Customer Service & Call Centre

Get into the service industry or improve your skills with this training manual.

For English as a Second Language (ESL) individuals, English speakers who are pursuing a career in Customer Service, or English speaking representatives who want to improve their customer service skills.

In this textbook, you will learn how to communicate in the telecommunication industry and resolve issues. The lessons are tailored to help you provide excellent customer service and interpersonal relationship skills with individuals. It is very interactive and there are many practice exercises (Practercise) to use and learn from.

The methods used in teaching adult learners (andragogy) have been demonstrated in this text. Adult learners are self-directed, motivated, practical, goal driven, and like to be respected when learning. They bring life experiences and knowledge to their learning. There are numerous practice exercises in this text for the learner to discuss their experiences and knowledge while learning or improving the English Language.

Although this textbook can be used by English speakers, it was designed to assist English as a Second Language (ESL) learners develop their English speaking skills while gaining the knowledge to pursue a career in the Customer Services Industry or enhance their skills in this profession. Communicative Language Learning allows the students to learn the English language by completing tasks that allow them to communicate with their peers. There is minimal Teacher Talk Time (TTT) as students do most of the interactions. The main focus is on fluency; as a result, there are many discussion exercises in this text. The teachers’ main roles during the lessons are to listen for errors and provide corrections.