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When it comes to English for customer service, I expect that is crucial to possess a variety of qualities such as active listening, empathy, problem-solving, and communication. I think I can also benefit from learning and utilizing professional English phrases for customer service. Having technical and industry knowledge can help me guide customers in making informed decisions and resolving issues. Furthermore, resourcefulness, creativity, and product knowledge are valuable customer service skills that can help me offer the best possible experience. It's important to steer clear of using trite, or insincere phrases, and instead use positive and sincere language to foster meaningful customer interactions.

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I hope in this course I can learn about:

1. What are the essential rules when we are in customer service and what are the prohibited things that we cannot do as customer service. Well actually in the video it is already explained but if we are not practicing it first we can not remember that's all the rules.

2. Also, I hope after this course, I can know how to be good in communication and service with customers.

3. Next, I want to know about additional rules in customer service such as how we dress, how our gestures while talking to the customer, how is our expression must look like.

4. And the last one is. I want to know what is the formal and wise language that we need to use when we are customer service.

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What I expected to learn about customer service in this class is not just only how we successfully have a great communication to attract the customer but also about about how costumer service can increase the marketing efforts that can help us to close more to the sales, roleplaying, and how to increase customer satisfaction, how to make the customer stay with our business for the long term. Also building the relation of customer service and the sales because, we know that empathy is the secret to stellar of customer service I would like to know how to get their trust from it.

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These are the things that I expect to learn in English for Customer Service:

1. How to understand the customer and resolving customer issues and complaints, with gathering relevant information also offer a solution.

2. I'm hoping that this course will teach on how to practice speaking effectively and clearly. Because a customer service must speak properly and control their stress levels, to ensure the message is easily understood by customers.

3. As a customer service, we must practices etiquette. This includes always having a positive attitude, empathetic behavior, and patience and respect for clients. I aim to learn more about it.

4. To improve the ability to help customers, it's important to know about the words and phrases commonly used in customer service when talking to people who buy things/services.

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For now, I expect to learn about successful communication tactics, such as:

1. Terms and phrases frequently used in customer service conversations.

2. Strategies for active listening and empathy.

3. Cultural issues for communicating with consumers from various backgrounds.

4. Handling challenging situations and settling problems through diplomacy.

5. Sending professional emails and messages to clients.

6. Giving precise directions and explanations.

7. Using positive words and tone to increase client satisfaction.

Overall, I hope to develop practical skills and insights that will help me thrive at providing good customer service in English-speaking contexts.

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After watching the video that Mrs. Ivon shared with the class, my expectations for customer service are:

- empathy

Sometimes employees can’t give the answer they want but if you show you care about their problem and strive to steer them in the right direction, the interaction will go more smoothly than if you dismiss them or insinuate the problem is their fault.

- Knowledge of the product

If you're selling a product or service, you should know it inside and out. Failing to understand what you're talking about is a sure way to engender mistrust from your customers

- Keep language positive

Positive language helps put a good face on the business and makes the customers feel more at ease about engaging.

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After watching the two videos provided, there are a few things that I expected from this course.

1. I hope this course will help me to know the right ways or techniques to communicate with customers.

2. Then be able to handle problems that occur with customers, and successfully solve them in the right way.

3. I also hope that I can correctly apply the 8 skills I watched in the video provided.

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After watching those two videos, what I expected to gain from this course:

Understand the duties and functions of customer service.

Learn how to effectively communicate with customers using polite, clear, and concise language.

In the end, I can truly absorb everything I have learned in customer service class.

Understand

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What I expected to learn in this class is how to manage the mood and energy to do an enormous thing as communication is. Well, in my opinion some simple communication with friends or family is already tiring enough.

Second, I want to learn more in detailed process of the communication. What I need to highlighted and be clear off. Also, what prohibited thing to do in such customer service.

