English for CALL CENTERS

and CUSTOMER SERVICE

This course has been developed for people working in the Customer Service field
who require a good level of English to perform effectively.

If you are working in the sales or

customer service area, speaking to
customers on the telephone from a
help-desk or a call center or having
direct contact with customers in any
organization, this course is ideal for
you. In all of these situations, you need
language skills and specific strategies
to communicate successfully. This
training does not only offer the required
language structure, but it but it also provides vocabulary and expressions related
to the business context.

Somerset House offers this practical, hands-on course to customer service

professionals who need to raise their KPIs, be prepared, boost their confidence and
be in control, whether in person, over the phone or in writing.

Course Objectives

• Understand basic principles of customer service in English so that making

a good first impression is guaranteed.
• Learn key expressions and vocabulary to communicate in a clear, polite and
helpful manner.
• Practice the language to respond to different situations.
• Learn strategies to help you deal with unexpected problems and cross-
cultural issues with confidence.
• Develop skills to deal with complaints and questions quickly and
professionally.
 WEEK UNIT TITLE TOPIC

INTRODUCTION TO CUSTOMER CARE: BEST

1 FOSTERING POSITIVE CUSTOMER SERVICE
PRACTICES

DEALING WITH CUSTOMERS ON THE PHONE:

2 ON THE PHONE
WHAT THE CUSTOMER WANTS TO HEAR

CUSTOMER-CENTERED APPROACH. THE

IMPORTANCE OF THE FIRST IMPRESSION.
3 CALL CENTER EXPERIENCE
CLARIFYING AND EXPLAINING. CHECKING
COMPREHENSION.

EFFECTIVELY GIVING SUPPORT TO YOUR

DEALING WITH CUSTOMERS IN WRITING:
4 CUSTOMERS VIA EMAIL, CHAT AND
EMAIL, CHAT AND SOCIAL MEDIA
MESSAGES.

FACE TO FACE AND ONLINE. ORGANIZING

5 BUSINESS MEETINGS AND CREATING AN AGENDA, KEEPING
MINUTES AND GIVING FEEDBACK

TARGET YOUR AUDIENCE EFFECTIVELY. MAKE

6 DELIVERING PRESENTATIONS
THE BEST OF YOUR PRESENTATION.

TROUBLESHOOTING: PROBLEMS AND UNDERSTANDING YOUR CUSTOMERS AND

7
COMPLAINTS ASSISTING THEM

LEARN THE ESSENTIAL EXPRESSIONS AND

8 USEFUL VOCABULARY AND PHRASES
THE MOST NEEDED PHRASES.

COURSE
DURATION: 24 HOURS / CEFRL LEVEL : B1-C1 / 100% ON LINE
FEATURES
AND MORE
EXPERIENCED TEACHERS / FREE DIAGNOSIS TEST / ACHIEVEMENT CERTIFICATES

www.somersethouse.edu.uy