Customer Service English Essentials
- 7 hours on-demand video
- 13 downloadable resources
- Full lifetime access
- Access on mobile and TV
- Certificate of Completion
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- Master phrases for handling difficult or angry customers
- Learn many expressions for handling a variety of CS situations
- Understand how to structure logical explanations and answers
- Use empathetic language to create a connection with customers
- Resolve communication problems effectively
- A basic understanding of customer service
- The ability to understand some spoken English without help
Isn't it frustrating when you have to deal with an unhappy customer on the phone, especially when you're using your second language? It can be a big challenge to express yourself clearly and help a customer resolve their problem, while at the same time trying to show empathy and remain professional. I designed this course to help you get the confidence and English expressions needed to resolve issues with even the most difficult clients.
This course is meant for non-native English speakers who deal with English-speaking customers daily, particularly over the phone. You will learn many common English expressions in this course, as well as common vocabulary and tips about intonation and stress to give your spoken English a more native sound (especially over the phone). This course falls in the category of business English.
Each lesson is designed to prepare you for nearly every situation you may face, from keeping an angry customer calm to explaining steps in a detailed process, to telling a customer they are wrong, and much much more! If you practice what you learn, your ability to deal with challenging situations and customers, in English, will improve dramatically.
You will be able to see my face in each video lesson, and I will use a blackboard at all times.
Each lesson focuses on a single aspect of a particular skill. You can go at your own pace and should take their time, with lots of practice between sections. Replaying each lesson is highly recommended.
- Non-native English speakers working in Customer Service
- This course is not for native English speakers
This course is meant for non-native English speakers who deal with English-speaking customers on a daily basis, particularly over the phone. Each lesson is designed to prepare you for nearly every situation you may face, from keeping an angry customer calm to explaining steps in a detailed process, to telling a customer they are wrong, and much much more!
Take notes throughout the course.
Make your own examples to ensure maximum retention
Cases used in this course are only for the sake of focus. Most of the expressions and sentence patterns we will learn are universal.
Learn a variety of ways to start the call, from simple greetings to more formal salutations. This lesson will focus on the tone and connotation of different ways to say 'hello', among other phrases.
Learn how to ask questions to get essential details before you start dealing with the customer's issue.
Showing empathy will allow you to make a connection. If you can make a connection, the customer’s anger will dissipate more quickly. Establishing empathy is a way to remind the customer that you’re a person, not just a robot at the other end of the phone. This is the best way to dissolve tension.