Customer Care.

A short course designed for people working in customer service who need a good level of English. Ideal for people who work in the sales or customer service department of companies. It will help people who have direct contact with customers either face-to-face or on the telephone. The language skills and specific techniques, together with the expressions and vocabulary presented in this course will allow you to communicate successfully.

This course covers:

1. Introduction to Customer Care

  • Customer care success
  • Customer care business and jobs

2. Face to face with customers

  • Body language
  • A company visit
  • Trade fairs
  • The invisible customer

3. Dealing with customers on the phone

  • General telephoning
  • The 'customer care' phone call
  • What the customers really hear

4. Call centre success

  • Taking an order
  • Hotline
  • Customer-centred call centres

5. Delivering customer care through writing

  • Effective letters and emails
  • formal and informal writing styles

6. Dealing with problems

  • Complaint strategies and policies
  • The letter of apology
  • Explaining company policy