Customer Service
EEKS TO CS USEFUL L N U E ND SK LL
Customer care success Skills and qualities for good customer care
Customer care businesses and jobs Making suggestions
1 Surprising facts about customer care
Body language Basic sociali ing language
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 your presentations
2 The invisible customer
General telephoning Being Courteous on the phone
3 The 'customer care' phone call Making sure you understand
hat the customers really hear Making arrangements
4 Taking an order The first impression
Hotline (Troubleshooting Clarifying and explaining
5 Customer-centered call centers Checking comprehension
Effective letters and emails Salutations and closes
Standard phrases for handling customers (connecting
6 Formal and informal writing styles with the reader, taking action, etc.
The five Cs of customer care writing Enclosures and attachments
7 A case study
Complaint strategies and policies Softening bad news and apologi ing
The letter of apology Problem-solving steps
Explaining company policy
Some opinions about complaints and
8 apologies
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Email
EEK TO CS USEFUL L N U E ND SK LL
The email screen A questionnaire
Big Brother is watching... and checking you
1 Email structure emails
Subject lines
2 Register Emotions
Forma/informal phrases How important is accuracy in emails
Abbreviations
3 Correct spelling
riting and replying to enquiries Email addresses & Symbols
The advantages and disadvantages of
4 email The danger of viruses
Polite language
5 riting to colleagues Acronyms and abbreviations
Talking about deadlines and taking
action To cc or not ot cc
6 Common verb-noun phrases
Informing and replying An email qui
Colloquial phrases and contractions Over-quoting
Quoting form previous emails
7 Being diplomatic
Typical phrases for making
arrangements Domain names
Prepositions of time Have you been spammed
8 Saying you're sorry
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Human Resources
EEKS TO CS USEFUL L N U E ND SK LL
Job description The language of job descriptions
Person specifications Exchanging information
Recruitment sources and advertising Making suggestions
1 Agreeing and disagreeing
Job advertisements Arranging an appointment
A curriculum vitae The language of interview questioning
The job interview Establishing rapport
2 Ageism
3 Employment contracts The language of contracts
Disciplinary and grievance procedures riting offer and rejection letters
Health and safety at work-stress and work
place injuries Giving and requesting information
4 HR development practices Making recommendations
The language of appraisal interviews
Dealing with staff problems (diplomatic language, softening disagreement
Appraisal interviews and reports
Training courses
Equal opportunities and diversity
Salaries and fringe benefits Asking for and giving feedback
5 Salaries reviews Clarifying
Agreeing and disagreeing
Interrupting
Talking about figures and numbers
The role of trade unions The language of negotiating
Labor relations (persuading, bargaining
6 A wage negotiation
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Marketing and Advertising
EEK TO CS USEFUL L N U E ND SK LL
Jobs and responsibilities Talking about job descriptions
Corporate identity, logos Presenting your ideas
1 Branding
Market research Giving and asking for opinions
Customer profiles Agreeing and disagreeing
Data collection Market research terms
A telephone survey Asking questions
2 riting reports
The market plan riting emails
The four Ps riting a positioning strategy
3 Pricing and positioning strategies Giving a presentation
The AIDA model for advertising Discussing an ad campaign
orking with an ad agency Giving feedback
Advertising channels
4 Rate sheets
Distribution channels Telephoning-getting through
Types of discount riting to the customers
Types of retailer (direct mailing
Telemarketing
5 Direct marketing
Public relations Getting customer quotes
ebsites as a marketing tool riting press releases
Sponsoring riting a holiday letter
6 Effective press release
Giveaways The language of trade fairs
Organi ing events Sociali ing
7 Attending a trade fair Reporting on a trade fair visit
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Meeting
EEK TO CS USEFUL L N U E ND SK LL
Arranging a meeting Using first names
Confirming a meeting by email Apologi ing for changing a meeting time
Rescheduling a meeting Getting emails right
1 General meeting vocabulary
Saying hello and making introductions Making small talk
Starting a meeting riting formal and informal agendas
Starting the objectives Chairing a meeting
2 Introductions
Reporting progress Interrupting politely
Explaining cause and effects Asking for clarification
Interrupting and dealing with interruptions Giving your option
3 Video conferencing
Disagreement and criticism in different
Asking for comments and contributions cultures
Expressing strong and tentative opinions Diplomatic language
Agreeing and disagreeing Making positive suggestions
4 Resolving conflicts
Responding to offers Reaching agreement
Buying time Talking about possibilities
Taking a vote Controlling the timing of a meeting
5 Summari ing the results of a meeting Intercultural communication
Ending a meeting and thanking participants Talking about plans
Confirming decisions and action points Formal and informal minutes
Follow-up emails Mixing business and pleasure
6 Saying goodbye
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Negotiating
EEK TO CS USEFUL L N U E ND SK LL
Setting objectives Asking for information
The HIT table Planning a meeting
1 The successful negotiator Providing explanations
Prioriti ing objectives Arranging a meeting
Drawing up the agenda Starting and asking about interest
2 Getting to know the other side Agreeing agenda points
Invitation to a meeting Sending a cover letter/email
