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Unit 10: Your shift

The seven moves, recapped

Read this before the quizzes

The seven moves on one page

C1 Open well

C2 Listen for the problem

C3 Check and read back

C4 Say what you will do

C5 Keep the tone steady

C6 Handle the line

C7 Close properly

Open well

Listen

Check

Answers and why: the seven moves

Three worked calls

Worked call 1: the evening slowdown

Worked call 2: the reference with a double

Worked call 3: the upset caller and the fee

The traps of a shift

Your shift boards

How a shift board works

Then and now, and the follow-up email

Say what you will do

Keep the tone steady

Handle the line

Close properly

Answers and why: the shift in action

Shift board

Figures

Not marked

Cards

Answers and why: the shift boards

Words to carry

Forty-five phrases for your shift

Take charge

Take charge: your shift

Your mission this week

This is the last unit: a mock shift. You bring the seven moves of a call together (open well, listen for the problem, check and read back, say what you will do, keep the tone steady, handle the line, close properly) and use them on three calls in a row, twice.

Customer Service English Unit 10: Your shift

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