Customer Service English Language Course
Comprehensive English language training for customer service workers in Rochdale and Greater Manchester. Learning materials focused on retail operations, telephone support, and client interactions with roleplay scenarios, professional vocabulary, and instant feedback for service professionals.
Module 1
Getting Started in Customer Service
Lesson 1.1: Understanding customer service roles in Greater Manchester
Roleplays
Roleplay 1: Job centre interview - Job advisor (explaining local customer service opportunities)
Roleplay 2: Informal chat with experienced worker - Colleague (sharing insights about working in Rochdale retail)
Roleplay 3: Meeting with recruitment agency - Recruiter (discussing customer service positions in Greater Manchester)
Vocabulary
Common Phrases
Right then - Starting conversation
Sorted - Problem resolved
Dead busy - Very busy period
Not to worry - Don't be concerned
Colloquial Terms
Punter - Customer (informal)
Queue - Line of waiting customers
Till - Cash register
Shift - Work period
Rota - Work schedule
Technical Terms
Service standards - Quality expectations
Customer satisfaction - Happy customers
Retail experience - Shop work background
Peak hours - Busiest trading times
Commission - Sales-based earnings
Lesson 1.2: First impressions and professional appearance
Roleplays
Roleplay 1: Getting ready for first day - Manager (explaining dress code and expectations)
Roleplay 2: Uniform fitting appointment - Supervisor (discussing professional appearance standards)
Roleplay 3: Team briefing on presentation - Team leader (reviewing company image requirements)
Vocabulary
Common Phrases
Smart casual - Professional but relaxed
Well turned out - Nicely dressed
Look the part - Appear professional
Spick and span - Very clean and tidy
Colloquial Terms
Scruffy - Untidy appearance
Tatty - Worn out clothing
Dapper - Well-dressed man
Presentable - Suitable appearance
Groomed - Well-maintained appearance
Technical Terms
Dress code - Clothing requirements
Brand image - Company appearance
Hygiene standards - Cleanliness rules
Uniform policy - Clothing regulations
Personal grooming - Self-care standards
Lesson 1.3: Basic greetings and welcoming customers
Roleplays
Roleplay 1: Morning shop opening - First customer (elderly regular who likes a chat)
Roleplay 2: Busy afternoon service - Customer (in a hurry, needs quick service)
Roleplay 3: Weekend greeting practice - Customer (family with children, browsing casually)
Vocabulary
Common Phrases
Morning love - Friendly greeting
Alright there - Casual hello
You alright - Checking if OK
What can I do you for - How can I help
Lovely to see you - Pleasant greeting
Colloquial Terms
Duck - Term of endearment (Northern)
Pet - Friendly address
Chick - Informal for young woman
Mate - Friend (casual)
Boss - Polite address to customer
Technical Terms
Welcome - Greeting customers
Acknowledge - Recognise customer presence
Rapport - Friendly relationship
Professional manner - Work behaviour
Customer engagement - Interaction quality
Lesson 1.4: Understanding local customer expectations
Roleplays
Roleplay 1: Cultural differences discussion - Experienced colleague (explaining local customs and expectations)
Roleplay 2: Customer feedback session - Supervisor (reviewing what Rochdale customers value most)
Roleplay 3: Community event preparation - Manager (discussing local community engagement)
Vocabulary
Common Phrases
Round here - In this area
Proper good - Really good
Fair do's - That's reasonable
Can't complain - Everything's fine
Colloquial Terms
Chuffed - Very pleased
Nowt - Nothing
Owt - Anything
Reyt - Right (Yorkshire/Lancashire)
Ginnel - Narrow passage (local term)
Technical Terms
Local market - Area customers
Demographics - Customer types
Cultural awareness - Understanding differences
Community values - Local priorities
Regional preferences - Local likes
Module 2
Face-to-Face Customer Interactions
Lesson 2.1: Approaching and greeting customers in retail/service environments
Roleplays
Roleplay 1: Busy shop floor - Customer (looking confused, needs direction)
Roleplay 2: Quiet period approach - Customer (browsing, doesn't want pressure)
Roleplay 3: Store entrance greeting - Customer (first-time visitor, needs orientation)
Vocabulary
Common Phrases
Need a hand - Offering help
Having a look - Just browsing
Pop over here - Come this way
Just give us a shout - Call if you need help
Colloquial Terms
Browse - Look around casually
Nip - Go quickly
Bob - Move quickly
Mooch - Wander around
Reckon - Think or believe
Technical Terms
Approach - Method of contact
Non-intrusive - Not pushy
Available - Ready to help
Proactive - Taking initiative
