[ E-Commerce & Retail ]
Commerce is dialogue – on every channel: communicate with confidence in customer service, with international suppliers and on global marketplaces – fast, on-brand and solution-oriented.
Training key facts
Target groups
Customer service, category management and buying, marketplace and shop management, logistics interfaces, and store and floor teams with international customers.
Languages and level
English (focus) and German for international professionals · A2–C2
Formats and duration
1:1, small group (3–8), team · 60/90 min · intensive workshops and programmes
Delivery
Online (MS Teams), on site at your premises or at Eloquia (Frankfurt) · hybrid possible
Organisation
Materials included · flexible scheduling · free cancellation up to 24 h before
Quality
ISO 9001-based QM · data protection with an external DPO · diversity and inclusion
What your team gains
- Fast, on-brand customer communication in English
- Assured complaint and returns conversations
- Confident negotiations with international suppliers and platforms
- Consistent product and service copy across all channels
- Higher customer satisfaction through clear, solution-oriented language
Examples from the curriculum
E-Commerce Terminology
Communicate precisely from conversion to fulfilment.
Customer Service in Writing
Answer tickets, chats and reviews professionally.
Returns and Complaints
Communicate goodwill and limits clearly.
Supplier and Buying Talks
Negotiate terms, quantities and dates.
Marketplace Communication
Coordinate professionally with Amazon, Zalando & co.
Product Copy and Content
Write persuasively and consistently.
Escalations and Social Media
Answer public criticism with assurance.
Peak and Crisis Communication
Explain shortages and outages clearly.
Realistic scenarios
- Escalated complaint in chat and on the phone
- Annual review with an international supplier
- Public reply to a negative review
- Customer notice during a supply shortage
Three ways to your goal
1:1 Coaching
Individual goals, confidential content, flexible times.
Team Training
Consistent terminology and processes across the whole team.
Intensive Workshop
Compressed into 1–2 days, focused on concrete deliverables.
In four steps to your programme
Frequently asked questions
How large are the groups?
Recommended 3–8 people per level and use case.
Company-specific content?
Yes. Terminology, templates, style guides and specialist documents are integrated.
Online platform?
MS Teams by default; other tools on request.
Cancellations?
Free of charge up to 24 h before the session.
Build individual skills in a focused way
Alongside tailored corporate training, our four-week Business English sprints build individual skills in a focused way. A good fit for this area:
- Customer Service Excellence – service communication at the highest level
- Negotiation Skills – buying and terms conversations
- Writing with Impact – fast, clear customer copy
Request a quote
Clarify goals, level and timing – then start. We will prepare a no-obligation quote.
+49 (0)69 23 00 20 · info@eloquia.com
