📘 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.
- What Is Effective Communication?
- Active Listening: Understanding the Customer
- Speaking Clearly and Using Simple Language
- Tone of Voice and Positive Speaking
- Empathy + Positive Language in Communication
- 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.
- Understanding the Customer’s Problem
- Staying Calm and Focused
- The 3-Step Problem-Solving Formula
- Explaining the Solution Simply
- 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.
- Stay Calm and Listen First
- Show Empathy and Say Sorry
- Be Professional – Don’t Take It Personally
- Offer a Solution with Confidence
- 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.
- What Is Empathy?
- Basics of Emotional Intelligence
- Listening + Speaking with Heart
- 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.
- Phone Support: Speaking Clearly and Politely
- Email Support: Writing Professional Responses
- Chat Support: Fast, Friendly, Focused
- 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)”