English for Customer Service 2
Continue developing language and skills for working in a general customer-facing role. Through dialogues and real-world scenarios, learners practice functional phrases and vocabulary related to a number of customer service roles, with an emphasis on the hotel and restaurant industries.
Courses for English Language Learners. The course is taught in English.
NRS Level (National Reporting System): High Beginner
BEST Plus® SPL (Student Performance Level): 3-4
Each unit is a collection of short lessons that are 3 minutes or fewer. Units usually take an hour to complete.
Unit 1: What Skills/Behaviors are Necessary for Good Customer Service?
Use “can” to discuss professional ability. Name 5 key skills for good customer service: professionalism, a positive attitude, active listening, empathy and clear communication.
Unit 2: What Does Good Customer Service Look Like?
Listen to examples to recognize the 5 key skills for good customer service in action.
Unit 3: Resolving a Problem
Identify key vocabulary for resolving a problem with a customer. Name key steps for resolving a problem: listen, follow instructions, thank for feedback, make a creative action. Identify responses to customer complaints based on course learnings.