Name: Mohammad

Agil Irfani

Id : 202101060036

Class:PBI 2

Subject: English for Customer Care (Final test)

Summary of English for Customer Care

The Customer Care was created for people who work with direct customer service. For
certainsituations, and mastery of the right communication techniques is very useful in
conversationswithcustomers,insales,instores,banks,hotels,duringcallcallsintheCallCenter.Thisser
iesof short courses demonstrates the most important English and expressions, as well as
examplesof conversation, very useful in the workplace. Customer care is the act of assisting
customers inthe discovery, use, and troubleshooting of their products or services. It also
includes processesthatenableagoodcustomerserviceexperience.

Customer care is very important in establishing a good relationship between the company
andthecustomer.Throughgoodandsatisfactoryservice,customerswillfeelhappyandfeelappreciate
d by the company or organization. In addition, it also plays an important role inincreasing
customer loyalty. Customers who are satisfied with the services provided will tend toreturn to
buy products or services from the company. They may even recommend the
productorservicetoothers.

There are several types of customer careor customer service with various communicationmedia
such as, the first is running customer service (traditional customer service where when
acustomer has a complaint they will visit the company's customer service department
directly).Second, customer service via Email and Telephone (Customer service numbers and
emails areusually listed on product packaging, company brochures, websites and so on to make
it easierfor customers to find a number they can call when they have problems or questions
aboutproducts/services). Third, customer service through social media (companies should
providecustomer service via social media so that customers can easily connect with companies
fromtheir social media such as Facebook, Instagram, TikTok, Twitter and LinkedIn). Fourth,
customerservice via website live chat (Companies should provide Live Chat features to make it
easier forcustomers who visit the website to connect with the company. If so, companies can
focus onincreasingwebsitetraffic withSEOstrategiesorpromotingitthroughmediaportalspopular).

Good customer service means following best practice, especially face to face with
customerssuchas,Firstisgiveawarmwelcome(Asmileandafriendlygreetinggoalongwaytowards
making them feel welcome). Second, know your apples (Customer service success
dependsheavily on maximizing your time spent on the shop floor, but there are ways to get
around
this).Third,usepositivelanguage(Chooseyourwordscarefullywhendealingwithcustomers).Fourth,
understand body language and be proactive (Body language is an incredibly expressiveand
powerful communication and Proactively helping them to find what they’re looking for notonly
puts cash in your register). Fifth, listen (Pay direct attention to your customer – give themyour
total, undivided focus – and you give yourself the best possible shot at understanding
andresolving their problems quickly and efficiently). Sixth, be adaptable and be patient (An
oftenrepeated business mantra is that the customer is always right. But, one of the most
difficultthingsaboutcustomerserviceisthatyouwilloccasionallydisagreewiththeirstancecompletely
). Seventh, put yourself in someone else shoes (You were probably told as a kid totreat others
the way you’d like to be treated yourself). Eighth, ongoing review and feedback(Customers are
your most honest and impartial form of feedback. This is not only a way toencourage feedback,
but it also really highlights your commitment to improved service). Nineth,passion (You may
choose to reward and incentivize great service, but, equally, there are otherways to build a
culture of great service in your store). Tenth, a happy exit (Thank them
forvisitingyourstoreevenifthey didn’tmakeapurchase).

Ultimately, the purpose of customer care is to provide excellent customer service and
increasecustomer satisfaction. If customer care agents have a good level of English, they tend
to be ableto understand customer needs, provide accurate information, and solve problems in
a timelyand efficient manner. As customer care or customer service, we must understand the
companywhereweworkbecausetheaveragecustomerdoesnotunderstandthedetailsofthecompan
y'sindustryorhowourcompanyoperates.Tryusinganalogiestoexplainforeigninformation in simple
terms. Related to things they already know and are familiar with to
helpimprovetheirunderstanding.