Customer Service Communication Skills
Overview
Interacting successfully with customers
Learning area
Speaking, Pronunciation, Listening, Grammar
Level
Upper Intermediate to Advanced
Key outcomes for you:
Improve your telephone skills
Learn to empathise and to apologise
Learn key aspects of pronunciation
Versions
Original calls
Calls rerecorded for easier listening
Screenshots
If you have to talk to customers on the phone, you need to be patient, clear and cooperative – and that requires very precise English skills. This program is based around eight customer care phone calls. Some of them are handled well, and others not so well. The program will help you analyse each call, profiling the caller and helping you to understand the techniques that work – and those that don’t.
You will learn active listening skills, how to be empathetic and how to apologise when something has gone wrong. You will also learn how to give clear explanations, and the importance of your tone of voice when you are talking to customers.
Customer Service Communication Skills will help you improve every aspect of customer care.