《客服英语》以真实的场景、地道的语言展示了用英语与客户有效沟通的技巧，帮助学习者掌握与客户面谈、电话联系和书信沟通的方法和技能，使学习者在进入真实的商业环境时仍能游刃有余地用英语交流。《客服英语》既可作为商务英语课程的补充教材，也可以作为强化训练客服英语的教材单独使用，亦可供客服领域的专业人员自学。

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