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.