English for Customer Service

CONTENTS
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English for Customer Service

CONTENTS
PREFACE CONTENTS CHAPTER I
INTRODUCTION What is Customer Service? Who are Customers? Communicating Effectively with Customers Skills for Customer Service Eight Rules for Good Customer Service How Services and Products Could Relate to Each Other Know The Customer Service Process and Its Importance Be Able to Learn From Own Experience Exercises

1 2 5
6 6 7 7 8 10 11 11 12

CHAPTER II
INVESTIGATING NEEDS What Customer Service Really Need? Essential Guidance for Tutors

14
14 16

CHAPTER III
DESIGNING THE COURSE AND MATERIALS Helping Customer Services to Help Their Customers

20
20

CHAPTER IV
CURRICULUM OF COURSE

23 28
28 29 30
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CHAPTER V
RECEIVING AND MAKING PHONE CALL Dialog (Receiving Phone Call) Grammar Tips CONTENTS

English for Customer Service

Exercises Dialog (Making Phone Call) Tips Exercises 30 31 31 31

CHAPTER VI
DECLINING PHONE CALL Dialog Grammar Tips Things to Avoid Negative Expressions Impolite Phone Call Things to Do Exercises

33
34 34 34 35 35 35 36 36

CHAPTER VII
HANDLING COMPLAINT Useful Expressions Dialog Grammar Tips Exercises

38
38 39 40 40 41

CHAPTER VIII
TAKING MESSAGES Dialog Grammar Tips Wise Words Exercises

42
43 43 44 44 45

CHAPTER IX
CLOSING A CONVERSATION Useful Expressions Dialog Grammar Tips Exercises CONTENTS
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46
47 47 48 48 49

English for Customer Service

CHAPTER X
MEETING CLIENTS AT A HOTEL Dialog Grammar Exercises

53
53 55 56

CHAPTER XI
MEETING CLIENTS AT A BANK Dialog Grammar Exercises

58
58 59 60

CHAPTER XII
MEETING CLIENTS AT A HOSPITAL Dialog Grammar Exercises

63
63 66 66

CHAPTER XIII
MEETING CLIENTS AT AN EDUCATION INSTITUTION Dialog Grammar Exercises

68
68 72 73

CHAPTER XIV
PRINCIPLES OF CUSTOMER SERVICE

75 82 92 97

CHAPTER XV
PORTFOLIO WORKBOOK

CHAPTER XVI
USEFUL PHRASES AND VOCABULARY

BIBLIOGRAPHY

CONTENTS
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