Customer Service and Professional Communication

Introduction

Much of the English you will actually use after school is at work: answering a customer, writing an email, joining a meeting, or solving a problem with a colleague abroad. This kind of communication has its own rules. It is usually more formal than chatting with friends, and small choices in tone can decide whether a customer feels respected or annoyed. This guide covers how to communicate clearly, politely, and professionally in English.

Learning objectives

• Choose the right level of formality (register) for a work situation
• Use polite language to make requests, apologise, and say no
• Handle customer complaints calmly and professionally
• Understand cultural differences in workplace communication

Register: Reading the Situation

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