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Customer Service English Essentials (Udemy.com)

Learn the English phrases, sentences, and tips you'll need to handle customer service situations over the phone.

4.6
9,800 reviews

Created by: Luke Priddy

Last updated July 2019

Our take

Based on the ratings of 9,800 students, a sample of their written reviews and the syllabus, as the course stood in July 2019. No course pays to be reviewed.

This is a business English course for people who talk to English-speaking customers, mostly on the phone. Luke Priddy of Cloud English teaches it across 48 lectures and 14 sections, about 6.8 hours in all. The sections follow a call from start to finish: greeting, follow-up questions, explaining a service, walkthroughs, waiting, passing a call on, and saying goodbye. A long block on angry customers sits in the middle. The course page says it is for non-native speakers and not for native ones.

Students like the short, easy-to-remember sentences and the specific tips on each topic. Reviewers describe Luke as clear, well organized and funny, and several say the phrases fit the calls they handle every day. Of roughly 9,800 ratings, most are 4 or 5 stars. The complaints are consistent. There are no full example calls, little practice and no quizzes, and one reviewer disliked the handwritten chalkboard notes. One reviewer who already lives in America found parts too basic. Another called seven hours of one face boring.

It was last updated in July 2019, though reviews as recent as 2026 are still positive. The course is paid, and 23,582 students have joined. It works best as a phrase bank you replay and say out loud, because the lessons themselves give you little speaking practice. Anyone who wants roleplays will have to supply their own. For intermediate learners in support roles, it is a solid pick.

Best forNon-native English speakers on customer service calls who want ready-made phrases for angry callers and tricky moments.
Skip it ifYou want roleplay calls, quizzes or speaking practice, or you already speak fluent English and just need call scripts.

Pros

  • Short, easy-to-memorize sentences that reviewers find simple to remember
  • Follows a real call: greeting, verifying, waiting, transfers and goodbyes
  • A 73-minute block on angry customers, plus sections on making exceptions and customer mistakes
  • Luke Priddy is described as clear, step by step and funny

Cons

  • No full example calls or roleplays, and very little practice built in
  • Seven hours of one teacher at a chalkboard bored at least one reviewer
  • Pitched low for fluent speakers; one US-based reviewer found it too basic
There are useful examples in the courses and those are so easy to memorize into my brain, because the sentenses are not so long.
Saki Watanabe, a student

Suits intermediate English speakers in call roles who can follow spoken English; not meant for native speakers.

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What you will learn

  • Master phrases for handling difficult or angry customers
  • Learn many expressions for handling a variety of CS situations
  • Understand how to structure logical explanations and answers
  • Use empathetic language to create a connection with customers
  • Resolve communication problems effectively
  • Clarify a process or the solution to a problem in clear language

Course content

14 sections · 48 lectures · 6.8 hours of video

  1. 1Introduction 1 free preview1 lecture · 4 min
  2. 2Greeting Customers 2 free previews4 lectures · 24 min
  3. 3Follow-up Questions4 lectures · 28 min
  4. 4Explaining a Service3 lectures · 29 min
  5. 5Doing a Walkthrough3 lectures · 34 min
  6. 6Communication Gaps4 lectures · 33 min
  7. 7Angry Customers7 lectures · 1.2 hours
  8. 8When They Need to Wait3 lectures · 27 min
  9. 9Passing to Others3 lectures · 29 min
  10. 10Correcting a Misunderstanding3 lectures · 28 min

Who it is for

The instructor says it suits

  • Non-native English speakers working in Customer Service
  • This course is not for native English speakers

What you need before you start

  • A basic understanding of customer service
  • The ability to understand some spoken English without help

How it compares

Against the other 535 rated Udemy courses in Language Learning on CourseDuck:

  • Rating4.6 out of 5higher than 41% of them
  • Reviews9,800#29 of 536 by number of reviews
  • Length6.8 hourslonger than 60% of them
  • Last updatedJuly 2019earlier than 85% of them

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Course Description

Isn't it frustrating when you have to deal with an unhappy customer on the phone, especially when you're using your second language?

