Elevate your English Skills for Effective Customer Service
Course type
Individual/Closed-Group
Course length
25 hours for MFHEA recognition
Pricing
1-3 people: €850 | Additional students: €250 per person
Admin & Course material
€55 per person
Entry age
18+
Entry level
A2/B1
Qualification level
MQF Level 5
1 ECTS/ECTVET point per course
MFHEA license number
2021-002
Applicable for refund schemes
Get qualified, investing in skills
Delivery method
At BELS Malta or Gozo, at your office, online
Ideal for
Individuals working in customer service, or whose role involves customer service tasks
Suitable roles
Online chat representatives, call center agents, customer service desk agents, small business owners
Communicative and Practical Courses
Our customer service course aims to upskill individuals who form part of customer service teams within any sector and across any medium.
It is designed to enhance business performance through improved communication strategies, purposeful use of language, and boosting confidence in using English as a main language. Throughout the course, students will explore different models of customer service strategies with a specific focus on language and interaction.
In addition to improving day-to-day performance, this course will enable students to take on a client-centric attitude, create meaningful and professional connections, as well as acquiring polite and effective upselling skills.
The course covers fundamental topics and skills required to excel within your role. It is applicable to a diverse list of industries, namely the hospitality industry; supermarkets; computing and software companies; banking, accountancy and financial firms; legal and human resources firms; marketing and advertising agencies, transportation companies; cleaning companies.
The content is multidisciplinary and takes into consideration the multiple facets of customer service. Primarily these include face-to-face interactions, call-center and telephoning conversations, emailing and live-chat services and overall company-wide customer service.
Suggested Topics:
- Dealing with complaints
- Email writing
- Telephone conversations
- Building rapport with clients of different cultures
- Remaining professional and polite
- Making suggestions
The suggested topics are a guideline, build your own course based on your needs.
Course Objectives:
- Develop a client-centric attitude;
- Build profession, yet friendly and personal client relationships;
- Acquire polite and effective upselling techniques;
- Express themselves in a direct, yet polite manner;
- Distinguish ways to handle difficult situations;
- Identify cultures and how to approach them.
Learning Outcomes:
- Apply the right register in different client-facing scenarios;
- Formulate clear and concise email and telephone conversations;
- Demonstrate cultural awareness and adapt to different customers.
Are you interested in our MFHEA Award course? Download the complete course programme and requirements here. Don’t see what you’re looking for? Email us at [email protected] to discuss a personalised learning plan for groups or individuals.
Recommended Combinations
Email Writing
Learn how to write emails that are professional and human, allowing you to have meaningful interactions. The course focuses on language skills and elements for positive and clear interactions.
Leadership and Management
Mastering communication in English is key for effective leadership. Acquire the language and interpersonal skills to lead and empower your team to deliver outstanding customer service.
Telephoning
Gain the English language skills, tone and etiquette to communicate on the phone appropriately and confidently. Improve language structures, formality and interpersonal skills.
