How can I help you? Customer Service English for A2–B1 Students - contact learning

Time

Saturdays 7 and 21 March 2026 at 9:30-15:45

There will be an hour-long lunch break on both days 12-13.

Place

Tampere (more detailed information will be sent to participants by email)

Language proficiency level

Skill level A2-B1 on the Common European Framework of Reference for Languages, CEFR

Description

This practical training is aimed at A2–B1 level English students who need English in face-to-face customer service situations in various service sectors. The course will practice professional customer encounters, for example in the office, sales and care.

The main emphasis is on speaking, practicing situations and increasing self-confidence. After a short language input, students practice different situations in the roles of both customer service and customer. After the course, the student will be able to serve customers in English politely, clearly and professionally.

Contents

Day 1

Basics of face-to-face customer service

• greeting and polite start
• different customers (busy, calm, uncertain)
• asking questions
• offering and explaining alternatives
  

Practice:

• customer does not know what they need
• clarifying misunderstandings
• advising and guiding in the office
• customer in the office (advice, guidance, forms)
• service situation in sales
• meeting a customer in the care sector

Day 2

Challenging situations and in-depth practice

• calm and polite response
• clear and simple language
• apologizing and offering a solution

Practice

• impatient customer in the office
• customer does not understand instructions or forms
• calming the situation
• customer is dissatisfied with the service received
• error or misunderstanding
• clarifying the issue and solving

Trainer

FM Englanninopettaja (CertIBET), NLP Trainer, Positive Psychology Practitioner, Accredited Coach Soili Hämäläinen

Additional information

Education assistant Tuomas Kvist: tuomas.kvist(at)tampereenkesayliopisto.fi, tel. / Whatsapp 040 163 3370
Summer University of Tampere office: toimisto(at)tampereenkesayliopisto.fi, tel. / Whatsapp 050 303 1178

The information published above is subject to change.