Certificate in English for Customer Service – Level 3
Unit 1 - Accepting and Making Calls to Customer by Telephone
Unit 2 - Taking New Orders from Clients
Unit 3 - Dealing with Customer Complaints Successfully
Unit 4 - Managing and Training Your Customer Service Team Effectively
Unit 5 - Developing Relationships with Top Customers
Unit 6 - Following Through with a Client
Unit 7 - Presenting a Product and Making Recommendations to a Client
Unit 8 - Dealing with a Customer Audit
Unit 9 - Dining Out with a Client
Unit 10 – Working Well with Customers from Different Cultures

Certificate in English for Customer Service – Level 3

€450

About this course

By the end of this course you will:-
a) be able to accept a call from and show appreciation to a client

b) be able to deal with customer complaints successfully
c) be able to manage/train a customer service/care team successfully
d) be able to maintain relationships with customers and offer exceptional customer service
e) be able to respond proactively to customer evaluation

f) be able to describe a product or service and offer suggestions for improvement
g) be able to describe your work environment to a customer and be able to respond to questions regarding quality and safety

h) be able to maintain a discussion during dinner

i) be able to understand differences in business cultures and  be able to respond and work successfully with customers from other cultures

Syllabus

Unit 1 - Accepting and Making Calls to Customer by Telephone

a) be able to accept a call from a client b) be able to show appreciation to a client

Unit 2 - Taking New Orders from Clients

be able to take new orders from clients

Unit 3 - Dealing with Customer Complaints Successfully

a) be able to deal with customer complaints successfully b) be able to use key expressions to soften the tone and remain diplomatic

Unit 4 - Managing and Training Your Customer Service Team Effectively

a) be able to manage a customer care team b) be able to train your customer service team successfully

Unit 5 - Developing Relationships with Top Customers

a) be able to maintain relationships with customers b) be able to offer exceptional customer service

Unit 6 - Following Through with a Client

a) be able to follow up with a client before a sale b) be able to respond proactively to customer evaluation

Unit 7 - Presenting a Product and Making Recommendations to a Client

a) be able to describe a product or service b) be able to offer suggestions for improvement

Unit 8 - Dealing with a Customer Audit

a) be able to describe your work environment to a customer b) be able to respond to questions regarding quality and safety

Unit 9 - Dining Out with a Client

a) be able to recommend dishes from a menu to a client b) be able to maintain a discussion during dinner

Unit 10 – Working Well with Customers from Different Cultures

a) be able to understand differences in business culture b) be able to respond and work successfully with customers from other cultures