Curriculum
9 Sections
18 Lessons
10 Weeks
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Module 1: Introduction to Customer Service English
2
1.0
Basics of customer service language
1.1
Greetings, introductions and customer rapport-building
Module 2: Communication Skills for Customer Interactions
2
2.0
Active listening techniques
2.1
Asking and answering questions effectively
Module 3: Handling Complaints and Queries
2
3.0
Apologizing and offering solutions
3.1
Managing angry or frustrated customers
Module 4: Telephone Etiquette and Skills
2
4.0
Proper phone greetings and call management
4.1
Managing difficult conversations over the phone
Module 5: Writing Professional Customer Service Emails
2
5.0
Structuring clear and professional emails
5.1
Handling complaints and providing resolutions via email
Module 6: Conflict Resolution and Problem-Solving
2
6.0
Approaching and resolving customer issues calmly
6.1
Techniques for turning negative experiences into positive one
Module 7: Cross-Cultural Communication in Customer Service
2
7.0
Understanding cultural differences in customer interactions
7.1
Adapting your communication for international customers
Module 8: Time Management and Efficiency in Customer Service
2
8.0
Managing multiple customer inquiries
8.1
Prioritizing tasks and providing timely responses
Module 9: Reviewing and Improving Your Customer Service Skills
2
9.0
Self-assessment techniques
9.1
Improving your communication continuously
English for Customer Service Course
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