Curso de
Customer service for small businesses
This course covers the fundamental aspects of running a small business. The learner sees the essential language to deal with customers and administration and completes exercises and end-of-unit tests to check comprehension. From talking about large numbers to invoicing and dealing with customer complaints, the course is comprised of a range of exercise types and topics to present the new vocabulary and structures. The grammar covered includes relative pronouns, indirect questions and the past simple - which is a good example of how the learner is encouraged to practise correct pronunciation and rhythm through repetition and modelling. By the end of the course, the learner will have seen and practised the appropriate skills and language needed to welcome, receive and say goodbye to clients, deal with various common customer-care situations and interpret the information conveyed in face-to-face interaction with clients. The course also gives examples of formal and informal language, ways to talk about money, types of shops, prepositions of place and ways to greet people from different cultures.
¿Por qué elegir el curso de Customer service for small businesses con Formación Avant?
- 100% Bonificable a través de FUNDAE
- Totalmente Práctico y Aplicable
- Curso TUTORIZADO
Aulas Virtuales
Personalizadas
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ME INTERESA
100% Bonificable a través de FUNDAE
Forma a tu equipo sin coste para tu empresa. Este curso de ECustomer service for small businesses es hasta 100% bonificable a través de FUNDAE.
- Potencia las competencias clave de tus profesionales.
- Accede a una formación práctica, actualizada y orientada a resultados.
- Prepara a tu equipo para los retos del entorno laboral actual.
- Nos ocupamos de la gestión con FUNDAE si tu empresa lo necesita.
Formación en Customer service for small businesses a medida
Descubre el mejor curso de Customer service for small businesses para empresas a través de nuestra modalidad Aula Virtual Personalizada:
- Sesiones en vivo a través de videoconferencia.
- Temario totalmente personalizado.
- Fechas y horarios adaptados a tu empresa.
- Acceso a las grabaciones.
- Hasta 100 ejercicios autocorregibles.
- Proyectos diseñados a medida para tu equipo.
Totalmente Práctico y Aplicable
Formación diseñada para que apliques cada concepto en situaciones reales de tu trabajo, con un enfoque práctico y útil desde el primer momento.
- Aprendizaje 100% práctico, enfocado en lo que realmente necesitas.
- Casos reales y ejercicios adaptados a tu entorno profesional.
- Aplica cada conocimiento directamente en tus tareas diarias.
- Mejora tu rendimiento y el de tu equipo desde el primer día.
Temario del curso
Unit 1
Greetings and introductions
* Polite words and phrases, food, ordinal numbers, asking for information and confirmation
Being polite, making requests, interrupting, confirming
* Grammar – Courtesy, making requests, interrupting, confirming
The Language of Business
A review of formal and informal business language and the typical expressions that are used in the business world.
Types of shops
This lesson presents and practises the language of shopping – both the basic vocabulary and some typical expressions.
Talking about position
In this lesson:
* Lexis: Types of food / food shops (bakery, bread, etc.)
* Function: Saying where things are – Prepositions of place
* Lexis: Fruits and vegetables
Test exercises
This test checks the learner’s comprehension of the topics covered in unit1 – greeting and introductions, ways to be polite, business
language, typs of shops and talking about position.
Unit 2
Describing business sectors
* Function – Describing sectors / areas of business and the roles within them
Small Businesses
This lesson introduces the learner to different aspects of running a small business and ways to talk about different kinds of company.
Using different registers in business relationships
* Function – Greetings
* Function – Recognising formal / informal register
Grammar and vocabulary related to business situations
Function: showing interest, accusing , denying
False friends and misunderstandings
* General revision of words and structures that are easily confused
* False cognates / friends
Test exercises
This test checks the learner’s comprehension of the topics covered in unit 2 – talking about different sectors, small business language,
formal and informal language, false friends and common cultural misunderstandings.
Unit 3
Administration. Asking for information
Vocabulary related to buying and selling from catalogs, and the formalities that are involved such as the types of letters that
are sent with large purchases. Phrasal verbs that are related to the processes of buying and selling are presented.
Explanations of the types of letters that are sent from business to business. The learner will comprehend how to format and
structure an enquiry letter, and will carry out exercises to consolidate what has been learned. The construction of indirect questions and
the necessary verb forms in order to convey a formal register.
Dialogues and exercises covering acknowledgement letters.
Asking for and providing information
* Function – Requesting and providing information
Buying and selling from catalogues / Writing a cheque
This lesson shows examples of commercial interactions when buying from a catalogue and paying by cheque.
Shapes and materials: Introduction
In this lesson:
* Revision lesson: Shapes and materials
Describing a product
This lesson provides the learner with the necessary vocabulary and structures to give clear information about a product, its size, weight
etc. The language is used in cntext with a short conversation between the customer and shopkeeper.
At the clothing shop – Specific vocabulary
This lesson introduces the learner to the typical language and situations that are common in a clothes shop.
Place your items on the conveyor belt – Specific vocabulary
This lesson introduces and practises the vocabulary and language used widely in commercial situations.
Hold onto your receipt – Specific vocabulary
This lesson deals with the language of shopping, sales, discounts and returning an item.
Test exercises
This test checks the learner’s comprehension of the topics covered in unit 3 – business administration, asking for and giving information,
talking about shapes and materials, describing a product and returning an item.
Unit 4
Making an order
* Function – Making an order
Talking about the condition of a product – Vocabulary
This lesson introduces some of the most common vocabulary used to describe a product’s condition with exercises to review and
practise it.
Talking about the condition of a product – In context
This exercise shows the vocabulary used to talk about products and their state or condition in conversations.
Dealing with invoices
This lesson presents the essential language of preparing and understanding invoices and shows some examples of the invoicing
process.
Administration. Bills and Invoices
Learners will cover vocabulary, both formal and informal, related to invoices and bills. They will learn about the function and format of
invoices and bills and will be able to construct and comprehend invoices. Dialogues will consolidate what has been learned and will give
the learner listening and pronunciation experience related to invoices and bills. Numbers and calculations are covered so that the learner
can practice simple mathematical calculations in English.
Test exercises
This test checks the learner’s comprehension of the topics covered in unit 4 – placing an order, talking about the condition of a product,
dealing with invoices and general administration.
Unit 5
How much?!
Practice using large numbers and saying complete dates.
Role-play a face to face meeting to negotiate prices.
Negotiating phrases: We could agree to that if…, would you be prepared to…?, that sounds fair enough, I think that’s
reasonable.
Dealing with clients
Extended speaking practice. Making and dealing with complaints over the telephone.
Making suggestions: We could…, how about..? What if..?
Apologising: I’m terribly sorry, I’m afraid, I agree, I see your point.
What size are you?
In this lesson:
* Word Profile: Too
* Grammar: Past simple
* Pronunciation -ed endings
Shopping for Clothes
In this lesson:
* Lexis: Clothes (Jeans, T – Shirt, etc.)
* Lexis Clothing store (to try on, changing room, etc.)
* Listening Practice
Management. Complaints
Vocabulary and phrases related to complaints and goods that could be faulty. Exercises which review the structure of a letter of
complaint. Dialogues and exercises that show how to write a letter of apology.
These shoes are broken! – Specific vocabulary
This lesson gives examples of the language used when making and dealing with a complaint.
Test exercises
This test checks the learner’s comprehension of the topics covered in unit 5 – customer service – complaints and talking about sizes,
returning items and negotiating prices.
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