English for call centers and service centers

Function & Industry Specific Business English Training

Outstanding customer service can make the difference in a competitive world.  Our business English training solutions for call centers & service centers are designed to develop, practice and transfer the language and skills you need to be successful and build satisfaction and loyalty.

Typical training topics

  • Taking calls and requests
  • Communicating B2B and B2C
  • Applying the RATER model to your customer interactions
  • Registering and documenting calls and actions
  • Managing your customers’ expectations
  • Uncovering key information through questioning
  • Dealing with dissatisfaction and distress
  • Using the  opportunity of a complaint
  • Controlling conversations
  • Listening for explicit and implicit messages
  • Solving problems
  • Delivering unwanted news
  • Saying sorry
  • Escalating calls
  • Communicating with support levels
  • Comparing communication methods
  • Matching the message to the medium
  • Using email effectively and efficiently
  • Developing professional telephoning techniques
  • Training and coaching others
  • Giving instructions and setting tasks

Training you to succeed globally

Contact us for more information

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“Every customer is a unique person and it’s important to be able to adapt your communication when working with them. On the other hand, experienced agents know that conversations have a structure and rhythm. Our task is to bring these two aspects together, helping you do your job with confidence in English.”

Brenda van Seters

brenda vanseters