Anbieterbeschreibung…

Putting it in writing - effektive und sichere schriftliche Kommunikation auf Englisch

Training-Inhalte

A fresh look at why customer service in English is a language in itself. Discuss how
to deal with an unfriendly customer service policy and still make the customer feel
like a winner. This module focuses on handling challenges through the use of proactive
customer service language.

Content:

Cultural differences between expectations
The language of undivided attention
Defusing difficult situations
More than one way of saying things
Staying away from the wrong words
Ways to avoid sparking a confrontation
Saying what the customer needs to hear
When the customers is not always right

Components:

Case study
Group work
Role play
Written exercise
Speaking exercise
Trainer feedback
Peer feedback
Individual presentation
Group presentation
Net meeting
Language and presentation analysis

B 1 (Pre-Intermediate) and above

Lernziele

This module focuses on handling challenges through the use of proactive
customer service language.

Zielgruppen

Workshop recommended for:
Everyone who agrees the customer comes first.
Those interested in improving their customer service skills in English.

Highly recommended for:
Customer service professionals, internal and external help desk, sales force and anyone working directly with customers.