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English Conversation for Front-line Service Staff

Title English Conversation for Front-line Service Staff
Course code LG70.1-02-2019-E
Objective This practical course aims to enhance the listening and speaking ability of front line staff. By completing this course, participants should be able to engage in a general dialogue with their customers, providing information in a polite manner and giving their customers a good impression.
Content
  • Introducing yourself to your customer/guest
  • Meeting your customer or guest with proper greetings
  • Telephone techniques
  • Business socializing / small talk
  • Asking your customer's needs
  • Introducing your company, products/services
  • Persuading your customer to buy
  • Placing orders for the customer and checking out
  • Thanking the customer for his/her patronage
  • Answering enquiries and complaints
Assessment In class performance, exercises and test.
Target audience Front-line service staff in differect sectors
Prerequisite High school graduate who have a foundation in general English
Class size 20
Instructor CPTTM Appointed Instructor(s)
Instruction language English
Handout language Handouts in English
Duration 30 hours in 12 sessions
Schedule 19:00-21:30, from Feb 26, 2019 to Apr 4, 2019 every Tuesday, Thursday.
Fee MOP1,950
Venue CPTTM Head Office (Rua de Xangai 175, Edf. ACM 7 Andar, Macau)
Certificate Certificate of Completion issued by CPTTM (with at least 80% attendance and passed the assessment)
PDAC code Approved Course under the SAR Government "Continuing Education Development Program", Code: 1807320966-0
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