By the end of the training, participants will be able to:
The first key to excellent customer service is a solid understanding of courtesy. In this session, participants examine the ways that we can show courtesy in English, through longer turns, allowing the customer to speak, giving comprehensive answers and asking the right questions.
In the second session, we will look at non-verbal skills such as body language and tone of voice. We will see how to use a friendlier approach in both emails and face-to-face interactions. Finally, participants will practice responding effectively to both email and face-to-face enquiries.
The third session focusses on one of the most important customer service areas: empathy. It is important not only to understand empathy but to SHOW the customer empathy using careful choice of words and language. This will be practised in a series of roleplays. Finally, there will be short module on customer service vocabulary.
For the final part of Day 1, participants will learn how to give a boost to the language that they use by employing stronger, more descriptive and more emphatic language. We will put this into context by describing the benefits of a product or service and turning this into a one-minute pitch.
In the first session of Day 2, we will look at listening. First, we will identify good listening habits and strategies and then practise them in the context of dealing with a disappointed customer.
The session will focus on dealing with complaints and issues. We will learn a solid strategy for dealing with complaints and then examine ways to deal with a range of difficult customers, always with the end goals of retaining business and upholding the reputation of our company.
In the third session, we will have a short grammar workshop, focusing on the challenges of using proper English in writing. We will cover verb tenses, sentence agreement and how to avoid common grammar mistakes. Finally, we will look at the art of writing in a simple but effective way.
We will end the course by looking further at emails - how to format them and how to set the correct tone. These skills can also be applied to WhatsApp or Facebook messages. We will look at the Dos and Donts of using AI for writing and finish up with a series of short writing tasks.