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.

1. Listening to a model call ending.

In this lesson we focus on how to finish customer contacts in a clear, professional way and then record what happened. In this first part, I would like you to listen to the end of a real-style phone call. Imagine you work for an online electronics shop called CityElectro. A customer, Anna Green, called because her new headphones did not arrive on time and then arrived damaged. Earlier in the call you already apologised and agreed the solution. Now you will hear only the final minute of the conversation, where the agent closes the call. While you listen, pay attention to three things. First, how does the agent summarise the problem and the solution. Second, what does the agent say about the next steps and time frame. Third, how does the agent check that Anna is happy and say goodbye politely. Do not worry about every single word. Just try to understand the general meaning, and listen for the key phrases at the end. After the audio, you will see the task on the screen and you will write a short summary of what you understood.

The situation.

You are helping a customer at the end of a phone call. Most of the work is already done: you listened, you checked the order and you agreed a solution. However, the last minute of the call is still very important. This is the moment when you:

• show the customer that you understood their problem;
• confirm the solution and next steps;
• check that they are satisfied;
• and close the call in a friendly, efficient way.

In the audio at the top of this block, you will hear the end of a call between Anna Green and an agent at CityElectro.

What you will hear.

Listen for:

• a short summary of the problem and solution, for example: "So today we looked at your delivery problem." or "We agreed that we will send a replacement item.";
• clear information about what happens next, for example: "You should receive a confirmation email shortly.";
• a satisfaction check, such as: "Are you happy with this solution?";
• a polite closing, like: "Is there anything else I can help you with today?" and "Have a nice day and thank you for calling."

You do not need to copy the exact words now. Just notice the order of the ideas and how calm and confident the agent sounds.

Your mini-task.

After you listen, you will write two or three sentences in your own words:

1. One sentence about the problem.
2. One sentence about the solution and next step.
3. (Optional) One sentence about how Anna feels at the end.

Do not worry if your grammar is not perfect. Focus on the key information and use simple, clear English.

Practice & Feedback

Listen to the end of the call carefully at least once, and twice if you can. Then, in your own words, write two or three full sentences explaining what happened at the end of the call.

Please include:

• What was Anna's main problem?
• What did the agent and Anna agree as the solution?
• What did the agent say about the next steps or timing?

You do not need to write a dialogue. Just write a short summary, as if you were telling a colleague what happened. Use simple phrases like "The problem was…", "They agreed that…", "She will…". Aim for about 40–70 words in total.

2. Noticing useful summary phrases.

You have just listened to how the agent closed the call with Anna. Now we will look more closely at the language the agent used to summarise the problem and solution. Being able to do this in one or two clear sentences is an important skill. It shows the customer that you have really listened and it also helps you later when you write internal notes. In this block, you will see some typical summary phrases on the screen. I will guide you to notice the patterns, like how we often start with words such as "So" or "To summarise". You will also see examples that use the chunk bank phrases from this lesson, for example, "So today we looked at your delivery problem" and "We agreed that we will send a replacement item". After reading the examples, you will practise writing your own short summary for a similar case. Do not worry about being creative. Use the models, change the details, and focus on making your sentences short, clear and polite.

Why short summaries help.

At the end of an interaction, the customer often has a lot of information in their head: order numbers, email addresses, times, names. A short summary helps them feel calm and clear. It also makes it easy for you to write internal case notes later, because you can reuse the same structure.

Common patterns for summarising.

Look at these useful sentence frames. They match the chunk bank for this lesson:

• So today we looked at your [problem].
• To summarise, your problem was [short description of issue].
• We agreed that we will [solution / action].
• You should receive [information about next step or deadline].

Here are two example endings from CityElectro calls.

Example 1.

> So today we looked at your delivery problem. To summarise, your problem was a late order and a damaged item. We agreed that we will send a replacement item, and you should receive a confirmation email shortly.

Example 2.

> To summarise, your problem was that the laptop did not start correctly. We agreed that you will send it back to us and we will repair it. You should receive a return label by email within the next hour.

Notice that each summary:

• is only one or two sentences;
• uses simple past forms: your problem was…;
• repeats the customer's main words: late order, damaged item, did not start;
• ends with what will happen next.

You do not need to copy these exactly. Think of them as templates you can change for your own calls.

Practice & Feedback

Read the examples on the screen again and notice the structure:

1. One part for the problem.
2. One part for the solution and next step.

Now imagine this situation at CityElectro:

> A customer called because their phone charger stopped working after two days. You apologised and agreed to send a free replacement. The customer will get an email with a tracking link today.

Write one or two sentences to summarise this, as if you are speaking to the customer at the end of the call. Try to use at least one of these phrases: "So today we looked at…", "To summarise, your problem was…", "We agreed that we will…", "You should receive…". Aim for about 25–45 words.

