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Speaking English with Confidence in Customer Service Situations

26 Mar, 2024, Remote Online Training - Public

IPA Training is Registered with

Venue Details

Remote Online Training - Public


Contact us

FOR COURSE DETAILS

Juliany,

Office: 03 2283 6109

Mobile: +60 122281247

juliany@ipa.com.my

Phoebe,

Office: 03 2283 6100

Mobile: +60 193637822

phoebe@ipa.com.my

Bee Teng,

Office: 03 2282 6112

Mobile: +60 172566121

beeteng@ipa.com.my

FOR CUSTOMISED IN-HOUSE TRAINING

Jane,

Office: 03 2283 6101

Mobile: +60 129418251

jane@ipa.com.my

Keith,

Office: 03 2283 0000

Mobile: +60 162272735

keith@ipa.com.my

ADDRESS

A-28-5, 28th Floor, Menara UOA Bangsar,
No.5, Jalan Bangsar Utama 1,
59000 Kuala Lumpur

FOCUSING ON
  • Module 1: Applying Standard English with Customers
  • Module 2: Speaking Confidently with External Customers
  • Module 3: Delivering Telephone Customer Service in English
INTRODUCTION
This course provides participants with opportunities to improve their English language skills to a level that they are confident to speak English with ease with customers.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Avoiding non-standard English when interacting with customers.
  2. Using English effectively in various situations.
  3. Speaking confidently when dealing with internal and external customers.
  4. Improving your telephone customer service in English.
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
COURSE CONTENT
9:00

Module 1: Applying Standard English with Customers

  • Understanding the importance of polite English in customer service
  • Special meanings of modal auxiliaries
  • Applying polite language (use of modals –may, could, would)
  • Using modals for correct grammatical constructions
  • Having awareness of standard English when interacting professionally
  • Non-standard English that should be avoided


10.45

Module 2: Speaking Confidently with External Customers

  • Meeting and greeting your customers with ease
  • Asking for explanations to ensure clarity of message
  • Interrupting, suggesting, objecting, and agreeing during discussions
  • Giving ideas and personal opinions politely

 

1:00 Lunch
2:00

Module 2 – Speaking Confidently with External Customers (cont.)

  • 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

 

3:45

Module 3 – Delivering Telephone Customer Service in English 

  • Grasping the basics of telephone customer service
  • Answering and ending calls in a polite manner
  • Transferring and taking messages appropriately
  • Giving and taking messages professionally in English
  • Using polite English phrases for telephone customer service

 

5:00 End of Course