Free practice session · English for Work · B1–B2 · Customer service · 5–7 minutes
Sound helpful on every call
Twelve real moments from calls and chats: choose the reply that sounds polite, clear and helpful.
Step 1 of 4
Before you start
Customers rarely remember your exact words. They remember whether you sounded polite, clear and helpful.
In each question, two or four replies are possible in English. Only one is the reply an experienced agent would give.
Help
- Could I…, please?a polite request
- Bear with me a moment.please wait (friendly, on the phone)
- What I can do is…offer an alternative
- Just to sum up, …repeat what you agreed
Read every option to the end before you choose. Small words make a big difference.
Step 2 of 4
Choose the better version
Which reply sounds polite and professional?
Opening the call
Asking for details
Checking a number
Giving the next step
When you can’t do what they ask
Step 3 of 4
Which reply fits?
The customer says… Choose the best reply.
“I want to speak to your manager!”
“I’ve lost a day’s pay because of you!”
“Can I have my refund in cash?”
“Can you tell me my husband’s account balance?” (He is not on the account.)
Step 4 of 4
The right moment
Which phrase do you use in this situation?
The customer has waited fifteen minutes.
You are calling a customer.
You need about four minutes to check something in a chat.
Your score
This session is from
English for Customer Service & Call Centres B1–B2
These situations come from Chapters 1–12 of the book: 24 chapters of real calls, chats and emails, with B1 and B2 phrases and a model answer for every task.
See the bookCustomer Service Vocabulary in Real Life B1–B2 — The exact words of the job: refunds, escalations, case notes, 480 words and phrases in all.