Customer Service English

Course Objectives:

• Enhance English language skills specifically tailored for customer service roles.
• Improve spoken and written communication for handling customer inquiries, complaints, and interactions.
• Develop confidence in using appropriate language and tone to deliver exceptional customer service.
• Prepare participants to effectively communicate with diverse customers and resolve issues professionally.

Target Audience:

• Customer service representatives, call center agents, and frontline staff.
• Professionals looking to improve English communication skills in customer-facing roles.

Methodology:

• Interactive Learning: Engage participants through role-plays, simulations, and interactive exercises mimicking real customer interactions.
• Case Studies: Analyze and discuss case studies to understand various customer service scenarios and practice language skills.
• Practical Skills Development: Focus on practical skills such as handling phone calls, responding to emails, and resolving customer issues effectively.
• Feedback and Assessment: Provide constructive feedback and assessments to monitor progress and reinforce learning outcomes.

Course Modules:

1. Introduction to Customer Service English

   • Overview of essential customer service communication skills and strategies.

2. Effective Communication Techniques

   • Techniques for active listening, empathetic responses, and clear communication.

3. Language for Handling Inquiries

   • Vocabulary and phrases for answering customer queries and providing information.

4. Managing Customer Complaints

   • Strategies for managing and resolving customer complaints professionally.

5. Email and Written Communication

   • Writing clear and professional emails, letters, and messages to customers.

6. Telephone Etiquette and Skills

   • Best practices for answering calls, taking messages, and handling phone conversations.

7. Cultural Awareness in Customer Service

   • Understanding cultural differences and adapting communication to meet diverse customer needs.

8. Role-plays and Simulations

   • Applying learned skills through role-plays and simulations of typical customer service scenarios.

9. Customer Service Excellence

   • Strategies for delivering exceptional customer service and building customer loyalty.

10. Final Assessment and Feedback

    • Conducting a final assessment to evaluate language proficiency and customer service skills.

Branches:

ACE Education Center – Mont Kiara

• Address: D-05-08 & D-05-09, Block D, Plaza Mont Kiara, Jalan Kiara, Mont Kiara, 50480, Kuala Lumpur, Malaysia
• Phone: +603-6419 6834/35
• Email: [email protected]
• Website: www.aceeducation.com.my

ACE Language Centre – USJ 10

• Address: C7, USJ10/1J, Taipan Business Centre, 47610, Subang Jaya, Selangor, Malaysia
• Phone: +60162477738
• Email: [email protected]
• Website: www.aceeducation.com.my