Customer-focused - Centred on customer needs
Lesson 2.2: Asking questions to understand customer needs
Roleplays
Roleplay 1: Gift shopping help - Customer (buying present for someone else, unsure of preferences)
Roleplay 2: Technical product inquiry - Customer (needs specific features, has limited knowledge)
Roleplay 3: Budget-conscious shopping - Customer (has specific price range, needs value options)
Vocabulary
Common Phrases
What's the occasion - Why do you need this
Roughly speaking - Approximately
Price range - Budget limit
Bear in mind - Remember to consider
Colloquial Terms
Ballpark - Approximate figure
Stretch - Extend budget
Splash out - Spend more money
Bargain - Good deal
Pricey - Expensive
Technical Terms
Requirements - What customer needs
Specifications - Technical details
Budget constraints - Money limitations
Preferences - Customer likes
Suitability - How well it fits needs
Lesson 2.3: Providing information and guidance
Roleplays
Roleplay 1: Product comparison request - Customer (trying to decide between two similar items)
Roleplay 2: Store policy explanation - Customer (wants to know about returns and exchanges)
Roleplay 3: Local area information - Customer (new to area, needs directions and recommendations)
Vocabulary
Common Phrases
Here's the thing - Let me explain
Worth bearing in mind - Important to remember
Put it this way - To explain differently
The long and short of it - Summary
Colloquial Terms
Handy - Useful or convenient
Nifty - Clever or neat
Snag - Problem or drawback
Plus side - Advantage
Downside - Disadvantage
Technical Terms
Features - Product characteristics
Benefits - Advantages for customer
Warranty - Guarantee period
Terms and conditions - Rules and policies
Comparison - Showing differences
Lesson 2.4: Closing conversations positively
Roleplays
Roleplay 1: Successful sale completion - Customer (happy with purchase, ready to leave)
Roleplay 2: No purchase made - Customer (looked but didn't buy, leaving politely)
Roleplay 3: Future visit encouragement - Customer (interested but needs to think about it)
Vocabulary
Common Phrases
Lovely stuff - Excellent choice
Take care now - Goodbye wish
Come back soon - Welcome return
Any time - You're always welcome
Colloquial Terms
Ta-ra - Goodbye (Northern)
Cheers - Thank you/goodbye
See you later - Casual goodbye
Right then - Concluding phrase
All sorted - Everything completed
Technical Terms
Transaction complete - Sale finished
Customer retention - Keeping customers
Follow-up - Future contact
Positive closure - Good ending
Future opportunity - Potential return business
Module 3
Telephone and Digital Communication
Lesson 3.1: Answering phones professionally
Roleplays
Roleplay 1: Business enquiry call - Customer (asking about opening hours and services)
Roleplay 2: Product availability check - Customer (needs to know if item is in stock)
Roleplay 3: Booking or reservation - Customer (wants to arrange appointment or service)
Vocabulary
Common Phrases
Speaking - This is me
Hold the line - Please wait
I'll put you through - Transfer call
Can I take a message - Leave details
Colloquial Terms
Hang on - Wait a moment
Ring back - Call again
Give us a bell - Call us
Drop us a line - Contact us
Touch base - Make contact
Technical Terms
Extension - Internal phone number
Transfer - Move call
Voicemail - Recorded message
Caller - Person phoning
Reception - Call answering service
Lesson 3.2: Taking messages and transferring calls
Roleplays
Roleplay 1: Manager unavailable - Caller (urgent matter, needs callback arranged)
Roleplay 2: Wrong department call - Caller (needs technical support, called general line)
Roleplay 3: Detailed message taking - Caller (complex enquiry, person away from desk)
Vocabulary
Common Phrases
I'm afraid - Sorry to say
Let me check - I'll find out
I'll make sure - I'll ensure
First thing Monday - Start of week
Colloquial Terms
Pop - Put or place
Jot down - Write quickly
Get back to - Return call
Catch up with - Speak to
Chase up - Follow up
Technical Terms
Message pad - Note-taking paper
Callback - Return phone call
Urgent - Needs immediate attention
Contact details - Phone/email information
Follow-up - Subsequent action
Lesson 3.3: Email communication with customers
Roleplays
Roleplay 1: Email writing practice - Supervisor (reviewing professional email standards)
Roleplay 2: Customer complaint response - Customer (unhappy, needs written response)
Roleplay 3: Product information request - Customer (wants detailed specifications by email)
Vocabulary
Common Phrases
Further to - Following on from
As discussed - As we talked about
Please find attached - Document included
Look forward to - Anticipate positively
Colloquial Terms
