Course with Malia

Malia — English for Call Center Agents: Angry Callers

English for call center agents who go silent when a customer shouts, drilled 1:1 against a caller who swears and repeats himself. Four weeks from interrupting politely to ending a call that will not end, taking B1 speakers to three consecutive hostile calls held calm.

What you’ll master — Outcomes you can use

  1. Holding a hostile five-minute call in calm, clear English
  2. Three consecutive hostile calls stay controlled

Your tutor

A BPO communications coach who has trained new-hire batches on live queues in Manila and Cebu.

Steady · Kind · Completely unshockable

The plan — What’s inside

  1. Interrupting Politely
  2. Acknowledging Without Admitting Fault
  3. Saying No and Offering the Alternative
  4. Ending a Call That Will Not End

4 parts

Questions about this course

How do we train call centre agents to handle abusive callers in English?

English for call center agents who go silent when a customer shouts, drilled 1:1 against a caller who swears and repeats himself. Four weeks from interrupting politely to ending a call that will not end, taking B1 speakers to three consecutive hostile calls held calm.

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