It can be a big challenge to express yourself clearly and help a customer resolve their problem, while at the same time trying to show empathy and remain professional. I designed this course to help you get the confidence and English expressions needed to resolve issues with even the most difficult clients.

This course is meant for non-native English speakers who deal with English-speaking customers daily, particularly over the phone. You will learn many common English expressions in this course, as well as common vocabulary and tips about intonation and stress to give your spoken English a more native sound (especially over the phone). This course falls in the category of business English.

Each lesson is designed to prepare you for nearly every situation you may face, from keeping an angry customer calm to explaining steps in a detailed process, to telling a customer they are wrong, and much much more! If you practice what you learn, your ability to deal with challenging situations and customers, in English, will improve dramatically.

You will be able to see my face in each video lesson, and I will use a blackboard at all times. 

Each lesson focuses on a single aspect of a particular skill. You can go at your own pace and should take your time, with lots of practice between sections. Replaying each lesson is highly recommended.

If you're ready to master the craft of communicating with customers naturally and effectively, sign up!
Read More Intermediate Intermediate Level product length iconTime: 6.8h

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Instructor Details

Luke Priddy

Hi. My name is Luke.

I'm the founder of Cloud English. I've been teaching English for years, and over that time I've discovered powerful language learning methods that make learning English much easier and more effective. My courses have helped thousands of people become more fluent in English.

My courses will help you: 

- Become more confident in English conversations

- Master English vocabulary, phrases, and expressions

- Take your English pronunciation and fluency to the next level

- Improve your English listening skills

- Think in English when you're speaking English

- Sound natural saying exactly what you mean

Here, you can find courses on business English, American English slang, American English pronunciation, common English idioms (useful for IELTS and TOEFL), and more!

I use a split screen presentation style for my courses. You will be able to see both my face and a digital blackboard. It's a great way to learn!

Read More

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Reviews

4.6

9,800 ratings on Udemy

Select a bar to show only those reviews.Select the bar again to show every rating.

Write a review

By Ruben Guerrero on 6/26/2026

He talks very slowly for me.

By Asya Ivanova on 5/27/2025

Great course! It’s packed with valuable information, useful phrases, and practical tips for delivering extraordinary customer service. The instructor is amazing! I love his teaching style. Everything is clear, well-structured, and easy to follow. I highly recommend this course! Thank you very much!

By Anonymized User on 10/3/2022

What an amazing course! So useful to me in my cases. The lecturer is fantastic and funny. He explain step by step different kinds of situation can happened in customer service. A lot of sentences, idioms, useful words which can be formal or casual, or too casual while talking with Customers. I recommend to everyone. Thank You for this course!

By Anonymized User on 8/3/2022

Thank you so much because you are giving us all the necessary vocabulary to deal with customers. I do not have a lot of experience as a customer service representative, but I wish I had had this information the first time that I was going to answer my first call.

By Carolina G Martinez on 11/22/2020

Its great! Lots of examples and situations to analyze, a really good (and real) business vocabulary and he also provide tips on how to deal with clients!
Hope he continue doing this type of lessons, may be on daily business situation, like presentations or taking to my boss, just some ideas.

By Mior Correa on 11/15/2020

The professor has a good explanation and pronunciation.
Your tips are very useful!
Thanks.

By Sidney Smith Jr. on 10/21/2020

Great Class and very informative class.

By Warren Thang on 10/15/2020

very good

By Rajeshwar Rumalla on 10/12/2020

Gain Confidence..

By Pawel Rucki on 10/9/2020

friendly teacher which explains a lot of nuances

By Cristina Paola Then on 10/8/2020

It's being a great course so far! I'm learning a lot and is giving me a lot of confidence about my future at work.

By Nesle G Dungca on 10/8/2020

very good and I super smart

Showing 12 of 207 reviews

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Overall Score : 92 / 100

Customer Service English Essentials
Visit course on Udemy Write a review
  • Video Duration: icon 6.8h
  • Price: $14.99
  • Provider: icon Udemy
  • Updated: icon July 2019
  • Level: Intermediate Intermediate
  • Language: icon English
  • Certificate: icon Yes
  • Lectures:48 in 14 sections
  • Students:23,600
  • Subtitles:7 languages
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