Customer Service In English

• Customer service staff who interact with customers in English
• CS teams who are struggling to deliver high level customer service
• A minimum level of B2 (upper-intermediate) is required to participate in this course

• The course is designed by experienced language trainers who have experience of working in Customer Service training roles
• Run by experienced native-speaker language trainers

The course focuses on two communication channels - telephone and email - and trains participants how to structure interactions for maximum effect.
 

Beginning the Interaction

Welcoming the caller; securing the call, framing actions for the caller’s benefit, creating rapport; using your voice effectively; using the caller’s name

Listening to the Customer

Active listening; summarizing and paraphrasing to clarify the issue; establishing the desired outcome

Outlining a Solution

Describing required actions; making polite requests; explaining procedures tactfully

Managing Emotions

Dealing with angry callers; managing your own emotional state; chaining emotions to lead the caller towards cooperation

Customer Service by Email & Chat

Structuring an email; finding the right tone; moving the reader from the problem to solution; Useful expressions for chat conversations

Cultural Differences in Customer Service

US & UK expectations towards customer service; how to build rapport with US or UK customers

Practicing key skills step-by-step during small group exercises and role plays, you will get feedback on how well you have acquired the customer service techniques and language patterns.

• Participants who successfully complete the course receive a certificate, as well as our guidebook to Customer Service in English.