📘 Customer Service Excellence: Full Training Course

Designed for beginner English learners preparing for call center jobs.

Module 1: Effective Communication Skills

Build a strong foundation in how to speak, listen, and connect with customers.

1. What Is Effective Communication?
2. Active Listening: Understanding the Customer
3. Speaking Clearly and Using Simple Language
4. Tone of Voice and Positive Speaking
5. Empathy + Positive Language in Communication
6. Email and Chat Clarity

📄 Downloads: Phrase banks, speaking checklist, role-play prompts
🎧 Extras: Audio practice, speaking tasks

Module 2: Problem-Solving Techniques

Learn how to stay calm, think clearly, and offer simple solutions.

1. Understanding the Customer’s Problem
2. Staying Calm and Focused
3. The 3-Step Problem-Solving Formula
4. Explaining the Solution Simply
5. Following Up and Closing the Issue

📄 Downloads: Step-by-step cheat sheets, sample dialogues
🧠 Extras: Matching exercises, decision trees

Module 3: Handling Difficult Customers and Complaints

Master how to stay professional when situations get tough.

1. Stay Calm and Listen First
2. Show Empathy and Say Sorry
3. Be Professional – Don’t Take It Personally
4. Offer a Solution with Confidence
5. End the Interaction Politely

📄 Downloads: “Red Flag” guide, empathy scripts
🎭 Extras: Role-play packs, audio analysis

Module 4: Empathy and Emotional Intelligence

Understand your own emotions and respond with kindness and control.

1. What Is Empathy?
2. Basics of Emotional Intelligence
3. Listening + Speaking with Heart
4. When You Don’t Feel Empathy, Act With It Anyway

📄 Downloads: Empathy phrase bank, cheat sheets
🎯 Extras: Self-reflection tools, quiz scenarios

Module 5: Customer Service in Different Contexts (Phone, Email, Chat)

Adapt your message based on the communication channel.

1. Phone Support: Speaking Clearly and Politely
2. Email Support: Writing Professional Responses
3. Chat Support: Fast, Friendly, Focused
4. Compare & Practice: Using the Right Style for Each Channel

📄 Downloads: Channel comparison charts, templates
📞 Extras: Channel-switching role-plays, sample responses

✅ Final Assessment and Certification (Optional)

• Quiz: 20 questions (from all modules)
• Final Role-play: Simulate one complete customer support case
• Certificate: “Customer Service Fundamentals – Level 1 (Beginner)”