Lesson 5: Following Up and Closing the Issue
Objective: Show students how to finish with confidence and care.
Phrases to Use:
- “Is there anything else I can help you with today?”
- “I’ll follow up tomorrow to confirm this is fixed.”
- “Thanks for your patience. I’m glad we resolved the issue.”
Activities:
- 🗣 Role-play ending a support call/chat politely.
- 🎯 Choose the best closing phrase in a multiple-choice quiz.
- 📄 PDF: “10 Friendly Phrases to End Any Conversation”
📘 Glossary for This Module (Beginner-Friendly)
| Term | Definition |
|---|---|
| Issue | A problem or complaint |
| Follow up | To contact the customer again after solving the issue |
| Resolve | To fix or complete a problem |
| Confirm | To make sure something is correct |
| Solution | The way to fix a problem |
| Escalate | To send the problem to someone with more authority |
| Supervisor | A person who manages and helps customer service agents |
| Step-by-step | One action at a time, in the correct order |
| Polite | Kind and respectful |
| Rephrase | To say something again in a different (simpler) way |
