Language level A1 to C2: what does it mean on the phone?

Almost every customer service job lists a code like B2 or C1. What does it mean? And is your German, English or Italian good enough for a call with an upset customer? Here is an honest overview.

What A1 to C2 means

The levels come from the Common European Framework of Reference for Languages, CEFR for short. The Council of Europe published it in 2001 and added a companion volume in 2020. The CEFR describes what you can do with a language, not which grammar rules you have learned.

There are six levels in three groups. A1 and A2 stand for basic users, B1 and B2 for independent users, C1 and C2 for proficient users. Each level is described separately for listening, reading, speaking and writing. So you can be B2 in reading and B1 in speaking.

What works on the phone at each level

Talking on the phone is harder than talking face to face. You see no gestures, the line crackles and the customer may speak a dialect. Roughly, it looks like this:

1. A1You understand names, numbers and single words when someone speaks slowly. A customer conversation is not possible yet.
2. A2You answer short, familiar questions, for example about opening hours. Anything unexpected gets difficult.
3. B1You cope with familiar topics when the customer speaks clearly. With a fixed script, a simple standard case works, but you often search for words.
4. B2You speak fluently enough that both sides understand each other without much effort. Written service and simple calls with a script are realistic.
5. C1You express yourself spontaneously and precisely, even when the customer speaks fast or is upset. You pick up on undertones and respond politely but firmly.
6. C2You understand practically everything and phrase things with great nuance. You need this for difficult negotiations, not for every working day.

Which task needs which level

For written requests such as order status by e-mail, B2 is often enough. You have time to look up a word and can use text templates. You fix mistakes before you click send.

On the phone you do not have that time. With a complaint you have to listen, ask questions, explain a solution and stay calm, all in real time. That is why companies usually ask for C1.

Whether B2 or C1 is required depends less on the language than on the channel and the topic. At krejton, every job lists the level we expect for each language.

Assess yourself and improve

A certificate helps, but is not always necessary. What matters is an honest assessment, because your level will show in the first conversation at the latest. Here is how to go about it:

• Read the CEFR self-assessment grid. It describes each level in simple sentences, separately for listening, reading, speaking and writing.
• Act out a typical customer call and record yourself. Listen to it the next day: where did you hesitate, where was a word missing?
• Actually make phone calls in the language, for example with friends or in a language exchange. Audio-only calls are harder than video calls, so practise exactly those.
• Listen to podcasts and radio at normal speed, not just learning material. On the phone, nobody slows down for you.
• Learn the words of your industry on purpose: delivery, return, credit note, cancellation. With the right vocabulary you sound more confident straight away.