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Windsor Academy of English Excellence — English for Professionals

Курс

Call Centre / Customer Operations

De-escalation is a skill, not a personality

Все шестнадцать профессий

Voice work gives you no time to compose a sentence and no second attempt. The single highest-value thing in the role is bringing an angry caller down without conceding anything you cannot concede — and it is trainable.

После курса вы умеете —

  • Take a caller from shouting to problem-solving inside ninety seconds
  • Say no to a demand while sounding like you are on the customer's side
  • Hold a data-protection line under pressure from someone who says they are the account holder
  • Hand a call over without the customer having to repeat themselves

Что охватывает курс

  • Core Communication SkillsБаза
  • Complaint Handling & De-escalationБаза
  • Product & Service KnowledgeБаза
  • Performance Metrics & QualityРасширение
  • Security & Privacy ComplianceРасширение

Базовые темы есть в каждом формате. Расширенные и специализированные открываются на 16 и 26 уроках.

Примеры лексики

Из темы Core Communication Skills — 300 терминов в полном курсе

  • To take an account number

    can I take your account number; to take a few details

    Can I take your account number to start?

  • Bear with me

    bear with me; bear with me one second; thanks for bearing with me

    Bear with me one second — it's just loading.

  • To put somebody on hold

    to put somebody on hold; to be on hold; hold time

    Can I put you on hold for two minutes?

  • Thanks for holding

    thanks for holding; thanks for waiting

    Thanks for holding — I've got it now.

  • Dead air

    dead air; a dead air breach

    Silence of more than ten seconds is dead air, and it is scored.

  • Still with you

    still with you; still here

    Still with you — I'm going through October now.

Переводы покажем после проверки носителем языка.

Из урока 2 — The First Fifteen Seconds — Opening and Taking Control

Core Communication Skills

Цель урока, в исходной формулировке — learner can open an inbound call so that they, and not the customer, decide what happens next — getting the account before the story, signposting the shape of the call, and arriving at second thirty with something they can act on.

  1. 01
    The open question gives the call away
    • ❌ "How can I help you today?" → ninety seconds of narrative, nothing recorded.
    • ✅ "Before we start — can I take your account number?" → then *"Talk me through what's

    happened." Closed first. Open second.* The order is the technique.

  2. 02
    Interrupt in their interest
    • *"Sorry — can I stop you one second so I've got your account in front of me while you tell me?
    • Then I can see what you're seeing."*

    Fourteen words. It buys the interruption, because it is for them.

  3. 03
    Task: the disconnection letter

      20 minutes. No preparation. Roles are assigned now. She starts talking before you finish your greeting. She has no account number. Come out of the first thirty seconds with something you can act on.

    • 04
      Field Task 2

        Part A · Desk — 20 min. In the booklet. Part B · Live — 10 min at work. On real calls this week. Reviewed at the start of Lesson 3. Part A is not collected.

      Четыре последовательных слайда из одного урока — именно так, как их показывают в аудитории. Таких уроков двадцать шесть.

      Доступен как12 · 16 уроков

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      Другие курсы этого уровня

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      Запишитесь на разговор. Решите потом.

      Двадцать минут по телефону или за столом. Вы уйдёте, точно зная, в каком месте ваш английский подводит, — а это стоит иметь независимо от того, запишетесь вы к нам или нет.