Drop a line - Send message
Ping - Send quick message
Loop in - Include someone
Flag up - Highlight issue
Touch base - Make contact
Technical Terms
Subject line - Email title
Attachment - File included
CC - Copy someone
Reply all - Respond to everyone
Professional tone - Formal language
Lesson 3.4: Using live chat and social media responses
Roleplays
Roleplay 1: Live chat support - Customer (technical problem, needs step-by-step help)
Roleplay 2: Social media enquiry - Customer (public question on company social media)
Roleplay 3: Online complaint handling - Customer (frustrated, posted negative comment)
Vocabulary
Common Phrases
I can help with that - Offering assistance
Let me sort that - I'll fix it
Thanks for reaching out - Appreciate contact
We appreciate your feedback - Value opinions
Colloquial Terms
DM - Direct message
Tag - Mention someone
Thread - Conversation chain
Viral - Spreading quickly
Trending - Popular topic
Technical Terms
Real-time - Immediate response
Platform - Social media site
Engagement - Customer interaction
Response time - Reply speed
Digital presence - Online representation
Module 4
Handling Complaints and Difficult Situations
Lesson 4.1: Recognising and responding to customer dissatisfaction
Roleplays
Roleplay 1: Unhappy customer approach - Customer (frustrated with product quality)
Roleplay 2: Service disappointment - Customer (waited too long, feeling ignored)
Roleplay 3: Misunderstanding situation - Customer (confused about policy, becoming annoyed)
Vocabulary
Common Phrases
I can see why - Understanding frustration
Let me help - Offering assistance
That's not right - Acknowledging problem
We'll sort this - Promise of resolution
Colloquial Terms
Miffed - Slightly annoyed
Wound up - Very angry
Fed up - Tired of situation
Cheesed off - Annoyed
Proper cross - Really angry
Technical Terms
Escalation - Moving to higher authority
Resolution - Solving the problem
Compensation - Making up for problem
Service recovery - Fixing bad experience
Customer retention - Keeping unhappy customers
Lesson 4.2: Apologising and taking responsibility
Roleplays
Roleplay 1: Company mistake admission - Customer (received wrong item, wants explanation)
Roleplay 2: Service failure apology - Customer (missed appointment, needs rescheduling)
Roleplay 3: System error explanation - Customer (charged incorrectly, wants refund)
Vocabulary
Common Phrases
My sincere apologies - Formal sorry
That's on us - Our responsibility
We've let you down - Failed to meet expectations
Make it right - Fix the problem
Colloquial Terms
Our bad - Our mistake
Slip-up - Small error
Cock-up - Serious mistake
Balls-up - Major error
Hash of it - Made mess of
Technical Terms
Accountability - Taking responsibility
Service failure - Not meeting standards
Error acknowledgment - Admitting mistakes
Corrective action - Steps to fix
Process improvement - Making changes
Lesson 4.3: Finding solutions and escalating issues
Roleplays
Roleplay 1: Problem-solving discussion - Customer (complex issue needs creative solution)
Roleplay 2: Manager escalation needed - Customer (beyond your authority to resolve)
Roleplay 3: Alternative solution offering - Customer (preferred solution not possible)
Vocabulary
Common Phrases
What I can do - Available options
Let me see - Checking possibilities
How about - Suggesting alternative
Would that work - Checking acceptability
Colloquial Terms
Workaround - Alternative solution
Quick fix - Temporary solution
Bodge job - Poor temporary fix
Proper job - Good permanent solution
Sorted - Problem resolved
Technical Terms
Alternative - Different option
Authority level - Decision-making power
Escalation process - Moving issue up
Solution options - Available fixes
Compromise - Meeting halfway
Lesson 4.4: Following up after resolving problems
Roleplays
Roleplay 1: Resolution check-in call - Customer (recently resolved complaint, checking satisfaction)
Roleplay 2: Follow-up email writing - Supervisor (reviewing professional follow-up standards)
Roleplay 3: Improvement discussion - Customer (wants to prevent future problems)
Vocabulary
Common Phrases
Just checking in - Following up
How are things - Checking current state
All going well - Everything OK
Keep in touch - Maintain contact
Colloquial Terms
Touch base - Make contact
Catch up - Get update
Check up on - Monitor situation
Keep tabs on - Watch progress
Circle back - Return to topic
Technical Terms
Follow-up protocol - Standard procedure
Customer satisfaction - Happy outcome
Monitoring - Checking progress
Feedback collection - Getting opinions
Continuous improvement - Always getting better
Module 5
Product Knowledge and Sales Support
Lesson 5.1: Learning about products and services
