English for Customer Care

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Introduction.
Course Aims:
This is an ESOL course to help you with the English language you will
need to work in customer care.

The course runs for 7 weeks and upon completion, you will receive a
college certificate and an SQA National 4 Working with Others
qualification.

Course Rules:
• Attend every class.
• Be ON TIME.
• Do your homework.
• Learn the vocabulary necessary.
• Respect each other.

Getting to know our classmates.

Activity 1

• Move around the class asking questions to different students.

• Try to find 1 student for each answer in the table on page 3.
• Write their name and add any extra information you can
discover.
• Report back to the class

Activity 2
• Interview you partner for 3 minutes. Find out as many interesting
things as you can.

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 • Introduce your partner to the class.

Find someone who…..

Name Extra Information
…is from the same
country as you.

…is the same age as

you.

…lives in the same

area.

…has two children.

…has more than

three children.

…has worked in
customer service
before.

…has studied/
worked in Scotland.

…has worked in a
call centre before.

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…does a similar
sport to you.

Unit 1 Introduction to Customer Care

1. What does customer care mean to you?

Customer care is when companies treat their customers with respect and
kindness and build an emotional connection with them. It’s something that can—
and should—be handled by everyone on the team, not just a customer service
representative or a customer success manager.

Customer care is more than just delivering the services that consumers expect
from the business or providing the right technical support. It’s about meeting
their emotional needs and fostering relationships. To do so, you must treat
customers how they want to be treated. You need to listen to each individual’s
needs and find the best solution.

Customers are at the heart of everything we do. Without

them we are not needed – it’s as simple as that!
2. With a partner, make a list of different jobs you associate with customer
care.

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3. What is important for you as a customer? Make a list of services that you
expect.

4. Why is customer service so important to a business?

Watch this video and answer the questions that follow.

https://www.youtube.com/watch?v=nxtaMdu55Ug

a) Name 3 things that customers are frustrated about in customer service?

b) What are the consequences of getting customer service wrong?
c) Why is social media important in customer service?
d) What are the benefits of good customer service?
e) What do customers value the most?

Vocabulary

We can learn a lot about customer service from online shopping sites.

5. Think of the last thing you purchased online. Was it a positive or negative
experience? Tell your partner about it.

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6. What are the most important factors for you when deciding which online
shopping site to use?

7. Look at the article below and see if any of your answers to Q4. Are
mentioned.

Think about the most successful shopping sites on the internet. What do
they have in common? Whether you are booking a holiday, buying books and
music, or simply doing the weekly shop, the best sites provide the highest levels of
customer satisfaction. How do they do it? Why is customer care such a priority?

For most shoppers, customer convenience is the most important factor. Up-to date
technology means that when you return to a site you have visited before, they will
remember your name, your profile and what you bought last time. They also track
where you browsed and what you thought about buying. They can also make
some recommendations about other places, titles or products.

We demand customer-friendly navigation and the best sites provide it, continually
raising their levels of service. Convenient and efficient payment systems are also
essential.

Sometimes, of course, things go wrong but this is when the sites are even better at
dealing with customers. You can call a helpline and talk to an agent, email your
problem and get a reply within twenty-four hours or even get assistance via an
instant messaging conversation. The people in charge of customer relations know

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that we want to shop, maybe purchase and then leave with a very positive
impression of the site. A satisfied customer is a good customer. Good customers
remain loyal and recommend you to others.

8. Can you find 4 word partnerships with ‘customer’ in the text?

e.g. Customer care

a) Customer ________________ b) Customer __________________

c) Customer ________________ d) Customer __________________

9. Find a word in the text that means the same as:

a) profitable ______________
b) something of the highest importance _________________
c) easy or helpful to use __________________
d) Fast and organised __________________
e) Absolutely necessary ____________________
f) Help _________________
g) Faithful __________________
h) Suggest _________________

Now use the words above to complete the sentences.

a) Our customer satisfaction is our top ________________.

b) If you need ________________, please contact our call centre.

c) Good communication skills are __________________ in any customer care job.

d) And you can pay by credit card, which is ____________________ when shopping
online.

