This course sets out to provide the delegates with the skills necessary to maintain a courteous, calm and confident manner in dealing with personal and telephone situations of every kind, from general enquiries to specific customer complaints. Practical exercises and role-plays will be used whenever possible to increase confidence and to ensure that techniques can be easily applied back in the work environment.

The material used: English for Customer Care

English for Customer Care is part of the EXPRESS SERIES. It is the ideal quick course for customer care professionals who need to communicate effectively with their customers in English, whether in person, over the phone, or in writing. It can be used to supplement a regular coursebook, on its own, as a stand-alone intensive specialist course of for self-study.

Key Features of the Book
A broad range of material presenting language in context
Customer focus extra boxes with tips and key language for dealing
effectively with customers
Stimulating role-plays for pairwork tasks
STARTER section at the beginning of each unit with warm-up and awareness-raising activities
OUTPUT section at the end of each unit with topics for discussion and reflection
Appendix including an answer key, transcript, A-Z wordlist and a glossary of useful phrases and vocabulary.