Partner A
Easier: Do you often call customer service? Why or why not?
What makes a customer-service call go well?
More challenging: How might artificial intelligence change the way companies handle complex customer complaints in the future?
Jamesleads the live roundsSimmonds · live on simmonds.onlineB15 min · English
Customer service calls in English: vocabulary, dialogue and conversation questions
Editorially responsible: James Simmondspublished 19 Oct 2026AI-generated text (learn more – how we use AI on these pages)
Live rounds with a trainer and a small group. To warm up: Theo asks, you answer.
Allow the microphone – Theo asks the first question.
AI conversation partner, synthetic voice · your voice is processed live by Google Gemini, we store no audio and no transcript · max. 5 minAbout the AIWith headphones you can interrupt Theo. Without them, the microphone only listens once Theo has finished.
Customer serviceB1 – Practise speaking English: a conversation about customer service calls (level B1)NegotiatingB2 – Practise speaking English: a conversation about negotiating (level B2)Customer complaintsB2 – Practise speaking English: a conversation about handling customer complaints (level B2)Sorry, could you say that again?Give me a second to think.How do you say … in English?
Question of the day
Why can it be difficult for customer service staff to stay calm on the phone?
Show the answer – Open the answer to the question of the day
Correct answer: Because callers sometimes shout.
You can find the answer in the English introduction.
Listen to the introduction
Speed
Transcript
Hi, I'm Theo, and this is a two-minute conversation starter. Today: customer service calls. We all have to make them, and sometimes we have to take them. When you call a company, you usually want to explain the issue – Jump to the vocabulary entry for explain the issue quickly. It is frustrating when they put you on hold – Jump to the vocabulary entry for put you on hold for twenty minutes. On the other side, the staff have to deal with complaints – Jump to the vocabulary entry for deal with complaints all day. It isn't easy to stay calm – Jump to the vocabulary entry for stay calm when a caller starts to shout. But if you listen and don't lose your temper – Jump to the vocabulary entry for lose your temper, it is much easier to find a solution – Jump to the vocabulary entry for find a solution. Good communication is always a two-way street. Think about your last experience on the phone. Are you a patient caller?
Vocabulary
- explain the issue/ɪkˈspleɪn ði ˈɪʃ.uː/
- Meaning: To describe a problem clearly to someone.
- Example: Please explain the issue so our technical team can help you.
- put you on hold/ˌpʊt juː ɒn ˈhəʊld/
- Meaning: To make a caller wait on the telephone line.
- Example: I need to check your account, so I will put you on hold for a minute.
- deal with complaints/diːl wɪð kəmˈpleɪnts/
- Meaning: To take action to solve problems raised by unhappy customers.
- Example: Our team has to deal with complaints from angry buyers every day.
- stay calm/ˌsteɪ ˈkɑːm/
- Meaning: To remain relaxed and not get angry, even in difficult situations.
- Example: It is important to stay calm during a stressful meeting.
- lose your temper/luːz jɔː ˈtem.pə/
- Meaning: To suddenly become very angry.
- Example: If you lose your temper with a client, you might lose their business.
- find a solution/faɪnd ə səˈluː.ʃən/
- Meaning: To think of a way to fix a problem.
- Example: We need to find a solution before the deadline on Friday.
Dialogue
- SarahGood morning, customer support. How can I help you today?
- MarkHi, I need to explain the issue with my new laptop. It just won't turn on.
- SarahI'm sorry to hear that. I will have to put you on hold for a moment to check your warranty.
- MarkPlease don't take too long. I've been trying to reach you all morning.
- SarahI understand your frustration. We always try to find a solution as quickly as possible.
- MarkThank you. I will try to stay calm while I wait.
Questions for your conversation
Partner B
Easier: Is it easy for you to stay calm on the phone? Why or why not?
How do you usually react when you are put on hold for a long time?
More challenging: In what situations is a phone call more effective than an email for resolving a business dispute?
Partner A
Easier: Do you prefer calling companies to writing emails? Why or why not?
What is the most frustrating part of calling a helpline?
More challenging: If you were managing a customer service team, what strategies would you implement to protect your staff from abusive callers?
Useful phrases
- How can I help you today?
- Could you please explain the issue?
- I'm sorry to hear that.
- I will put you on hold for a moment.
- Let me see how we can find a solution.
- Thank you for your patience.
Topic quiz
Five quick questions check vocabulary and listening comprehension.
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Who is Theo?
Theo is an AI conversation partner for warming up, not a teacher. The voice is synthetic. In the live rounds, a trainer talks with you.
Is my conversation stored?
We store neither audio nor a transcript. During the conversation, your voice is sent to Google (Gemini) for processing. The conversation ends after no more than five minutes.
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