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LEARNING MAP - Customer Service Officers

BUSINESS WRITING FUNCTIONS & FUNCTIONAL LANGUAGE

  • Standard Expressions for Ending Correspondence [more]
  • Giving Advice and Suggestions [more]
  • Using Standard Expressions [more]
 

BUSINESS LETTERS

  • Standard Expressions for Ending Business Letters [more]
 

BUSINESS TELEPHONE TALK

  • Good/Bad Customer Service [more]
  • Buying Time [more]
  • Passing on Messages to Clients [ more... ]
  • Telephone Communication Problems Part 1: A Bad Line [ more... ]
  • Telephone Communication Problems Part 2: An Unclear Message [ more... ]
  • Using Standard Phrases [ more... ]
  • Handling Customer Complaints [ more... ]
  • Checking Back and Confirming [ more... ]
  • Dealing with Persistent Callers [ more... ]
  • Handling Enquiries and Requests [ more... ]
 

BUSINESS SPEAKING SKILLS (including for specific business situations)

  • Ending a Conversation Politely [ more... ]
  • Expressing Opinions and Agreement [ more... ]
  • Saying 'No' in the Right Way [ more... ]
  • Explaning a Company's Organisation [ more... ]
  • Showing a Visitor Around [ more... ]
  • Talking about Your Company and Work [ more... ]
  • Dealing with Angry Customers [ more... ]
 

BUSINESS SPEAKING FUNCTIONS

  • Making Polite Requests [ more... ]
  • Clarifying and Confirming Verbal Instructions [ more... ]
  • Asking For & Confirming Information [ more... ]
  • Giving Advice and Making Suggestions [ more... ]
 

CUSTOMER SERVICE

  • Strategy for Customer Service [ more... ]
  • Dealing with Angry Customers [ more... ]
  • Welcoming Business Visitors [ more... ]
 

BUSINESS VOCABULARY
  • Sales and Marketing Terms [ more... ]
  • The Language of Credit [ more... ]
  • Basic Financial Vocabulary [ more... ]
  • The Language of Computers [ more... ]
  • Talking About Your Company [ more... ]
  • The Language of Sales and Retail [ more... ]
  • Basic Customer Service Vocabulary in Context [ more... ]
 
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