Roleplays
Roleplay 1: Product training session - Trainer (explaining new product features and benefits)
Roleplay 2: Knowledge check discussion - Supervisor (testing understanding of key products)
Roleplay 3: Update briefing - Manager (informing about product changes or new additions)
Vocabulary
Common Phrases
Key features - Main characteristics
Good value - Worth the money
Popular choice - Frequently bought
Top of the range - Best quality available
Colloquial Terms
Bestseller - Most popular item
Bargain - Great deal
Steal - Excellent price
Pricey - Expensive
Worth every penny - Good value
Technical Terms
Specifications - Technical details
Compatibility - Works together
Warranty period - Guarantee time
Product lifecycle - Development stages
USP - Unique selling point
Lesson 5.2: Making recommendations and suggestions
Roleplays
Roleplay 1: Customer advice request - Customer (needs recommendation for specific use)
Roleplay 2: Budget alternative suggestion - Customer (wants expensive item, needs cheaper option)
Roleplay 3: Upgrade opportunity - Customer (current product user, could benefit from improvement)
Vocabulary
Common Phrases
I'd recommend - My suggestion
Perfect for - Ideal choice
Might suit you - Could be good
Worth considering - Should think about
Colloquial Terms
Right up your street - Perfect for you
Spot on - Exactly right
Hit the spot - Meet the need
Do the trick - Solve the problem
Fit the bill - Meet requirements
Technical Terms
Recommendation - Suggested choice
Suitability - How well it fits
Cost-effective - Good value
Performance - How well it works
Functionality - What it can do
Lesson 5.3: Processing transactions and payments
Roleplays
Roleplay 1: Till operation training - Supervisor (showing payment processing procedures)
Roleplay 2: Card payment problem - Customer (payment declined, needs alternative)
Roleplay 3: Receipt and warranty explanation - Customer (first-time buyer, needs information)
Vocabulary
Common Phrases
How are you paying - Payment method
Receipt for you - Proof of purchase
PIN or signature - Payment verification
Keep it safe - Store carefully
Colloquial Terms
Till - Cash register
Ring up - Process payment
Card reader - Payment machine
Chip and PIN - Card payment method
Contactless - Touch payment
Technical Terms
Transaction - Payment process
Authorization - Payment approval
Receipt - Purchase record
Refund policy - Return rules
Payment methods - How customers pay
Lesson 5.4: Upselling and cross-selling appropriately
Roleplays
Roleplay 1: Accessory suggestion - Customer (buying main item, could use additional products)
Roleplay 2: Service package offer - Customer (purchasing product, might want extended warranty)
Roleplay 3: Complementary item recommendation - Customer (buying gift, could add wrapping service)
Vocabulary
Common Phrases
Goes well with - Complements nicely
Might be worth - Could be valuable
While you're here - Since you're shopping
Complete the look - Finish the set
Colloquial Terms
Bundle deal - Package offer
Throw in - Add as extra
Sweetener - Additional incentive
Add-on - Extra item
Upgrade - Better version
Technical Terms
Cross-selling - Related products
Upselling - Better version
Revenue increase - More sales
Customer value - Total spending
Sales opportunity - Chance to sell more
Module 6
Working with Colleagues and Supervisors
Lesson 6.1: Communicating with team members
Roleplays
Roleplay 1: Shift handover - Colleague (ending shift, passing information to you)
Roleplay 2: Busy period coordination - Colleague (peak time, need to work together efficiently)
Roleplay 3: Problem sharing - Colleague (experienced worker, you need advice)
Vocabulary
Common Phrases
Just so you know - Information sharing
Heads up - Advance warning
Can you give me a hand - Need help
I'll cover for you - Take your duties
Colloquial Terms
Mate - Colleague (informal)
Swap shifts - Change work times
Pull your weight - Do your share
Muck in - Help together
Back each other up - Support colleagues
Technical Terms
Shift pattern - Work schedule
Handover - Information transfer
Team coordination - Working together
Coverage - Ensuring service continues
Collaboration - Working as team
Lesson 6.2: Reporting to supervisors and managers
Roleplays
Roleplay 1: Daily update meeting - Supervisor (wants to know about your progress and issues)
Roleplay 2: Problem reporting - Manager (serious customer complaint needs escalation)
Roleplay 3: Performance review - Supervisor (discussing your work quality and development)
Vocabulary
Common Phrases
Just to update you - Giving information
Thought I should mention - Important to tell
Everything's running smoothly - No problems
Need your input - Want your advice
