English for Frontline and Customer Service Staff
“Helping you to help your customers”
Combining language skills with your company’s customer-service expectations, Language Key offers a unique and completely tailored solution to your customer service or frontline staff language requirements.
Detailed research and design stages take into account:
- Level of English competency
- Analysis of your company’s products and services
- Collection of samples, such as common enquiries, replies to those enquiries, complaints and complaint handling
- An insight into the customer service methodology
Presentation in the classroom is from a language focus, although elements of customer service training are incorporated into the programs.
The aims of any program are:
- to build confidence when dealing with native speakers
- to introduce and expand on appropriate language structures when serving or dealing with a customer to maintain a high level of professionalism
- to improve fluency and tone of the voice to sound helpful and sincere
- to remove errors for accuracy
- to provide controlled and freer practice opportunities in the form of role-plays to bring everything together
In addition, follow-up activities can be arranged, such as consolidation and revision workshops, mystery shopper exercises or other work-based assessments.
Tailored skills-based language programs have been designed and conducted for areas such as:
- Call Centres – Telephone Operators and Sales staff
- Retail stores – Sales Assistants
- Hotels – F and B, Front-desk, Concierge, Housekeeping, Sports and Recreation, etc
- Transportation – Platform Assistants and Airport Ambassadors
- Banking – Tellers, Branch Managers etc
- Property – Sales staff and Estate Agents
- Telecommunciations – Field Engineers and Sales Staff
