Skill Details

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Skill Details

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Is Apprenticeship

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Skill Overview

An ESOL (English for Speakers of Other Languages) into Customer Service course is designed to equip non-native English speakers with the language skills and cultural knowledge needed to effectively work in customer service roles. This type of course focuses on practical language skills tailored to interacting with customers, as well as developing professional communication and problem-solving techniques in a customer service context.

Learning Objectives

1. Customer Interaction and Communication Skills
Greeting and welcoming customers: Learning how to properly greet customers, make them feel welcome, and set a positive tone for the interaction (e.g., “Good morning, how can I assist you today?”).
Active listening: Developing the ability to listen attentively to customer needs, concerns, or complaints, and responding appropriately.
Clear and professional speaking: Using clear, polite, and professional language when speaking to customers, making sure instructions and information are understood.
Asking clarifying questions: Learning how to ask questions to better understand customer inquiries or issues (e.g., “Could you please clarify what you mean by...?”).
Closing interactions: Understanding how to end customer interactions politely and positively, ensuring the customer feels satisfied (e.g., “Thank you for your time, have a great day!”).

2. Problem-solving and Conflict Resolution
Handling complaints: Learning techniques for dealing with upset or dissatisfied customers in a calm and empathetic manner.
Offering solutions: Knowing how to offer solutions to customer problems and ensuring they are satisfied with the outcome.
De-escalation techniques: Practicing ways to remain calm and professional in challenging situations, helping to diffuse tension without escalating the issue.
Empathy and understanding: Developing the ability to show empathy and understanding for customer concerns, which helps build rapport and trust.
Apologizing effectively: Learning how to apologize sincerely and take responsibility when appropriate (e.g., “I’m sorry for the inconvenience”).

3. Customer Service Etiquette and Professionalism
Using appropriate tone and body language: Practicing the importance of tone, body language, and facial expressions to convey friendliness, openness, and professionalism.
Politeness and courtesy: Learning key polite phrases and expressions, such as “please,” “thank you,” “you’re welcome,” and “I’m happy to assist.”
Professional telephone skills: Developing effective phone communication techniques, including answering calls, transferring calls, and leaving clear, concise messages.
Email and written communication: Writing clear, polite, and professional emails, memos, or messages that adhere to workplace standards.

Funding Option

Funding Eligibility

Eligible to those aged 19+ who have lived in the UK for 3+ years

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Skill Length

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Skill Eligibility (Prerequisites for skill/software requirements)

You will be assessed before the course start date to determine eligibility

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