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Refining English Communication Skills for Sales & Customer Care Staff

$2,400.00~$2,800.00

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Refining Communication Skills for Sales & Customer Care Staff

Are you satisfied with the performance of your sales or customer care team? Have you received customer complaints about the poor services they have experienced in your shop? Are you looking for an English course to help your frontline employees speak more clearly and politely to your customers?

 

Well, you have come to the right place and we have good news for you! Our experienced professional teachers can help your team to achieve that i.e. providing brilliant customer service. The main focus of this course is to refine the English communication skills and people skills of your employees so that they can delight your customers.

 

Studies have shown that customers who had a friendly and positive interaction with a company were likely to recommend that company to others. There is nothing more satisfying than getting continuous referrals from happy customers.

 

Objectives

Upon completion of this course, participants will be able:

  • To enhance their understanding and appreciation of effective English communication skills
  • To be able to communicate politely and confidently with customers and deal with all manners of complaints and inquiries
  • To be able to write service incident reports more accurately

 

Programme Duration

This 20-hour programme will be conducted over 10 sessions.

 

Curriculum (This can be customised to meet your company’s training needs)

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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Group Size

20 hours for less than 5 Pax, 20 hours for 5 to 10 Pax

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