Customer Service English
Handle a missing item, confirm a refund or take a phone message for a colleague. Listen to the customer, check the details and put the next step in writing.
Try the missing-order replyFrom the first message to the reply
Hear the customer’s side
Listen to both speakers. What arrived, what was missing and which solution did the customer choose?
Listen to the conversationWrite back as the representative
Choose a reply that matches the agreement, then try a two-sentence confirmation in your own words.
Practise the written replyTry a different problem
This time the item arrived, but it doesn’t work. Listen for how the customer describes the fault.
Practise handling a faulty itemConfirm a refund in writing
A desk lamp won’t switch on. Listen to the customer, choose your replies and confirm the refund to their card.
Reply to a customer about a faulty itemTake a phone message for a colleague
Catch the caller’s name, check the digits and leave a note that makes the next action clear.
Take a customer’s phone message
Two phrases to take into your next shift
- “Could you tell me which item is missing?”
- Use this when you need one more detail before offering help.
- “I’ll confirm that in writing.”
- Use this once you have agreed on a next step. The customer can then refer back to your message.