English for customer care

　　Introduction to
　　customer care
　　 A customer care success story
　　 Customer care businesses
　　 and jobs
　　 Surprising facts about
　　 customer care
　　Face to face with
　　customers
　　 Body language
　　 A company visit
　　 Meeting do's and don 'ts
　　 At a trade fair
　　 The invisible customer
　　Dealing with
　　customers on
　　the phone
　　 General telephoning
　　 The "customer care" phone call
　　 What the customers really hear
　　 Taking an order
　　 Hotline (Troubleshooting)
　　 Customer-centred call
　　 centres
　　Delivering
　　customer care
　　through writing
　　 Effective letters and emails
　　 Formal and informal writing styles
　　 The five Cs of customer care
　　 writing
　　 A case study
　　Dealing with
　　problems and
　　complaints
　　 Complaint strategies and policies
　　 The letter of apology
　　 Explaining company policy
　　 Some opinions about complaints
　　 and apologies
　　Test yourselfl
　　Partner files PartnerA
　　Partner files Partner B
　　Answer key
　　Transcripts
　　A-Z word list
　　Useful phrases and vocabulary