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Course configuration

Intensive Group Instruction

Customer Service | CEF B1-B2 | Berlitz Level 5-8

Small group - huge success

Benefit from the special motivation of a group lesson. The Berlitz intensive group offers regular language lessons with continuous learning progress.

Your benefits at a glance

  • Regular lesson at fixed times
  • Language course in small groups with a maximum of 6 participants
  • Qualified native-speakers instructors
  • Motivating group dynamics

Course Content

Business Module: Customer Service

Speak your customers' language - even if it's English. This course will develop your oral proficiency specifically for customer service. You will significantly improve your language skills and deepen them through role-playing activities, so that you can masterfully handle even the most complex customer interactions.

Content and objectives:

  • Engage in small talk and avoid blunders
  • Learn and apply practical tips for effective email and letter writing
  • Skillfully deliver a face-to-face customer pitch
  • Get familiar with potential pitfalls in telephone conversations with the customer and master these skillfully
  • Engage in service-oriented customer communication by focusing the conversation and questioning technique on finding a solution
  • Find the right way to react to customer statements posted online
  • Engage in successful, interactive communication through simple written language
  • Develop confidence in dealing with complaints and take successful steps to solving problems
  • Cope with difficult customer conversations and find constructive solutions
  • Keep your wits about you, even when conversations get emotional
  • Suggest tangible and intangible ways to solve problems with tact and confidence
  • Adhere to business etiquette when meeting customers face-to-face
  • Keep language simple, even when the subject matter gets technical
  • Discover the right way to apply for a position that involves contact with customers
  • Skillful development of cultural awareness

What to expect from this course:

  • Speak with confidence and find a better way of expressing yourself
  • Develop practical language skills that can be put directly into practice
  • Learn important business vocabulary, idioms, and common colloquial expressions
  • Practice techniques for strategic argumentation
  • Recognize and understand the cultural backgrounds of your negotiation partners

Course materials

  • Course book (print and digital)
  • 2 audio CDs plus MP3 versions

Additional information


Tuesday18:30 - 20:00
Thursday18:30 - 20:00


Berlitz Level 4 | CEF Level A 2.3 

You understand information on familiar subjects and can hold a lengthy conversation on a range of general topics.

Additional information: Berlitz Level/CEF Level

Language Goal

Berlitz Level 5 | CEF Level B 1.1 

You can hold conversations and are capable of a few complicated sentence structures.

Additional information: Berlitz Level/CEF Level