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