Last-minute changes to the agenda Amending and confirming the agenda
The meeting's goal Starting goals at a meeting
3 The best approach Meeting and greeting
Making a proposal Presenting proposals and counterproposals
Responding to a proposal Clarifying information
Offering a counterproposal Expressing possibilities and impossibilities
4 Linking offers to conditions
Types of negotiation Enquiring about offers
Clarifying positions Expressing opinions
Introducing new ideas Suggesting a solution
5 Resolving differences
Handling conflict Expressing agreement and disagreement
Dealing with differences Asking questions
Settling matters Making and obtaining concessions
6 Encouraging agreement
Finali ing the agreement Describing current future situations
Settling up an action plan Conveying commitment
Closing Stating progress made
Setting deadlines
7 Summari ing
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Presentation
EEK TO CS USEFUL L N U E ND SK LL
elcoming your audience Opening a presentation
Introducing yourself and the topic Structuring a presentation
Organi ational details (talking about timing, handouts,
Dealing with nervousness questions
1 Getting the audience's attention
Body language Signposting (phrases to organi e your presentation
Tips on presenting to an English-speaking
audience Talking about difficult issues
Referring to other points
2 Adding ideas
Presentation tools Introducing visuals
Using approximate numbers Saying numbers
Creating effective visuals The rule of six
Presenting visuals effectively Emphasi ing important points
3 Making contrasts and describing results
Types of visuals Talking about visuals
talking about trends (verb tenses, adjectives and
Describing graphs and charts adverbs
Interpreting visuals
4 Tips for describing trends
Concluding a presentation Summari ing the main points
Strategies for a good conclusion Making recommendations
Phrases for effective conclusion
Using your voice effectively (stressing words, making
5 pauses
Handling the question and answer session Dealing with questions
Asking polite questions
Anticipating questions
Dealing with interruptions
6 Reforming questions
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Sales and Purchasing
EEK TO CS USEFUL L N U E ND SK LL
Job titles and task Talking about your job
A sakes meeting Talking about goals, objectives, and targets
1 A requisition
At a trade fair Being polite
Relationship building Establishing contact at a trade fair
Follow-up emails Small-talk strategies
2 Email conventions and phrases
A sales pitch Offers, tenders, and bids
The AIDA approach to sales Talking about a product
A request for proposal The tendering (or bidding process
3 An offer letter Active listening
Tips for successful negotiations Discussing terms and conditions (conditional sentences
A company visit Agreeing and disagreeing
Negotiating styles Starting and ending a negotiation
4 in-win negotiations
Telephone orders Exchanging information
An online order Handling orders
A change to an order Referring to numbers in an order
Numbers and figures
5 Contract terms and phrases
Dealing with problems over the telephone
and in writing Complaining effectively
An online complaint form Complaint management with CASH
6 Letters of complaint and apology
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Sociali ing
EEK TO CS USEFUL L N U E ND SK LL
Making arrangements via email Attitudes to time in different cultures
Meeting visitors on arrival Talking about plans
Talking about the weather
1 Talking about plans
elcoming visitors to your company Using first names
Talking about the offices and the company Asking for clarification
Offering a visitor refreshment
Giving directions in a building
2 Introducing a visitor
Making small talk before a meeting Talking about mutual acquaintances
Talking about free-time activities Moving from small talk to business
Talking about personal possessions Keeping a conversation going
Talking about travel and places you have visited
3 Following up a visit with an email
Showing a visitor around your town Used to
Talking about the place where you live Using tourist information
Recommending things to do and placed to see Talking about origins
4 Giving directions in a town or city Dealing with invitations
Making small talk in a restaurant Explaining a menu
Deciding what to order Keeping a conversation going
But seriously ... - the role of humor in
Talking about family and relationship different cultures
Talking about education At the end of a meal
5 Thanking somebody for a meal
Starting a conversation with a stranger Safe small-talk topic
Talking about your company Ending a conversation politely
Talking about products at the stand Small talk at a trade fair
Trying out new small-talk topics
6 Following up a new contact via email
Telephoning
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USEFUL L N U E ND
EEK TO CS SK LL
Telephoning basics: identifying yourself,
getting through Using first names
Making excuses Giving bad news (I'm afraid, I'm sorry, actually
1 Dealing with communication problems
Exchanging and checking information How to be less direct
Spelling over the phone Active listening strategies
2 Saying email addresses
Voicemail greetings How to structure a message
Referring to previous communication (reported
Leaving and talking messaged speech
3 Prepositions
Making and confirming arrangements Small talk
Saying times and dates Changing an arrangement
More prepositions (politeness strategies
4 Mobile phone calls
Strategies for complaining, apologi ing, and
Making and dealing with complaints solving problems
A technical support hotline
5 Tips for telephone customer care
Making and reacting to proposals Talking about possibilities
Reaching agreements Hedges (probably, I would say ..
6 Turn-talking
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