Providing Key Solutions to your Corporate Training Needs

The Language Key - English for Customer Service Staff

English for Customer Service Staff

Front Line Customer Service Staff"Helping you to help your customers."

Combining language skills with your company’s customer-service expectations, Language Key offers a unique and completely tailored solution to your customer service or frontline staff language requirements.


Detailed research and design stages take into account:

  • Level of English competency
  • Analysis of your company’s products and services
  • Collection of samples, such as common enquiries, replies to those enquiries, complaints and complaint handling
  • An insight into the customer service methodology

Presentation in the classroom is from a language focus, although elements of customer service training are incorporated into the programs.


The aims of any program are:

  • to build confidence when dealing with native speakers
  • to introduce and expand on appropriate language structures when serving or dealing with a customer to maintain a high level of professionalism
  • to improve fluency and tone of the voice to sound helpful and sincere
  • to remove errors for accuracy
  • to provide controlled and freer practice opportunities in the form of role-plays to bring everything together

In addition, follow-up activities can be arranged, such as consolidation and revision workshops, mystery shopper exercises or other work-based assessments.


Tailored skills-based language programs have been designed and conducted for areas such as:

  • Call Centres – Telephone Operators and Sales staff
  • Retail stores – Sales Assistants
  • Hotels – F and B, Front-desk, Concierge, Housekeeping, Sports and Recreation, etc
  • Transportation – Platform Assistants and Airport Ambassadors
  • Banking – Tellers, Branch Managers etc
  • Property – Sales staff and Estate Agents
  • Telecommunications – Field Engineers and Sales Staff

Previous Clients

Airport Authority
Allen & Overy
Alliance Boots
Asia Airfreight Terminal
B & Q Asia
Bally Hong Kong
Bank of Communications
Bank of East Asia
Blackrock Hong Kong
Blue Bell
BOC Group Investment
Canon Hong Kong
Cathay Pacific
CCB International
CFL Enterprises
China Development Bank
Citibank
Citic Pacific
CLP
COSCO-HIT Terminals
Deloitte Touche Tomatsu
DHL Express
DLA Piper
Earthwatch
Eaton Hotel
Ernst & Young
Estate Agent Authority
Franklin Templeton
Gammon Construction Ltd
Goldman Sachs
Great Eagle
Hang Lung Properties
Hang Seng Bank
HK Trade Dev. Council
Hong Kong and Shanghai Hotel
Hong Kong Housing Authority
Hong Kong International -Terminals
Hong Kong Jockey Club
Hong Kong Monetary Authority
Hong Kong Post
Hong Kong Science and Technology Park
Hotel Icon
Hsin Chong Construction Group Ltd
Hutchison Whampoa Ltd.
ICAC
ING Asia Pacific
Island Shangri-La
JP Morgan Chase
KFC
Kodak
Kowloon Shangri-La
Langham Hotel
Li & Fung
Maersk
Manulife Insurance
Marco Polo Hotel Hong Kong
Modern Terminals
Mol Logistics
MTRC
Nomura
Novotel Century Hong Kong
Pacific Basin
PCCW
Philip Morris
Philips Electronics
PricewaterhouseCoopers
Renaissance Harbourview
Royal Garden Hotel
SF Express
Sheraton Hotel
Sino Land
SmarTone - Vodafone
Societe Generale
Standard Chartered Bank
Steelcase Hong Kong
Sun Hung Kai Properties
Sun Life
Swire Coca-Cola
Swire Properties
The American Club
The Landmark Mandarin Oriental
The Mira Hong Kong
TUV Rheinland Hong Kong
Wallem
XL Insurance
Yantian International Container -Terminals
Zegna

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