Millions of customers around the world speak every day with Indian customer service and support teams, and millions of Indians speak with service agents at home: banks, telecom companies, airlines, delivery services. These calls follow trained structures, and agents are often trained in a so-called "neutral accent": a style that reduces some regional features and adjusts sounds and pace for international or national listeners. What you will learn: • The structure of A service call • The "Neutral accent" and adaptation • Spelling out letters • Numbers on the phone • Polite service formulas • Making your call GO smoothly • Practice: decode the call • Listening strategies • Self-check questions to test your ear Level: B1–B2. Self-study: listen, then take the quizzes. Audio voiced with AI from an original script by Dr. Rashmi R Nair.