Short Master Program: Mastering English for Customer Service and Call Center Excellence

 Overview

The Short Master Program in Mastering English for Customer Service and Call Center Excellence is meticulously designed to teach the participants the secret of professional customer handling. Using some magical words and techniques, you will learn how to deal with upset customers, bridge communication gaps, and clarify their confusion. In this short master, participants learn what to say and what not to say to their customers. Taking this program will not only improve your English skills but also make you a better customer service professional.

Objectives

Participants in this program will:

• Master effective communication techniques tailored to customer service contexts.
• Learn to manage customer inquiries and complaints with confidence.
• Acquire industry-specific vocabulary and expressions for enhanced engagement.
• Develop problem-solving skills to address customer needs.
• Foster rapport with customers to strengthen relationships.

Program Outline

1. Introduction to Customer Service Principles
• Importance of customer service in the business landscape
• Essential traits of successful customer service representatives
2. Effective Communication Techniques
• Skills in active listening and effective questioning
• Importance of non-verbal cues and body language
3. Handling Customer Complaints
• Approaches for de-escalating conflicts
• Transforming complaints into opportunities for service enhancement
4. Building Rapport with Customers
• Strategies for establishing trust and credibility
• Personalization techniques for better customer interaction
5. Industry-Specific Language Skills
• Key phrases and terminology relevant to customer service
• Practical exercises and role-playing scenarios
6. Cultural Sensitivity in Customer Service
• Insights into diverse customer backgrounds
• Adapting communication styles to different cultures

Target Group

This Short Master Program is tailored for:

• Customer service representatives and call center agents aiming to enhance their English skills.
• Team leaders and managers focused on improving team performance.
• Individuals aspiring to enter the customer service or call center fields.

Program Cost

The Short Master Program in Mastering English for Customer Service and Call Center Excellence is offered at the following rates:

• €3,700 for 5 days
• €6,500 for 10 days

This program is available on different dates upon request, ensuring flexibility for all participants.

Organizers

The Short Master Program in Mastering English for Customer Service and Call Center Excellence is organized by The Geneva Institute of Business Management organizes this short master with its partners across Europe.