ESL for Customer Service
“The mastery of customer service can mean the difference between success and failure.”
“The results of a recent study by Netreflector, Inc report that heavy accents or poor English in customer service representatives (CSRs) are the top complaint of English-speaking customers by almost a two to one margin (29% to 18%). This ranked higher than rude CSRs.” - F. John Reh
This four-hour course will cover:
Definining 'Quality Customer Service'
- Expectation of staff within the service industry
Common English phrases used within the service industry
- Greetings
- Requesting information and asking questions
- Speaking on the phone
Writing messages/faxes
Proving verbal information on:
- Services/Facilities
- Menu and Taking Orders
- Prices and Totals
- Giving Directions
Dealing with difficult situations:
- Handling complaints
- Agreeing/Disagreeing
- Apologizing
- Saying 'no' politely
Satisfied customers are those who find the experience satisfactory. Loyal customers are those who are so satisfied they recommend the experience to others and bring their friends. Continuing to focus and develop the processes necessary to enhance customer interactions will lead to better customer relationships, customer longevity, and customer loyalty. Happy customers lead to more customers which lead to a financially healthy and profitable company.
For a Free No-Obligation Needs Analysis, please complete the form below.
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