ESOL communicating at work: customer care (entry 3-level 1)

Course Dates: 11/05/20 - 29/06/20
Time: 10:00 - 12:00
Location: KS - Keeley Street

Are you working with the public – in a shop, at reception, on the phone? Are you a cleaner who needs to talk to members of the public? This course will help you communicate at work with customers, your colleagues and your manager. You will learn how to speak fluently and politely and use the vocabulary you need for work. You will practise how to help a customer or a client, make suggestions, give advice, begin and end a conversation, take messages over the phone, and talk about products.

You need to have an initial assessment before joining this course. You can come in person. See for dates. Or you can do an on-line assessment. CLICK on the START ASSESSMENT button opposite. For best results use Chrome. You need to add an EMAIL ADDRESS (NOT NAME) and a password when asked. Please contact the department on 020 7492 2511 or for help or more information.

This course is FREE if you are employed and earn less than £20,962. You need to have lived in the UK or EU for the last 3 years and be a citizen of the UK or a country within the EU. You may also be eligible for this funding in other circumstances. When you come for assessment or enrolment, bring a pay slip dated within 3 months of the course start date, or a current employment contract that shows your gross salary.

Call 020 7831 7831 for more information.


What is the course about?

This course will help you feel more confident when dealing with the public e.g. in a shop, café or at reception. You will practise greeting customers, understanding what they want and responding to their requests. You will learn the language for offering suggestions and giving advice, describing and recommending products and dealing with complaints both faced to face and on the phone in a polite manner. You will improve your reading of product labels and information, and learn how to communicate with your supervisor.

What will we cover?

• how to deal with customers in a shop, café, reception or over the phone
• greeting customers politely
• understanding what they want and responding to their requests
• offering suggestions and advice politely
• describing and recommending products
• dealing with complaints politely face to face and on the phone
• reading information on product labels
• communicating with your supervisor – speaking and writing.

What will I achieve?
By the end of this course you should be able to...

• deal with customers in a shop, café, reception or over the phone more confidently
• greet customers politely
• identify what customers want and respond to their requests
• offer suggestions and advice politely with correct grammar
• describe and recommend products with good grammar and pronunciation
• deal with complaints politely face to face and on the phone using correct grammar
• identify and understand information on product labels
• communicate with your supervisor – speaking and writing.

What level is the course and do I need any particular skills?

This is an Entry 3-Level 1 course (B1-B2). It is ideal for those who are working or would like to work with the public.

How will I be taught, and will there be any work outside the class?

The class will be interactive and dynamic with a lot of role play and practice.. During the class you will work in pairs or small groups, and sometimes as a whole group. Your tutor will also work with you individually. You will be expected to do some homework every week and use Google Classroom outside the class.

Are there any other costs? Is there anything I need to bring?

You will need a pen, some lined A4 paper and a file to keep your work in. Your tutor will provide handouts and worksheets.

When I've finished, what course can I do next?

There are many courses you could do next or at the same time as this course. You could join one our general E3 or L1 ESOL courses with an exam or Preparing for Level 1. You could do a course without an exam such as our Office Skills for ESOL students, ESOL: Finding a better job. Our Grammar in Practice courses will be helpful. Students at the high end of the level might be able to do our Communicating at Work series, ESOL Pronunciation Stage 1, Matters of Opinion. ESOL and Singing would also be a good course to do.

Tutor Biographies
We’re sorry. We don’t have a bio ready for the tutor of this class at the moment, but we’re working on it! Watch this space.

Check your level

Course Code: ESCC01

Mon, day, 11 May - 29 Jun '20

Duration: 7 sessions (over 8 weeks)

Full fee: £69.00
Senior fee: £55.00
Concession: £42.00

Before booking on this course, please register or log in to your account to complete a short online assessment. We need you to do this to check that this course is the right level for you.
Why do I need an advice session?

Any questions?
or call 020 7492 2511

Please note: we offer a wide variety of financial support to make courses affordable. For more information visit our online Help Center. You can also visit the Information, Advice and Guidance drop-in service, open from 12 – 6.45, Monday to Friday.