A Su ServicioCustomer Service Spanish

Goals: greet customers by phone and in person, introduce yourself and the company, ask how you can help.

Vocabulary: atender (to serve, to answer a call) · la llamada (call) · el cliente / la clienta (customer) · el / la agente (agent) · saludar (to greet) · le habla... (this is... speaking) · ¿Con quién tengo el gusto? (Who am I speaking with?) · bienvenido / bienvenida (welcome) · un placer (a pleasure) · el horario de atención (service hours) · la sucursal (branch) · la ventanilla (counter window) · el mostrador (counter) · enseguida (right away)

Key structures:

• Buenos días / Buenas tardes / Buenas noches, [empresa], le habla [nombre]. ¿En qué le puedo ayudar?
• ¿Me dice su nombre, por favor?
• Usted vs. tú: why service Spanish uses usted. Regional notes: Argentina and Uruguay often say "Buen día". In Latin America "¿En qué lo / la puedo ayudar?" is also very common. In Spain "¿En qué le puedo ayudar?" is the norm. Both are correct.

Speaking task: answer five incoming calls (bank, shop, public office, phone company, hotel) with a full opening line.

Homework: record your own opening for your real workplace, three times, at slow, natural and fast speed.

Goals: ask open and closed questions, identify the reason for the contact, confirm you understood.

Vocabulary: el motivo (reason) · la consulta (enquiry) · el reclamo / la reclamación (complaint) · el trámite (procedure, paperwork) · la cuenta (account) · el pedido (order) · el número de cliente (customer number) · la factura (bill, invoice) · consultar (to check, to ask about) · resolver (to solve) · exactamente (exactly) · desde cuándo (since when) · ¿Algo más? (Anything else?)

Key structures:

• ¿Cuál es el motivo de su llamada?
• ¿Me podría decir...? / ¿Me podría explicar...?
• ¿Se trata de su cuenta o de un pedido?
• ¿Desde cuándo tiene este problema? Regional notes: "reclamo" is usual in Argentina and much of Latin America, "reclamación" in Spain. "Trámite" is used everywhere for paperwork.

Speaking task: the teacher plays six customers who are vague. Find the real need in fewer than four questions each.

Homework: write ten questions you ask every day at work, in Spanish, using usted.

Goals: spell and take down names, surnames and e-mail addresses without errors, and read them back.

Vocabulary: deletrear (to spell) · el nombre (first name) · el apellido (surname) · el correo electrónico (e-mail) · la arroba (@) · el punto (dot) · el guion (hyphen) · el guion bajo (underscore) · todo junto (all one word) · en minúscula / en mayúscula (lower / upper case) · con tilde (with an accent) · la letra (letter) · ¿Cómo se escribe? (How is it spelled?)

Key structures:

• ¿Me lo deletrea, por favor?
• ¿Con be o con ve? / ¿Con hache o sin hache?
• Be de Bolivia, ve de Venezuela.
• Le repito para confirmar: ... Regional notes: Argentina says "be larga" and "ve corta". Mexico often says "be grande" and "ve chica". Spain says "be" and "uve". Most Spanish speakers have two surnames, so ask for both: "¿Me da sus dos apellidos?" Argentina often says "mail" for e-mail.

Speaking task: take down eight names and five e-mails spelled at natural speed, then read them back.

Homework: spelling drill in the PDF (part F), plus spell your own full name and e-mail aloud and record it.

Goals: take down phone numbers, ID numbers, dates, times and amounts, and confirm them.

Vocabulary: el número de teléfono (phone number) · el celular / el móvil (mobile phone) · el documento / el DNI / la cédula (ID number) · el código postal (postcode) · la fecha de nacimiento (date of birth) · el monto / el importe (amount) · el saldo (balance) · el dígito (digit) · doble cero (double zero) · el vencimiento (due date) · los últimos cuatro dígitos (the last four digits) · la tarjeta (card)

Key structures:

• ¿Me confirma los últimos cuatro dígitos de su tarjeta?
• Dates: el 15 de marzo de 2026. Times: a las 14:30 / a las dos y media de la tarde.
• Amounts: mil doscientos cincuenta pesos con cincuenta centavos. Regional notes: Argentina and Spain write 1.250,50 (decimal comma). Mexico writes 1,250.50 (decimal point). "Celular" in Latin America, "móvil" in Spain. "Monto" in Latin America, "importe" in Spain. Spain uses "euros con cincuenta céntimos". Phone numbers are often read in pairs or groups of two or three.

