 <h1>Congratulations! 🎉 </h1>
    <p style="color:#637381;">All done! You’ve completed another milestone.</p>

To continue, enter your details to log in.

We’ve sent a 6‑digit code to #MAIL_ADDRESS#\nPlease check your inbox or spam folder and enter the code below to continue.

Verification code sent

Thank you for the payment. You can now access {collectionName} by simply clicking the button below.

Yes, you’ve successfully ordered! 🎉

Unlock This Exclusive Course

It seems that your email address is not currently on the authorized access list. Please ensure you are using the email address that was invited, or contact the content owner for assistance.

Verification Required for Access

Start here

Unit 3: Listening for the problem

Let them finish

Read this before the quizzes

Small signals

Worked call 1: a pause answered with a fix

What a signal is for

A pause

I know this one

Answering an apology

Answers and why: Let them finish

Symptom, feeling and request

Sorting the turn

Worked call 2: symptom, feeling and request

Sort the turn

First sentence

Anger and facts

A requested fix

Answers and why: Symptom, feeling and request

Notes while you listen

What to note, and how

Worked call 3: a correction in the middle

What to note

The last version

Two things at once

A side question

Answers and why: Notes while you listen

Say it back in your own words

A restatement in three parts

Worked call 4: restate, then ask

Why restate

How long

Nothing added

After a no

Answers and why: Say it back in your own words

Words you did not catch and fast callers

Check, never guess

Worked call 5: a word you do not know

A word you do not know

Never guess

A fast caller

Unclear phrase

Answers and why: Words you did not catch and fast callers

A listening turn, stage by stage

A listening turn at a glance

Stage 1: listen

Stage 2: sort

Stage 3: note

Stage 4: say it back

Stage 5: ask

Stage 6: check, when you lose a word

Words to carry

Phrases for listening

Take charge

Take charge: let them finish, then say it back

Your mission this week

Customers rarely say the problem in one clean sentence. They hesitate, go back, change a detail and bury the thing they want in the middle.

Customer Service English Unit 3: Listening for the problem

<div class="simple-box-wrapper"> <div class="simple-box"> <div class="column"> <h3>Description</h3> <div class="ck-horizontal-line"><hr></div> <p>I'm a paragraph. Click to start writing that will inform, inspire, or encourage your community. We know you have so many things to share with the world. Happy editing!</p> </div> </div> </div>