Build practical communication skills for business, customer service, and professional environments. Through role-playing, real-world scenarios, and interactive tasks, students develop fluency, confidence, and the communication strategies needed to succeed in global workplaces.
Build Job-Ready Business Communication Skills
Effective Communication in Customer Care
Our Business English for Customer Care (BECC) program not only covers a wide range of topics relevant to business, including effective communication techniques, professional email writing, handling customer inquiries, and resolving complaints, but also integrates practical learning experiences. Through role-playing exercises, field trips to local businesses, and real-life case scenarios, BECC offers a comprehensive training experience tailored to the needs of modern businesses.
By positioning BECC as our new flagship business program, we’re not only enhancing our offerings but also showcasing our commitment to providing practical and impactful language training. The BECC offers the best of both worlds: essential business English skills and invaluable customer care training, reinforced through hands-on learning experiences.
- Program Highlights
- Learning Outcomes
- Program Info
- Weekly Themes
- Course Descriptions
- Timetable
- Career Opportunities
Real-World Role-Play
Customer Communication Skills
Problem Solving Focus
Business Communication Training
Customer Communication
Business Communication
Problem Solving
Multi-Channel Communication
Professional Etiquette
Toronto Campus
Introduction to Customer Care
Customer care success, customer care businesses and jobs, surprising facts about customer care. Skills and qualities for good customer care. Making suggestions.
Face 2 Face with Customers
Body Language, a company’s visit, meeting do’s and don’ts, at a trade fair, the invisible customer. Basic socializing language, the importance of small talk, follow-ups, steps for winning customers in your presentations.
Dealing with Customers on the Phone
General telephoning, the “Customer care” phone call, what customers really hear. Being courteous on the phone, making sure you understand, making arrangements. Telephone conversations in different contexts.
Cell Centre Success
Taking an order, hotline (troubleshooting), customer-centered call centers. The first impression, clarifying and explaining, checking comprehension.
Delivering Customer Care through Writing
Effective letters and emails, formal and informal writing styles, the 5 C’s of customer care writing, a case study. Salutations and closes, standard phrases for handling customers (connecting with the reader, taking action, etc.) Enclosures and attachments
Dealing with Problems and Complaints
Complaint strategies and policies, the letter of apology, explaining company policies, opinions about complaints and apologies. Softening bad news and apologizing. Problem-solving steps.
Role-Playing
Role-play in different situations, environments, contexts with different companies, people and devices. Students will use different scenarios to deal with customer care.
Phrases, Vocabulary & Presentations
Vocabulary and phrases building, presentations in different roles of customer care, review and field trip.
- Restaurant
- Hotel
- Front desk
- Reception
- Tourism
- Call Center
- Any company dealing with customers
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Upper Madison College – Designated Learning Institution Number (DLI #) O19529728922