Customer Service Communication Skills will help learners develop skills in listening, soft skills, grammar, pronunciation and reading. Each of these skills relates to communication needs in a customer service environment. Learners have the opportunity to practice combining the skills they have learned as they record and play back their own responses to customer queries. Each unit of work is based around an authentic customer service interaction and is focused on a specific skill (such as “Active Listening” or “Giving Clear Explanations”).

Customer Service Communication Skills can be used as a classroom resource in the computer lab or for self-access. It can also be used as a training and coaching resource for near-hire and even experienced customer service staff.