Learn Real English for Customer Service
Customer Service Vocabulary in Real Life B1–B2
480 Words and Phrases for Calls, Chat, Email, Complaints and Refunds — with Exercises and Answer Key
by Maxwel A. DMello
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New: the online English for Customer Service course with 48 marked quizzes and 1,017 questions.
About this book
Know the words. Use them with confidence.
You know how to be polite. But at work you also need the exact words: how to say that a refund is being processed, that a case has been escalated, that a goodwill gesture is on its way or that you need to complete a security check first. Customer Service Vocabulary in Real Life B1–B2 teaches the 480 words and phrases that contact-centre agents really use, in real calls, chats, emails and tickets from one international customer-service team.
Use it on its own, or with Book 1 of the series, English for Customer Service & Call Centres B1–B2: every chapter points to the matching Book 1 chapter.
What you’ll learn
- 24 chapters in four Parts: the job and the customer; products, money and problems; complaints, channels and writing; performance, sales and your career
- 20 words and phrases per chapter, with meanings in simple English, examples, B1 and B2 levels and the words that go with them
- Real calls, chats, emails and tickets that use every new word
- Exercises in every chapter, a short writing task with a model answer, four Part reviews and a complete answer key
- 96 classic mistakes ("Say this, not that"), an A–Z word list and a self-assessment checklist
Who it’s for
Call-centre and contact-centre agents, live-chat and email support staff, help-desk teams, team leaders and job seekers who work with customers in English.
Details
Learn Real English for Customer Service
More in this series
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