Specialized language course for your company
Our aim is to provide you with solutions tailored to your needs and expectations. The Customer Service in English course is just such a proposal, perfectly matching the contemporary approach to customer service in commerce and services. All lessons and assignments within the course are prepared by professionals, lecturers, and native speakers who are fluent in English and have extensive knowledge and experience in working with customers. We work exclusively on the basis of top-quality materials, created on the basis of current content and the latest industry trends. On demand, we also prepare our students linguistically for the popular COPC industry exams.
Customer service in English – course organisation
We focus on providing comprehensive service to our customers, which is why our offer of specialised language courses is a complete solution for your company. Do you want to invest in the development of your employees and quickly and effectively improve the quality of customer service in your company? Outsource the organisation of the course to us and we’ll take care of the rest. We take it upon ourselves to conduct level tests, construct appropriately sized groups of students and set up a convenient timetable. In addition, you can count on detailed reports on the activity and progress of your employees. You will be able to enjoy the first results of this project in no time!
What the customer service course in English entails
Our workshop Customer Service in English is used by customer service staff from IT, e-commerce, SSC, medical centres, transpor,t and forwarding companies, among others. Participants: language level B1 and above. A1 and A2 level participants are invited to attend a General English course first, followed by further training in a selected workshop.
Workshop objectives:
- Develop the ability to communicate with customers in English in different forms of contact: in person, by telephone and by e-mail.
- Improve the ability to understand English in a business context in different forms of contact.
- Increase confidence in dealing with foreign customers in various forms of contact.
- Improve the performance and quality of customer service by increasing the language competence of members of the client service team.
Intensive and effective - that's how we teach
We believe that learning English can be fast and effective at the same time. We focus on intensive work, dynamic pace, and optimally tailored content. We brush up on universal language skills with the specialised vocabulary necessary for top-level customer service. All the lessons in the course are structured in such a way as to ensure an ideal balance between theory and practice, so that students break through the language barrier in no time and, upon completion of the course, communicate fluently and freely with the company’s customers.
Classes are conducted in an interactive format, using a variety of tools such as:
- Multimedia presentations
- Pair discussions
- Group discussions
- Business games and scenarios
- Simulated telephone conversations,
- Practising written correspondence with the client
- Consolidation exercises supported by AI
Organization of activities
Meetings are held via Zoom.
Classes possible 6.00 a.m.-10:00 p.m. Monday-Friday and 8.00 a.m.–8:00 p.m. at weekends.
Recommended group size: up to 6 people.
Course content
1. Greeting the customer and introducing oneself in English
– Developing the ability to speak in English in the context of a face-to-face meeting and telephone and e-mail contact.
2. Open and closed questions in the context of customer service, identifying customer needs.
3. Telephone conversations with customers
– Developing skills in telephone conversations in English, including introducing oneself appropriately, asking questions and clarifying problems.
4. Taking orders from customers
– Develop the ability to take orders from customers in English, whether in person, by telephone or by email
5. Answering questions about a product or service
6. Informing the customer about promotions and special offers
7. Accepting complaints from customers, complaints procedures.
8. Apologising to the customer for a company error.
9. Correcting pronunciation of customers’ names, names of e.g. products, numbers, etc.
10. Explaining technical problems to customers.
11. Offering alternative solutions to customers.
12. Proactively solving customer problems.
13. Thanking customers for their purchases, choosing our company’s products.
14. Maintaining a positive conversational tone with the customer.
15. Explaining return procedures.
16. Answering complex customer questions.
17. Presenting new products and services.
18. Assisting customers in completing forms.
19. Providing customers with information on the status of the order
20 Concluding the conversation with the customer in a positive manner, thanking them for the conversation.
