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Professional English for Customer Service
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24 teaching units -
12 weekly lessons -
90 minutes -
Format: Group (3-8) -
Place: Online -
Course start: 2023-01-23
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Course end: 2023-04-30
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Registration end: 2023-01-20
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1. Course description
Customer service the face of a company and plays a crucial role in building and maintaining customer relationships. It is important for a number of reasons.
Firstly, it is an essential part of any business or organization and plays a key role in maintaining customer satisfaction and loyalty. Providing high-quality customer service can help a business to stand out from its competitors and attract new customers. Additionally, effective customer service can help to resolve customer issues and concerns quickly and efficiently, improving the overall customer experience and building trust and confidence in the business. Good customer service can also help to generate positive word-of-mouth and online reviews, which can further enhance a business’s reputation and attract new customers.
Why to have the customer service in English?
In addition, customer service in English is important because English is a widely-spoken language and many customers may prefer to communicate in English when seeking assistance or support from a business or organization. Providing customer service in English can help to improve communication and understanding between customers and customer service representatives, which can lead to better resolution of customers’ concerns or issues and overall customer satisfaction. Additionally, providing customer service in English can also help to establish a business or organization as professional and credible, which can help to attract more customers and build a positive reputation.
English for Customer Service course at ZENITH lingo
English for customer service is a specific type of English language training that focuses on teaching individuals the communication skills and language needed to effectively assist and support customers in a customer service role.
This course teaches vocabulary and phrases commonly used in customer service interactions, as well as communication techniques for building rapport with customers and resolving their concerns or issues. It includes both classroom instruction and practical, hands-on training in a simulated customer service environment.
Certificate
Upon successful completion of the Professional English for Customer Service course, learners will be awarded a Certificate of Completion. Those who demonstrate active participation in at least 85% of the classes and achieve a score of 90% or higher on course assessments will be eligible to receive a Certificate of Achievement. These certificates serve as recognition of the student’s dedication and accomplishment in the course.
2. What you will learn
Our Professional English for Customer Service course includes a combination of lectures, discussions, group work, and individual assignments to provide a well-rounded learning experience for students. In this course, you will improve your English language skills and communication strategies to assist and support customers professionally.
You will also practice the language and skills learned in class in a realistic customer service scenario.
Your instructor will regularly assess and evaluate your performance to monitor progress and identify areas for improvement.
3. Who is this course for?
all businesses
4. Course program
Introduction to customer service and the role of language
- Overview of customer service and its importance
- The role of language in customer service interactions
- Common vocabulary and phrases used in customer service
Understanding customer needs and concerns and using language to effectively address them.
- Identifying and addressing common customer concerns and issues
- Using language to provide clear and concise information to customers
- Practice role-playing common customer service scenarios
Customer service English in practice
- Common vocabulary and phrases
- Greetings
- Introductions
- Questions and responses
Role-playing and case studies 1
- Interactive role-playing activities to help students practice customer service scenarios
- Case studies to help students apply their knowledge and skills to real-world situations
Building rapport with customers
- The importance of building rapport with customers
- Strategies for establishing a connection with customers
- Active listening and responding to customer needs
Resolving customer concerns and issues
- Discussion of common customer concerns and issues
- Strategies and techniques for resolving customer concerns and issues effectively
- Practice activities to help students apply these strategies and techniques
Role-playing and case studies 2
- Interactive role-playing activities to help students practice customer service scenarios
- Case studies to help students apply their knowledge and skills to real-world situations
Handling difficult customers
- Common challenges in dealing with difficult customers
- Techniques for diffusing conflict and resolving customer issues
- Role-playing exercises to practice handling difficult customer scenarios
Customer service through writing 1
- Professional and effective emails or messages
- Other written communications with customers
Customer service through writing 2
- Professional and effective emails or messages
- Other written communications with customers
Role-playing and case studies 3
- Interactive role-playing activities to help students practice customer service scenarios
- Case studies to help students apply their knowledge and skills to real-world situations
Review and assessment
- Review of key concepts and language learned throughout the course
- Final assessment and evaluation of students’ progress and skills.
Introduction to customer service and the role of language
- Overview of customer service and its importance
- The role of language in customer service interactions
- Common vocabulary and phrases used in customer service
Understanding customer needs and concerns and using language to effectively address them.
- Identifying and addressing common customer concerns and issues
- Using language to provide clear and concise information to customers
- Practice role-playing common customer service scenarios
Customer service English in practice
- Common vocabulary and phrases
- Greetings
- Introductions
- Questions and responses
Role-playing and case studies 1
- Interactive role-playing activities to help students practice customer service scenarios
- Case studies to help students apply their knowledge and skills to real-world situations
Building rapport with customers
- The importance of building rapport with customers
- Strategies for establishing a connection with customers
- Active listening and responding to customer needs
Resolving customer concerns and issues
- Discussion of common customer concerns and issues
- Strategies and techniques for resolving customer concerns and issues effectively
- Practice activities to help students apply these strategies and techniques
Role-playing and case studies 2
- Interactive role-playing activities to help students practice customer service scenarios
- Case studies to help students apply their knowledge and skills to real-world situations
Handling difficult customers
- Common challenges in dealing with difficult customers
- Techniques for diffusing conflict and resolving customer issues
- Role-playing exercises to practice handling difficult customer scenarios
Customer service through writing 1
- Professional and effective emails or messages
- Other written communications with customers
Customer service through writing 2
- Professional and effective emails or messages
- Other written communications with customers
Role-playing and case studies 3
- Interactive role-playing activities to help students practice customer service scenarios
- Case studies to help students apply their knowledge and skills to real-world situations
Review and assessment
- Review of key concepts and language learned throughout the course
- Final assessment and evaluation of students’ progress and skills.
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