CORSO ACADEMY
Customer Service
DESCRIZIONE
This course is designed to equip students with the essential language skills, vocabulary and communications techniques needed to excel in customer service environments. It aims to improve both proficiency and professional customer handling abilities.
The course emphasizes building strong relationships and creating a positive customer experience by connecting with customers and understanding their needs. It also covers industry best practices and provides real-life examples of customer service through specific channels. Upon completion, participants will not only improve their English skills but also become more effective customer service professionals.
MINIMUM LEVEL REQUIRED: B1 – INTERMEDIATE
OBIETTIVO DEL CORSO
This innovative course is designed to:
- Get students talking about customer service.
- Make comparisons between good and bad customer service.
- Soften a message when complaining.
- Make and deal with complaints.
PROGRAMMA
- Mastering customer service vocabulary: Learning industry-specific terms and phrases for effective communication.
- Professional customer handling: Understanding the secrets of professional customer interactions, including dealing with upset customers, and bridging communication gaps.
- Communication skills: Enhancing spoken English for clear communication, adapting to different communication styles across various channels (phone, email, live chat, social media), and improving listening skills for better customer interaction.
- De-escalation techniques: Learning how to manage difficult customer situations, de-escalate tension, and resolve delicate customer issues.
- Problem-solving: Developing skills to identify the cause of a problem, explain complex processes, correct mistakes, and find solutions.
- Building customer loyalty: Techniques for maintaining customer loyalty and using feedback for continuous improvement.
- Role-playing and real-life scenarios: Practicing what to say and how to say it at every step of the customer interaction process through guided real-life scenarios and exercises.
NON CI SONO DATE DISPONIBILI AL MOMENTO
Se il corso che stavi cercando non è ancora calendarizzato: nessun problema! Possiamo organizzare la formazione direttamente presso la tua sede o definire insieme la soluzione più adatta.
Ogni percorso è pensato per essere flessibile e adattabile, sia nei contenuti che nella struttura, per rispondere concretamente ai bisogni formativi delle imprese. Affianchiamo ogni realtà nella definizione di soluzioni personalizzate, costruite su obiettivi chiari e tempi compatibili con l’operatività quotidiana.
Durata: 12 ore
Costo: 0 €
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