Customer Service English: The H.E.A.R.T. Approach
English with Emma · engVid
@engvidemmaAbout
Hi, my name is Emma, and I'm going to teach you English! Learning a different language can be hard, but it can also be a fun and rewarding experience. I am TESOL-certified and have taught students from various backgrounds, ages, and levels. From immigrants to international students, private lessons to classrooms, my experiences have been varied and have allowed me to gain insight into the challenges that ESL students face. Teaching is one of those great professions that allow you to be forever learning. While I teach students both French and English, they teach me about their cultures, their lives, and other ways to see the world. It is a privilege to teach and I am thankful for all of my students over the years who have shared their stories, interests, and dreams with me.
Video Description
Do you work with customers? Are you in the tourism or service industries? This class is for you. It’s also important for anyone applying for jobs in customer service. In this lesson, I will show you the HEART method. The HEART method is an approach to customer service. HEART stands for Hear, Empathize, Apologize, Respond, Thank. Learn how to use the HEART method to deal with customers and also learn what specific English phrases you can use at each step. Then, take the quiz on this lesson: https://www.engvid.com/customer-service-english-the-heart-approach/ Next, check out my video about the S. B. A. R. method for writing work emails and reports: https://youtu.be/VcQ62U0GyGE In this lesson: 0:00 Customer Service English: The HEART Approach 1:06 H: Hear 2:21 E: Empathize 4:02 A: Apologize 5:48 R: Respond 7:32 T: Thank
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