First contact: opening a customer call well — Workbook
1. Vocabulary in context
Complete each sentence with ONE word or phrase from the box. Two items are extra.
- drop for a moment while I pull up your account.
- I'll drop the whole process step by step so there are no surprises.
- I'll put you drop for about a minute while I check that with the warehouse.
- drop , you want us to reissue the invoice with the new VAT number, correct?
- I'll drop in writing today with a summary of what we agreed.
- Before we act, let me quickly drop what will happen next.
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2. Present simple vs present continuous
Write the correct form of the verb.
- Normally we ___ (reply) within one working day.
- We ___ (currently experience) higher call volumes than usual.
- I ___ (understand) your frustration, and I ___ (look) at it right now.
- This month we ___ (pilot) a new callback system.
- Our team ___ (handle) about 200 tickets a day.
- Right now the warehouse team ___ (prepare) your replacement.
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3. Which sentence is more natural in a customer call?
Choose the more professional option.
You want to open the call.
You want to buy time to check something.
You want to paraphrase before acting.
You want to signpost the length of the call.
You want to close the call politely.
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4. Find and fix the mistake
Each sentence has ONE mistake. Rewrite it correctly.
- I am understanding your problem completely.
- We currently offering a 20% discount this week.
- Normally the invoice arrives at Friday.
- Bear me for a moment, please.
- I follow up you in writing this afternoon.
- Just to confirming, you want a refund?
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5. Listening — the first minutes of a billing call
Daniel opens a call with Yasmin about a duplicated monthly charge. Listen (or read the transcript) and answer.
- How does Daniel open the call?
- What is Yasmin's problem?
- How does Daniel paraphrase before acting?
- What does Daniel signpost, and what does he narrate?
Show transcript
Daniel:Good afternoon, thank you for calling Solari — this is Daniel from the billing team. Am I speaking with Yasmin Farah?
Yasmin:Yes, speaking.
Daniel:Thank you. How can I help you today, Yasmin?
Yasmin:I've been charged twice this month for the same plan. And the second charge is on a card I don't use any more.
Daniel:Understood. Bear with me while I open your account. Just to confirm: you can see two charges for March, both for the same plan, and one of them is on your old card — is that right?
Yasmin:That's right. It's the same amount twice.
Daniel:OK. This should take about four minutes. I'm going to cancel the duplicate charge and start the refund before we hang up, and I'll tell you what I'm doing as I go.
Yasmin:Please do.
Daniel:Right — I'm opening the March invoices now… I can see both charges. I'm cancelling the second one, and I'm removing the old card from the account so this doesn't happen again in April.
Yasmin:How long does the refund take?
Daniel:Normally three to five working days. I'm sending you the confirmation email right now, while we're still on the call.
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6. Writing — follow-up email after a first call (100–120 words)
Write the follow-up email Rita sends Miguel. Include: a one-sentence recap ('Just to confirm…'), the corrected VAT number, a signpost of what happens next and when, and an invitation to reply if anything is missing. Use at least ONE present simple (routine) and ONE present continuous (this week / right now).
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7. Reading & discursive reflection
Re-read the classbook article 'The first 30 seconds'. Then answer in 100–130 words.
- The article claims that KPIs like average handling time push agents to compress the opening of a call, which paradoxically makes calls longer. In your industry, is this true? What single metric would you add to rebalance it?
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