TY - BOOK AU - Richey, Rosemary TI - English for Customer Care / SN - 9780194579070 (Student Book with MultiROM) PY - 2007/// CY - Oxford PB - Oxford University Press KW - English language KW - Usage KW - Study and teaching KW - Customer relations KW - Terminology KW - Business English KW - Textbooks for foreign speakers N1 - 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. UR - https://goo.gl/gM8N29 UR - https://ocul-uo.primo.exlibrisgroup.com/permalink/01OCUL_UO/5lqjs2/alma991043925859705161 ER -