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Unit 2: Openings and closings

Open well

Read this before the quizzes

The first ten seconds

Worked call 1: a bare opening

Stage 1: greet and offer

Checking who you are speaking to

Worked call 2: a check that feels like an interrogation

Stage 2: verify

What a greeting does

A script is a floor

An unsure caller

The caller speaks first

Why we check

How to ask

Never read it out

A caller who asks why

Answers and why: Open well

Holds

Ask before a hold

Worked call 3: a hold that asks

Stage 3: hold

Before a hold

After a hold

A refused hold

A hold that runs over

Answers and why: Holds

Close properly

Summary and next step

Worked call 4: a summary the caller can use

Stage 4: summarise

Stage 5: close

Three parts

The clearest one

When to ask

A warm close

Answers and why: Close properly

Scripts and polite exits

A script is a floor, not a cage

Ending a call that is going nowhere

Worked call 5: a call that is going nowhere

A polite end

Required notice

The caller returns

An unsure caller at the end

Answers and why: Scripts and polite exits

Words to carry

Forty-seven phrases for openings and closings

Take charge

Take charge: open well, close properly

Your mission this week

The first ten seconds and the last ten seconds decide how a whole call feels. This unit teaches the two moves that frame every call: open well (greet, say who you are, offer help, check who you are speaking to without interrogating, ask before a hold and thank after it) and close properly (summarise what was done and what happens next, ask if there is anything else, end warmly).

Customer Service English Unit 2: Openings and closings

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