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Archway Publishing - Kathleen Bradley Amidei

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63 pages

English

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Description

AT YOUR SERVICE- ENGLISH AS A SECOND LANGUAGE FOR CUSTOMER SERVICE elevates ESL from simply correct English to the highest levels of professional, gracious, and confident communication.

Words matter. The words and phrases you use with your customers make a lasting and memorable difference in the quality of your customer's experience. AT YOUR SERVICE-ENGLISH AS A SECOND LANGUAGE FOR CUSTOMER SERVICE elevates ESL from simply correct English to the highest levels of professional, gracious, and confident communication. Students positively engage, through role-playing and other activities, in practical, real world service situations.

Kathleen Bradley Amidei shares her four decades of teaching, international business, and hotel management to successfully guide students to use the most effective language to give outstanding customer service to: engage and make a positive connection, resolve customer complaints, contribute to teamwork and training, give confident directions, serve wine, and take food orders.

The book also focuses on the best procedures and methods to create these workplace essentials:

Interviews and resumes
Body Language
Economics of the workplace
Specific grammar points
Brainstorming
Traits of good managers and employees

Many students have experienced a life-changing sense of accomplishment that has helped them with their careers and personal interactions.

Sujets

Foreign Language study

Lettres et linguistique

English as a foreign or second language

Language

English

Electronic Sports League

Informations

Publié par	Archway Publishing
Date de parution	13 mars 2023
Nombre de lectures	0
EAN13	9781665738835
Langue	English
Poids de l'ouvrage	3 Mo

Informations légales : prix de location à la page 0,0200€. Cette information est donnée uniquement à titre indicatif conformément à la législation en vigueur.

Extrait

Copyright © 2023 Kathleen Bradley Amidei.

All rights reserved. No part of this book may be used or reproduced by any means, graphic, electronic, or mechanical, including photocopying, recording, taping or by any information storage retrieval system without the written permission of the author except in the case of brief quotations embodied in critical articles and reviews.

Archway Publishing
1663 Liberty Drive
Bloomington, IN 47403
www.archwaypublishing.com
844-669-3957

Because of the dynamic nature of the Internet, any web addresses or links contained in this book may have changed since publication and may no longer be valid. The views expressed in this work are solely those of the author and do not necessarily reflect the views of the publisher, and the publisher hereby disclaims any responsibility for them.

Any people depicted in stock imagery provided by Getty Images are models, and such images are being used for illustrative purposes only.
Certain stock imagery © Getty Images.

ISBN: 978-1-6657-3882-8 (sc)
ISBN: 978-1-6657-3883-5 (e)

