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
Role-Playing
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
Pronunciation
Critical Thinking
Presentation Skills
Summarizing
Problem Solving
Toronto Campus
Entry Level
Placement at Level 7
(Successful Completion of Level 6)
Duration
- 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-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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