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课程介绍
Business English for Customer Service — Description
This lesson focuses on developing the English communication skills needed to provide excellent customer service in professional environments. Students learn how to interact with customers clearly, politely, and confidently—whether face-to-face, over the phone, in emails, or through chat support. The lesson includes practical vocabulary, common expressions, and real-life scenarios that help learners handle customer enquiries, solve problems, and deliver a positive service experience.
Topics Covered
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Greeting customers professionally
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Asking questions and gathering information
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Clarifying issues and offering solutions
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Polite language for requests, apologies, and reassurance
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Handling complaints and difficult situations calmly
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Phone and email communication etiquette
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Professional tone and customer-friendly vocabulary
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Closing conversations effectively
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Cultural awareness and service professionalism
Skills Students Develop
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Clear, polite, and effective customer communication
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Confident speaking in service-related scenarios
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Strong listening comprehension for customer needs
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Problem-solving language and solution-focused responses
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Accurate pronunciation and natural intonation
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Professional writing for emails and chat support
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Vocabulary for retail, hospitality, call centres, and service roles
Teaching Methodology
I use a practical, student-centered approach with:
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Realistic role-plays (customer enquiries, complaints, product info, assistance)
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Guided conversations with instant feedback
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Targeted pronunciation and tone training
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Useful expressions and customer service scripts
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Short listening tasks and scenario-based practice
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Vocabulary-building activities
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Error correction that is supportive and clear
Who This Lesson Is For
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Customer service representatives
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Hospitality, retail, tourism, call centre, and support staff
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Students or professionals preparing for a service-related job
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Beginner to intermediate learners who want practical, workplace-ready communication
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Anyone who wants to improve politeness, clarity, and confidence in English
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