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Skill Details
Essential Skill Information
View Skill (Open Access)
Skill Details
Skill Name
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Skill Category
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Business
Children & Education
Communication
Construction & Trade Skills
Creative Skills
Customer Services
Digital & AI
Events & Security
Finance & Accounting
Functional Skills
GDPR & Cyber-Security
HR
Health & Beauty
Health & Safety
Health & Social Care
Hospitality & Catering
IT & Admin
Leadership & Management
Legal, Quality & Assurance
Manufacturing & Engineering
Project Management
Sales & Marketing
Sustainability
Transport & Logistics
Wellbeing
Skills Development Service
Is Accredited
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Is Accredited
No
Is Accredited
Yes
Is Apprenticeship
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Is Apprenticeship
No
Is Apprenticeship
Yes
Skill Overview
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This course supports employees in customer-facing roles develop their English Language acquisition. It is designed to help participants become more confident in speaking and understanding English in everyday work situations, particularly in retail and hospitality sectors. Through practical, scenario-based learning, participants will build their ability to greet customers, describe products, handle complaints, and communicate politely and professionally across face-to-face, phone, a written interaction. The course provides a safe and supportive environment for learners to develop basic spoken and written English, grow in confidence and use language more effectively at work. Over a 6-week period (18 hours total), learners will build confidence in using clear and professional spoken and written English in everyday customer service situations. Key topics include: • Handling customer questions, complaints, and feedback effectively. • Describing products and services clearly and confidently. • Using polite and professional language in different situations. • Improving listening and speaking skills for customer interaction. • Writing short, clear messages for workplace communication. Employer Benefits: • Improves customer experience: Staff are better able to communicate with customers clearly, politely, and professionally – leading to more positive interactions and fewer misunderstandings. • Supports staff retention and confidence: Employees feel more confident using English at work, reducing stress in customer-facing roles and increasing job satisfaction. • Reduces errors in verbal and written communication: Learners develop clarity and accuracy in spoken and written English, leading to fewer mistakes in messages, orders and service delivery. • Supports progression into team leader or supervisor roles: Learners gain the confidence and language skills to take on more responsibility, support colleagues and communicate with management. • Minimises disruption through flexible delivery: Course can be delivered online or on-site, scheduled around shift patterns, and adapted to the communication needs of different service environments. This is a non-regulated course. Session Duration – 18 hours over 6 weeks (3 hours per session)
Learning Objectives
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By the end of the course, participants will be able to: • Identify personal workplace communication goals: Asses their own strengths and needs in customer-facing English and set individual targets through a personalised learning plan. • Use polite, professional English with customers: Greet customers, describe products and services, and handle face-to-face instructions using clear, accurate, and courteous language, • Respond to complaints professionally: Use empathetic, calm language to manage challenging situations, offer solutions, and maintain a professional tone in spoken and written complaints. • Write, clear, concise workplace messages: Complete short written tasks such as emails, customer notices, forms and product information using correct vocabulary, sentence structure and tone. • Apply English across multiple customer service scenarios: Use appropriate English for phone calls, emails, and in-person conversations, and reflect on progress though a final role-play and portfolio of work.
Funding Option
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Fully funded
Part funded / Co-invested
Commercial
Funding Eligibility
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This course is part of our Skills Development Service. To be eligible for this training, you must be: • 19 years old or over • Employed, volunteering or an unpaid worker. • Have the right to live and work in the UK. • You must not already have achieved a level 2 qualification, in this subject, in the last 3 years. This support is available for those living in Greater Manchester or one of the neighbouring areas. These include parts of Lancashire, Derbyshire, Merseyside, West Yorkshire, and Cheshire – your eligibility will be checked by one of our Skills Coaches.
Skill Price ex VAT (£)
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Skill Length
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1 Hour or less
1 Day or Less
2 Days to 1 Week
2 to 6 Weeks
7 Weeks +
Skill Level
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Beginner
Intermediate
Advanced
Skill Timings
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Course is delivered anytime between Mon-Fri 9am-5pm
Evening
Weekend
Flexible
Delivery Method
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Physical location
eLearning
Virtual classroom
Blended
Flexible
Skill Eligibility (Prerequisites for skill/software requirements)
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Last Application Date
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Skill Enrolment
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Weekly
Monthly
Based on Demand
Skill Status
Pending
Live
Rejected
Finished
Skill Enquiry Details
First Name
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Last Name
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Email
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Telephone
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Postcode
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Are you a company owner or senior decision maker?
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Are you a company owner or senior decision maker?
No
Are you a company owner or senior decision maker?
Yes
No. of Delegates
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What is your company name?
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Would you like to explore skills support for your organisation through GM Business Growth Hub?
Would you like to explore skills support for your organisation through GM Business Growth Hub?
No
Would you like to explore skills support for your organisation through GM Business Growth Hub?
Yes
I accept the Terms and Conditions and Privacy Policy
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I accept the Terms and Conditions and Privacy Policy
No
I accept the Terms and Conditions and Privacy Policy
Yes
Skill
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