Business English for Customer Service

Five Sessions on Tuesday mornings | 9:00AM-10:45AM on 20/5, 27/5, 3/6, 10/6, 17/6.

This programme is for anyone seeking to further practice their Business English in a Servicing context. Using a positive learning atmosphere through a communicative teaching approach, participants will review their English speaking and listening skills at each stage of their Service interactions with customers.

By attending this programme, participants will enhance their ability to communicate effectively in English within a customer service context, leading to improved customer satisfaction and business outcomes.

Objectives

• Solidify your use of Business English for service
• Effectively handle enquiries by developing your English listening skills
• Ask questions to clarify and adjust orders
• Professionally deal with complaints
• Be able to explain or give instructions to provide comprehensive help
• Develop the language skills for proposals, offers and making presentations

Key Topics

Handling Enquiries

• Listening attentively to customer requests
• Asking appropriate questions to clarify
• Making changes to orders as requested
• Clarifying and verifying information

Dealing with Complaints

• Receiving complaints in a courteous manner
• Offering suitable resolutions to customers

Processing Service Cases

• Coordinating delivery arrangements with customers
• Vocabulary for discussing billing matters

Providing Help

• Offering after-service support
• Giving clear explanations of products or services
• Making offers and proposals
• Presenting products or services

Following up on Offers

• Closing sales and finalizing agreements
• Checking for customer satisfaction
• Handling returns and refunds

Duration and Fee

Five Sessions on Tuesday mornings | 9:00AM-10:45AM on 20/5, 27/5, 3/6, 10/6, 17/6.

HK$3,800 per participant. The course fee includes all programme materials.

Who Should Attend

Anyone who wants to improve their Business English in a Customer Service context.

Note: This course assumes pre-intermediate level of fluency in English and will not cover basic grammar.

Trainer Profile

Monica Murjani is a Certified Trinity CertTESOL ESL teacher with a strong professional background in corporate communication, events, project management, promotional activities, publishing, membership engagement, relationship building with customers, press, partners, sponsors, and stakeholders. She is highly experienced in collaborating with colleagues and stakeholders across various locations, management levels, and cultures. She leverages over 25 years of corporate experience to deliver practical and relevant Business English instruction tailored to professional contexts, focusing on essential functional language and language skills development to enhance their accuracy and fluency in English.