描述
提高销售和客户服务人员的英语沟通技巧
您对销售或客户服务团队的表现满意吗？您是否收到过客户关于他们在您的商店中遇到的服务不佳的投诉？或者您是否正在寻找英语课程来帮助您的 一线 员工更清晰、更礼貌地与客户交谈？
好吧，您来对地方了，我们有好消息要告诉您！我们经验丰富的专业教师可以帮助您的团队。这是因为 本课程的主要重点是提高员工的英语沟通技巧和人际交往能力，以便他们能够取悦您的客户。
研究表明，与公司有友好和积极互动的客户可能会向其他人推荐该公司。此外，没有什么比从满意的客户那里获得持续推荐更令人满意的了。
目标
完成本课程后，参与者将能够：
- 提高他们对有效英语沟通技巧的理解和欣赏
- 能够礼貌和自信地与客户沟通，并处理各种投诉和查询
- 能够更准确地编写服务事件报告
课程时长
这个20小时的课程将分10节课进行。
课程 （可根据贵公司的培训需求进行定制）
| 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.
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