Thank you so much for this! It was really insightful and I’m glad you managed to gain some confidence! For sure, this guy is definitely resilient which is why I want to be careful in my approach and not come off as patronising or at the same time ask him to do too much out of his comfort zone at once. Baby steps is kind of where we are now and I’m in a group chat where I’m available to sit on the phone with him for support if needs be. I have no doubt he will get better the more he does it too. Stutter aside I’ve yet to see someone who has no previous customer service experience not be nervous at the idea of phone calls. Do you think suggesting a written “script” might help take the pressure off knowing what to say? So at least to begin with it takes away that “wtf do I say” part?