English for Customer Service Professionals
Practical English for client-facing roles: handling enquiries, managing complaints and delivering excellent customer service in English.
Intermediate (B1–B2) levelThe Chat Laboratory3 modules12 lessons
Course curriculum
Customer Interaction Basics
- Greeting and identifying customer needsReading
- Positive language and the customer journeyReading
- The best responseMultiple choice
- Service phrases: fill the gapsGap fill
Handling Complaints
- The LEARN model for complaintsReading
- De-escalating difficult callersReading
- Fix these complaint repliesError correction
- Complaint handling: true or false?True / false
Written Customer Correspondence
- Writing complaint responses in writingReading
- Templates that still sound humanReading
- Choose the right written toneMultiple choice
- Apology and remedy languageGap fill
About this programme
Designed for professionals who serve customers in English, this course covers the full service journey: opening interactions positively, diagnosing needs, handling complaints without escalation, and writing clear, warm service correspondence. Practice tasks are built from real workplace scenarios so the language transfers directly to your next call or email.