English For Call Center Step-By-Step Lesson Notes

1. General Information and About Yourself 2. Call Center Organization 3. Understanding The Customer 4. Transferring Calls 5. Handling Customer Complaints 6. Dealing With Difficult Customers 7. Explaining Problems & Giving Solutions 8. Upselling & Cross-Selling 9. CV Writing 10. Job Interview 11. Working as a 112 Emergency Operator 12. The Hotel Industry and Office Department 13. Digital Marketing 14. Appendix: Conjunction, Preposition, Adverb References