Description
Refining English Communication Skills for Sales & Customer Care Staff
Objectives
Upon completion of this course, participants will be able:
- To enhance their understanding and appreciation of effective English communication skills
- To be able to communicate politely and confidently with customers and deal with all manners of complaints and inquiries
- To be able to write service incident reports more accurately
Programme Duration
This 20-hour programme will be conducted over 10 sessions.
Curriculum (This can be customised to meet your company’s training needs)
| SESSION | TOPICS | GRAMMAR | USEFUL LANGUAGE | |
| 1 | Greeting the Customers
Jobs & Responsibilities |
Present Perfect+for/since,
Present perfect continuous |
Describing responsibility;
Telephone language |
|
| 2 | New Contacts
Explaining Company Products |
Articles: a/an, the, no article
Countable & un-countable Being Polite |
Explaining company products and/ or services;
Small talks |
|
| 3 | Explaining Store Promotions or Offers | ed/-ing
adjectives |
Explaining store promotions or discounts | |
| 4 | Negotiation
Explaining Warranty and Insurance Issues |
Modals of obligation:
Must, have to, should, should have |
Explaining warranty and insurance issues | |
| 5 | Negotiation
Win-win Negotiation |
1st, 2nd & 3rd Conditional | Negotiation language
** Mid-Test |
|
| 6 | Orders
Explaining payment terms and conditions |
Making suggestions | Skills & qualities for good customer care | |
| 7 | Orders
Checking and confirming Information |
Can, could, be able to
Reflexive pronouns |
Sales contract | |
| 8 | Customer Care | General telephoning | Complaint management | |
| 9 | Customer Care
Incident Reports |
Collocation: verbs/ adjectives + prepositions | Softening bad news and apologizing
Report format |
|
| 10 |
Review & Final Test |
|||
By providing brilliant services, your sales or customer care team will receive fewer complaints, have less stress and positive team spirits. As a whole, your business will have better publicity, reputation and more happy customers. So call 62255988 today, we can assist you to arrange the most suitable English training course to meet your team’s learning needs.
If you would like to know more about other English language courses, please click here.
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