Business Skills

Are Your Agents Really Listening? Unlock Call Centre Success with Active Listening Skills

Poor listening, not poor English, causes the majority of guest complaints. In call centres throughout Asia, agents face a unique challenge: connecting with callers who, like themselves, use English as a second or third language. With a diverse range of callers from across Asia, navigating varied pronunciations, vocabularies, and communication… All categories, Business Skills, Call Centre English

Speak to Impress: How to Prepare Your Team for Forbes Calls

If you manage a call centre, the thought of a Forbes mystery call can make you very anxious. It’s understandable as these calls can feel like a test where one small slip up might impact your team’s rating. But what if you could turn that fear into confidence? What if every call was an opportunity to build skills and deliver service that impresses… All categories, Business Skills, Call Centre English

Call Centre Confidence: Four Key Language Tips

In this guide, you’ll learn how confidence-first English training helps 5-star hotel call centres improve guest satisfaction, reduce call-handling times and perfect Forbes service metrics — even when grammar isn’t perfect. Imagine two English-speaking guests call a 5-star hotel to rebook a cancelled suite. The first guest connects to a confident… All categories, Business Skills, Call Centre English

Eight Tips to Improve Your Presentation Skills

Ever feel nervous about delivering a presentation? You’re not alone. Nearly everyone does. Many professionals are called upon to deliver presentations in a second language. I offer eight practical tips that will greatly assist with your preparation. It will ease your nerves and empower you to present your message in a clear, concise and… All categories, Presenting, Business Skills

Are you Writing Effective Emails?

A recent survey found that for 43% of respondents, email was the main source of confusion and annoyance in the workplace. We all use emails in our daily lives, but how can we maximize the benefits while minimizing the headaches?   With emails being a key topic in our Business English Writing courses and workshops, here are our top… All categories, Business English Writing, Emails, Business Skills