What you’ll learn
- Open any call with a greeting, a name and an ownership statement in under fifteen seconds
- Let the customer finish, then summarise the problem in two sentences they confirm as correct
- Say no to a request that cannot be met and offer two real alternatives without hiding behind 'policy'
- De-escalate an angry customer using listen, apologise, solve, thank, without arguing or going silent
- Hand a call to a senior with a one-breath summary so the customer never repeats their story
- Close every call with a confirmed next step, a timeline and a check that nothing else is pending
Skills you’ll practise
This course is for
Support executives, BPO, bank, telecom and e-commerce front-line staff.
A support call is lost in the first twenty seconds: a flat opening, a policy read out before the customer finishes, a 'you have to wait' that turns a complaint into an escalation.
This course drills the lines that work on real Indian support floors: an opening that takes ownership, listening and summarising, saying no with options, the LAST method for anger (listen, apologise, solve, thank), a clean escalation hand-off and a follow-up that closes the loop.
An AI customer plays the late refund, the failed auto-debit and the man who wants your manager. Capstone: three escalations, scored.
level
You can hold a basic conversation but hesitate, translate in your head, or freeze under pressure. We fix that.
Course 7 of 12 in the Business Interviews track.
Inside every lesson
10 mins, 5 phases, one live tutor. Here is how lesson 1 — “Opening the Call and Owning the Problem” — runs.
- 1 min
Warm-up & goal
Tutor greets you and states today’s goal.
- 2 min
Learn the patterns
Learn 2–3 sentence patterns and repeat them aloud.
- 5 min
Live roleplay
Live roleplay — you do most of the talking.
- 1.5 min
Corrections & retry
Two specific corrections, then one retry.
- 30 sec
Wrap-up & preview
One thing you did well and a preview of next time.
Syllabus
Lessons unlock one after another. Completed lessons show your score; you can revisit any lesson.
Your AI tutors
Same lessons, different personalities. Pick one now or switch any time.
Customer-experience trainer at a Bengaluru e-commerce and fintech support centre, late 30s, warm, precise and unflappable
Best suited for: Support executives, BPO and chat-support staff, bank and telecom front-line teams, and new salespeople who panic when a customer gets angry
The Tough Customer
Regional sales head for North India at a B2B software and office-equipment company, late 40s, blunt and energetic
Best suited for: Sales trainees, business-development executives, founders and anyone who freezes when a customer says 'too expensive' or 'we already have a vendor'
The Empathetic Coach
Empathetic, senior people-focused professional, early-mid 30s
Best suited for: People-oriented roles and candidates who respond best to warmth, active listening, and emotionally intelligent feedback
Learner reviews
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