Confident B2B support calls in English with Andrew
Handle the full range of B2B SaaS customer support requests (cancellations, refunds, escalations, complaints) confidently end to end, with improved pronunciation and professional response strategies
Meet Andrew
Andrew
Daniel is a friendly English coach for intermediate support agents, running live customer role-plays across cancellations, refunds, escalations, and complaints. He guides your phrasing and pronunciation in the moment so you handle any B2B SaaS request with confidence.
6 units · 18 lessons
What’s inside
Clear, controlled call delivery
- Fix the sounds customers mishear
- Soften or sharpen tone on purpose
Cancellations and refunds
- Run a cancellation call that saves
- Decline a refund and keep goodwill
Anger, escalation, and recovery
- De-escalate an angry caller live
- Handle escalation threats and close cleanly
3 phases · 6 units · 18 lessons
Questions about this course
How do you handle an angry customer on a support call?
The core move is to acknowledge the frustration before defending anything, then slow your delivery so the caller hears you as calm rather than defensive. Once the heat drops, you steer toward a concrete next step and close the loop cleanly instead of leaving the issue hanging. This course drills de-escalating an angry caller live and handling escalation threats, so you practise recovering the call in real time rather than freezing up.
Why do customers keep mishearing what support agents say in English?
Certain English sounds get swapped or dropped under call pressure, and a single mangled word can send the customer down the wrong path. Tone matters as much as the words: the same sentence can land as helpful or dismissive depending on how you shape it. This course helps you fix the exact sounds customers mishear and learn to soften or sharpen your tone on purpose so you're understood the first time.
How is this different from reading support-call tips or asking a chatbot?
Your tutor Daniel talks with you live, listens to how you actually sound, and checks that you can produce the response, not just recognise it. He adapts to the sounds you personally mishandle and the tones you struggle with, giving feedback an article or chatbot can't. That back-and-forth is what turns advice into a skill you can use on a real call.
How does this course work and how do I get started?
The course runs across three phases, six units, and eighteen lessons that you take at your own pace right in your browser. It's free to join on alltutors.ai, so you can start with clear call delivery and build up to live de-escalation whenever you're ready.