Colloquial Terms
Boss - Manager (informal)
Run something by - Check with
Green light - Permission to proceed
On track - Going well
Hiccup - Small problem
Technical Terms
Status update - Progress report
Escalation - Moving issue up
Performance metrics - Measurement standards
Feedback - Comments on work
Development goals - Improvement targets
Lesson 6.3: Participating in team meetings
Roleplays
Roleplay 1: Weekly team meeting - Manager (discussing targets and new policies)
Roleplay 2: Training session participation - Trainer (interactive learning session)
Roleplay 3: Problem-solving discussion - Team leader (group working on customer service improvement)
Vocabulary
Common Phrases
If I may - Asking permission to speak
Good point - Agreeing with colleague
What do you reckon - Asking opinion
Makes sense - Understanding agreement
Colloquial Terms
Chime in - Join conversation
Weigh in - Give opinion
Bounce ideas - Share thoughts
Pick your brains - Ask for ideas
Food for thought - Something to consider
Technical Terms
Agenda - Meeting plan
Action points - Tasks to complete
Contribution - Input to discussion
Consensus - Agreement reached
Minutes - Meeting record
Lesson 6.4: Training new colleagues
Roleplays
Roleplay 1: New starter introduction - New colleague (first day, nervous about procedures)
Roleplay 2: System demonstration - New team member (needs to learn till and computer systems)
Roleplay 3: Customer service coaching - Junior colleague (wants to improve interaction skills)
Vocabulary
Common Phrases
Let me show you - Demonstration offer
Don't worry - Reassurance
You'll get there - Encouragement
Any questions - Checking understanding
Colloquial Terms
Get the hang of - Learn how to do
Pick it up - Learn quickly
Show the ropes - Teach the job
Settle in - Become comfortable
Find your feet - Get established
Technical Terms
Training programme - Learning plan
Mentoring - Guiding new worker
Competency - Required skills
Induction - Introduction process
Skills development - Improving abilities
Module 7
Job Interview Skills and Applications
Lesson 7.1: Preparing for customer service job applications
Roleplays
Roleplay 1: Job centre guidance session - Advisor (helping with job search strategy)
Roleplay 2: Online application help - Friend (experienced with UK job applications)
Roleplay 3: Company research discussion - Career counsellor (preparing for specific applications)
Vocabulary
Common Phrases
I'm keen to - I want to
Right up my street - Perfect for me
Good fit - Suitable match
Bring to the table - What I offer
Colloquial Terms
CV - Curriculum vitae/resume
Job hunt - Looking for work
Shortlist - Selected candidates
Headhunter - Recruitment consultant
Dream job - Perfect position
Technical Terms
Application process - How to apply
Job specification - Role requirements
Person specification - Ideal candidate
Competencies - Required skills
Selection criteria - Judging standards
Lesson 7.2: Writing CVs and cover letters for service roles
Roleplays
Roleplay 1: CV writing workshop - Career advisor (reviewing CV structure and content)
Roleplay 2: Cover letter feedback - Friend (experienced worker giving advice)
Roleplay 3: Application review - Recruitment specialist (checking application quality)
Vocabulary
Common Phrases
Track record - Previous success
Hands-on experience - Practical work
Strong background - Good experience
Proven ability - Demonstrated skill
Colloquial Terms
Beef up - Make stronger/better
Tailor - Customise for job
Highlight - Emphasise strongly
Sell yourself - Promote your skills
Stand out - Be noticeable
Technical Terms
Personal statement - Summary section
Career objective - Job goal
Relevant experience - Applicable work
Transferable skills - Useful abilities
Professional references - Work contacts
Lesson 7.3: Interview preparation and common questions
Roleplays
Roleplay 1: Mock interview practice - Interview coach (practicing common customer service questions)
Roleplay 2: Strengths and weaknesses discussion - Mentor (preparing honest self-assessment)
Roleplay 3: Scenario-based interview - Interviewer (asking about handling difficult customers)
Vocabulary
Common Phrases
For instance - For example
That said - However
In my experience - From my background
I'd approach it - My method would be
Colloquial Terms
Nail the interview - Do very well
Grilled - Asked tough questions
Put on the spot - Asked difficult question
Think on your feet - Respond quickly
First impressions count - Initial impact important
Technical Terms
Interview technique - How to perform well
Body language - Non-verbal communication
Professional demeanor - Work-appropriate behaviour
Competency questions - Skill-based queries
