Online English for Customer Service & Call Centres Course B1–B2: Calls, Chat, Email, Complaints & Refunds

The online English course for customer service and contact centres: how experienced agents handle calls, live chat, emails, complaints and refunds in English, and the 480 words and phrases they use every day, with 1,017 auto-marked questions.

Enrol now · €49.00 Try 2 lessons free

Pay once, lifetime access · Study on phone or computer · Every answer explained

What's inside

• 11 modules, 111 lessons, 48 quizzes with 1,017 questions, all marked automatically and explained
• Skills (24 chapters): openings and closings, names, numbers and security checks, troubleshooting, bills and refunds, orders and returns, complaints and angry customers, live chat, emails, templates, social media, sales and quality
• Words (24 chapters): 480 words and phrases for accounts, billing, refunds, deliveries, faults, complaints, chat, email, KPIs and teamwork
• Model calls, chats and emails from one international customer-service team, “say this, not that” tables and model answers for every writing task
• Phrase bank, call-flow and message templates, a word list A–Z and both ebooks (EPUB)

Try 5 questions from the course

Click an answer to see straight away whether it is right, with the explanation.

1. Choose the better version

   a) Yeah, Voltaro, hi.b) Good afternoon, you’re through to Voltaro Energy. My name’s Luis.

2. Choose the better version

   a) Can I get all your details?b) Could you confirm your full name, please?

3. I’m going to refund £34 to ______ 4821.

   a) Would a payment plan helpb) You should see it withinc) the card endingd) That was our mistake

4. Odd one out: which one doesn't belong?

   a) break upb) dropc) get cut offd) get through

5. Odd one out: which one doesn't belong?

   a) rudeb) abusivec) aggressived) neutral

How it works

After you pay, you log in at the Kognixr shop (shop.kognixr.com) and start straight away. Your progress is saved. To come back later, use “My downloads & courses” in the footer.

Who it is for

Call-centre and contact-centre agents, live-chat and email support staff, help-desk teams, team leaders and job seekers at B1–B2 who work with customers in English. Prefer the books? English for Customer Service & Call Centres · Customer Service Vocabulary in Real Life, or the Learn Real English for Customer Service series.

Independent self-study course by Kognixr. It does not lead to an official certificate.

Questions and answers

What level do I need?

B1 to B2. If you can handle simple conversations in English but want to sound calmer and more professional with customers, it is for you. Not sure? Take the free 2-minute level test first.

Does it cover phone calls and live chat?

Yes. It covers calls, live chat, emails and tickets, from the first hello to complaints, refunds and escalations.

Do I get a certificate?

You get a Kognixr certificate of completion. It is not an official language certificate.

How long do I have access?

For life. You pay once, there is no subscription, and you can repeat every lesson and quiz as often as you like.

Can I study on my phone?

Yes. The course runs in your browser on phone, tablet or computer, and your progress is saved.

Can I try it first?

Yes. The first 2 lessons are free, and you can try 5 sample questions on this page.