3. Checking satisfaction in a live chat.

Closing a live chat is similar to closing a phone call, but the style is often a bit shorter and more direct. Customers still want to know three things: what you did, what will happen next and whether they can contact you again if there is a problem. In this block we will focus on the satisfaction check and final help offers, but this time in a chat window. Imagine you are now chatting with a customer called Mark, who contacted CityElectro via live chat because he could not log in to his account. You have already reset his password and he has confirmed that he can now access his account. Your job is to close the chat in a friendly, efficient way. On the screen you will see a short chat transcript that stops just before the closing. You will continue the conversation by writing the last few messages as the agent. As you write, try to use phrases such as "Are you happy with this solution?", "Is there anything else I can help you with today?" and a simple thanks and goodbye. Keep each message short, like real chat language, but make sure the tone is warm and professional.

Moving from solution to satisfaction.

On chat, customers often want help quickly, but the final moments are still important. A good closing makes the customer feel that you care about their experience, not just the technical solution.

Typical closing steps in live chat:

1. Confirm the solution worked.
2. Check satisfaction.
3. Offer any final help.
4. Say thank you and goodbye.

Here are some useful phrases for steps 2–4:

• Are you happy with this solution?
• Is everything working as expected now?
• Is there anything else I can help you with today?
• Thank you for contacting CityElectro via chat.
• Have a nice day.

Chat example up to the closing.

Below is a short chat between Mark and an agent. Read it to understand the situation.

> Mark: Hi, I cannot log in to my account.

>

> Agent: Hi Mark, thank you for contacting CityElectro. I am sorry you are having trouble logging in. I will try to help. Can I check your email address, please?

>

> Mark: It is mark.wilson@example.com.

>

> Agent: Thank you. One moment while I reset your password.

>

> Agent: I have now reset it. I have sent a temporary password to your email. Please try to log in with that.

>

> Mark: Yes, it works now, thank you.

Now it is time to close the chat politely.

Think about how you can:

• confirm that everything is OK;
• check if Mark needs anything else;
• thank him and end the chat in one or two short lines.

Practice & Feedback

Imagine you are the agent in this CityElectro live chat with Mark. He has just written: "Yes, it works now, thank you.".

Write the last three or four chat messages from you to close the conversation. For example:

• message 1: a satisfaction check, like "Are you happy with this solution?";
• message 2: an offer of any final help, like "Is there anything else I can help you with today?";
• message 3: a friendly thanks and goodbye.

Keep each message short, similar to real chat. Use phrases from this lesson such as "Are you happy with this solution", "Is there anything else I can help you with today", "Thank you for your time today", "Have a nice day". Aim for a total of 30–60 words spread over several lines, and write it like a chat script, not one long paragraph.

4. Putting the full phone closing together.

You have now practised two important pieces of the closing: summarising the problem and solution, and checking the customer's satisfaction. In this block we will combine everything into one full closing for a phone call. We will keep the situation simple and realistic. Imagine you are still working at CityElectro. A customer, Mr Patel, called because his new tablet was not turning on. Earlier in the call, you checked his order, guided him through some tests and discovered that the tablet is faulty. You apologised and offered a replacement. He accepted. Now you need to finish the call. On the screen, you will see a model closing that follows a clear structure: summary, agreement, next steps, satisfaction check and farewell. Read it slowly and notice how each sentence has a job. After that, you will write your own closing for the call with Mr Patel. Try to use chunks from the lesson, such as "To summarise, your problem was…", "We agreed that…", "You should receive…", and "Is there anything else I can help you with today?". Remember, you are speaking to a real person, so keep your tone calm, respectful and friendly.

A full closing structure.

Here is a simple structure you can use at the end of most customer calls:

1. Summary of the problem.
2. Summary of the solution and any agreed actions.
3. Next steps and time frame.
4. Satisfaction check.
5. Friendly farewell.

Model closing with Mr Patel.

> Agent: So today we looked at the problem with your new tablet, Mr Patel. To summarise, your problem was that the tablet did not turn on at all.

>

> Agent: We agreed that we will send you a replacement tablet and arrange a free collection of the faulty one.

>

> Agent: You should receive a confirmation email shortly with the new order number. The replacement should arrive within three working days.

>

> Agent: Are you happy with this solution?

>

> Mr Patel: Yes, that is fine, thank you.

>

> Agent: You are welcome. Is there anything else I can help you with today?

>

> Mr Patel: No, that is all.

>

> Agent: Thank you for your time today, Mr Patel. Have a nice day and thank you for calling CityElectro. Goodbye.

What to notice.

• The agent repeats the customer's name near the end.
• Each sentence is short and focused.
• The agent uses polite, soft language: "Are you happy with this solution?", "Is there anything else I can help you with today?".
• The farewell includes thanks and a good wish.

When you write your own closing, follow the same order, but use your own words if you prefer.

Practice & Feedback

Now it is your turn to create a full closing for the call with Mr Patel.

Remember the situation:

> Mr Patel's new tablet does not turn on. You checked it with him and decided it is faulty. You apologised earlier in the call. He agreed to receive a replacement and to return the faulty tablet.

Write what you, the agent, say from the start of the closing until the goodbye. Use 4–6 sentences and follow this order:

1. Summary of the problem.
2. Summary of the solution.
3. Information about next steps and time frame.
4. A satisfaction check.
5. A short offer of any final help.
6. A thank you and goodbye.