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 e) We can offer a quicker and more ____________________ level of service with our
new call centre.

f) If you are happy with our service please ___________________ us to a friend.

10. Watch the video and make a list of the 15 steps for great customer service.
Discuss what each mean with the class.
https://www.youtube.com/watch?v=0jPk6CtK360

Unit 2 First Impressions

‘You only get one chance to make a first impression’

1. If you are meeting people face to face, what do you think are the most important
factors in creating a good first impression?

Body language is important in customer service because it affects how customers

will react to what you're saying to them. So much communication is delivered
through body language, as well as one's tone of voice. In face-to-face customer
service, reps need to control both of these skills if they want to consistently provide
a delightful support experience.

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2. Are these actions positive or negative body language?
shaking hands firmly crossing your arms and legs staring

relaxed posture giving personal space avoiding someone’s gaze

making eye contact nodding sitting up straight fidgeting

paying attention sitting with both feet on the floor

slouching in your seat hiding your hands yawning smiling

keeping hands out of pockets looking at your watch

rubbing your nose standing very close to someone

Positive Body language Negative body language

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 Often, people make the mistake of not smiling while on the phone. While
customers can’t, of course, see you, they can actually hear the smile in your voice.
Smiling while you talk instantly gives your tone a lift and makes you sound friendly
and more welcoming.

3. Shake hands with your partner. Does their handshake tell you anything about
them?
A good handshake is important in customer service! Look at the chart below,
then practice your handshake with your partner.

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 Greetings

4. Polite / formal English is normally used in customer service.

Can you make these greetings more polite?

a) Hi / Hello
b) What’s your name?
c) What do you want?
d) What do you want me to do?
e) What’s the problem?

5. Can you think of some Scottish greetings that your customers might use?

Indirect questions are polite longer forms of direct questions. We use them
when talking to a person we don't know very well or in formal situations.

Examples:

Direct question: Where is the department store?

Indirect question: Could you tell me where the department store is?

Direct question: What is his name?

Indirect question: Do you know what his name is?

Rule 1: Indirect questions are formed of two parts: a polite expression and a question that
places the verb after the subject unlike a direct question.

Examples:

Direct question: Where is the post office?

Indirect question: Could you tell me where the post office is?

Direct question: What is the time?

Indirect question: Do you know what the time is?

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A. Read the direct questions and change them into indirect questions using
the polite expressions: Could you tell me...? and Do you know...?

1. Where is the station? ...............................................................................

2. What is your job? ...............................................................................

3. How big is the apartment? ...............................................................................

4. When is the next train to Osaka? ...............................................................................

5. Who is our new English teacher? ...............................................................................

Rule 2: Indirect questions do not use the helping verbs do, does or did.

Examples:

Direct question: When does the next train arrive?

Indirect question: Do you know when the next train arrives?

Do you know when does the next train arrive? - Incorrect

Direct question: When did the cinema close down?

Indirect question: Could you tell me when the cinema closed down?

Could you tell me when did the cinema close down? – Incorrect

Teach-This.com © 2021 Permission granted to reproduce for classroom use.

B. Put the words in the correct order to form a direct question that uses do,
does, and did. Then, underneath make the direct question indirect.

1. go / Bus 119 / where / to / does .................................................................

..................................................................................................................................

2. you / name / last / your / spell / do / how .................................................................

..................................................................................................................................

3. leave / does / the / boat / when .................................................................

..................................................................................................................................

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4. to / book / this / belong / does / who .................................................................

..................................................................................................................................

5. early / close / shop / the / does / so / why .................................................................

..................................................................................................................................

Rule 3: When the direct question is a yes/no question, the indirect question uses the word if and the
word order of a normal positive sentence.