STAR method - Situation, Task, Action, Result
Lesson 7.4: Post-interview follow-up and feedback
Roleplays
Roleplay 1: Thank you email writing - Career coach (reviewing professional follow-up)
Roleplay 2: Feedback request call - HR representative (discussing interview performance)
Roleplay 3: Second interview invitation - Employer (progressing to next stage)
Vocabulary
Common Phrases
Following our meeting - After the interview
Thank you for - Grateful for
Look forward to - Anticipate positively
Any feedback - Comments or advice
Colloquial Terms
Touch base - Make contact
Keep in the loop - Stay informed
On the cards - Possible outcome
Fingers crossed - Hoping for success
Second chance - Another opportunity
Technical Terms
Follow-up protocol - Standard procedure
Professional courtesy - Polite behaviour
Feedback request - Asking for comments
Interview outcome - Final decision
Next steps - What happens next
Module 8
Professional Development and Career Growth
Lesson 8.1: Setting professional goals in customer service
Roleplays
Roleplay 1: Career planning discussion - Supervisor (discussing advancement opportunities)
Roleplay 2: Skills assessment meeting - Manager (identifying development areas)
Roleplay 3: Goal-setting session - Mentor (planning career progression steps)
Vocabulary
Common Phrases
Moving forward - Progressing ahead
Next level - Higher position
Room for growth - Advancement opportunities
Long-term view - Future planning
Colloquial Terms
Climb the ladder - Get promoted
Move up - Advance position
Step up - Take on more responsibility
Make your mark - Create good impression
Go places - Have successful career
Technical Terms
Career pathway - Progression route
Professional development - Skill improvement
Performance targets - Goals to achieve
Skill gap - Areas needing improvement
Succession planning - Future role preparation
Lesson 8.2: Seeking feedback and continuous improvement
Roleplays
Roleplay 1: Performance review meeting - Manager (discussing strengths and improvements)
Roleplay 2: Customer feedback discussion - Supervisor (reviewing service quality comments)
Roleplay 3: Peer feedback session - Colleague (getting input from experienced worker)
Vocabulary
Common Phrases
How am I doing - Performance check
What can I improve - Areas for development
Taking it on board - Accepting feedback
Work in progress - Still developing
Colloquial Terms
Room for improvement - Can do better
Up to scratch - Meeting standards
Shape up - Improve performance
Pull up socks - Work harder
On the right track - Progressing well
Technical Terms
Performance review - Formal assessment
360 feedback - All-round input
Action plan - Improvement steps
Development needs - Skills to improve
Continuous improvement - Always getting better
Lesson 8.3: Building customer relationships for repeat business
Roleplays
Roleplay 1: Regular customer chat - Customer (frequent visitor, values personal service)
Roleplay 2: Customer loyalty discussion - Manager (explaining relationship building strategies)
Roleplay 3: Personalised service delivery - Customer (appreciates individual attention)
Vocabulary
Common Phrases
Nice to see you again - Welcome return
How did you get on - Checking previous purchase
Thought you might like - Personal recommendation
Keep you in mind - Remember your preferences
Colloquial Terms
Regular - Frequent customer
VIP treatment - Special service
Personal touch - Individual attention
Go the extra mile - Do more than expected
Word of mouth - Customer recommendations
Technical Terms
Customer loyalty - Repeat business
Relationship building - Creating connections
Personalised service - Individual approach
Customer lifetime value - Long-term worth
Retention strategy - Keeping customers
Lesson 8.4: Leadership opportunities in customer service teams
Roleplays
Roleplay 1: Team leadership discussion - Manager (considering you for supervisory role)
Roleplay 2: Training delivery opportunity - Colleague (asking you to help train new staff)
Roleplay 3: Project leadership chance - Director (offering special assignment leadership)
Vocabulary
Common Phrases
Take the lead - Be in charge
Show initiative - Be proactive
Step forward - Volunteer for responsibility
Natural leader - Good leadership qualities
Colloquial Terms
Take charge - Be the leader
Rally the troops - Motivate team
Lead by example - Show good behaviour
Take ownership - Accept responsibility
Drive results - Achieve outcomes
Technical Terms
Team leadership - Managing group
Delegation - Giving tasks to others
Motivation techniques - Encouraging methods
Performance management - Monitoring team work
Leadership development - Building management skills
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