About This Course

Part 1 Gettiing Details

Course Introduction

Part 1 The Greeting

Part 2 Time Details

Part 1 What are you calling about

Part 2 Getting More Details

Part 1 The Account Holder

Part 2 Confirming Information

Part 2 In-depth Questions

Part 3 Phrases to Explain

Part 3 Answering Questions

Part 3 Overview of Phrases

Part 5 Things to Keep in Mind

Part 4 Confirming Completion

Part 5 Is that about right

Part 5 Asking for Repetition

Part 4 Troubleshooting

Part 5 Numbers and Names

Part 6 Showing Empathy

Part 4 Explaining Steps

Part 6 The Formula

Part 6 Full Examples

Part 6 Solutions Reassuring

Part 6 More Empathy Phrases

Part 6 Solutions Detailed Solutions

Part 7 Coming Back From Hold

Part 7 Ways to Say Yes

Part 7 Putting Them on Hold

Part 8 When You Can't Help

Part 8 Transferring Phrases

Part 8 When You Don't Know

Part 9 Part Overview

Part 10 Showing Your Desire to Help

Part 10 Basic Expressions

Part 9 Correcting Gently

Part 11 Case Overview

Part 9 Clarifying Service Features

Part 10 Getting Them to Understand

Part 10 In-depth Examples

Part 12 Future Issues

Part 12 Anything else

Part 11 Common Phrases for Exceptions

Part 12 Mentioning the Survey

Part 12 Ways to Say You're Welcome

Part 12 Before You Hang Up

Part 11 In-depth Examples

What have we learned What next