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