Speaking & Writing English Effectively in Customer Service Situations

22-23 Nov, 2021, Virtual Classroom Training

IPA Training is Registered with

Learn from the Best

Ms K. Yasotha is an experienced corporate trainer in the areas of customer service, business communication, personal development, leadership, public speaking as well as writing skills with 20 years of experience in the training industry. She also served as the Customer Relations Manager for an international organization. In addition, she has published coursebooks entitled “Easy English / Working English” for the National Productivity Board (NPB) of Singapore.

 

Ms K.Yasotha,is on a personal mission to educate and empower individuals with the necessary knowledge in order to achieve personal and organizational goals. She is well-known for her practical, dynamic and lively sessions regardless if it is face-to-face or online training. She achieves her objectives and mission through challenging interactive sessions, thus consistently obtaining excellent feedback from her participants.

 

Among the organizations she has trained for are TNB. Astro, Sysmex, Interflour, CPA, MIA, CIMA, Deloitte, Baker Tilly, Affin Bank, RHB, OUB, Sime Darby, SP Setia, Securities Commission, Antah Schindlerand Teleflex to name a few.

 

Ms Yasotha is a certified trainer TESL and holds a B.A. (Hons) in English and M.Sc. in Corporate Communication.

Venue Details

Virtual Classroom Training

Contact us

Juliany,
M - 012 2281 247
juliany@ipa.com.my

Phoebe,
M - 019 363 7822
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Yvonne,
M - 012 201 1247
yvonne@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON
  • Module 1: Grasping the Basics of English Grammar
  • Module 2: Applying Standard English at the Workplace
  • Module 3: Improving Pronunciation and Building Vocabulary
  • Module 4: Using Situational English with Internal Customers
  • Module 5: Speaking Confidently with External Customers
  • Module 6: Applying the Techniques for Effective E-mail Writing
INTRODUCTION
This course provides participants with opportunities to improve their English language skills to a level that they are confident to speak and write English with ease.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Understanding the rules of grammar in spoken and written English.
  2. Avoiding non-standard English in professional workplace situations.
  3. Improving pronunciation and develop more vocabulary.
  4. Using English effectively in various workplace situations.
  5. Speaking confidently when dealing with internal and external customers.
  6. Writing simple, polite and effective e-mail with ease and confidence.
  7. Using appropriate tone in spoken and written communication.
WHO SHOULD ATTEND
  • Managers
  • Executives
  • Personal Assistants
  • Secretaries
  • Admin Staffs
  • Clerical Personnel
  • Front-liner / Personnel who is in Customer Service Department
METHODOLOGY
This course will utilize a combination of lectures, discussions, practice sessions and group discussions
DAY 1
9:00

Module 1: Grasping the Basics of English Grammar

  • The basics of subject and verb agreement
  • Forming regular and irregular verbs
  • Tenses – correct usage of present, past and future tenses
  • Using has, have and had appropriately
  • Singular and plural – staff or staffs?
  • Grasping prepositions of time and place
10.45

Module 2: Applying Standard English at the Workplace

  • Special meanings of modal auxiliaries
  • Applying polite language (use of modals –may, could, would)
  • Using correct grammatical construction using modals
  • Awareness of standard English when interacting professionally
  • Non-standard English that should be avoided at the workplace
  • Commonly used idiomatic expressions in conversational English
1:00 Lunch
2:00

Module 3: Improving Pronunciation and Building Vocabulary

  • The influence of the mother tongue in English pronunciation
  • Recognizing silent letters in words for accurate pronunciation
  • Practice on pronouncing commonly used words with confidence
  • Using synonyms to expand and develop vocabulary
  • Tips to build vocabulary to communicate with ease
5:00 End of Day 1
DAY 2
9:00

Module 4: Using Situational English with Internal Customers

  • Building confidence to speak in English at the workplace
  • Asking for explanations to ensure clarity of message
  • Interrupting, suggesting, objecting and agreeing during discussions
  • Expressing ideas and personal opinions politely
  • Presenting information with confidence during meetings


10.45

Module 5: Speaking Confidently with External Customers

  • Meeting and greeting your customers with ease
  • Asking for and giving relevant information to customers
  • Expressing enthusiasm and appreciation to show gratitude
  • Speaking with empathy and assurance with upset customers
  • Apologizing and offering logical explanations
  • Conversing politely with customers on the telephone
1:00 Lunch
2:00

Module 6: Applying the Techniques for Effective E-mail Writing

  • Understanding netiquette and basic e-mail writing rules
  • Applying courtesy when communicating via e-mail
  • Replacing the negative tone with the positive tone
  • Using the SMART subject line as a summary of the contents
  • Applying impactful customer service phrases
  • Proof-reding to eliminate grammatical errors
5:00 End of Course