Direct question: Is the restaurant closing now?

Indirect question: Can you tell me if the restaurant is closing now?

Direct question: Does Sophia live in New York?

Indirect question: Do you know if Sophia lives in New York?

C. Read the direct yes/no questions and change them into indirect
questions using a polite expression with if.

1. Does she like Indian food? ............................................................................

2. Has the game started yet? ............................................................................

3. Does he speak English? ............................................................................

4. Is there a public toilet near here? ............................................................................

5. Is this house for sale? ............................................................................

D. Now, write three indirect questions of your own and ask them to your

classmates.

1. ...............................................................................................................................

2. ...............................................................................................................................

3. ...............................................................................................................................

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6. Can you think of more beginnings for indirect questions?
Can you tell me Do you know

Be careful with the expression ‘would you mind…’ as we need to add ing to the verb.
e.g. Would you mind telling me your policy number?
Would you mind passing me the salt?

7. Practice asking and answering the following questions politely with a partner:

a) Who is your best friend

b) What is your phone number?
c) Do you have any pets?
d) What do you want to do in the future?
e) Why do you want to learn English?
f) How many languages do you speak?
g) How do you spend your free time?
h) Do you have any bad habits?

Did you find out anything interesting?

8. Now make these commands more polite. Practice with a partner. Do you see
the difference?
Give me your pen. Stand up. Tell me your age. Stop talking.

Get out! Tell me your address. Show me your homework.

Sometimes indirect questions are shortened.
e.g. Can you tell me what your name is please?

Can you tell me your name please? Can I take your name please?

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ROLE PLAY
You work at a hotel reception. A guest has come to check in, greet them and ask
them for information to fill in the registration form.

You need to know their:

• Name
• Address
• Age
• Phone number
• How long they are staying
• If they are alone or if anyone is joining them

Tell them their room number and give them their key.

Remember to use good body language and smile!

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Unit 3 Dealing with customers on the phone

1. How do you feel about speaking English on the phone? What do you find
most difficult about talking on the phone?

Can you understand what this customer is saying?

https://www.comedy.co.uk/tv/rab_c_nesbitt/videos/1325/phone_accent_confusion
/

Recording 1

2. Listen to the phone calls and take notes.

What does the customer service agent do wrong?

3. Read the transcript below.

Can you think of better expressions for the customer service agent to use?

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Recording 2

4. Listen to a good customer service call. Did they use the same expressions as
you?
5. Listen to the call again. How did Martha:

a) Answer the phone?

Good ________________, Martha Greer _________________. _______________________________?

b) Say she didn’t understand something?

Sorry, could___________________________________________________________________________?

c) Say that there was a mistake?

__________________________________________ you’ve got the wrong extension Mr Kraft.

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 d) Offer help?

____________________________________________________ to connect you.

e) End the phone call?

I’m _____________________ you __________________ now.

Thanks _________________________________________________________________.

Practice the conversation with a partner.

Common phrases for answering the phone:

• Good morning. ABC Limited. Tom Jones speaking. How can I help you?
• Good afternoon, ABC, customer service department. Tom Jones speaking. How
may I help you?
• Hello. ABC Limited. Tom speaking. How can I help you?

NOT – Good night. NOT – I am Tom Jones NOT- Can I help you?

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 6. Listen to 2 phone calls between a receptionist and a customer and complete
the conversations:

Recording 3

Receptionist: Good morning. Apex industries. Fiona

speaking. __________________________________________________?

John: Yes, this is Jon Richards from customer Zone Software. I’d
like to speak to Eva Lang please. Could you __________________ to
her?

Receptionist: Of course, __________________________________ please…..Oh, it

seems her line is engaged. Could you hold a moment? Or ___
_______________________________________________ leave a message?

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John: I’d prefer to hold for just a moment or two.