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From what I know as a Customer Service, is basically just a job that has good communication because they always have interactions with the customer or client. But, after watching the video, I could get a bigger view of what exactly we needed when becoming a Customer service. I was hoping that I could gain more understanding, information, and acknowledge more about it including the skill, and technique followed by practice, how to be good and professional customer service, how to handle customer problems, and what should we develop. It would be great If I could implement it by the end of this semester and carry out my understanding in the future. And more important is that, when we start this course, the lecturer could provide us with some suggestions and feedback on our performance so that we know what should we improve.

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My hope in learning English for Customer Service based on both of videos is:

1. How to better understand and respond to customer needs, wants and problems.

2. How to develop communication skills in customer service which involves developing effective communication skills, both verbally and in writing.

3. Trained to handle various customer problems quickly and efficiently. This includes identifying the root of the problem, offering appropriate solutions, and resolving the problem to the customer's satisfaction.

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What I expected from this class will be important tips and trick how to handle customer and how to act appropiately so that the customer will gain more value by communicate with us. I guess self improvement on the attitude, willingness, politeness will also improve our value as a public customer service. A good first impression always come handy in handling communication.

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1. Basically I expected this course taught me how to provide professional, as well as excellent, customer service. As Customer Service, we not only resolve client issues through communication, but we also preserve relationships and attitudes. I hope this will not be missed in this course. Alongside with it, the tools and properties are expected to support this course.

2. I'm hoping that we will learn about actual implementation in this session as well as theory, which we will acquire later. Considering that what we learn occasionally differs from what actually occurs. I therefore hope that, at the very least, the training gave us a sense of what reality of customer service is like.

3. Additionally, perhaps for some reason, I also anticipated that there would be a "role-playing session" to assist in the actual implementation of customer service experiences.

4. Last but not least, I hope that as we learn more about this course, the teacher and students will provide feedback and suggestions. That way, maybe in the future, we can fill in the gaps and improve the atmosphere in the classroom as a whole.

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After watching the videos that Ms. Ivon already share to us, I think how the way Customer Service work was really hard and complicated. I think, I wanted to know more about several things that I will mention

1. How to showing how care we are to them (customer) with several expressions.
2. The way to get a good problem solving that more profit to us, between a customer and business.
3. How to handle with customer issues.
4. Controlling our emotions since not all of the customer will complain and expressing their issues with a polite word so that we will not showing the bad emotions of ours.
5. How to keep our language to be positive.
6. How to having a quick learning to the customer issues.
7. How to close the telephone in polite ways.

If I have those kind of knowledge, I'm pretty sure that I will be having a great interpersonal communication skills in the future.

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After watching two videos about basic knowledge of customer service, through this learning I hope:

be able to apply the knowledge of good communication from the knowledge of being a customer service,

understand the standard of good communication,

understand the classification of communication in certain groups,

improve self quality especially in communication.

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In the first video that I watched, I learned what a customer is, what customer service is and how these two roles are related to each other from it very detailed explanation. In this first video, I came to know about what customer service should do and what things should be aware or paid attention to. Apart from that, after watching the video, I also mentioned that actually customer service was divided into several types.

The second video explains why customer service must always be able to provide good service. The reason is, customer service officers have 8 skills that must be mastered. These 8 skills are needed to be able to achieve customer service's goals, one of which is customer satisfaction.

With this course, hopefully we can gain new knowledge and skills, we can discuss more about customer service in the class together, we can practice how to be a good customer service and hopefully we can learn those 8 skills in this English for Customer Service class.

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1. I will enhance the skills needed to be a good customer service.

2. I wish to learn with fun and effective ways by having two-way communication among the students and the teacher.

3. The learning method will provide a real-world application.

4. At the end of the semester, I hope that I will totally understand what I have learned in a whole semester without missing any material.

5. Self-reflection and feedback, both from the teacher and peers, are important for personal growth.

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After watching the video, I'm hoping to be able to obtain a detail explanation about classification of customer service that contain of information, consultation, order taking, hospitality, safe keeping, exceptions, billing, and payments. Then I'd also like to know about any more techniques or abilities that are applicable to any circumstance when dealing with customers.