Call center course description
This course is designed for call center workers who want to improve their language
proficiency. By attending it students are going to improve their 4 skills: reading,
listening,
speaking and writing though the primary emphasis in this course is on speaking
and listening skills. Students are going to enrich their vocabulary, practice role
plays, experience different discussions, have small talks within groups, watch
various videos, listen to telephone conversations and interpret general and
specific info from them. The content of this course is selected taking into
consideration students' needs and professional interests. Besides
course books, additional materials are also going to be used for making the
learning process more interesting and enjoyable.
Included Features
● A variety of realistic reading passages
● Career specific dialogues
● Reading and listening comprehension checks
● Vocabulary terms and phrases
● Guided speaking and writing exercises.
The sessions will be divided into two parts. In the first part receiving
information about call service etiquette (professional vocabulary based on the
topic) and during the second part apply the new knowledge in the above
mentioned speaking genres.
Learning Outcomes
By successfully completing this course, students will be able to:
● Professionally communicate with customers.
● Skillfully deal with difficult situations
● Demonstrate excellent communication skills
1
● Define telephone etiquette.
Contents of the first part of the course
1. Introduction to call centres
What is a call centre
2. Professionalism
Attitude
Appearance & Grooming
Attendance
Working as a team
3. Customer service
What is customer service?
Types of service
Customer service
The upset customer
4. Telephone skills
The art of listening
Telephone etiquette
Telephone anxiety
Opening a call
Logging a call
Closing a call
Call
monitoring
2
Contents of the second part of the course
1. Call Center Layout
2. Tools & Equipment
3. Work Hours
4. Qualities of a Representative
5. Skills 1
6. Skills 2
7. Basic Actions
8. Phone Communication 1
9. Phone Communication 2
10. Leaving Messages
11. Transfers
12. Taking Payments
13. Call Types
3
Customer Service in Banking
The course is designed to improve students’ English Language knowledge and
skills in Customer Service. The following language areas are targeted:
reading, writing, listening and speaking with a primary emphasis on the
speaking skills. These areas are practiced through a variety of activities
including a formal presentation, writings, role play situations, small talks,
listening/conversational videos, interactive games and discussions.
Course Content
- Customer service skills/ Basics of an Excellent Customer Service (30% of
the course)
Topics
1. Do’s and don’ts of customer service etiquette
2. First impression, appearance
3. Verbal and nonverbal communication
4. Communicating with different types of customers /Dealing with complaints
- Customer Service Main Language Focus (70% of the course)
Topics
1. General information about banking systems and Ameria bank.
2. Social English
3. Setting up a Bank Account
4. Making a deposit/Making a Withdrawal
5. Transfers
6. Loans
7. Cards
8. Distant Banking
9. Money Exchange
10. Business correspondence
1
The core of the course will be based on the following books:
- Professional English in Use Finance (Cambridge)
- Market Leader - Banking and Finance (Christine Johnson)
- Market Leader - Accounting and Finance (Sara Helm)
- English for the Financial Sector (Ian MacKenzie)
The following books will be used for providing extra materials to students
according to the lesson’s topic:
- Raving Fans: A Revolutionary Approach to Customer Service
(Ken Blanchard, Sheldon Bowels)
- Buying Customers 2.0 (Bradley J. Sugars)
- Customer Service Training 101 (Renée Evenson)
Below you can find the contents of the book for the main material.
2
Professional English in Use Finance (Cambridge)
Contents
Banking
1. Personal Banking
Current accounts
Banking products and
services E-banking
2. Commercial and retail banking
Commercial and retail
banks Credit
Loans and risks
3. Financial Institutions
Types of financial
institution Deregulation
Specialized banks
4. Investment Banking
Raising capital
Mergers and acquisitions
5. Central Banking
The functions of central banks
The central bank and the commercial
banks Central bank and exchange
rates
6. Interest rates
Interest rates and monetary
policy Different interest rates
3
7. Money markets
The money markets
Common money market instruments
Repos
8. Money supply control
Measuring money
Changing the money
supply Monetarism
Corporate Finance
1. Venture
Capital
Raising capital
Return on
capital
2. Stocks and shares
Buying and selling shares
New share issues
Categories of stocks and shares
3. Shareholders
Investors
Dividends and capital
gains Speculators
4. Share prices
Influences on share
prices Predicting prices
Types of risks
5. Bonds
Government and corporate
bonds Prices and yields
4
Other types of bonds
6. Futures
Commodity
futures Financial
futures
7. Asset management
Allocating and diversifying
assets Types of investor
Active and passive investment
8. Mergers and takeovers
Mergers, takeovers and joint ventures
Hostile or friendly
Integration
9. Financial planning
Financing new
investments Discounted
cash flows
Comparing investment returns
10. Financial regulations and supervision
Government
regulation Internal
controls
Sarbanes-Oxley
5
Market Leader - Banking and Finance (Christine
Johnson)
1. Personal Banking
Designed for the
Internet Electronic
cash
The One account
2. Corporate Banking
Companies and their
banks Company
accounts Globalisation
3. The Banking Industry
The European Central Bank
Profitable banks
Bank mergers
4. International Banking
Currency markets
Sending money overseas: priority payments
Foreign trade
5. World
Economics
Economic
reports Project
finance
Deflation
6. Investments
The work of a fund manager
Share review
Profit from the prophets
6
Market Leader - Accounting and Finance (Sara Helm)
1. Accounting and finance in a changing world
Developing global professionals
Establishing the profession worldwide
International Financial Reporting Standards
2. Reporting on
performance Annual
financial statements
Company performance
Accounting for banks
3. Finance and investment
Overseas
investment Start-
up capital Options
trading
4. Corporate environmental, social and governance issues
Green accounting
Responsible
investing Corporate
governance
5. Risk management and
failure Investment credit
rating Company
insolvency
Banking - a risky business
6. Auditing
Scary audit
jargon Audit
liability
A clean report
7
English for the Financial Sector (Ian MacKenzie)
- The organization of the financial industry
- Telephoning
- Retail banking
- Business correspondence 1
- Loans and credit
- Business correspondence 2
- Accounting
- Socializing
- Centra banking
- Meetings 1
- Financing international trade
- Meetings 2
- Foreign exchange
- Writing reports 1
- Stocks and shares
- Writing reports 2
- Mergers and acquisitions
- Negotiating 1
- Derivatives
- Negotiating 2
- Asset Management
- Presentations 1
- Regulating the financial sector
- Presentations 2
8
English for Banking and Finance
Course Description
English for Banking and Finance course aims at delivering concrete measurable
results in terms of fluency, comprehension, vocabulary and technical lexis
enrichment. The course will prove an excellent training opportunity for your
employees.