Speaking task: a customer dictates account data quickly. Write it down, read it back, then correct one deliberate mistake.

Homework: numbers drill in the PDF (part F), plus write out ten amounts from your own job in words.

Goals: put callers on hold, transfer them, deal with bad lines and close the call well.

Vocabulary: poner en espera (to put on hold) · colgar (to hang up) · transferir / pasar / comunicar (to transfer) · el interno / la extensión (extension) · la línea (line) · se cortó la llamada (the call dropped) · no se escucha bien (I can't hear you well) · devolver la llamada (to call back) · ocupado (busy, engaged) · dejar un mensaje (to leave a message) · gracias por su paciencia (thank you for your patience) · que tenga un buen día (have a good day)

Key structures:

• ¿Me permite un momento? Le voy a poner en espera.
• Disculpe la espera. / Gracias por esperar.
• Le paso con el área de facturación.
• ¿Hay algo más en lo que le pueda ayudar? (subjunctive after "algo más en lo que") Regional notes: "interno" in Argentina, "extensión" elsewhere. "¿Aló?" is used to answer the phone in Colombia, Peru and Chile, "¿Bueno?" in Mexico and "¿Diga?" or "¿Dígame?" in Spain. At work, always use the full company greeting.

Speaking task: a call with a hold, a bad line and a transfer. Then a polite close.

Homework: listen to Script 1 at all three speeds and shadow the agent lines.

Goals: apologise in a way that sounds sincere, recognise the customer's feelings and avoid sounding robotic.

Vocabulary: disculparse (to apologise) · la disculpa (apology) · lamentar (to regret, to be sorry) · sentir (to be sorry) · la molestia (trouble, annoyance) · el inconveniente (inconvenience, problem) · comprender / entender (to understand) · la paciencia (patience) · tiene toda la razón (you are completely right) · frustrante (frustrating) · la situación (situation) · de inmediato (immediately)

Key structures:

• Lamento mucho que haya tenido este problema. (lamentar + present perfect subjunctive)
• Le pido disculpas por la molestia.
• Entiendo perfectamente su molestia.
• Siento que haya tenido que esperar tanto. Regional notes: "Perdón" and "Disculpe" are both common. Spain often says "Disculpe las molestias". "Lo / la entiendo" is usual in Latin America, "le entiendo" in Spain.

Speaking task: respond to eight short complaints with an apology that matches each one, without repeating the same phrase.

Homework: write five apologies for real problems from your job.

Goals: let the customer tell the story, ask for details, paraphrase and log the complaint.

Vocabulary: la queja (complaint) · quejarse (to complain) · el cobro (charge) · el error (mistake) · fallar (to fail) · no funciona (it doesn't work) · roto / rota (broken) · dañado / dañada (damaged) · la demora / el retraso (delay) · llegar tarde (to arrive late) · prometer (to promise) · el número de reclamo (complaint reference) · registrar (to log) · anotar (to write down)

Key structures:

• Preterite and imperfect for stories: Cuando abrí la caja, la pantalla estaba rota.
• Si entiendo bien, usted... / O sea que...
• ¿Me podría dar más detalles?
• Ya registré su reclamo. El número es... Regional notes: "demora" is usual in Argentina, "retraso" in Spain. Spanish call centres often say "incidencia" for an open case. Mexico often uses "número de folio" for a reference number.

Speaking task: the teacher tells three complaint stories. Paraphrase each in two sentences and give a reference number.

Homework: listen to Script 4 (slow speed) and write down every past-tense verb the customer uses.

Goals: lower the tension, keep control of the call, set limits respectfully.

