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(+372) 56697115

IT Courses
- Programming Courses
- Frontend Developer
- Python Developer
- Java Developer
- Java Bootcamp
- PHP Developer
- Game Developer
- DevOps Engineer
- IT Professions (non-development)
- Data Analyst with SQL and Python
- SEO from A to Z for Beginners
- Systems Analyst Bootcamp
- Requirements Development
- Systems Integration Design
- SQL for Data Analysis
- Software Testing Courses
- QA Engineer for Manual Testing
- QA Engineer for Automation Testing
- QA Pro: Manual Testing + Automation
- Manual Testing + English for IT
- Automation Testing + English for IT
Language Courses
Services
- For Children and Teens
- Speech Therapist
- Child Neuropsychologist
- Child Psychotype Assessment
- Tutor for Teens
- For Adults
- Psychologist: Emotional Image Therapy
- Career Coach: Stress-free Career
- Professional Development: Online Courses
- Client Support Specialist
- Client Support and English for Customer Service

(+372) 56697115

Customer Support + English Language

Master working with clients and English at a professional level to become a unique specialist!

Customer Support + English for Working with Clients

Online training in small groups

By submitting the application, I agree to receive information and the processing of my data in accordance with the Privacy Policy

Language of Instruction

In Russian + practical English for professional purposes

Format

Live Zoom lessons with the instructor, recordings available for later viewing

Duration and Schedule

5 months of classes twice a week for 1.5 hours

Flexible Participation Conditions

Installments

Payment in parts or installment plans available through Esto

Discounts

Individual conditions for self-payment of courses

Government Support

Various government support programs for education are available

For Employers

Grants and up to 80% reimbursement for employee training

Link to this page location: #about

Customer Support Specialist: Role and Opportunities

In today's global business environment, the customer support specialist plays a key role in communication between the company and clients. This is a professional who not only solves problems but also creates a positive image of the organization.

Proficiency in English is a critically important skill for such a specialist. English opens up wide career horizons: from working in international companies to remote employment with foreign organizations.

Many technology and customer-oriented companies require fluent English for effective communication with clients from different countries.

Who the Course is For

Young Specialists

Who want to develop customer support skills and become competitive in the job market

Experienced Professionals

Who want to upgrade their level, master new techniques, and enhance their English skills for work

Entrepreneurs and Freelancers

Who want to improve client interactions and scale their business to an international level

What You Will Learn

Basics of the Profession

Master the main communication channels, working with CRM and tickets

Effective Communication

Learn to identify needs during interactions and offer solutions

Confidence in Difficult Situations

Be able to handle complaints and claims in both Russian and English

Link to this page location: #program

Detailed Course Program

162 academic hours

Module 1. Professional Customer Support

Block 1: Basics of Customer Support

Definition of the role and functions of a support specialist
Overview of communication channels and product representation methods
Application of sales techniques in the support process: conditions, procedures for handling complaints

Block 2: Effective Communication and Service Mindset

Key principles of communication with clients and survey methodologies
Setting up customer support: handling requests and identifying needs
Polite interaction and approaches to managing objections

Block 3: Managing Difficult Situations

Methods for dealing with complaints and approaches to conflict resolution
Behavior in stressful conditions and development of stress resilience skills
Collaboration with colleagues for effective client request resolution

Block 4: Tools and Systems for Customer Support

Basics of using CRM (Customer Relationship Management) systems
Implementation of artificial intelligence in business processes
Managing requests: ticketing and processing inquiries
Financial operations and calculations within professional duties

Block 5: Increasing Efficiency through Teamwork

Self-organization and planning skills using Google Calendar
Introduction to key performance indicators: KPI and NPS
Analyzing client feedback and preparing reports on your activities

Block 6: Job Preparation

Creating a resume and setting up a LinkedIn profile
Developing soft skills for interviews: preparation and practice of answers to common questions
Interview simulation: practicing skills in mock interviews

Module 2. Practical English for Working with Clients

Block 1: Introduction to Customer Support Work

Key aspects of customer support: tools, goals, and expectations
Overview of offered products and services
Frequently encountered client requests and typical scenarios
Role-play: communicating with a client

Block 2: The Art of Communicating with Clients

Welcome phrases and polite style in email and chat communication
Clarifying details and confirming information
Providing instructions and solving simple issues
Simulation: managing a live chat and writing a response email

Block 3: Handling Difficult Situations and Internal Communication

Apologies and addressing complaints
Problem escalation and notification of issues
Communicating with dissatisfied clients
Interacting with colleagues and task delegation
Flexible skills for professionals in support

Block 4: Career Development

Presenting your experience and professional skills
Receiving and working with feedback
Interview simulation and results analysis

Link to this page location: #teachers

Author and Instructor of the Course

Alina Zhafiarova

Sales and Customer Success Manager
Language Training Specialist with 10 Years of Experience
C2 Level Certificate in English

Link to this page location: #reviews

Link to this page location: #cta

Start an International Career in Customer Support!

Customer Support + English Language

5 months
In Russian
€1800

By submitting the application, I agree to receive information and the processing of my data in accordance with the Privacy Policy

Link to this page location: #faq

Frequently Asked Questions

Is this training available with government funding support?

Yes, we collaborate with various government programs through which funding for training is available to different categories of applicants, including not only the unemployed but also employed residents of Estonia.

Submit an application for training to find out what government support programs are available in your case.

What skills will I gain after completing the course?

Upon completing the course, you will become an expert in customer support, mastering key skills such as effective communication with clients, managing difficult situations, and professional-level proficiency in English. You will learn to apply sales techniques, handle requests, and identify client needs. In addition, you will gain experience working with various tools such as CRM, significantly increasing your chances of successful employment.

How will this course help my career?

Our course will open up numerous career opportunities in international companies and customer-oriented organizations. Proficiency in English is a critically important skill in global business, enabling you to work with clients from different countries. We will also help you prepare a professional resume and LinkedIn profile, enhancing your chances of successful employment.

How does the learning process work?

Training is organized in the format of online classes in small groups, ensuring an individualized approach and active participation from each student. We also place great importance on practice: you will participate in role-playing games, simulations of client interactions, and skill development in real situations.

What experience do the instructors have?

The author and instructor of the course is a professional with many years of experience in customer support and teaching English. She not only shares her knowledge but also helps you adapt the acquired knowledge to real work conditions, using current methods and technologies.

How is this course different from other training programs?

Our course combines theory and practice, focusing on real cases and scenarios you may encounter in the workplace. Moreover, you will receive a unique combination of skills in customer support and the English language, allowing you to stand out among job candidates in the labor market.

What career prospects open up after completing the course?

Graduates of the course find work in various fields, including international companies, startups, and technology firms. You will be able to take positions in support, sales, customer relationship management, and more. Proficiency in English will give you the opportunity to work remotely and interact with international clients.