_________________________________

Receptionist: Mr Richards? _____________________________________. I’m putting

you through to Miss Lang’s office now. If you get cut off for some
reason, please _______________________ to me.

John: I’m sorry, could you speak up a bit? I didn’t __________________

that.

Receptionist: Sure. __________________________________________ to Ms Lang’s

office. If you don’t get through, please ring back. We’re
having some problems with our phone system.

Underline the phrasal verbs in this dialogue.

What polite expressions does the receptionist use?

7. Recording 4

Receptionist: Good morning. Apex Industries.

John: This is John Richards again. I’m ________________ I___________

_____________________ when you tried to put me through.

Receptionist: I’m ____________________________ about that.

John: I really need to get through to Miss Lang this afternoon.

Could I leave a message for her to ring me back as soon as
possible?

Receptionist: ____________________________________ Mr Richards. Could I have

your phone number please

John: Yes, my number is ______________________________________.

Receptionist: Right. So, That’s 07989 423 443. ____________________________

she calls you back today. Can I help you with anything else?

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John: Would it be possible to have her mobile number? Could you
look it up for me?

Receptionist: Yes, that’s ______________________. I’ve got it right here. It’s

07971 992003

John: Let me just ________________________. That’s 07971 992003.

Receptionist: That’s right.

John: OK. Thanks once again. Bye for now.

Receptionist: You’re welcome. Goodbye.

Underline the phrasal verbs in the conversation.

8. Write down the message that the receptionist takes.

Message for ______________________________________________________________

Caller ______________________________________________________________________

Company __________________________________________________________________

Message ___________________________________________________________________

_____________________________________________________________________________

9. Match the statements or questions with the correct responses.

a) Thank you. 1. Thank you. I really appreciate it.

b) I’m afraid he’s not in. 2. Yes, certainly. I’ll just get a pen.

c) May I help you? 3. You’re welcome.

d) I’ll make sure he gets the 4. Yes, I have a question about your
message straight away. prices.

e) I’m afraid I got cut off. 5. Yes, it’s P-E-A- double -F.

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 f) Could I leave him a message. 6. I apologise, let me put you through

g) again
h) I’m sorry, could you spell that 7. I’m sorry, I didn’t quite catch that.
please?

Write down expressions you have learned for:

Greeting the customer on the phone:

Repeating information:

Asking someone to wait:

Apologizing:

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Phrasal Verbs

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10. Recording 5 Listen and choose the correct words to fit in the telephone
conversation. Then practice with a partner.

Maria: Santos group, __________________________________________________________?

Henry: Hello, Could I have extension ______________, please?

Maria: I’m sorry, the line’s engaged. Could you please ______________?.... Sir,
the line’s free now. I’ll __________________ you through.
Henry: Thanks.
__________________________________________________________________________________________
Carlos: Service department.

Henry: I’d like to ___________________ to Mr Martinez please. Is he available at

the moment?

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Carlos: __________________ I ask who’s calling?

Henry: Henry Jones. I’m calling from GPT Ltd in London.

Carlos: _______________________________ please Mr Jones. I’ll see if he’s

__________________. ……….Mr Jones? I’m afrain Mr Martinez is in a

meeting. ______________________________________________________________?

Henry: Yes. Please ask him to ________________________ to me as soon as

possible. My number’s 07847 335 4206.

Carlos: I’m _________________ I didn’t catch that. ________________________________

the number please?
Henry: Yes, it’s 07847 335 4206.

Carlos: Ok, _____________________________ he gets the message. Is

_______________________________ I can do for you?

Henry: No thanks.
Carlos: Goodbye then Mr Jones. ____________________________________.

Henry: You’re welcome. Goodbye.

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 11. Work with a partner to practice a telephone call.

A B

Answer the phone

Say who you are and ask to speak

to X. (It’s urgent)

X is in a meeting. Message?

Ask when the meeting finishes.

Respond. Message?

Leave message.

Confirm caller’s name. Phone number?

