E18-IntermediateLevel-Dealing with Customers on the Phone 2

Episode title: Dealing with Customers on the Phone 2

Level: Intermediate

Duration: 00:16:04

In this episode, we’ll look at some of unexpected situations. We’ll discuss ways to tell a caller what’s happening during the call and how to politely question and clarify if you don’t hear or understand something. We’ll cover language for signaling that a call is about to end, and how to politely finish the call.

In the last episode, we met Leroy and Paul. Leroy is a customer care agent for a credit card company. Paul is a customer whose card is about to expire. He hasn’t received a replacement card yet and Leroy is helping him.