Levels & career tracks
Curso básico · A1–A2
Nivel A1.1 — IdentidadNivel A1.2 — Rutinas y entornoNivel A2.1 — Contando el mundoNivel A2.2 — Comparando y proyectandoIntermedio · B1–B2
Level B1.1 — Connecting experiencesLevel B1.2 — Narrating and describingLevel B2.1 — ArguingLevel B2.2 — NuanceProfesional / Avanzado · C1–C2
Level C1.1 — PrecisionLevel C1.2 — Register and discourseLevel C2.1 — StyleLevel C2.2 — Native masteryInglés técnico y especialización
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Identifying needs, explaining products, handling complaints and returns, and dealing with difficult customers calmly.
Why this matters This module covers identifying customer needs; giving recommendations and handling requests, complaints, and returns; and managing difficult customers with professionalism.
01
The goals of this lesson.
02
You've mastered presentations. Now let's focus on a very common scenario: helping customers in English.
03
Understanding what a customer wants and describing what you offer.
Examples
04
Handling common customer service requests professionally.
Examples
05
Apologizing, staying calm, and offering solutions.
Examples
06
Read the text and answer the questions. You can try as many times as you want.
"How can I help you today?" the sales assistant asked. "I'm looking for a laptop for work," the customer replied. "This product is perfect for what you need," she said, showing him the model. "It comes with a one-year warranty."
The customer had more questions. "Would you like more information about this?" she asked. "This service includes free delivery, too." He decided to buy it.
1. What did the assistant ask first?
2. What was the customer looking for?
3. What did the product come with?
4. What did the service include?
5. What did the customer decide to do?
💪 You can handle real customer situations now! Review this lesson, or continue to the next module.
07
A second reading, a bit longer. Read it and answer the questions below.
"I have a complaint about my order," the customer said. "This isn't what I ordered." "I'm so sorry for the inconvenience," the representative replied. "Let me see what I can do to fix this."
She checked the order and found the mistake. "I completely understand your frustration. We'll make sure this doesn't happen again," she said, offering a replacement and a discount. "I appreciate your patience," she added.
1. What did the customer say?
2. What was wrong?
3. How did the representative respond?
4. What did she offer?
5. What did she say about the future?
08
Tap a term on the left, then tap its matching definition on the right. Ungraded — repeat as many times as you like.
Term
Definition
09
Usa las pistas para completar cada palabra en inglés. Sin calificar — repite las veces que quieras.
10
The essentials of this lesson, summarized.
11
Key terms to remember.
money given back for a returned product
Collocations: issue a refund, full refund, request a refund
swapping a product for a different one
Collocations: make an exchange, exchange policy, offer an exchange
a statement that something is unsatisfactory
Collocations: file a complaint, handle a complaint, formal complaint
a guarantee that a product will be repaired or replaced if faulty
Collocations: under warranty, extend a warranty, warranty period
trouble or difficulty caused to someone
Collocations: cause an inconvenience, minor inconvenience, apologize for the inconvenience
a feeling of being upset because of a problem
Collocations: express frustration, understand frustration, growing frustration
a way of solving a problem
Collocations: find a solution, offer a solution, practical solution
the ability to stay calm while waiting or dealing with difficulty
Collocations: thank you for your patience, test one's patience, have patience
a document proving a purchase was made
Collocations: keep the receipt, original receipt, lose a receipt
to suggest something as good or suitable
Collocations: highly recommend, recommend a product, would recommend
to help someone
Collocations: assist a customer, happy to assist, assist with
to find a solution to a problem
Collocations: resolve an issue, quickly resolve, fully resolved
12
Everyday fixed expressions used when helping and apologizing to customers.
13
Tap the words in the correct order to form the sentence. Ungraded — repeat as many times as you like.
14
Tap the correct verb form to complete each sentence. The other options are conjugations from other tenses — on purpose, so you learn to tell them apart.
How can I you today?
We'll this as quickly as possible
I'd this model for your needs
I completely your frustration
I for the delay
15
Listen to the full dialogue with the speaker buttons first, then fill in the missing words from this lesson's real conversation. Ungraded — repeat as many times as you like.
How can I you? I understand you have a .
I'm about that — would you like a ?
16
You need at least 80% to unlock the next lesson. You can retake it as many times as you want — your best score is saved.
1. What does this mean: "How can I help you today?"?
2. Choose the equivalent of: "This product is perfect for what you need."
3. What does this mean: "I'd like to return this item, please."?
4. What does this mean: "I have a complaint about my order."?
5. Which option matches: "I'm so sorry for the inconvenience."?
6. "Let me see what I can do to fix this." — which one is correct?
7. Choose the equivalent of: "I completely understand your frustration."
8. Select the correct match for: "This comes with a one-year warranty."
9. "We'll make sure this doesn't happen again." — which one is correct?
10. Which option matches: "Can I get a refund for this?"?
17
You can now handle customer service situations professionally. Next module: solving problems and incidents at work.
18
Practice this lesson's vocabulary with a word search and flashcards. Ungraded — play as many times as you like.
Tap the first and last letter of a hidden word to find it. Los términos de varias palabras van sin espacios en el tablero (ej. "give up" aparece como GIVEUP).
Elige la respuesta correcta. Si aciertas, la tarjeta queda lista por hoy; si fallas, vuelve a aparecer pronto para reforzarla. Tu progreso se guarda en este dispositivo.