Accompanying "MultiROM" also includes audio tracks that can be played on a conventional CD player. Interactive exercises require a computer.

Includes a glossary, appendices and transcript.

SUMMARY:

"English for Customer Care is part of the EXPRESS SERIES. It is the ideal quick course for customer care professionals who need to communicate effectively with their customers in English, whether in person, over the phone, or in writing. It can be used to supplement a regular coursebook, on its own, as a stand-alone intensive specialist course, or for self-study-English for Customer Care will help improve your relationships with your customers.

Key Features of the Book:
A broad range of material presenting language in context
Customer focus extra boxes with tips and key language for dealing effectively with customers
Stimulating role-plays for pairwork tasks
STARTER section at the beginning of each unit with topics for discussion and reflection
Appendix including an answer key, transcript, A-Z wordlist, and a glossary of useful phrases and vocabulary

Key Featured of the MultiROM
Realistic listening extracts
Interactive exercises to practise the language of customer care" (Book Cover).

CONTENTS:

1. Introduction to customer care

Topics Customer care success
Customer care businesses and jobs
Surprising facts about customer care

Skills Skills and qualities for good customer care Making suggestions

2. Face to face with customers

Topics Body language
A company visit
Meeting do's and don'ts
At a trade fair
The invisible customer

Skills Basic socializing language The importance of small talk Follow-up Steps for winning customers in your presentations

3. Dealing with customers on the phone

Topics General telephoning
The 'customer care' phone call
What the customers really hear

Skills Being courteous on the phone Making sure you understand Making arrangements

4. Call centre success

Topics Taking an order
Hotline (troubleshooting)
Customer-centred call centres

Skills
The first impression Clarifying and explaining Checking comprehension

5. Delivering customer care through writing

Topics Effective letters and emails
Formal and informal writing styles
The five Cs of customer care writing
A case study

Skills Salutations and closes Standard phrases for handling customers (connecting with the reader, taking action, etc.) Enclosures and attachments

6. Dealing with problems and complaints

Topics Complaint strategies and policies
The letter of apology
Explaining company policy
Some opinions about complaints and apologies

Skills Softening bad news and apologizing Problem-solving steps

Appendix Test yourself
Partner Files Partner A
Partner Files Partner B
Answer key
Transcripts
A-Z word list
Useful phrases and vocabulary

Intended for customer care professionals who need to communicate effectively with their customers in English.