All classes will include error correction and language upgrading sessions, led grammar
and functional language analysis, review and development of general and specific
vocabulary
areas, pronunciation practice.
All tasks will be set within real-case scenarios and will make use of case studies, role
play and learner-level suitable and challenging didactic material.
This course provides a comprehensive understanding of the banking industry, the
roles played by commercial banks, and it equips students with key skills to
perform a variety of banking
services.
The core of the course will be based on the following book:
- Professional English in Use Finance(Cambridge).
The following book will be used for providing extra materials to students according to
the lesson’s topic:
- Market Leader - Banking and Finance (Pearson and Longman)
Below you can find the contents of the book for the main material.
1
Professional English in Use Finance
Contents
Banking
1. Personal Banking
Current accounts
Banking products and
services E-banking
2. Commercial and retail banking
Commercial and retail
banks Credit
Loans and risks
3. Financial Institutions
Types of financial
institution Deregulation
Specialized banks
4. Investment Banking
Raising capital
Mergers and acquisitions
5. Central Banking
The functions of central banks
The central bank and the commercial
banks Central bank and exchange
rates
6. Interest rates
Interest rates and monetary
policy Different interest rates
2
7. Money markets
The money markets
Common money market instruments
Repos
8. Money supply control
Measuring money
Changing the money
supply Monetarism
Corporate Finance
1. Venture
Capital
Raising capital
Return on
capital
2. Stocks and shares
Buying and selling shares
New share issues
Categories of stocks and shares
3. Shareholders
Investors
Dividends and capital
gains Speculators
4. Share prices
Influences on share
prices Predicting prices
Types of risks
5. Bonds
Government and corporate bonds
3
Prices and yields
Other types of bonds
6. Futures
Commodity
futures Financial
futures
7. Asset management
Allocating and diversifying
assets Types of investor
Active and passive investment
8. Mergers and takeovers
Mergers, takeovers and joint ventures
Hostile or friendly
Integration
9. Financial planning
Financing new
investments Discounted
cash flows
Comparing investment returns
10. Financial regulations and supervision
Government
regulation Internal
controls
Sarbanes-Oxley
4
Marketing and PR Course description
Course Description
The course is designed to improve students’ English proficiency with a primary
emphasis on the speaking skill. The following language areas are targeted:
speaking accuracy, fluency,
pragmatics, and pronunciation. These areas are practiced through a variety of
speaking genres including, a formal presentation, simulation activities, small talk,
telephone conversation, role play situations.
As students prepare for these and other assignments, they are expected to watch
and listen to a lot of authentic material relevant to their professional and personal
interests. The content of the course is tailored for Marketing and PR specialists.
The sessions will be divided into two parts. In the first part receiving information
(professional vocabulary based on the topic) and during the second part apply the
new knowledge in the above mentioned speaking genres.
The core of the course will be based on the book of your choice:
- Market Leader - Marketing (Pearson and Longman)
- English for Marketing and Advertising (Oxford Business English)
The following books will be used for providing extra materials to students
according to the lesson’s topic:
- Professional English in Use Marketing (Cambridge)
Below you can find the contents of the above 2 mentioned books.
1
Market Leader - Marketing (Pearson and Longman)
Contents
1. Marketing Strategies
A holistic approach to
marketing Marketing in
challenging times
2. Brands
The value of brands
Developing a brand identity that lasts
Turning round a brand image
Improving customer
experience Targeting a
youth market
3. Selling online
Making the most of an online store
Keeping online customers
4. Advertising
Internet Advertising
Global advertising campaigns
Sponsorship deals for promoting
brands Viral advertising campaign
5. Expanding internationally
Developing a successful national brand
Expanding brands into the Russian
market Targeting overseas
communities
6. Satisfied customers
Keeping customers loyal to brands
Developing customer relationship
2
English for Marketing and Advertising (Oxford Business
English)
Contents
1. Introduction to Marketing and Advertising
Jobs and responsibilities
Corporate identity, logos
Branding
2. Finding the customer
Market research
Customer profiles
Data collection
A telephone survey
3. Planning a Marketing strategy
The marketing plan
The four Ps
Pricing and positioning strategies
4. Creating Ads
The AIDA model for
advertising Working with an
ad agency Advertising
channels
Rate sheets
5. Marketing Tools
Distribution
channels Types of
discount Types of
retailer
Telemarketing
Direct Marketing
6. Presenting Your Public Face
Public relations
Websites as a marketing
tool Sponsoring
Effective press releases
3
7. Marketing through trade fairs
Giveaways
Organizing events
Attending a trade fair
The book also contains audio materials
