers, in English, will improve dramatically.

You will be able to see my face in each video lesson, and I will use a blackboard at all times. 

Each lesson focuses on a single aspect of a particular skill. You can go at your own pace and should take their time, with lots of practice between sections. Replaying each lesson is highly recommended.

Who this course is for:
  • Non-native English speakers working in Customer Service
  • This course is not for native English speakers
Course content
Expand all 48 lectures 06:44:47
+ Introduction
1 lecture 04:09

This course is meant for non-native English speakers who deal with English-speaking customers on a daily basis, particularly over the phone. Each lesson is designed to prepare you for nearly every situation you may face, from keeping an angry customer calm to explaining steps in a detailed process, to telling a customer they are wrong, and much much more!

Remember:

  • Take notes throughout the course.

  • Make your own examples to ensure maximum retention 


  • Cases used in this course are only for the sake of focus. Most of the expressions and sentence patterns we will learn are universal.

Preview 04:09
+ Greeting Customers
4 lectures 24:19

Learn a variety of ways to start the call, from simple greetings to more formal salutations. This lesson will focus on the tone and connotation of different ways to say 'hello', among other phrases.

Preview 07:16

Learn how to ask questions to get essential details before you start dealing with the customer's issue.

Preview 03:58

Learn phrases to confirm identity, and how to deal with a situation in which one person is speaking on behalf of another.

The Account Holder
05:59

When it's time to find out the purpose of your customer's call, you need to ensure you're getting the right information. In this lesson, learn to ask clear questions in order to better understand the issue.

"What are you calling about?"
07:06
+ Follow-up Questions
4 lectures 27:58

Learn to ask about how long an issue has been happening, as well as other background details about a particular issue.

Time Details
09:01

Learn ways to push further when an issue hasn’t been fully explained. This is crucial to making sure that the solution is actually relevant to the problem.

Getting More Details
05:50

Once you feel you understand the issue, confirm your understanding. Do this by using specific phrases from this lesson.

Confirming Information
04:02

Sometimes it is necessary to dig still further into a customer’s issue. In this lesson, learn how to push for details both with specific questions and with simple requests for information.

In-depth Questions
09:05
+ Explaining a Service
3 lectures 28:50

Learn simple phrases useful in gently getting simple information about a particular service across, as well as key vocabulary to describe it. These phrases can be used to explain nearly any service or product.

Phrases to Explain
13:50

When customers explain what they think a product or service includes, or what it does—whether they are right or wrong—you should be able to effectively and politely let them know whether they correct, and then add some detail in your own words.

Answering Questions
11:35

This lesson is a simple overview of the phrases learned in this section. Remember to review the expressions covered in this section by making your own examples, then making variations of those examples.

Overview of Phrases
03:25
+ Doing a Walkthrough
3 lectures 33:52

Learn key tips to keep in mind when describing the steps of a process, as well as critical phrases for walking your customer through the things they need to complete in order to resolve their issue.

Explaining Steps
20:21

When talking on the phone, it is critical to making sure each step is complete before moving onto the next. Learn phrases for confirming that a particular step has been done.

Confirming Completion
05:29

Learn ways to handle unexpected problems throughout the walkthrough. These phrases will allow you to express hypotheticals and desirable outcomes.

Troubleshooting
08:02
+ Communication Gaps
4 lectures 33:02

Learn a few useful tips for handling communication gaps, particularly those due to accent. Keeping these in mind will allow you to remain balanced, which in turn will keep the customer calm.

Things to Keep in Mind
06:53

Sometimes things need to be repeated. There is a wrong way to do this (What?) and quite a few right ways. Learn how to ask the customer to say something again without making them impatient.

Asking for Repetition
10:28

Sometimes you’ll need to say what you think you heard, and then confirm whether or not that’s actually what the customer meant. Learn expressions for doing this effectively.

"Is that about right?”
09:12

It’s very easy to misunderstand a number or name that was said over the phone. Learn how to make sure you get the right details in order to avoid future problems.

Numbers and Names
06:29
+ Angry Customers
7 lectures 01:13:18

Having a basic structure for handling an unhappy customer can put your mind and ease and help you focus on ‘how’ to say what you want to say rather than ‘what’, which is very important. In this lesson, learn the basic formula for doing this.

The Formula
09:42

Showing empathy will allow you to make a connection. If you can make a connection, the customer’s anger will dissipate more quickly. Establishing empathy is a way to remind the customer that you’re a person, not just a robot at the other end of the phone. This is the best way to dissolve tension.

Showing Empathy
08:31

In this lesson, we’ll look at in-depth examples using the phrases learned earlier in the section. Context is the key to learning, and so is practice, so remember to make your own examples!

Full Examples
14:12

Learn a few more useful expressions for talking with frustrated or furious customers over the phone. These phrases have many applications.

More Empathy Phrases
08:22

After you’ve established an empathetic connection with an angry customer, it’s a good idea to reassure them that you’re willing and able to help. In this lesson, learn phrases to reassure.

Solutions: Reassuring
15:03

Learn how to lay out a clear solution to a particular issue, and make sure that the customer actually accepts the solution that you are providing.

Solutions: Expressing Solutions
09:05

In this lesson, we’ll look at full examples of solutions so that you can see how the expressions we’ve learned so far can actually be put into practice.

Solutions: Detailed Solutions
08:23
+ When They Need to Wait
3 lectures 27:25

Learn common phrases to give an affirmative answer, including both formal and informal expressions.

Ways to Say ‘Yes’
08:43

Learn how to ask a customer to wait on hold while you either look into their case or speak to someone who can help you resolve the issue better.

Putting Them on Hold
13:24

Learn the best ways to let the customer know that the hold is over so that the call can be resumed without any awkwardness or tension.

Coming Back From Hold
05:18
+ Passing to Others
3 lectures 29:27

Learn core phrases to explain why you need to have the customer talk to someone else.

Transferring Phrases
08:49

Learn expressions to let the customer know that you don’t know how to resolve their issue, but in a way that keeps them from losing confidence in your company’s ability to deal with the problem.

When You Don’t Know
11:00

Learn expressions for telling the customer that you don’t have the authorization to resolve an issue, or perhaps that they have in fact called the wrong department.

When You Can’t Help
09:38
+ Correcting a Misunderstanding
3 lectures 27:31

In this lesson, we’ll simply focus on an overview of some ideas in this section, including an explanation of the case.

Section Overview
05:16

Learn ways to soften language in order to make contradictory or direct feedback more palatable. In this lesson, we’ll focus on the feelings that words create, rather than the explicit meaning they convey.

Correcting Gently
09:09

Learn useful expressions for ensuring that information about a service or feature has not been misunderstood.

Clarifying Service Features
13:06