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    Customer Service and Call Centre 101
    Customer Service and Call Centre 101
    Customer Service and Call Centre 101
    Ebook52 pages36 minutes

    Customer Service and Call Centre 101

    By Sophia Nelson-Doman

    ()

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    About this ebook

    In this textbook, you will learn how to communicate in the telecommunication industry and resolve issues. The lessons are tailored to help you provide excellent customer service and interpersonal relationship skills with individuals. It is very interactive and there are many practice exercises (Practercise) to use and learn from.

    LanguageEnglish
    PublisherSophia Nelson-Doman
    Release dateSep 22, 2018
    ISBN9780463459669
    Customer Service and Call Centre 101
    Author

    Sophia Nelson-Doman

    Sophia Nelson Doman is an English as a Second Language teacher, Course Developer, Instructor, Author, and a Self Publisher.She has over 20 years of experience in the Customer Service industry.Most of this time, she has developed her skills in telecommunication, housing, probation, and immigration. Due to her success in the service industry, she became an independent contractor for a large telecommunication company in Canada. She was training potential client care representatives to work in the telecommunication industry. She then went on to write her Customer Service and Call Centre 101 book for those who would like to get into the service.In addition to writing the Customer Service book, she wrote a few children's books that are quite entertaining and fun to read. Her Korean students inspired and encouraged her to write her first kids' book - Trish, Krish, and Their Fish in a dish.Children find this book and her other children's book funny and exciting, and parents also enjoy reading them to their children.

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      Book preview

      Customer Service and Call Centre 101 - Sophia Nelson-Doman

      Customer Service & Call Centre

      101

      1st Edition

      For English as a Second Language (ESL) individuals, English speakers who are pursuing a career in Customer Service, or English speaking representatives who want to improve their customer service skills.

      Sophia Nelson-Doman

      Copyright © 2014 Sophia Nelson-Doman

      All rights reserved.

      ISBN-10: 1501098659

      ISBN-13: 978-1501098659

      Smashwords Edition

      In this textbook, you will learn how to communicate in the telecommunication industry and resolve issues. The lessons are tailored to help you provide excellent customer service and interpersonal relationship skills with individuals. It is very interactive and there are many practice exercises (Practercise) to use and learn from.

      CURRICULUM

      INTRODUCTION

      METHODOLOGY

      The methods used in teaching adult learners (andragogy) have been demonstrated in this text. Adult learners are self-directed, motivated, practical, goal driven, and like to be respected when learning. They bring life experiences and knowledge to their learning. There are numerous practice exercises in this text for the learner to discuss their experiences and knowledge while learning or improving the English Language.

      The Communicative Approach

      Communicative Language Learning

      Although this textbook can be used by English speakers, it was designed to assist English as a Second Language (ESL) learners develop their English speaking skills while gaining the knowledge to

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