rest assured /rɛst əˈʃʊrd/ - to be certain or confident about something, be glad to /bi ˈɡlæd tuː/ - a polite way of saying you’re willing to help, on hold /ɒn hoʊld/ - waiting during a phone call, concern /kənˈsɜrn/ - something that worries or troubles a customer, look into /lʊk ˈɪn.tuː/ - to investigate or check something carefully, escalate /ˈɛs.kə.leɪt/ - transfer an issue to a higher level of support, request /rɪˈkwɛst/ - a formal way of asking for something, provide /prəˈvaɪd/ - to give or supply, right away /raɪt əˈweɪ/ - immediately, pull up /pʊl ʌp/ - to open or find information in a system, assist /əˈsɪst/ - to help, refund /ˈriːfʌnd/ - money returned to a customer,

CSI - Key concepts

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