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Unit 6: Explaining and giving instructions

One step at a time

Read this before the quizzes

A step by phone

No screen to point at

Worked call 1: five actions in one breath

Stage: give a step

Why one action

Verb first

After a step

Answers and why: One step at a time

Plain words

Swap the word, keep the meaning

Worked call 2: a hard word explained with harder words

Stage: explain a word

Reboot

Escalate

Mirror the words

Worry first

Answers and why: Plain words

Explaining a charge or a delay

A charge: what, when, total

A delay: what happened, where it is, the new day

Worked call 3: a charge pointed at, not explained

Stage: explain a charge or a delay

A charge

A delay

Own it in a clause

Two bills

Answers and why: Explaining a charge or a delay

What you will do, and by when

What, who, when: and only what you control

Worked call 4: a promise you cannot keep

Stage: say what happens next

What, who, when

A promise you cannot keep

A window

No, then yes

Answers and why: What you will do, and by when

Checking, notes and the close

Check without talking down

Worked call 5: a quiet 'okay'

Write down what you said

Stage: close with what they need

A quiet okay

Do not talk down

What they see

The note

Answers and why: Checking, notes and the close

Words to carry

Phrases for explaining and giving instructions

Take charge

Take charge: say it so they can do it

Your mission this week

Most calls end with the customer having to do something: press, find, wait, read out, ring back. This unit teaches you to say it so that they can.

Customer Service English Unit 6: Explaining and giving instructions

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