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Customer Service Spanish: Phone, Chat and Email at Work
New
Customer Service Spanish: Phone, Chat and Email at Work
Handle orders, delays, returns, refunds and upset customers in polite Spanish — by phone, live chat and email.
Created byAlfonso Garcia
Last updated 10/2026
English
What you'll learn
- Use polite usted consistently with customers, by phone, chat and email
- Open, hold, transfer and close a support contact in natural Spanish
- Say and confirm order numbers, prices, dates and email addresses
- Handle order status, delays, stock, missing packages, returns, refunds and payments
- Calm upset customers, say "no" politely and offer real alternatives
- Escalate a case with a case number and a callback time
- Write formal customer-service emails and short, polite chat messages
Explore related topics
Course content
6 sections • 20 lectures • 2h 17m total length
Requirements
- Basic Spanish helps (greetings, numbers, present tense of ser, estar, tener, poder), but beginners can follow
- No software and no textbook — a device, headphones and a place where you can speak out loud
- About 15 minutes a day; every lesson is under ten minutes
Description
A customer calls and says: "Hola, ¿dónde está mi pedido?" What do you say next?
If you work with customers in the US, sooner or later one of them will speak Spanish. Maybe you know a little Spanish from school or an app. But at work you need something different: the polite form, the exact phrases for a late package or a refund, and the confidence to put someone on hold without sounding rude.
This course gives you exactly that, and nothing else.
You spend one working day at the support desk of BrightBay Electronics, a fictional online store. Lucía, the senior agent, shows you how she handles every situation. Ryan, the new hire, makes the mistakes English speakers really make, so you hear the wrong version and the right one side by side. Customers call, chat and write in, and every lesson turns one real situation into Spanish you can use on your next shift.
What you will be able to do
- Speak in polite usted every time, and keep the verb, su and le all formal in the same sentence
- Open and close any call, chat or email: greet, give your name, offer help, ask for details and put a customer on hold politely
- Read back order numbers, prices, dates, phone numbers and email addresses without freezing
- Handle the eight situations every store faces: order status, shipping delays, out-of-stock items, missing or damaged packages, returns, troubleshooting and warranties, refunds, and payment problems
- Calm an upset customer with empathy that sounds natural, say "no" politely, and always offer what you can do
- Escalate properly: transfer the call, give a case number and promise a callback you can keep
- Adapt to each channel: spelling names on a bad phone line, short and fast live chat, and formal email
- Recognise the words customers from Spain use differently, without changing how you speak
How the lessons work
Every lesson follows the same rhythm: a clear explanation in English, ready-to-use phrases in Mexican Spanish, the one mistake English speakers always make, two practice rounds with a silent pause for you to answer out loud, a dialogue at the BrightBay desk, and a lightning review that goes English → your answer → Spanish, so you recall instead of just recognise. Lessons are six to nine minutes long.
You also get:
- A one-page cheat sheet for every lesson
- A short quiz after every two lessons, so you can check what stuck
- A Support Pack you can use at work: a Phone Card with every call line in order, ready-made chat messages and email templates, and a bilingual policy sheet you can adapt to your own store
Who this is for
- Customer support agents, call-center and live-chat staff
- Online sellers and e-commerce and marketplace store owners
- Retail, front-desk and delivery workers who serve Spanish-speaking customers
- Small business owners who want their team to cope in Spanish
What you need
Basic Spanish helps — greetings, numbers to 100, and the present tense of ser, estar, tener and poder. Absolute beginners can still follow, because every phrase is taught as a ready-made chunk you can use right away.
The Spanish you'll hear is neutral Latin American Spanish with Mexican vocabulary — paquetería, celular, audífonos, computadora — the variety most customers in the US speak. A full lesson covers the Spain alternatives, so nobody surprises you.
All store names, products, prices, order numbers and customers in the course are fictional sample data.
Press play on Lesson 1, and by the end of the course you'll handle a full shift — phone, chat and email — in polite, natural Spanish.
Who this course is for:
- Customer support agents, call-center and live-chat staff who serve Spanish-speaking customers
- Online sellers and e-commerce and marketplace store owners
- Retail, front-desk and delivery workers who help Spanish-speaking customers
- Small business owners who want their team to cope politely in Spanish