Express Series: English for Customer Care (Package)

UNIT TITLE
1 Introduction to customer care
Customer care success Customer care businesses and jobs Surprsing facts about customer care

2 Face to face with customers
Body Ianguage A company visit Meeting do's and don'ts At a trade fair The invisible customer

3 Dealing with customers on the phone
General telephoning The 'customer care'phone call What the customers really hear

4 Call centre success
Taking an order Hotline(Troubleshooting)Customer-centred call centres

5 Delivering custmoer care through writing
Effective lerrers and emails Formal and informal writing styles The five Cs of customer care writing A case study

6 Dealing with problems and complaints
Complaint strategies and policies The letter of apology Explaining company policy Some opinions about complaints and apologies

APPENDIX
Test yourself!
Partner Files Partner A
Partner Files Partner B
Answer Key
Transcripts
A-Z word list
Useful phrases and vocabulary