English for Customer Service and Call Center Professionals

Course Overview

• Course Title: English for Customer Service and Call Center Professionals
• Instructor: MD Tahmid Islam
• Target Audience: Customer service and call center professionals
• Prerequisites:
  • No prior customer service experience required, though it will be beneficial.
  • Access to a computer or mobile device with internet for course materials and communication exercises.

Curriculum Highlights

• Key Topics Covered:
  • Greeting customers and collecting information
  • Asking clear, concise questions
  • Articulating services and solutions
  • Handling difficult situations and upset customers
  • Writing professional emails and messages
  • Managing hold times, transfer calls, and concluding conversations
  • Recognizing and responding to communication breakdowns
  • Explaining company policies and procedures
  • Using empathetic and respectful language
  • Communicating the need for specialist referrals
• Key Skills Learned:
  • Utilizing key customer service vocabulary and phrases
  • Gathering relevant information and verifying customer data
  • Ensuring customers feel informed and supported
  • De-escalating tensions and resolving issues
  • Writing customer-friendly emails and messages
  • Using polite and professional English expressions
  • Using clarification techniques and repetition strategies
  • Explaining company policies and handling exceptions
  • Communicating with clarity and professionalism

Course Format

• Duration: 3 hours of on-demand video
• Format: Self-paced online course
• Resources:
  • Access on mobile and TV
  • Certificate of completion

Special Offer (If Applicable)

• Limited Time Coupon Code: N/A