At Your Service
English as a Second Language for Success in Customer Service
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Professional English for Phone Interactions Communicating effectively by phone presents special challenges when interacting with your customers in a second language. The following qualities are always important, but even more so, when we remove “face-to face” facial expressions and only communicate with our voice and words. Let’s consider these qualities: (Don’t worry; we’ll have an opportunity to practice all of them!)
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About the Book
Words matter. The words and phrases you use with your customers make a lasting and memorable difference in the quality of your customer's experience. AT YOUR SERVICE-ENGLISH AS A SECOND LANGUAGE FOR CUSTOMER SERVICE elevates ESL from simply correct English to the highest levels of professional, gracious, and confident communication. Students positively engage, through role-playing and other activities, in practical, real world service situations.
Kathleen Bradley Amidei shares her four decades of teaching, international business, and hotel management to successfully guide students to use the most effective language to give outstanding customer service to: engage and make a positive connection, resolve customer complaints, contribute to teamwork and training, give confident directions, serve wine, and take food orders.
The book also focuses on the best procedures and methods to create these workplace essentials:
- Interviews and resumes
- Body Language
- Economics of the workplace
- Specific grammar points
- Brainstorming
- Traits of good managers and employees
Many students have experienced a life-changing sense of accomplishment that has helped them with their careers and personal interactions.