1. Professional terminology and openings in omnichannel customer service (chat, WhatsApp Business, email, social media)
  2. Listening comprehension of customer service conversations across different channels
  3. Handing over a conversation between channels with full context (chatbot to human agent)
  4. Simulated opening of a conversation with a customer in different registers

  1. Vocabulary for complaints, claims and customer sentiment analysis
  2. Listening comprehension of oral complaints and customer voice notes
  3. Writing a response to a complaint
  4. Simulated empathetic resolution of a complaint

  1. Product/service terminology and customer needs profile
  2. Listening comprehension of needs-discovery questions
  3. Writing a product presentation tailored to the customer profile
  4. Oral simulation of a product/service presentation

  1. Vocabulary and framework for objection handling (LAER: Listen, Acknowledge, Explore, Respond)
  2. Listening comprehension of common objections (budget, competitor comparison)
  3. Writing a response to an objection (email or chat)
  4. Simulated objection handling and closing the sale

  1. Terminology and structures for sales calls and video calls
  2. Listening comprehension of sales calls and video calls
  3. Writing a personalised follow-up script after the call/video call
  4. Simulated sales call/video call with personalised follow-up

  1. Social selling terminology and consultative selling on social media
  2. Listening comprehension of sales interactions on messaging and social media
  3. Writing multichannel prospecting messages (email, social media and WhatsApp)
  4. Simulated response to a qualified lead via messaging

  1. Structure and terminology of business documentation (orders, quotes, invoices)
  2. Listening comprehension of incoming business correspondence
  3. Completing and writing business documentation and correspondence
  4. Oral simulation of a phone confirmation of an order or quote

  1. CRM terminology and customer portfolio management (records, pipeline, opportunities)
  2. Listening comprehension of sales meetings: objectives, KPIs and forecasts
  3. Writing a CRM update and after-sales/loyalty follow-up
  4. Oral simulation of a sales objectives (KPI) follow-up meeting

  1. Digital marketing, campaign and e-commerce copywriting terminology
  2. Listening comprehension of customer reviews and feedback on e-commerce platforms
  3. Writing product copy and mobile-first conversion emails
  4. Oral simulation of an online sales pitch (product video)