000			04375nam a22005777a 4500
999			_c447 _d447
003			OSt
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008			171127b xxu||||| |||| 00| 0 eng d
020			_a9780194579070 (Student Book with MultiROM)
040			_cJCRC
100			_aRichey, Rosemary
245			_aEnglish for Customer Care / _cRosemary Richey.
250			_a1st ed.
260			_aOxford : _bOxford University Press, _c2007.
300			_a80 p. : _bill. ; _c26 cm. _e+ 1 MultiROM
440			_aOxford Business English
440			_aExpress
500			_aAccompanying "MultiROM" also includes audio tracks that can be played on a conventional CD player. Interactive exercises require a computer.
504			_aIncludes a glossary, appendices and transcript.
505			_aSUMMARY:
505			_a"English for Customer Care is part of the EXPRESS SERIES. It is the ideal quick course for customer care professionals who need to communicate effectively with their customers in English, whether in person, over the phone, or in writing. It can be used to supplement a regular coursebook, on its own, as a stand-alone intensive specialist course, or for self-study-English for Customer Care will help improve your relationships with your customers.
505			_aKey Features of the Book: _tA broad range of material presenting language in context _tCustomer focus extra boxes with tips and key language for dealing effectively with customers _tStimulating role-plays for pairwork tasks _tSTARTER section at the beginning of each unit with topics for discussion and reflection _tAppendix including an answer key, transcript, A-Z wordlist, and a glossary of useful phrases and vocabulary
505			_aKey Featured of the MultiROM _tRealistic listening extracts _tInteractive exercises to practise the language of customer care" (Book Cover).
505			_aCONTENTS:
505			_a1. Introduction to customer care
505			_aTopics _tCustomer care success _tCustomer care businesses and jobs _tSurprising facts about customer care
505			_aSkills _tSkills and qualities for good customer care _tMaking suggestions
505			_a2. Face to face with customers
505			_aTopics _tBody language _tA company visit _tMeeting do's and don'ts _tAt a trade fair _tThe invisible customer
505			_aSkills _tBasic socializing language _tThe importance of small talk _tFollow-up _tSteps for winning customers in your presentations
505			_a3. Dealing with customers on the phone
505			_aTopics _tGeneral telephoning _tThe 'customer care' phone call _tWhat the customers really hear
505			_aSkills _tBeing courteous on the phone _tMaking sure you understand _tMaking arrangements
505			_a4. Call centre success
505			_aTopics _tTaking an order _tHotline (troubleshooting) _tCustomer-centred call centres
505			_aSkills _tThe first impression _tClarifying and explaining _tChecking comprehension
505			_a5. Delivering customer care through writing
505			_aTopics _tEffective letters and emails _tFormal and informal writing styles _tThe five Cs of customer care writing _tA case study
505			_aSkills _tSalutations and closes _tStandard phrases for handling customers (connecting with the reader, taking action, etc.) _tEnclosures and attachments
505			_a6. Dealing with problems and complaints
505			_aTopics _tComplaint strategies and policies _tThe letter of apology _tExplaining company policy _tSome opinions about complaints and apologies
505			_aSkills _tSoftening bad news and apologizing _t Problem-solving steps
505			_aAppendix _tTest yourself _tPartner Files Partner A _tPartner Files Partner B _tAnswer key _tTranscripts _tA-Z word list _tUseful phrases and vocabulary
521			_aIntended for customer care professionals who need to communicate effectively with their customers in English.
650			_aEnglish language _vUsage _xStudy and teaching.
650			_aCustomer relations _vTerminology.
650			_aEnglish language _xBusiness English _vTextbooks for foreign speakers.
856			_uhttps://goo.gl/gM8N29 _yPublisher's Website.
856			_uhttps://ocul-uo.primo.exlibrisgroup.com/permalink/01OCUL_UO/5lqjs2/alma991043925859705161 _zCheck the uOttawa library catalogue.
942			_2z _cMX