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