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  2. Capacitación Profesional
  3. Idiomas
  4. English: Customer Service

This course covers some of the essential language necessary in the area of customer service. Students are introduced to the appropriate language, register and expressions for use in the business world in both spoken and written interactions.

The Language of Business

Using Different Registers in Business Relationships

  • Company - Company

  • Company - Client

  • Company - Supplier

Functions:

  • Greetings

  • Recognising formal / informal register

Using the Appropriate Register in Different Areas of Business

  • Forming Companies

  • Mergers

  • Temporary Business Unions

  • Agreeing Deliveries

  • Payment Methods

  • Setting Deadlines

Function:

  • Using appropriate register in various business situations

Grammar and Vocabulary Related to Business Situations

Grammar:

  • Courtesy

  • Making Requests

  • Interrupting

  • Confirming

General Areas of Business / Grammar and Vocabulary Related to Business Situations

Function:

  • Describing sectors / areas of business and the roles within them

Introduction to Business Correspondence

Written Correspondence

Function:

  • Written correspondence

Informal E-mails

  • An introduction to informal emails including typical expressions and vocabulary

Formal E-mails and Letters

  • An introduction to formal emails and letters

  • Typical expressions and layout

Company Structure

Describing Company Structure

  • Specific vocabulary and phrases

  • Function: Describing the structure of a company

Organisation Charts and Articles

  • Organisation charts

  • Articles

Grammar:

  • Articles

English: Customer Service 1/3

Using Organisation Charts to Describe a Company

  • Company departments

  • Grammar: Present continuous

  • Function: Describing functions of different departments in a company

Describing Your Position and Workplace

  • Grammar: There is / There are

  • Function: Describing a role / position

Explaining Timetables and Schedules

  • Grammar: Present continuous for future plans

  • Function: Explaining timetables and schedules

Enquiries and Orders

Administration: Asking for Information

  • Vocabulary related to buying and selling from catalogs

  • Formalities involved in large purchases, including types of letters sent

  • Phrasal verbs related to buying and selling processes

Business-to-Business Correspondence

  • Explanation of types of letters sent between businesses

  • How to format and structure an enquiry letter

  • Exercises to consolidate learning

  • Construction of indirect questions and necessary verb forms for formal register

Dialogues and Exercises

  • Acknowledgement letters

  • Function: Making an order

Buying and Selling from Catalogues / Writing a Cheque

Management: Complaints

Vocabulary and Phrases

  • Related to complaints and faulty goods

Exercises

  • Review of letter of complaint structure

  • Dialogues and exercises on writing a letter of apology

Telephone Communication

Administration: Taking Messages

Relevant Vocabulary:

  • Phone message

  • Caller

  • Certainly

  • To call back

  • To wish

  • To be convenient

  • To see face to face / to see in person

  • To leave a message

  • To be unavailable

  • To postpone

  • It is personal

Format and Use of Phone Messages

  • Dialogues, phone calls, and questions to practice typical business-related phone messages

  • Vocabulary and skills needed to transcribe relevant information

Leaving and Receiving Voice Messages

  • Related vocabulary

  • Function: Leaving and receiving voice messages

Asking for and Providing Information

  • Function: Requesting and providing information

False Friends and Misunderstandings

  • General revision of words and structures that are easily confused

  • False cognates / friends

Revision

The Language of Business English: Customer Service 2/3

  • Review of formal and informal business language and typical expressions used in the business world

Business Correspondence

  • Review of vocabulary and structures covered in previous lessons on business correspondence

Company Structure

  • Introduction to language used to describe the structure of a company, departments, and office layout

Enquiries and Orders

  • Review of structure and language of enquiry letters and orders

Telephone Communication

  • Review of useful telephone language covered in the course

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