English for Customer Service

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Target Group

Customer Service staff
Counter Service staff
Guest Relations staff
Managers and supervisors

Key Content

Understanding customer needs
Offering help and responding to requests
Relationship building
Professional call handling
Customer care on the phone
Professional email writing
Dealing with complaints
Explaining delays
Developing Service Mind

Outcomes

Provide a good level of customer service in your work environment
Respond politely in face-to-face situations
Deal with common situations and issues on the phone and by email

Methodology

Instructor-led classroom tuition
Multimedia learning materials
Customer Service role-plays and simulations
Customer Service coaching
Instructor feedback