English for Customer Care

English for Customer Care has been developed for people working in customer service who need a good level of English. You might be working in the sales or customer service department of a company, or you might have direct contact with customers in a bank or hotel. Or perhaps you speak to customers on the telephone from a helpdesk or a call centre. In all of these situations you need language skills and specific techniques in order to be able to communicate successfully. English for Customer Care not only offers expressions and vocabulary, it also addresses strategies related to the effective use of English in a business context.

Course Content

Introduction to customer care

Customer care success

Customer care businesses and jobs

Surprising facts about customer care

Face to face with customers

Body language

A company visit

Meeting do’s and don’ts

At a trade fair

The invisible customer

Dealing with customers on the phone

General telephoning

The ‘customer care’ phone call

What the customers really hear

Call centre success

Taking an order

Hotline (Troubleshooting)

Customer-centred call centres

Delivering customer care through writing

Effective letters and emails

Formal and informal writing styles

The five Cs of customer care writing

A case study

Dealing with problems and complaints

Complaint strategies and policies

The letter of apology

Explaining company policy

Some opinions about complaints and apologies

For more information on this course, please contact me.

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Picture of Nigel Bailey

Nigel Bailey

Nigel is a qualified Teacher of English as a Foreign Language and has been teaching in Poland since 2003. He has been teaching over the Internet since 2008 and has taught more than 1,000 students in this way.

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