Help Desk English
Client: Mobile Vikings (Telecommunications Company)
An 8-week industry-specific English program for Mobile Vikings’ support team, featuring real-life roleplays and a custom handbook.
First edition – October – December 2024 (8 weeks), second edition – April – June 2025 (8 weeks).
Overview
Commissioned by Mobile Vikings, this customized communication program aimed to equip customer service representatives with the English skills necessary to handle common client interactions confidently and professionally.
Following the successful first edition, the client recommissioned the program a year later to include new hires.
Objectives
Develop functional speaking skills for handling customer issues over the phone in English.
Introduce industry-specific vocabulary and common expressions used in telecommunications support.
Build participants’ confidence through repeated roleplay and scenario-based simulations.
Support independent practice with a custom-designed handbook.
Program Structure
Initial Assessment: Each participant completed a 15-minute level interview. Based on these, they were grouped by ability. This process was conducted in close cooperation with the company’s HR department.
Orientation Session: Participants shared real customer FAQs, which informed the creation of lesson materials and scenarios.
8 Weekly Lessons: Each session focused on a specific help desk theme (e.g. verification, payment issues, data problems, login support).
Practical Simulations: Roleplays and guided feedback allowed for immediate practice and correction in a supportive environment.
Learning Materials
1. Handbook
Participants received a 15-page printed handbook designed in Canva, which included: thematic lesson overviews, target vocabulary and phrases, realistic conversation models, practice activities for self-study
The handbook was used both during lessons and between sessions to reinforce learning and encourage autonomy.
2. Presentations
Each lesson was supported by a 20-slide presentation, which included 2 revisions, relevant vocabulary to the lesson’s topic and exercises and roleplay scenarios.
Outcomes & Feedback
The program received excellent feedback from participants, who reported increased confidence in English phone conversations. A company-run internal survey confirmed high satisfaction rates. Due to the program’s success, it was re-commissioned for a new cohort in Spring 2025, including newly hired team members and those who had expressed interest after the first edition.
