The Customer Service English Training Program is a unique blend of customer service and communication training, which integrates the individual service standards of each client. It is specifically designed for customer service staff in the food and beverage industry who need service training and need to develop English language skills at the same time.
The general objectives of this program are to provide employees with the English language and service skills necessary to successfully provide effective service to guests from ‘entry to exit’.
Each unit of study the topic is broken down into achievable step by step ‘can do’ tasks/ learning objectives. These learning objectives are established from participant input and observations of the participants in the workplace. These ‘can do’ tasks allow the teacher to track individual progress and students to be motivated by their success from lesson to lesson.
The sequence and structure of the learning objectives and tasks are modified and updated in line with the service standard developments of each client.
Program Learning Objectives:
Can begin the order process
Can offer the menu
Can ask for an order
Can upsell items at key stages of the order using a variety of methods
Can repeat an order clearly
Can offer to deliver dessert to the table after the main meal
Can give price and bill information
Can give receipt and change counting out and saying the amount
Can give cups and explain about the refill system
Can give and explain table number
Can explain meal will be brought to the table
Can ask the guest to fill in the comment card.
Can thank the guest at the end of the order
Can wish the guest an enjoyable meal
Can give a new guest a ‘wow’ greeting
Can give a return guest a ‘wow’ greeting
Can assist a guest with order / seating
Can greet the guest at the table
Can deliver and repeat the order
Can offer condiments
Can offer further assistance
Can suggest a meal
Can offer to refill drinks
Can ask to clear dishes
Can upsell an appropriate menu item in a manner appropriate to the setting
Can handle a general inquiry
Can handle a simple complaint
Can inquire about a guest’s experience
Can thank the guest
Can wish the guest a nice day
Sessions consist of a variety of different communicative tasks in order to motivate students and maximize learning. These included:
Language development activities
Service skill activities
Partnered performance tasks
Collaborative group tasks
Individual and pair performance activities
Peer assessment and evaluation activities
Each lesson culminated in a simulated role-play which integrated all of the lesson’s specific objects.
The final assessment consists of three elements:
Active listening assessment
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