Give your details

Check message with caller.

Confirm or correct message,

Thank the caller and say goodbye.

Say goodbye.

Swap roles and try again.

Look at the basic steps for making a successful customer phone call.

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12.

13. What is the problem with these statements from a customer service rep?
Can you make them more appropriate?

1. I’ll give you a ring sometime tomorrow

2. Nice talking to you.
3. Wait, I need to write that down.
4. What’s your name?
5. I have no idea, so I really don’t know what to tell you.
6. What else do you need? Is that it?
7. I’m putting it in the post today, so you’ll probably get it next week.
8. I wrote it down, thanks.

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14. Match sentences 1-8 with the more customer friendly alternatives below.

a) I’ll be glad to send this out to you today. You should receive it by
Tuesday.
b) One moment please, I’ll just take a note of that.
c) Could I take care of anything else for you today?
d) May I have your name please?
e) I’ll check on that information and call you back in 30 minutes.
f) I appreciate you taking the time to call today.
g) I’ll get back to you at about 11.00 tomorrow morning, is that ok?
h) Let’s go over it again to be sure of the details.

15. Match the questions with the responses.

1. Can we fix a meeting for next Tuesday at 9 o’clock?

2. Is Friday the 18th convenient for you?
3. Could we set up a meeting for Thursday afternoon?
4. Are you free next Monday for a meeting?
5. How about 1 o’clock in my office?

a) Monday? Yes hat’s fine with me.

b) 1 o’clock is fine with me, but I’d prefer to meet in my office if that’s ok.
c) Sorry, I’ve already got a meeting that morning, how about 1.30 instead?
d) I’ off for a long weekend on that date. Can I ring you when I get back?
e) Yes, that sounds good. Is 2 o’clock ok?

16. Look at the useful phrases below. Then work with a partner to create 2
phone calls from the role play information on the next pages.

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Student A - Look at p28.

Student B – Look at p29

Student A:
Phone call 1.

Today is Friday, 2nd May. You are in Edinburgh until Wednesday next week and
would like to visit Susan Leitch in her office there. If she’s not there when you call,
ask to speak to someone else that can help.

Here is your weekly schedule.

May
5 Monday 9.00 - J. Smith
11.30 - Meeting
clients.
15.15 – Lunch with
F. Wilson

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 6 Tuesday 9.30 - A. Murray

7 Wednesday 13.00 - lunch with Terry

14.30 - meeting
(Susan 16.00?)
20.30 – train to Glasgow
8 Thursday 11.30 - T. Richards

9 Friday

Phone call 2

You are the manager of Prezzo Italian restaurant. You sent an email to Costa
coffe suppliers yesterday asking for information about their products and a price
list and now someone is calling you to arrange a meeting. You are very busy next
week but will be at the restaurant every day except Tuesday afternoon and Friday
morning. ( You might also have a lunch appointment on Thursday but are not
100% sure).

Student B

Phone call 1
Today is Friday 2nd May. Your colleague – Susan Leitch- is not in the office today.
But she has given you her diary and asked you to make appointments for her.

May
5 Monday 4pm - dept meeting.

6 Tuesday 8am – breakfast (until

10?)
5pm – meet James

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 7 Wednesday 10.30 – Linda and
Jeremy

(+lunch?)
Work on presentation Here is Susan’s weekly schedule.
No calls!
8 Thursday 8.30am – flight to
London

9 Friday 5.15pm – return flight

home

Phone call 2
You are a sales rep for Costa Coffee suppliers. The manager of Prezzo Italian
restaurant emailed you yesterday and asked for a product and price list. Call
her/him to say that you will send the information straight away. You will also be in
the area at the end of next week, and could visit on Thursday, if that’s covenient.
Perhaps you could take him/her out for lunch?

Vocabulary
17. Use the clues to complete the puzzle and find the hidden word. (
something we should always be when dealing with customers.)

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