| Code |
16262
|
| Year |
1
|
| Semester |
L0
|
| ECTS Credits |
1
|
| Workload |
OT(10H)/TP(17H)
|
| Scientific area |
Letras
|
|
Entry requirements |
B1 level language skills.
|
|
Learning outcomes |
1. To develop practical skills for customer service;
2. To improve face-to-face, telephone, letter or email communication;
3. To learn to effectively handle complaints and suggestions.
|
|
Syllabus |
1. Introduction to customer service;
2. Face-to-face communication;
3. Telephone communication;
4. Call centres;
5. Written communication;
6. Problems and complaints.
|
|
Main Bibliography |
Richey, R. (2007). English for Customer Care. Oxford University Press.
|
|
Language |
Portuguese. Tutorial support is available in English.
|