English for Customer Care

English for Customer Care has been developed for people working in customer service who need a good level of Engtish. You might be working in the sales or customer service department of a company, oryou might have direct contact with customers in a bank orhotel. Or perhaps you speak to customers on the telephone from a helpdesk or a centre. In all of these situations you need language skills and specific techniques inorder to be able to communicate successfutty. English for Customer Care not only offer sexpressions and vocabulary it also addresses strategies related to the effective use of English in a business contex

English for Customer Care

Rosemary Richey

Oxford University Press

2012

Abstract

English for Customer Care has been developed for people working in customer service who need a good level of Engtish. You might be working in the sales or customer service department of a company, oryou might have direct contact with customers in a bank orhotel. Or perhaps you speak to customers on the telephone from a helpdesk or a centre. In all of these situations you need language skills and specific techniques inorder to be able to communicate successfutty. English for Customer Care not only offer sexpressions and vocabulary it also addresses strategies related to the effective use of English in a business contex.

Contents:

. Unit 1: Introduction to customer care

. Unit 2: Face to Face with customer

. Unit 3: Dealing with customers on the phone

. Unit 4: Call centre success

. Unit 5: Delivering customer care through writing

. Unit 6: Dealing with problems and complaints

Citation

Rosemary Richey. English for Customer Care. Oxford University Press, 2012.

Collection

Ngành NGÔN NGỮ ANH (7220201)

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