🎧 Customer Service English: Calm Angry People With These Phrases

Описание: Customer service isn’t just about rules and refunds — it’s about emotions, dignity, and control. In this episode of Love English Lab, Alex and Michael break down the real English you need to handle tense situations calmly, clearly, and professionally — whether you’re the employee solving the problem or the customer trying not to lose your patience.

You’ll hear realistic scenes from a packed coffee shop, retail returns, and stressful phone calls where one wrong phrase can turn a small issue into a full power struggle. Together, they show how to de-escalate anger, avoid defensive language, and build trust fast — using tone, empathy, active listening, and solution-focused phrasing.

This episode is especially powerful if you’ve ever felt stuck with “policy talk” and robotic answers. You’ll learn how to validate feelings without admitting fault too early, how to say “no” without starting a war, and how to communicate clearly in person, on the phone, and in writing — with softeners that keep your message human.

And to make it memorable, Alex introduces the CALM Method (Connect, Acknowledge, Listen, Move) — a simple roadmap you can use not only at work, but also in everyday life. 🎧🧠💬

What you’ll learn:

How to calm down angry customers without losing your confidence

Empathy phrases that instantly reduce tension (without sounding fake)

“Softening language” for emails, chat support, and messages

How to say “no” politely using policy-based phrasing

The CALM Method to handle conflict in real-time

Who this podcast is for:

B1–B2 learners who want professional, real-world English

Anyone working in customer service, retail, hospitality, or support

Learners who struggle with tone, boundaries, and awkward conflict

People who want to sound calm, clear, and confident under pressure

💬 If you’ve ever had a customer service moment you’ll never forget, share your story in the comments. And if you want more real English that helps you in real life, subscribe and listen all the way through. ✨

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