Richey, Rosemary <br/><br/>
English for Customer Care /  
Rosemary Richey. 
 - 1st ed. 
 - Oxford :  Oxford University Press,  2007. 
 - 80 p. :  ill. ;  26 cm.   + 1 MultiROM 
 - Oxford Business English Express .
<br/><br/> Accompanying "MultiROM" also includes audio tracks that can be played on a conventional CD player. Interactive exercises require a computer. 
<br/><br/>Includes a glossary, appendices and transcript.  
<br/><br/>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.<br/> Key Features of the Book:<br/>  A broad range of material presenting language in context <br/>  Customer focus extra boxes with tips and key language for dealing effectively with customers<br/>  Stimulating role-plays for pairwork tasks<br/>  STARTER section at the beginning of each unit with topics for discussion and reflection<br/>  Appendix including an answer key, transcript, A-Z wordlist, and a glossary of useful phrases and vocabulary<br/> Key Featured of the MultiROM<br/>  Realistic listening extracts<br/>  Interactive exercises to practise the language of customer care" (Book Cover).  CONTENTS: 1. Introduction to customer care<br/> Topics  Customer care success<br/>  Customer care businesses and jobs<br/>  Surprising facts about customer care Skills  Skills and qualities for good customer care  Making suggestions<br/> 2. Face to face with customers<br/> Topics  Body language<br/>  A company visit<br/>  Meeting do's and don'ts<br/>  At a trade fair<br/>  The invisible customer Skills  Basic socializing language  The importance of small talk  Follow-up  Steps for winning customers in your presentations<br/> 3. Dealing with customers on the phone<br/> Topics  General telephoning <br/>  The 'customer care' phone call<br/>  What the customers really hear Skills  Being courteous on the phone  Making sure you understand  Making arrangements 4. Call centre success<br/> Topics  Taking an order<br/>  Hotline (troubleshooting)<br/>  Customer-centred call centres Skills<br/>  The first impression  Clarifying and explaining  Checking comprehension 5. Delivering customer care through writing<br/> Topics  Effective letters and emails<br/>  Formal and informal writing styles<br/>  The five Cs of customer care writing<br/>  A case study Skills  Salutations and closes  Standard phrases for handling customers (connecting with the reader, taking action, etc.)  Enclosures and attachments<br/> 6. Dealing with problems and complaints<br/> Topics  Complaint strategies and policies<br/>  The letter of apology<br/>  Explaining company policy<br/>  Some opinions about complaints and apologies Skills  Softening bad news and apologizing   Problem-solving steps<br/> Appendix  Test yourself<br/>  Partner Files Partner A<br/>  Partner Files Partner B<br/>  Answer key<br/>  Transcripts<br/>  A-Z word list<br/>  Useful phrases and vocabulary 
<br/><br/> Intended for customer care professionals who need to communicate effectively with their customers in English.  
<br/><br/><label>ISBN: </label>9780194579070 (Student Book with MultiROM) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>English language--Study and teaching.--Usage<br/>Customer relations--Terminology.<br/>English language--Business English--Textbooks for foreign speakers.