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Effective Communication in Customer Care

“This course is beneficial if you want to work in sales or customer service department of a company, or you might have direct contact with customers in a bank, hotel or restaurant. Or perhaps, you speak to customers on the phone from a helpdesk or a call center. In all these situations, you need language skills and specific techniques 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.”

Fernando CastanedaColombia
Real-Life Situations
Field Trips
The 5Cs of Customer Service
Effective complaint strategies and policies
Receive a UMC Certificate for completion of English for Customer Care
Authentic material and resources
Problem Solving and Problematic Customers

Speaking and Listening


Critical Thinking

Presentation Skills


Problem Solving

Toronto Campus

Entry Level

Placement at Level 7
(Successful Completion of Level 6)


  • 8 weeks

Start Date

April 22nd, 2024

Program Options

Intensive 28 lessons/week

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-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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