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Skill Details

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Skill Overview

English for Customer Care and Service Excellence is a practical, workplace-focus course for employees working in customer-facing roles across a range of sectors, including retails, hospitality, health and social care, facilities management and office-based settings. 

Participants will build vocabulary, grammar, and communication strategies for key workplace interactions such as greeting customers, giving and receiving instructions, handling phone calls, writing emails, and participating in meetings. Emphasis is placed on clarity, tone, and professionalism to help learners develop language that is appropriate for formal and informal workplace situations.

In addition to language skills, the course supports learners' personal development by boosting their confidence, cultural awareness, and ability to work effectively with colleagues and customers from diverse backgrounds. Learners will be encouraged to reflect on their progress, set communication goals, and apply new language skills directly to their roles.

Over a 6-week period (18 hours total), learners will focus on practical spoken and written English to support clear, professional communication on the job.

Key topics include:
•	Writing clear and professional emails.
•	Giving and following workplace instructions.
•	Participating in meetings and discussions.
•	Communicating effectively with customers and colleagues.
•	Building confidence in everyday workplace conversations.

Employer Benefits: 
•	Improved communication with customers and colleagues: Employees develop clear and professional spoken and written communication, reducing misunderstandings and improving customer satisfaction.
•	Supports employee retention and confidence: Learners feel more confident interacting with colleagues and customers, encouraging loyalty and progression.
•	Practical workplace relevance: All communication tasks and examples are tailored to realistic customer service and administrative situations.
•	Supports compliance and quality assurance: Learners better understand instructions, policies, and documentation, contributing to safer and more compliant work environments.
•	Minimises disruption through flexible delivery: The course can be delivered on-site, online, or at our centre, scheduled to suit shift patterns and business needs.

This is a non-regulated course.

Session Duration – 18 hours over 6 weeks (3 hours per session).

Learning Objectives

By the end of the course, participants will be able to:

•	Set personalised communication goals based on workplace needs and develop a plan to support professional growth.
•	Understand and follow spoken and written instructions relevant to the workplace and give clear instructions to others.
•	Write structured and professional workplace emails, using appropriate tone, greetings, and sentence structures.
•	Participate confidently in meetings and conversations, using strategies to clarify misunderstandings and contribute appropriately.
•	Handle telephone and digital communications professionally, including taking messages, filling out online forms, and using common workplace platforms.
•	Apply improved English skills in realistic work scenarios and reflect on personal progress and areas for continued development.

Funding Option

Funding Eligibility

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.

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