F-05: Customer Service English
Part of the Foundations Series (B1)
Objective:
Communicate with customers in a polite, helpful, and clear way in typical service situations – in person, on the phone, or by email.
Key Language Areas
👋 Greeting & Supporting
Polite openings, identifying customer needs, and making proactive offers of help.
❓ Questions & Simple Complaints
Ask for clarification calmly, respond empathetically, and solve simple issues confidently.
🧭 Clear Instructions & Information
Explain step by step, offer options, and communicate times and conditions clearly.
✅ Polite Closings
Summarise, check satisfaction, confirm next steps, and close the conversation politely.
Typical Course Activities
🆘 Customer with a Problem
Role-play: identify the issue, offer a solution, and close the conversation positively.
✉️ Writing a Short Service Email
Polite response including a solution, next steps, and thanks for the feedback.
🗣 Practising Dialogues
Practise typical service interactions: greeting, clarifying, resolving, closing.
Ideal for B1 participants working in reception, support, sales, or back office who want to communicate with customers in a friendly and efficient way.