Vocabulary: el tono (tone) · enojado / enojada, enfadado / enfadada (angry) · molesto / molesta (upset) · gritar (to shout) · el supervisor / la supervisora (supervisor) · el respeto (respect) · comprometerse (to commit) · solucionar (to solve) · ahora mismo (right now) · paso a paso (step by step) · a continuación (next) · le aseguro que (I assure you that)

Key structures:

• Avoid "Cálmese" (calm down): it usually makes things worse.
• Quiero ayudarle a resolver esto. / Vamos a ver juntos qué podemos hacer.
• Le pido, por favor, que me permita revisar su cuenta. (pedir que + subjunctive)
• Limit: Quiero ayudarle, pero si continúan los insultos, voy a tener que finalizar la llamada. Regional notes: "enojado" in Latin America, "enfadado" in Spain. "Molesto" works everywhere and sounds softer.

Speaking task: three role plays with rising anger. The aim is to bring each customer down to a normal tone.

Homework: study the complaint-handling ladder (PDF part D) and learn one phrase for each step.

Goals: explain rules clearly, say no politely and always offer what you can do.

Vocabulary: la política (policy) · la norma (rule) · el plazo (time limit, deadline) · el requisito (requirement) · el comprobante (proof, receipt) · el ticket (receipt) · la garantía (warranty, guarantee) · vigente (in force, valid) · aplicar (to apply) · permitir (to allow) · la excepción (exception) · lamentablemente (unfortunately) · según (according to)

Key structures:

• Según nuestra política, el plazo para cambios es de 30 días.
• Me temo que no es posible...
• No puedo hacer X, pero lo que sí puedo hacer es Y.
• Impersonal se: No se aceptan devoluciones sin ticket.
• Es necesario que + subjunctive: Es necesario que presente el comprobante. Regional notes: "lamentablemente" and "desafortunadamente" are both used widely. "Ticket" is common in Argentina, Mexico and Spain. Chile and Peru often say "boleta".

Speaking task: five requests the agent must refuse. Every refusal ends with an alternative.

Homework: write the three most common "no" answers at your job, each with an alternative.

Goals: offer options, agree next steps, promise only what you can deliver, and review Weeks 1 and 2.

Vocabulary: la solución (solution) · la opción (option) · la alternativa (alternative) · el seguimiento (follow-up) · los días hábiles (business days) · el reembolso (refund) · la bonificación / el crédito (credit on an account) · comunicarse (to get in touch) · confirmar (to confirm) · avisar (to let someone know) · el correo de confirmación (confirmation e-mail) · mientras tanto (meanwhile)

Key structures:

• Future for commitments: Le enviaremos un correo de confirmación hoy.
• Ir a + infinitive: Le voy a llamar el jueves.
• En cuanto tengamos novedades, le avisaremos. (en cuanto + subjunctive)
• Tiene dos opciones: ... o ... ¿Cuál prefiere? Regional notes: "bonificación" is common on Argentine bills. "Abono" is used in Spain and other places.

Speaking task: a mini simulation of a full complaint call, from opening to close (4 minutes).

Homework: listen to Script 4 at natural speed and mark each ladder step the agent uses.

Goals: book, change and cancel appointments, offer time slots and confirm the details.

Vocabulary: la cita / el turno (appointment) · reservar (to book) · agendar (to schedule) · reprogramar (to reschedule) · cancelar / anular (to cancel) · disponible (available) · la disponibilidad (availability) · el horario (schedule, hours) · la franja horaria (time slot) · por la mañana / por la tarde (in the morning / afternoon) · el recordatorio (reminder) · presentarse (to come in, to show up) · puntual (on time)

Key structures:

• ¿Qué día le queda cómodo? / ¿Qué día le viene bien?
• Tengo disponibilidad el martes a las 10:00 o el jueves a las 16:00.
• Le confirmo su turno para el lunes 12 a las 9:30.
• Le recomiendo que llegue diez minutos antes. (recomendar que + subjunctive) Regional notes: "turno" in Argentina and Uruguay, "cita" in most other places. "Agendar" is common in Latin America. Spain says "pedir cita" and "¿Le viene bien?".

Speaking task: book three appointments, reschedule one and cancel one.

Homework: listen to Script 3 at all three speeds and write the confirmation line.

Goals: handle returns and exchanges, check conditions and explain the next steps.

