2. Example of GOOD & BAD Customer service | Coursetakers

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English for the Workplace - Language for Professionals

1. Working life

1. Introduction (0:36)
2. Describing your work (4:43)
3. Practice Listening Task (4:28)
4. Positives and Negatives (6:39)
5. Practice Assignment (0:52)
6. Likes Dislikes and Preferences at work (3:18)
7. Listening Activity (5:00)
8. What skills do you have (2:07)
9. Skills Assignment (1:21)

2. Applying for a job

1. Introduction (1:08)
2. Job Advert (2:55)
3. Listening Assignment (3:07)
4. Owain's CV (2:08)
5. Owain's CV Feedback (6:35)
6. Assignment (0:52)
7. Covering Letter (1:38)
8. Interviews - Introduction (0:44)
9. Things you SHOULD do at interview (9:39)
10. Things you should NOT do at Interview (4:11)
11. Salary Negotiation (6:54)

3. Communication skills at work

1. Introduction (0:47)
2. Questions, Questions, Questions (4:05)
3. Listening Skills (4:49)
4. Non verbal communication (3:41)
5. Describing systems (3:27)
6. What makes a good meeting (1:47)
7. Hosting meetings (2:13)
8. Attending a meeting (8:10)
9. Disagreeing politely (3:42)
10. How to interrupt politely (2:42)
11. Assignment (0:33)
12. Summary of Chapter 2 (0:51)

4. Customer Service

1. Intro - Customer Service training (1:33)
2. Example of GOOD & BAD Customer service (3:13)
3. Breakdown of conversations (3:48)
4. How to defuse an angry customer (4:07)
5. Listening Activity (2:03)
6. Listening Activity answers (2:06)
7. 5 principles of customer service (4:25)

5. Behaviours at work

1. Motivation at work - Intro (0:45)
2. Mindset (3:36)
3. Employers and Mindset (3:44)
4. Motivation (6:47)
5. Creative Thinking (7:11)

6. Thank you

1. Thank you (0:50)

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2. Example of GOOD & BAD Customer service

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