Customer Service English

Customer Service English at ACE Education

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.


  • 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.


ACE Education Center – Mont Kiara

ACE Language Centre – USJ 10

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  •  2 Days of training
  •  E-Certificate of Completion
  •  E-Training manual
  •  Trainer logistic to client’s place



What Students Say

ACE Education - No.1 Tuition Centre in Malaysia

The lesson with Ms. Sadi went very well and thank you for recommending her. Both Lauren and I are very happy with her knowledge, teaching style and level of enthusiasm!

Ms. Paula



We are attending ACE Education Centre for 6 months already and we are very satisfied with the level of teachers and education. Great work ACE! See you in the class!




I have been studying Mathematics at ACE Education since then I have improved myself. I am really happy with my teacher.


Mathematics Students


I am learning Mandarin and English at ACE Education. I have improved my grades in the school. Amazing support.


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ACE Education really helped me to improve my skills in Mathematics and to achieve good grades. The teacher was highly experienced and taught me from basic to advanced level. Thank you so much for all your guidance.


Mathematics Students


This class helped me to develop my essay writing skills that I previously was very unsure of. Sociology is a very broad topic, so it was difficult to be sure whether that knowledge I had and the way I wrote was even correct.

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A2 Sociology Student


I would like to recommend ACE Education to all students who are struggling to get high grades in IGCSE based on my personal experience. All teachers are staff are so professional and kind.


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My daughter scored A* in Maths, Chemistry, and Physics and she is really happy and really thankful to the tutors from ACE Education as they helped her a lot throughout her journey at ACE Education


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I was OK with all IGCSE subjects except Biology so I got a Biology tutor from ACE Education. She worked hard with me to develop an interest in Biology and just because of her kind support and guidance I scored B which is unbelievable as before her assistance I could hardly get D.


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ACE Education has helped my daughter in preparing a personal statement and UK college admission for Arts. Highly recommended their services.


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