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Start here

Unit 1: Start here, the shape of a call

How the course works

Read this before the quizzes

How this course works

What a good call sounds like

The seven moves

Move C1: Open well

Move C2: Listen for the problem

Move C3: Check and read back

Move C4: Say what you will do

Move C5: Keep the tone steady

Move C6: Handle the line

Move C7: Close properly

Listen first

Listen first: slow, clear calls

Phrases

Call phrases for this unit

Quizzes

How many tries

Which details

Due date

Accent

Answers and why: the course

The stages

A good opening

A good close

Which move

Answers and why: the shape

Say it back

Read back

A next step

Tone

Answers and why: the middle

A hold

A transfer

A bad line

A late question

Answers and why: the line and the close

Recap and your mission

Recap and mission

Every phone call has a shape: an opening, the problem, a check, a next step and a close, with a steady tone and a clear line all the way through. This unit shows you that shape in whole short calls, teaches the seven moves one by one with a worked call each, tells you how the course works (three tries, no due dates, invented details only) and starts you with slow, clear calls.

Customer Service English Unit 1: Start here, the shape of a call

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