Vocabulary: devolver (to return) · la devolución (return, refund) · cambiar (to exchange) · el cambio (exchange) · el reembolso (refund) · el comprobante de compra (proof of purchase) · la etiqueta (tag, label) · el embalaje original (original packaging) · defectuoso / defectuosa (faulty) · la talla / el talle (size) · el envío (shipping) · retirar / recoger (to collect) · sin usar (unused)

Key structures:

• ¿Lo quiere cambiar o prefiere la devolución del dinero?
• Para hacer el cambio, necesito que me muestre el ticket.
• Si trae el producto con la etiqueta, se lo cambiamos. (si + present, double pronoun se lo) Regional notes: "talle" in Argentina, "talla" elsewhere. "Retirar" is common in Latin America, "recoger" in Spain. Avoid "coger" in much of Latin America, where it can be vulgar.

Speaking task: an in-store return, a phone return of an online order, and one return outside the time limit.

Homework: listen to Script 2 and record the agent lines yourself.

Goals: explain charges, deal with double charges and late fees, and describe the refund process.

Vocabulary: el cargo (charge) · el cobro (charge, collection) · cobrar (to charge) · el débito automático / la domiciliación (direct debit) · el resumen de cuenta / el extracto (statement) · el vencimiento (due date) · el recargo (surcharge, late fee) · el interés (interest) · en cuotas / a plazos (in instalments) · la transferencia (bank transfer) · el pago mínimo (minimum payment) · duplicado (duplicated) · acreditar (to credit)

Key structures:

• Veo un cargo de 3.500 pesos del día 4.
• Ese cargo corresponde a...
• Passive se: Se le cobró dos veces el mismo servicio.
• Le vamos a acreditar el importe en su próxima factura. Regional notes: "cuotas" in Latin America, "a plazos" in Spain. "Domiciliación" in Spain, "débito automático" in Argentina.

Speaking task: a customer disputes three charges. Explain one, correct one and escalate one.

Homework: write a short explanation of a typical bill from your sector, in Spanish.

Goals: suggest a better product honestly, compare options and accept a no gracefully.

Vocabulary: el plan (plan) · mejorar (to upgrade, to improve) · la promoción (promotion) · la oferta (offer) · el beneficio (benefit) · incluir (to include) · sin costo adicional (at no extra cost) · la tarifa (rate) · mensual (monthly) · contratar (to sign up for) · dar de alta / dar de baja (to activate / to cancel a service) · la permanencia (minimum contract period) · recomendar (to recommend)

Key structures:

• Comparatives: Este plan incluye más datos que el suyo.
• Por solo 2.000 pesos más al mes, tiene...
• ¿Le interesaría...? / Si le parece, se lo activo ahora.
• No hay ningún problema. Si cambia de idea, puede llamarnos. Regional notes: "costo" in Latin America, "coste" in Spain (both understood). "Permanencia" is a Spain term for minimum contract periods.

Speaking task: offer an upgrade to three customers: one says yes, one asks questions, one says no.

Homework: listen to Script 5 and list every benefit the agent mentions.

Goals: explain requirements, verify identity safely and protect customer data.

Vocabulary: el formulario (form) · completar / rellenar (to fill in) · la firma (signature) · firmar (to sign) · la fotocopia (photocopy) · el original (original) · el documento de identidad (ID document) · el comprobante de domicilio (proof of address) · presentar (to submit, to show) · vencido / vencida (expired) · válido / válida (valid) · la constancia (official proof, record) · por motivos de seguridad (for security reasons)

Key structures:

• Para este trámite necesita traer el original y una fotocopia.
• Tiene que + infinitive / Hace falta que + subjunctive.
• Por motivos de seguridad, ¿me confirma su fecha de nacimiento?
• No le puedo dar esa información por teléfono. Regional notes: "completar" in Argentina, "llenar" in Mexico, "rellenar" in Spain. Spain also uses "el certificado de empadronamiento" as proof of address.

Speaking task: a counter role play: the customer arrives with an expired ID and is missing one document.

Homework: write the requirements list for one real procedure at your workplace.

Goals: write short, warm, correct chat replies, manage waiting times and close the chat.

