English for Call Centres

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Target Group

Call Centre staff
Customer Service Supervisors
Customer Service Representatives

Key Content

Professional call handling
Answering the phone politely
Understanding the caller
Handling difficult accents
Responding to requests
Saying "No" politely
Explaining procedures
Problem solving on the phone
Writing to colleagues and customers

Outcomes

Exceed customer expectations of customer service
Handle routine calls effectively
Manage difficult calls confidently
Promote product and services on the phone
Handle calls more quickly

Methodology

Job-specific role-plays
Company-specific situations
Industry-specific vocabulary
BitS(Thailand) Better Speaking pronunciation activities
Instructor feedback