Try to include at least two phrases from the lesson, such as "To summarise, your problem was…", "We agreed that we will…", "You should receive…", "Are you happy with this solution". Aim for about 60–90 words.

5. Reading and improving internal case notes.

Closing the call or chat is only part of your job. Very often, you also need to record what happened so that colleagues can understand the case quickly. These are your internal case notes. The style here is different from speaking to a customer. We usually write short, clear sentences or even just key phrases. However, we still need to include the most important information: the problem, what we did, and what will happen next. In this block, we will look at a simple case note for one of the situations you have already seen. You will compare a weak version and a better version, and notice what makes the second one more useful. Then you will practise by improving a poor case note yourself. As you work, pay attention to vocabulary from this lesson such as "Customer reported that…", "Action taken", "Next step" and "Follow up due on". These little labels help you organise your notes and save time for your colleagues.

Why internal notes matter.

Internal case notes are not for the customer. They are for you and your colleagues. Good notes mean:

• your colleague can read the case and understand it in a few seconds;
• if the customer calls again, you do not have to ask them to repeat everything;
• you remember what you promised, including deadlines and next steps.

Weak vs strong notes.

Look at these two versions of a note about Anna's damaged headphones.

Weak note.

> Customer had problem with order. I will sort it.

This note is too short and too vague. We do not know:

• what the exact problem was;
• what action the agent took;
• what will happen next and when.

Improved note.

> Customer reported that the headphones arrived late and damaged.

> Action taken: apologised, arranged express replacement and free return of damaged item.

> Next step: customer will receive confirmation email with tracking number today.

> Follow up due on: 2 working days if replacement not delivered.

This version uses some of the note-taking chunks from the lesson:

• Customer reported that…
• Action taken: …
• Next step: …
• Follow up due on: …

and includes all key facts.

When you write your own notes, you do not need long paragraphs. Use short lines with clear labels and simple past verbs.

Practice & Feedback

Now you will improve a weak internal note for another familiar situation.

Here is the situation:

> Mr Patel called because his new tablet did not turn on. You checked the order, did some tests with him and decided the tablet is faulty. You apologised and agreed to send a replacement tablet and collect the faulty one for free. You told him he would receive a confirmation email today and the replacement in three working days.

Here is the weak note you wrote quickly:

> Customer problem with tablet. We talked and I will send a new one.

Rewrite this as a clear internal case note. Use short lines with labels like "Customer reported that…", "Action taken:", "Next step:", "Follow up due on:". Include the key details and a realistic follow-up date. Aim for 3–5 short lines, not one long paragraph.

6. Final task closing and noting a full case.

You have now practised three key skills: summarising the problem and solution for the customer, checking satisfaction and writing clear internal case notes. In this final block, you will put everything together in one mini performance task. Imagine this is the end of your working day at CityElectro. You have just finished a phone call with a new customer, Maria Lopez. She called because her laptop was very slow and often froze. You checked a few things with her and discovered that the problem is a known software issue. During the call, you apologised and guided her to install an update. The update worked, and her laptop is now faster. You agreed that if the problem comes back, she can contact you again. Your job now has two parts. First, you need to close the call with Maria in a clear, friendly way. Second, you need to write an internal note so your colleagues know what happened. On the screen you will see a short description of the case and a reminder of useful phrases. Then you will write your customer closing and your internal note in one answer.

Your final integrated task.

This is your chance to show that you can close a case and record it clearly.

The Maria Lopez case.

You work for CityElectro. Read this summary of the call:

• Maria Lopez called because her laptop was very slow and often froze.
• You checked some basic things and identified a known software issue.
• You apologised for the problem.
• You helped her install a software update.
• After the update, the laptop worked normally again.
• You told her she can contact you again if the problem returns.

Now you need to:

1. Close the call with Maria.
2. Write internal case notes for your ticket system.

Useful language reminders.

For the customer closing, you can use:

• So today we looked at…
• To summarise, your problem was…
• We agreed that…
• You should receive… (or another next-step phrase, for example, "Your laptop should now work normally".)
• Are you happy with this solution?
• Is there anything else I can help you with today?
• Thank you for your time today. Have a nice day and thank you for calling.

For the internal note, you can use:

• Customer reported that…
• Issue: …
• Action taken: …
• Next step: …
• Follow up due on: … (for example, "no follow up" or a date if needed).

Think about clarity and order. A colleague should be able to read your notes and understand the case in a few seconds.

Practice & Feedback

Write your answer in two parts in one message.

Customer closing for Maria

Write what you say at the end of the call to Maria. Use 4–6 sentences. Include:

• a short summary of her problem,
• what you did together,
• what will happen next or what she should do if the problem returns,
• a satisfaction check,
• thanks and goodbye.

Internal case note

On a new line, write clear notes for your system using short lines with labels, for example:

> Customer reported that…

> Issue: …

> Action taken: …

> Next step: …

> Follow up due on: …

You can write "Follow up due on: none" if no follow up is needed. Aim for a total of 90–130 words across both parts.