| Lesson 1. Welcoming Customers on the Phone and at the Desk |
| Lesson 1 drops you into a typical first contact situation: a customer calls your company or walks up to your desk. You practise simple but powerful phrases to greet them, say who you are and make them feel welcome. Through short phone and face-to-face dialogues, you notice how tone and word choice change between channels. You build a small phrase bank for morning, afternoon and evening, and learn how to sound friendly but still professional. You also practise smiling with your voice on the phone and using light small talk while you open the customer record. Short guided tasks help you choose the right greeting for different cultures and levels of formality. At the end of the lesson, you bring everything together in a short call script or face-to-face exchange from your own job, so you can start real interactions with more confidence. |
| Lesson 2. Finding Out the Reason for a Customer Contact |
| Lesson 2 focuses on the next crucial step: finding out exactly why the customer is contacting you. You listen to short calls, read chat messages and see email openings where customers explain different needs, such as placing an order, changing a booking or reporting a problem. You pick out useful question patterns for open questions and follow-up questions, and you learn simple echo questions to check information. You practise summarising the customer’s main point in one clear sentence so they feel understood. The lesson also gives you phrases for dealing with unclear or mixed messages, and for checking how urgent the request is. You finish by creating your own mini scripts for common customer situations in your job, so you can guide real conversations more confidently. |
| Lesson 3. Checking Customer Details in Orders and Bookings |
| Lesson 3 helps you handle names, numbers and references without stress. You work with realistic phone and counter situations where you must ask for and confirm names, order numbers, postcodes, email addresses and phone numbers. You learn simple spelling strategies, including how to check difficult letters and how to say numbers and dates clearly. You notice typical phrases agents use to repeat and confirm details, and you practise writing short notes while you listen or read. The lesson also covers how to politely ask customers to repeat or slow down without sounding rude. At the end, you complete a short listening or reading task, then write a clear record of the customer details in English that another colleague could easily understand. |
| Lesson 4. Explaining Products and Basic Service Information |
| Lesson 4 moves into explaining what your company actually offers. You read and listen to short exchanges where customers ask about products, services, prices, availability and delivery or booking options. You build vocabulary to describe key features and benefits in simple language, and you practise using common adjectives such as cheaper, faster and more convenient. You also learn short, natural phrases for saying what is included and what is not included in a service. Guided activities help you compare two options and make a basic recommendation that sounds polite, not pushy. By the end of the lesson you can give a clear, simple overview of your main products or services and help customers choose between basic options. |
| Lesson 5. Giving Simple Instructions in Tech and Account Support |
| Lesson 5 focuses on giving step-by-step instructions, especially for simple online and technical tasks. You follow realistic support calls and chat logs where an agent helps a customer reset a password, update details or complete a form. You notice how they use sequencing words such as first, then, next and finally to keep the process clear. You also see how they check that the customer is on the right page and how they react when something goes wrong. You practise turning complicated instructions from your company into short, clear sentences that an A2–B1 customer could follow. At the end, you guide a partner or imaginary customer through a short procedure related to your own work, using your new phrase bank. |
| Lesson 6. Managing Customer Calls with Holds and Transfers |
| Lesson 6 brings together several earlier skills and applies them to full phone calls. You work with complete call transcripts that include greeting, checking the reason for the call, confirming details, putting the customer on hold and transferring to another department. You learn natural phrases for explaining why you need to put someone on hold and for thanking them when they return. You also practise offering a callback and taking clear messages when a colleague is not available. The lesson highlights ways to keep control of the call while still sounding helpful and polite. In the final task, you plan and practise a short call from your own context, including a hold or transfer, so that real calls feel more manageable. |
| Lesson 7. Handling Simple Complaints about Orders and Service |
| Lesson 7 prepares you for one of the most stressful parts of customer service: complaints. Through short recorded dialogues and chat screenshots, you see how customers typically describe problems with deliveries, damaged items or poor service. You collect key vocabulary for different complaint types and notice how successful agents apologise and show empathy without accepting personal blame. You practise softening language so that explanations do not sound like excuses. You also learn how to move from emotion to action with clear solution phrases and simple options. Guided role plays and writing tasks help you build responses that calm the situation while still protecting company rules. By the end, you can handle straightforward complaints in a more confident, structured way. |
| Lesson 8. Explaining Refund, Return and Cancellation Policies |
| Lesson 8 takes a closer look at policies on refunds, returns and cancellations. You read simple extracts from policy pages, emails and call scripts, then rewrite them in clearer, more customer-friendly English. You learn useful vocabulary for conditions, deadlines and exceptions, and you practise using if sentences to explain what happens in different cases. The lesson also helps you refuse requests politely when company rules do not allow something, while still sounding respectful and helpful. You work on offering acceptable alternatives, such as vouchers, changes of date or partial refunds. In the final activity, you explain one of your own company policies to a customer in writing and in a short spoken script. |
| Lesson 9. Writing Clear, Polite Customer Emails and Chats |
| Lesson 9 focuses on written communication by email and live chat. You study real-world style examples of confirmation emails, simple information replies and short chat exchanges. You notice how subject lines, greetings and closings change depending on formality and channel, and how good agents use short paragraphs and clear sentence frames. You build a bank of standard phrases for thanking customers, apologising, explaining and confirming next steps. There is a focus on sounding polite but concise, not cold or mechanical. You also practise quickly checking your writing for spelling, punctuation and tone problems before you send it. By the end, you can write short, effective messages that you can adapt for many routine situations. |
| Lesson 10. Keeping Customers Informed about Delays and Issues |
| Lesson 10 trains you to communicate well when there is a delay or when you cannot solve a problem immediately. You read and listen to examples where agents explain stock shortages, technical issues or long queues. You learn phrases for giving honest but reassuring information, including realistic time frames and clear next steps. The lesson shows you how to avoid over-promising and how to offer alternatives, such as different products, time slots or channels. You also practise giving short progress updates by phone, email or chat so that customers feel informed, not forgotten. In the final task, you handle a mini case from your own context where you must manage expectations and keep the relationship positive. |
| Lesson 11. Closing Customer Contacts and Writing Case Notes |
| Lesson 11 concentrates on ending interactions professionally and logging what happened. You work with examples of call endings, chat closures and face-to-face goodbyes that feel friendly but efficient. You notice how agents summarise the problem and agreed solution in one or two clear sentences, and how they check that the customer is satisfied. You then build a small toolkit of phrases for closing calls and encouraging the customer to contact you again if needed. The second part of the lesson focuses on internal notes. You read simple case notes in a ticket system and practise writing your own short summaries using key fields. By the end, you can close conversations confidently and create notes that help colleagues understand the case quickly. |
| Lesson 12. Handling a Full Customer Case from Start to Finish |
| Lesson 12 is your capstone case. You follow one customer through a complete mini journey, from first contact to final follow-up. You see how skills from earlier lessons connect in one story: greeting, identifying the problem, checking details, explaining options, handling a small complaint, agreeing a solution and closing the interaction. Then you plan your own realistic case from your workplace, choosing the channel or combination of channels you use most. With support, you select useful phrases from your personal phrase bank and organise them into a simple script or set of notes. You finish the course by performing your case and reflecting on what went well and what you want to improve next in your real job. |
