PDF English for Speakers of Other Languages Customer Service ...

[Pages:451]ESOL

English for Speakers of Other Languages

Customer Service Training

Curriculum

Teacher Guide & Student Book

MontgomeryWorks Sales & Service Learning Center

11160 Veirs Mill Road, Suite LLH-7 Wheaton, Maryland 20902 240-403-3600

A Montgomery College Partnership Project 2007

ESOL Customer

Service Training

This project was developed through funding from the US Department of Education, Montgomery College, and MontgomeryWorks. It was also funded in part by Abt Associates Inc., under their Adult Education Coordination and Planning Project that was funded by the U.S. Department of Education's Office of Vocational and Adult Education.

Background and Acknowledgments

In Montgomery County, Maryland, sales and service is a high-growth industry that employs a diverse workforce, including many immigrants. In response to this growth trend in the county, the MontgomeryWorks Sales & Service Learning Center (SSLC) in Wheaton, Maryland, working in partnership with Montgomery College, offered its first Customer Service & Retail Sales ESOL course in 2005. Funding through the national Adult Education Coordination and Planning (AECAP) project and the US Dept. of Education provided resources to develop this partnership and explore strategies to recruit, train, and connect participants with opportunities for employment.

During 2005-2007, the course and curriculum changed and evolved significantly to meet the needs of students and instructors. The first curriculum to be utilized in the course, the Equipped for the Future (EFF) Retail Sales Curriculum, was designed for learners of English as a second language. While this curriculum was strong in customer service skill content, students and instructors expressed a need for additional content that met learners' needs as language learners and job seekers. In response, instructors began to change the structure and content of the course, creating and sharing additional materials as the need arose.

The current course is the product of many people. Funding for the writing of the curriculum was provided through the AECAP project, Montgomery College and MontgomeryWorks. The former and current Directors of the SSLC, Rebecca Werley and Mary Ngo, worked with Donna Kinerney, Ph.D., Instructional Dean, and Emma Wilson, Program Administrator, of the Adult ESOL and Literacy-GED Program of Montgomery College, to develop and sustain the innovative partnership that made this course possible. The project also benefited from the support and expertise of Helen Coupe, Workplace Specialist, and Karen Gianninoto, ESL Specialist and Program Manager, of the Maryland Department of Labor, Licensing and Regulation.

There is no single author of this curriculum. The basis for much of the customer service skill content remains the EFF Retail Sales Curriculum. A significant revision of the curriculum was made by instructor Keira Ballantyne in 2006, and much of her original work appears here. Instructors Nicole Ring and Anna DeSimon contributed significantly to the curriculum, in terms of activity design, pilot testing, and consultation. Amber Gallup, the first instructor for the program, wrote this Instructor Guide and Student Book, compiled and edited the instructional material, and wrote many of the activities as well. Finally, much content from the Crisp Learning Series' Retailing Smarts Workbooks appears in this curriculum by permission of the National Retail Federation.

Thanks are due also to Judith Alamprese, Principal Associate of Abt Associates, for her support and knowledgeable guidance of this project through the Adult Education Coordination and Planning project.

Curriculum Overview

ESOL Customer Service Training Curriculum Overview

Unit

Unit 1: Talking With Your Customer

Day Customer Service Skills

Job Readiness Skills

1

? Identify main customer

? Listen to the goals and life plan of

service/retails sales responsibilities and another person.

jobs.

? Write personal goals and personal

? Tell others about past customer

dreams.

service work and preferences.

? Plan to accomplish a personal goal.

Grammar & Pronunciation Skills

? Use the modal construction would like to to indicate a wish.

? Use an adverbial clause beginning with because to indicate reason.

2

? Describe and model a customer

service attitude.

? Identify customer service jobs.

? List key components of greeting the customer.

? Practice greeting the customer.

? Identify syllables and produce stress of multi-syllabic words.

? Produce the schwa sound.

? Use the modal construction would like to to inquire about and state wishes.

? Use an adverbial clause beginning with because to indicate reason.

3

? Greet the customer.

? Role play: Greet the customer

? Identify and write own current job skills.

? Pronounce word-final [ng] clearly.

? Articulate word endings to enhance comprehensibility.

? Use appropriate terms of address & titles.

? Identify at least 3 personal employment references.

? Produce question intonation.

? Determine customer needs.

? Produce stress of multi-syllabic words.

? Ask general open-ended questions.

Unit 1: Talking With Your Customer

Unit 2: Meeting the Customer's Needs

Day Customer Service Skills

4

? Express opinions and make

suggestions in a workplace context.

? Observe the customer.

? Role Play: Observe The Customer

? Ask specific open-ended questions.

? Assign Mystery Shopper homework

5

? Fit the product to the customer.

? Talk about size.

Job Readiness Skills

? List one's ideal jobs. ? List one's goals for the future.

6

? Listen actively to the customer.

? Introduction to the reference list

? Read and summarize an article about ? Role play: Ask someone for

listening actively.

permission to use them as a job

reference.

Grammar & Pronunciation Skills

? Use Wh-questions and responses. ? Produce question intonation. ? Use simple expressions for offering suggestions and giving advice

? Use Wh-questions. ? Emphasize focus words. ? Phrase words into thought groups and pause between the phrases. ? Practice clear speech.

7

? Identify features and benefits.

? Introduction to the SSLC computer ? Practice clear speech.

lab.

? Describe products.

? Begin to type the reference list.

? Read and write an advertisement.

Unit 2: Meeting the Customer's Needs

Day Customer Service Skills

Job Readiness Skills

8

? Present an advertisement.

? Identify features and benefits.

? Give constructive feedback to others.

Grammar & Pronunciation Skills

? Use Wh-questions.

? Learn about the products you sell.

? Read a product label.

? Role play: Talking about size, features, and benefits.

9

? Describe features.

? Compare products.

? Express preferences.

? Make suggestions.

? Learn about interviews in the United States.

? Role Play: Practice the handshake.

? Use comparatives and superlatives.

? Identify focus words.

? Phrase words into thought groups and pause between the phrases.

? Use Wh-questions.

10

REVIEW AND ASSESSMENT REVIEW AND ASSESSMENT

REVIEW AND

DAY

DAY

ASSESSMENT DAY

Unit 3:

11

Working at a

Store

? Dress for success ? Offer choices

? Build interview skills.

( Sometime this unit: Take a tour of the MontgomeryWorks One Stop)

? Identify focus words.

? Phrase words into thought groups; pause between them.

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