Clear, polite communication is the heart of great customer service—but doing it in English can feel stressful. This course is perfect for anyone in retail, hospitality, tech support, or client-facing roles, this course gives you the words and confidence to build trust and keep customers happy
Through practical lessons and realistic role-plays, you’ll:
Learn natural expressions for phone, email, and face-to-face conversations
Use polite, empathetic language to calm difficult situations
Practise active listening, clarifying, and confirming details
Write clear, professional service emails
Approximately 25 to 30 Classes
Level: Intermediate to Advanced
Introduction (1 class)
Unit 1 – Foundations of Excellent Customer Care
Aim: Understand what “good service” really means and why it’s vital in a competitive market.
What You’ll Learn:
The key qualities of an outstanding customer-care professional
How customer expectations differ across cultures
Practical tips for creating a positive first impression
Why It Matters: Mastering these basics sets the tone for all your future customer interactions, helping you build trust and loyalty from day one.
Unit 2 – Communicating Face-to-Face
Aim: Build confidence in live, in-person conversations with customers, visitors, and guests.
What You’ll Learn:
Useful greetings, small talk, and polite expressions
How to show interest through body language and tone
Techniques for guiding visitors, explaining products, or handling walk-in enquiries
Why It Matters: Strong face-to-face skills help you connect quickly, leave a professional impression, and turn casual encounters into business opportunities.
Unit 3 – Professional Telephone Skills
Aim: Handle business calls smoothly, even under pressure.
What You’ll Learn:
Phrases for answering, transferring, and ending calls
Clarifying and confirming details to avoid mistakes
How to keep your voice clear, polite, and confident
Why It Matters: Many first impressions happen over the phone. This unit helps you sound organized and reliable, even when dealing with complex requests.
Unit 4 – Call-Centre and Helpdesk Excellence
Aim: Deliver consistent, high-quality service in busy or repetitive call environments.
What You’ll Learn:
Listening actively and asking the right questions
Handling orders, tracking deliveries, and troubleshooting
Managing time while staying friendly and professional
Why It Matters: These skills are essential if you work on a support line or take frequent calls—where speed, accuracy, and customer satisfaction count equally.
Unit 5 – Professional Writing for Customer Care
Aim: Write clear, polite emails and letters that build customer confidence.
What You’ll Learn:
Formal vs. informal style, tone, and layout
Key phrases for enquiries, confirmations, and follow-ups
How to be concise without sounding abrupt
Why It Matters: Well-written messages prevent confusion, save time, and show your company in a positive, trustworthy light.
Unit 6 – Handling Complaints and Turning Problems into Solutions
Aim: Resolve difficult situations while protecting the customer relationship.
What You’ll Learn:
Language for apologizing, empathizing, and clarifying issues
Steps for proposing fair solutions and following up
How to stay calm and professional when customers are upset
Why It Matters: Complaints are inevitable—but a well-managed response can turn a frustrated customer into a loyal supporter.
1. First Impressions & Welcoming Customers
“Good morning/afternoon, how can I help you today?”
“Welcome to [Company Name].”
“May I offer you some assistance?”
“It’s a pleasure to have you here.”
“Please make yourself comfortable.”
“How was your journey?” (friendly small talk)
2. Clarifying & Confirming
“Could you please repeat that for me?”
“Let me check I’ve understood correctly…”
“So you’d like the order delivered on Friday, is that right?”
“Do you mean the standard model or the premium version?”
“Just to confirm, your reference number is…”
3. Telephone & Call Handling
“Good afternoon, [Company Name], this is [Your Name] speaking.”
“How may I direct your call?”
“Could I place you on hold for a moment?”
“I’ll transfer you to the relevant department.”
“I’ll make sure they get your message and call you back.”
4. Professional Email & Written Responses
“Thank you for your enquiry about…”
“We are pleased to confirm your booking/order.”
“Please find the requested information attached.”
“Should you require further assistance, feel free to contact me.”
“We appreciate your patience.”
5. Offering Help & Solutions
“I’d be happy to look into that for you.”
“Let me see what I can do to resolve this.”
“Would you like me to check our stock/availability?”
“One option could be to…”
“I’ll personally follow up to ensure it’s sorted.”
6. Handling Complaints & Difficult Situations
“I’m sorry you’ve had this experience.”
“I understand how frustrating that must be.”
“Let’s see how we can make this right.”
“We will arrange a replacement immediately.”
“As a gesture of goodwill, we’d like to offer…”
“Thank you for bringing this to our attention.”
7. Closing & Follow-Up
“Is there anything else I can help you with today?”
“Thank you for choosing [Company Name].”
“I’ll be in touch as soon as we have an update.”
“We look forward to serving you again.”
“Have a great day and thank you for your call.”
8. Key Vocabulary
Customer satisfaction
Service recovery
Follow-up
Resolution / issue resolution
Feedback
Refund / replacement
Escalation (passing an issue to a higher level)
Courtesy / professionalism
Service standards
Empathy
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