English for customer service
1,600.00 zł
4-month online course dedicated to customer service professionals, call center employees, and all the individuals who want to improve their English communication skills with an external and INTERNAL CUSTOMER. The purpose of the course is to learn vocabulary and grammar structures that are key to the customer service process, as well as acquire skills and experience by conducting business conversations with customers, exercising simulated meetings and exchanging messages.
Classes in the form of training sessions combining the theory and practice with varied discussions, taking part in simulated conversations with customers and sample email correspondence with a demanding customer.
The course is conducted in small groups to provide the opportunity for easy conversation and practice (groups of up to 6 people).
Each participant receives resources covering the content of the course:
- Presentations
- Vocabulary list with examples of usage
- List of expressions used during lives (i.e. used by the participants during the course - self-presentation, contacting with a client etc.).
- Written language feedback based on sample conversations with customers (transcription)
- Certificate in Polish and English
Course Level: B1; B2
Where: online (zoom)
The course takes 4 months - 4 meetings per month (60 minutes each).
| Subject | Duration | Subject scope |
| The role, tasks and challenges in the customer service process | 2 | My tasks in customer service |
| Competencies of a good customer service specialist | ||
| External customer vs. internal customer - are they any different? | ||
| The role of our mindset in the customer service process | ||
| Elevator pitch | 2 | The elements of an effective self-presentation |
| Self-presentation - how to prepare | ||
| Common self-presentation expressions | ||
| Self-presentation in practice | ||
| Contacting a customer | 2 | Preparing for a meeting |
| Different forms of contact - similarities and differences | ||
| Typical expressions and vocabulary used to communicate with a customer based on a form of contact (f2f, Phone, Mail, VC) | ||
| Conversation during an online vs. offline meeting | ||
| Surveying customer needs | 2 | Beginning of a meeting - welcoming, small talk and first impression |
| Analysis of customer needs and motivations | ||
| A guide to asking questions | ||
| Proposing solutions tailored to needs | ||
| Adjusting communication to a customer | 4 | The characteristics and behaviors of different types of customers |
| Behaviors and typical expressions adjusted to a customer | ||
| Conversation with a customer who does not allow you to speak - simulations | ||
| The “according to a schedule” customer - how to answer his questions - simulations | ||
| How to get a word in edgeways with a “life and soul” person - simulations | ||
| How to communicate with a silent customer - simulations | ||
| Dealing with objections | 2 | Types of objections |
| Methods for dealing with customer objections | ||
| Reasoning - brainstorming your customer’s objections | ||
| Developing arguments for your customer's objections | ||
| Communication skills in various forms of contact | 2 | Similarities and differences in communication and cooperation depending on the form of communication |
| The characteristics and standards of written customer service (email, chats) | ||
| Formal and informal language in email correspondence in English |
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