Library of Congress Control Number: 2023902600

Archway Publishing rev. date: 03/10/2023

Dear Stud ents,
Welcome to “ At Your Service -E nglish as a Second Language for Success in Customer Service”. I have designed this class to equip you with the specialized English necessary to succeed in hospitality, restaurant, retail, and all customer interactions. Using “professional” English effectively will be the key to getting hired and will play a critical role in your ability to help your customers and be promoted throughout your career. I hope you will learn in this class that customer service/hospitality is not just a job, but a rewarding ca reer.
Before we get started, I’d like to tell you a bit about my experience in this field. I started my career with Pan American Airlines as an International Flight Attendant. In my world travels, I learned that using English in a polite and caring manner is appreciated all over the globe. While I was with Pan Am, I had the opportunity to attend New York University to obtain my Master’s Degree in Teaching English as a Second Language. I taught ESL at the American Language Institute at NYU and then transitioned to Hotel Management. I held management positions at luxury hotels in New York and San Francisco over a seventeen year period. During that time, I also taught many customer service and ESL classes at the ho tels.
After I started teaching at the College of Marin in 2009, I noticed that many students worked in hotels, stores, restaurants, and health care. I realized that I could help them succeed by combining my knowledge of teaching ESL with my hospitality background. I have created this class especially for you. In the years I have been teaching it, my students have gotten jobs and been promoted. They have told me that this class has been invaluable for them.
I hope it helps you, too!!!
Kathleen Bradley Amidei
At Your Ser vice
English as a Second Language for Customer Ser vice
By Kathleen Bradley Am idei
Table of Contents
Unit 1
Supercharge Your Professional English
• The importance of professional, gracious, English with every customer interaction. Why do we care?
• The concept of “ Everything communic ates”.
Unit 2
Body Language
• Expressing ourselves without saying a word.
Unit 3
Connecting with Your Customers
Advanced techniques for making a positive and memorable impact on your customers.
• Connecting with your customers: the most valuable (but overlooked) tool.
• Ensuring your customers feel special with gracious, polite lang uage.
Unit 4
Gracious and Professional Language
Unit 5:
The Psychology of Delivering What Your Customer Wants
• The importance of ensuring your customers feel spe cial.
• The value of anticipa tion.
• Offering a ch oice.
• Individualized treat ment.
• The seemingly simple act of telling your customer what you are going to do for them.
Unit 6
Giving Directions
• Escorting your custo mers.
• Giving informa tion.
Unit 7
Successfully Resolving Customer Complaints
• Empathy and compas sion.
• Apologize since rely.
• Li sten.
• Take responsibi lity.
• Find a solu tion.
• Give your customer a great apology “ gift”.
Unit 8
Professional English for Phone Interactions
• Resolving customer issues from web -b ased purch ases.
• Taking customer or ders.
• Non -r obotic respo nses
Unit 9
Brainstorming
• Getting to your best ideas by freeing your thou ghts.
Unit 10
The Finer Points of Grammar
The finer points of grammar for the most professional and correct English . (Frequently heard grammar mistakes and how to avoid them.)
• Direct versus indirect quest ions.
• Correct use of gerunds and infinit ives.
• “Do” versus “w ould”.
• Most polite forms of address when speaking to custo mers.
Unit 11
Teamwork and Attitude
Unit 12
Successful Interviews and Resumes
Unit 13
Traits of Good Managers and Good Employees
• Show apprecia tion.
• Encourage great res ults.
• Be knowledge able.
• Be flex ible.
• Encourage employee input/solicit i deas.
• Think like a manager/o wner
• Offer to learn new areas/posit ions.
• Offer to help new emplo yees.
• Arrive early/stay late/ Offer to work over time.
• Suggest improvements for workplace proced ures.
Unit 14
Economics
• Customer -f ocused employees create a positive bottom line.
• How the theory of “Supply and Demand” impacts pri cing.
Unit 15
Customer Service Opportunities
• Serving Wine and beverages. Improve your win e IQ.
• Taking food or ders.
• Experience at a casual restau rant.

Unit 1
SUPERCHARGE YOUR PROFESSIONAL ENGLISH
Let’s use this class to think about the following concepts of good ser vice:
(We will concentrate on all of these throughout the seme ster.)
1.) Increase your awareness quotient.
2.) Anticipate customer needs and wants.
3.) Ensure the customer feels special.
4.) Offer a choice (whenever possible).
5.) Personalize your service.
6.) Train well/know your job …and more.
7.) Help your customer with everything you can; not just what is in your job description.
8.) Initiate engagement with the five E’s: eye contact, ear-to-ear smile, enthusiastic greeting, engage, educate to make a positive connection.
Which concept will you concentrate on this seme ster?
(Example): I plan to focus on number four - I ’d like to offer my customer a choice whenever I can.
Professional Eng lish Why?
Let’s start our class with a question. Why is language so important when talking to our customers? Why bother trying to improve yours? Why does it ma tter ?
1.) Think of a time, recently, when you were a customer and someone gave you great service. What did that look like? How did you feel?
• Language- Do you remember any specific words or phrases?
____________________________________________________________________________
____________ ____________________ ____________________ ____________________ ____
____________ ____________________ ____________________ ____________________ ____
• Actions/Body Language – what did that look like?
____________ ____________________ ____________________ ____________________ ____
____________ ____________________ ____________________ ____________________ ____
____________ ____________________ ____________________ ____________________ ____
• How did you feel? Would you return? Would you tell your friends? Would you write about it on a website?
____________ ____________________ ____________________ ____________________ ____
____________ ____________________ ____________________ ____________________ ____
____________ ____________________ ____________________ ____________________ ____
2.) Think of a time when you received inattentive, rude, or uncaring service? What did it look like? How did you feel?
• Language- Do you remember any specific words or phrases?
____________ ____________________ ____________________ ____________________ ____
____________ ____________________ ____________________ ____________________ ____
____________ ____________________ ____________________ ____________________ ____
• Actions/Body Language-what did that look like?
____________ ____________________ ____________________ ____________________ ____
____________ ____________________ ____________________ ____________________ ____
____________ ____________________ ____________________ ____________________ ____
How did you feel? Would you return? Would you tell your friends? Would you write about it on a website?

Everything “Communic ates” (Does everything have to use spoken lang uage to communi cate?)
1.) What does this mean to you?
______ ____________________ ____________________ _________________________________ ____
______ ____________________ ____________________ _________________________________ ____
What does the picture above communicate to you?
______ ____________________ ____________________ _________________________________ ____
Let’s make a list of everything in our classroom:
1.) car pet _________________________________________________
2.) _____