Develop a syllabus for an English programme for a group of customer service representatives?? I need my Solution prompto.
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Develop a syllabus for an English programme for a group of customer service representatives?? I need my Solution prompto.
Syllabus Number 1
1. Customer Service Overview & Best Practices
Learn tips on how to facilitate positive customer service experiences.
2. Customer Service via Telephone
Learn how to deliver excellent customer service via the telephone.
3. Customer Service via Email, Chat & Social Media
Learn how to offer exceptional customer support over email, and through chat and social media outlets.
4. Technical Troubleshooting
Learn how to understand and troubleshoot technical issues.
5. Meetings
Learn how manage a meeting from start to finish, including creating an agenda and giving updates to team members.
6. Presentations
Learn tips on how to best prepare for presentations, and how to begin and end presentations effectively.
Syllabus Two
In this course, we'll offer students a brief introduction to the responsibilities of a call center agent, whether you work from home, a customer service department, or an independently based call center. We'll explain some of the basic dos and don'ts of telephone etiquette, how to answer calls, and the impact your own tone and attitude can have on callers. We'll also introduce problem-solving techniques to help you provide quality and excellent services to customers.
Understanding different styles of communication and the importance of active listening skills are vital to your job. As a call center agent, you're likely to deal with a variety of customers, some of them difficult. We'll show you how customer-oriented attitudes and different approaches to customer service can effectively resolve customer complaints.
Lesson 1: The Importance of Customer Service
Lesson 2: Telephone Etiquette
Lesson 3: Mastering Communication Skills
Lesson 4: Providing Excellence in Phone Service
Lesson 5: Dealing with Difficult Customers
Lesson 6: Dealing with Diversity
Lesson 7: Call Center Scenarios
Lesson 8: CRS Technologies
Lesson 9: Setting Call Center Standards
Lesson 10: Managing Your Customer Call Center Service Position
Learning Outcomes
By successfully completing this course, students will be able to:
a. Describe the importance of customer service.
b. Define telephone etiquette.
c. Demonstrate mastering communication skills.
d. Know providing excellence in phone service.
e. Describe techniques in dealing with difficult customers.
f. Know dealing with diversity issues.
g. Know call center scenarios and CRS technologies
h. Know setting call center standards.
i. Describe ways to effectively manage your customer call center service position, and
j. Demonstrate mastery of lesson content at levels of 70% or higher.
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This really helped me!!!! Thanks Solutionwheels
Syllabus Number 3
Course Contents
This English for Customer Service course focuses on teaching learners how to effectively deal with all aspects of customer service in English
1. Accepting and making calls to customer by telephone
2. Taking new orders from clients
3. Dealing with customer complaints successfully
4. Managing and training your customer service team effectively
5. Developing relationships with top customers
6. Dining out with a client
7. Presenting a product and making recommendations to a client
8. Dealing with a customer audit
9. Accepting feedback and responding to evaluation from a client
10. Working well with customers from different cultures
Syllabus Number 4
English for Customer Service course outcomes
By the end of this course you will be able to:
– Understand terms related to skills and qualities for good Customer Service
– Feel confident in using basic socialising language and making small talk with clients
– Use appropriate language on the phone when dealing with customers and making arrangements
– Write effective letters and emails to customers using formal and informal styles
– Use appropriate language and strategies when dealing with complaints
English for Customer Service course sample syllabus
1. Introduction to customer care:
– Customer care success
– Customer care businesses and jobs
– Surprising facts about customer care
Language:
– Skills and qualities for good customer care
– Making suggestions
2. Face to face with customers:
– Body language
– A company visit
– Meeting do’s and don’ts
– At a trade fair
– The invisible customer
Language:
– Basic socialising language
– The importance of small talk
– Follow-up
– Steps for winning customers in your presentations
3. Dealing with customers on the phone:
– General telephoning
– The ‘customer care’ phone call
– What the customers really hear
Language:
– Being courteous on the phone
– Making sure you understand
– Making arrangements
4. Call centre success:
– Taking an order
– Hotline (Troubleshooting)
– Customer-centred call centres
Language:
– The first impression
– Clarifying and explaining
– Checking comprehension
5. Delivering customer care through writing:
– Effective letters and emails
– Formal and informal writing styles
– The five Cs of customer care writing
– A case study
Language:
– Salutations and closes
– Standard phrases for handling customers
– Enclosures and attachments
6. Dealing with problems and complaints:
– Complaint strategies and policies
– The letter of apology
– Explaining company policy
– Some opinions about complaints and apologies
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I asked this Question few weeks ago for a presentation I had at school. Am pleased with the result it got me.
Thanks Solutionwheels🌺
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