Vocabulary: escribir (to write) · responder (to reply) · gracias por escribirnos (thank you for writing to us) · un momento, por favor (one moment, please) · revisar (to check) · el enlace (link) · adjuntar (to attach) · la captura de pantalla (screenshot) · el número de pedido (order number) · ¿Sigue ahí? (Are you still there?) · cerrar el chat (to close the chat) · la encuesta (survey)

Key structures:

• Short, complete sentences. No text-speak abbreviations.
• Estoy revisando su caso, deme un minuto, por favor.
• ¿Me puede enviar una captura de pantalla?
• Le comparto el enlace: ... Regional notes: "link" is very common in Latin America. "Pantallazo" is used in Spain and Colombia for a screenshot.

Speaking (writing) task: a live chat with the teacher: three customers, written replies under time pressure.

Homework: learn chat templates 1 to 15 (PDF part E) and adapt five to your job.

Goals: write clear service e-mails with the right greeting, structure and closing.

Vocabulary: el asunto (subject line) · estimado / estimada (dear) · el saludo (greeting) · la despedida (sign-off) · atentamente (yours sincerely) · saludos cordiales (kind regards) · adjunto (attached) · en relación con (regarding) · quedamos a su disposición (we remain at your disposal) · a la brevedad (as soon as possible) · el número de caso (case number) · responder a este correo (to reply to this e-mail)

Key structures:

• Estimado señor Pérez: (a colon after the greeting, not a comma)
• En relación con su consulta del día 3, le informamos que...
• Adjunto encontrará...
• No dude en contactarnos. Regional notes: "a la brevedad" is common in Latin America. Spain often prefers "lo antes posible". "Un saludo" is a common, friendly sign-off in Spain.

Speaking (writing) task: reply to three customer e-mails (a complaint, a request, a thank-you).

Homework: learn e-mail templates 16 to 30 and write one full reply from scratch.

Goals: know when to escalate, explain what happens next and pass the case on without making the customer repeat everything.

Vocabulary: derivar (to refer, to pass on) · escalar (to escalate) · el área / el departamento (department) · el técnico / la técnica (technician) · el caso (case) · la prioridad (priority) · urgente (urgent) · informar (to inform) · resumir (to summarise) · la nota interna (internal note) · la transferencia asistida (warm transfer) · pendiente (pending)

Key structures:

• Voy a derivar su caso al área técnica.
• Le explico lo que va a pasar ahora: ...
• Le paso con mi supervisora, que ya tiene todos los datos.
• Internal note: Cliente / Problema / Ya se hizo / Pendiente. Regional notes: "escalar" is common call centre language. "Derivar" sounds more natural to most customers.

Speaking task: a warm transfer. The student briefs the "supervisor" (teacher) in 30 seconds, then hands over the customer.

Homework: listen to Script 6 and write the internal note for that case.

Goals: put the whole course together in complete calls and assess yourself with the checklist.

Vocabulary: abrir / cerrar la llamada (to open / close the call) · la escucha activa (active listening) · la empatía (empathy) · el resumen (summary) · la confirmación (confirmation) · el tiempo de espera (waiting time) · la satisfacción (satisfaction) · la calidad (quality) · la grabación (recording) · esta llamada puede ser grabada (this call may be recorded) · el guion (script) · improvisar (to improvise)

Key structures: review of the opening, the questions, the ladder, options, future commitments and closing.

Speaking task: two full practice calls (one complaint, one sale or appointment). The student scores each with the checklist, then the teacher gives feedback.

Homework: re-record your weakest part of today's calls and listen to all six scripts at fast speed.

Goals: handle an unseen five-minute service call, receive checklist feedback and plan your next steps.

Vocabulary: review of the whole course, plus: la evaluación (assessment) · los comentarios (feedback) · el punto fuerte (strength) · mejorar (to improve) · seguir practicando (to keep practising)

Speaking task: a live, unscripted 5-minute call graded with the call-simulation checklist (PDF part G). Then a 10-minute debrief and a short plan for continued practice.

Homework: none. You receive your checklist results, teacher notes and your Vamos Academy certificate of completion.