TABLE OF CONTENTS

COURSE CONTENTS

1. Being clear and polite

            1.1. Forming questions in spoken English.

            1.2 Open and closed questions.

            1.3 American Idioms

2. Predicting Customer need

            2.1 Predicting and previewing information.

            2.2 Customers’ expectations.

            2.3 Deciding whether to give a refund.

3. Explaining and giving instructions

            3.1 Giving instructions using imperatives.

            3.2 Giving instructions using softeners.

            3.3 Public and private information.

            3.4 Gathering private information.

            3.5 Helping a caller set up and internet connection.

4. Defusing anger

            4.1 Extra charge on bill.

            4.2 Defusing customers’ anger.

            4.3 Sounding sincere.

            4.4 Understanding emotions.

            4.5 Using intonation to express emotions.

            4.6 Money matters in American culture.

5. Showing empathy.

            5.1. Building relationships.

            5.2 Empathy.

            5.3 Litigation and compensation culture.

            5.4 Dealing with customer dissatisfaction.

            5.5 Sorting out the problems of a dissatisfied customer.