English for Customer Care is suitable for people who have direct contact with customers in a variety of contexts, including hotels, banks, helpdesks and call centres.
You will learn the language skills, professional techniques, and specific strategies you need to communicate successfully in English with customers.
Each unit of English for Customer Care addresses the different forms of customer contact, such as face to face meetings, telephone calls, and written communication. The final unit presents the skills needed to solve problems and deal with customer complaints effectively.
Unit 1: Introduction to Customer Care
Customer care success, customer care business and jobs.
Unit 2: Face to face with customers
Body language, a company visit, trade fairs, the invisible customer.
Unit 3: Dealing with customers on the phone
General telephoning, the 'customer care' phone call, what the customers really hear.
Unit 4: Call centre success
Taking an order, hotline, customer-centered call centres.
Unit 5: Delivering customer care through writing
Effective letters and emails, formal and informal writing styles.
Unit 6: Dealing with problems and complaints
Complaint strategies and policies, the letter of apology, explaining company policy.
- Engaging topics, motivating role-plays, and a variety of exercises provide a framework for each specialist subject
- Tip boxes in each unit include key language points, useful phrases, and strategies
- STARTER section at the beginning of each unit has warm-up and awareness-raising activities
- OUTPUT sections at the end of each unit encourage discussion and reflection
- Answers, transcripts, and a glossary of useful phrases at the back of each book
- Self-study material on the interactive MultiROM includes realistic listening extracts and interactive exercises for extra practice