Página 2 - English for Customer Care Unit 2 Face to face with customers

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PAGE UNIT TITLE TOPICS LANGUAGE TIPS AND STRATEGIES
5 Introduction to Customer care success Skills and qualities for good
customer care Customer care businesses and jobs customer care
Surprising facts about Making suggestions
customer care
11 Face to face with Body language Basic socializing language
customers A company visit The importance of small talk
Meeting do’s and don’ts Follow-up
At a trade fair Steps for winning customers in
The invisible customer your presentations
21 Dealing with General telephoning Being courteous on the phone
customers on The ‘customer care’ phone call Making sure you understand
the phone What the customers really hear Making arrangements
30 Call centre Taking an order The first impression
success Hotline (Troubleshooting) Clarifying and explaining
Customer-centred call centres Checking comprehension
38 Delivering Effective letters and emails Salutations and closes
customer care Formal and informal writing styles Standard phrases for handling
through writing The five Cs of customer care writing customers (connecting with the
A case study reader, taking action, etc.)
Enclosures and attachments
47 Dealing with Complaint strategies and policies Softening bad news and
problems and The letter of apology apologizing
complaints Explaining company policy Problem-solving steps
Some opinions about complaints
and apologies
PAGE APPENDIX
56 Test yourself !
58 Partner Files Partner A
60 Partner Files Partner B
62 Answer key
68 Transcripts
72 A–Z word list
76 Useful phrases and vocabulary
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Contents