Customer Service English Essentials
What you’ll learn
Master phrases for handling difficult or angry customers
Learn many expressions for handling a variety of CS situations
Understand how to structure logical explanations and answers
Use empathetic language to create a connection with customers
Resolve communication problems effectively
Requirements
A basic understanding of customer service
The ability to understand some spoken English without help
Description
Isn’t it frustrating when you have to deal with an unhappy customer on the phone, especially when you’re using your second language? It can be a big challenge to express yourself clearly and help a customer resolve their problem, while at the same time trying to show empathy and remain professional. I designed this course to help you get the confidence and English expressions needed to resolve issues with even the most difficult clients. This course is meant for non-native English speakers who deal with English-speaking customers daily, particularly over the phone. You will learn many common English expressions in this course, as well as common vocabulary and tips about intonation and stress to give your spoken English a more native sound (especially over the phone). This course falls in the category of business English. Each lesson is designed to prepare you for nearly every situation you may face, from keeping an angry customer calm to explaining steps in a detailed process, to telling a customer they are wrong, and much much more! If you practice what you learn, your ability to deal with challenging situations and customers, in English, will improve dramatically. You will be able to see my face in each video lesson, and I will use a blackboard at all times. Each lesson focuses on a single aspect of a particular skill. You can go at your own pace and should take your time, with lots of practice between sections. Replaying each lesson is highly recommended.
Overview
Section 1: Introduction
Lecture 1 About This Course
Section 2: Greeting Customers
Lecture 2 The Greeting
Lecture 3 Getting Details
Lecture 4 The Account Holder
Lecture 5 “What are you calling about?”
Section 3: Follow-up Questions
Lecture 6 Time Details
Lecture 7 Getting More Details
Lecture 8 Confirming Information
Lecture 9 In-depth Questions
Section 4: Explaining a Service
Lecture 10 Phrases to Explain
Lecture 11 Answering Questions
Lecture 12 Overview of Phrases
Section 5: Doing a Walkthrough
Lecture 13 Explaining Steps
Lecture 14 Confirming Completion
Lecture 15 Troubleshooting
Section 6: Communication Gaps
Lecture 16 Things to Keep in Mind
Lecture 17 Asking for Repetition
Lecture 18 “Is that about right?”
Lecture 19 Numbers and Names
Section 7: Angry Customers
Lecture 20 The Formula
Lecture 21 Showing Empathy
Lecture 22 Full Examples
Lecture 23 More Empathy Phrases
Lecture 24 Solutions: Reassuring
Lecture 25 Solutions: Expressing Solutions
Lecture 26 Solutions: Detailed Solutions
Section 8: When They Need to Wait
Lecture 27 Ways to Say ‘Yes’
Lecture 28 Putting Them on Hold
Lecture 29 Coming Back From Hold
Section 9: Passing to Others
Lecture 30 Transferring Phrases
Lecture 31 When You Don’t Know
Lecture 32 When You Can’t Help
Section 10: Correcting a Misunderstanding
Lecture 33 Section Overview
Lecture 34 Correcting Gently
Lecture 35 Clarifying Service Features
Section 11: When It’s the Customer’s Fault
Lecture 36 Basic Expressions
Lecture 37 Showing Your Desire to Help
Lecture 38 Getting Them to Understand
Lecture 39 In-depth Examples
Section 12: Making Exceptions
Lecture 40 Case Overview
Lecture 41 Common Phrases for Exceptions
Lecture 42 In-depth Examples
Section 13: Saying Goodbye
Lecture 43 “Anything else?”
Lecture 44 Future Issues
Lecture 45 Ways to Say “You’re Welcome”
Lecture 46 Mentioning the Survey
Lecture 47 Before You Hang Up
Section 14: Course Summary
Lecture 48 What have we learned? What next?
Non-native English speakers working in Customer Service,This course is not for native English speakers
Course Information:
Udemy | English | 6h 45m | 3.76 GB
Created by: Luke Priddy
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