Customer Service English: The H.E.A.R.T. Approach

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: www.engvid.com/customer-servi...
More English for work:
How to talk about your boss in English • How to talk about your...
Learn English: 8 common ways to describe your coworkers • Learn English: 8 commo...
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

[@engvidEmma]

Thank you so much for watching, everyone! More of my videos on English for the workplace:
How to talk about your boss in English ua-cam.com/video/mlOo68azqlE/v-deo.html
Learn English: 8 common ways to describe your coworkers ua-cam.com/video/JncspyYVjls/v-deo.html

[@Islamicvideo537]

Hello teacher.. I always watch your videos. I am special person (disable) , and I belong to a backward area in Pakistan. I requested you that plz give me special time for English conversation. Because I am interested in learning English.

[@user-pq8is7xu7x]

Hi, I am Ahmed. I would like to thank you for the effort, but I am not educated and I want to learn English. Where do I start? Can you give me advice?

[@marianamondelo]

Thank you Emma !! I think, this method is useful to hear the your team troubles too and to hear people in general. Ilove this topic !!

[@jwc5004]

It's very useful for business in a work place to deal with the customers. very good!!

[@franklingonzales9177]

Hi Emma, this is Franklin from Atlanta GA. So, are you giving english classes online? Do you have an email for write you? Thanks for your answer. Good vibes ✌🏻

[@soprasaber6199]

Health, peace, prosperity and many years of life, thank you for existing teacher.

[@samforest4361]

Hello Emma. Please make a video about how to use the word"within" and what's the difference between "within" and "in". Thank you.

[@dred05m61]

To begin with the last letter of HEART ❤ - Thank you, Emma for this valuable lesson.
Not only English-wise, but also from the customer service standpoint. I live in the Netherlands which is a small country but overcrowded.
There is too much negative bias, where people needs to complain and frustrates themselves in order to let some other person comforts them.
I am glad for the genuine advice of to feel sorry for them, but never take the blame personally. Priceless 💷

[@RajinderKumar-dq3mh]

Thank you so much watching, everyone god bless you, ❤

[@crisgalvis]

i cant belive it , Emma just at moment i being start to apply an one company related to the industrie of call center and somehow you show up in the better moment , I LOVE YOU THANKSx100

[@user-fd1gf5rt6h]

Thank you ever so much. Useful for English and business improvement. Your lessons make my skills better. Appreciate much❤

[@luciomarification]

I love your teachings, your knowledge. Thank you very much for sharing with us Emma

[@bangaladenis5998]

Thank you for this important lesson i didn't know before. wonderful lesson well done

[@Aden798]

Big love and respect teacher Emma.
wish you all the best ❤

[@user-mb3yl5di5f]

You are efforts are highly appreciated! many thanks

[@FranciscoAdielPereira-hw6uq]

Great teacher....mighty good ...

[@kostaskarouzakis4276]

Hi Emma.PLEASE GIVE US A VIDEO ABOUT THE USE OF THE WORD POP ,INDIFFERENT CASES!!!THANKS A LOT.

[@nicolaspatrocino9141]

Wonderful lesson I want to see more lesson like this

[@marcosg9736]

Thanks for your lessons 👍

[@wilsonjose6508]

I love learn english with you.

[@user-dl1nt6nf7n]

Thank you for the lesson

[@soprasaber6199]

Good night teacher Emma thank you WONDERFUL.

[@ghulamabbasgeeallana1873]

Emma has nice description of things in her UA-cam Channel

[@kisansamugsa352]

Thank you very much!

[@Betterworldforyou.]

Very practical lesson.

[@jamalhamad9110]

Good lesson, thanks

[@aliyilmaz4045]

My dear teacher many thanks for this lesson

[@user-ox4bm1ku2u]

Thank you Madem for a very useful lesson.

[@neenee9796]

Good morning emma i hope are you thank you very much for all your lessons and i wish you good luck have a nice day greeting ❤

[@AnnaDurini]

Many, many thanks 😊🍀✨
Greetings from Italy 🇮🇹❤

[@hansjurgenweitzel9537]

A very nessesary lecture. Thank you ein good explanation.

[@BlueRoad_Vietnguyen]

Great job Thank you Mam 👌

[@laura3619]

Excellent ❤

[@sebastiancotta]

Thank you Emma

[@abshirosman419]

Practice makes perfect

[@daviesilva2007]

hi teacher, thank you for the explanation

[@soprasaber6199]

Good evening teacher Emma.

[@mohsen7021]

Thank you so much

[@alfieromonteverdi7980]

👏 👏 👏 As usual a useful lesson. I look forward to see another video. Bye, a big hug.

[@johnibat]

Thanks Emma...🙏

[@fredomfredom1736]

Amazing, i am from Brasil

[@ManishSharma-sk2zh]

Hi, Emma
Appreciate your efforts 👏👏

[@starcalligraphy]

Thanks ❤

[@Skandar_skandar.]

thank you

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Thak you emma for de class.

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Good job 👏 teacher

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Good work Emma

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I am from India I love your video

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HELLO FROM RIO DE JENEIRO IN BRAZIL ❤❤

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Oh OMG I can't believe I am first view here 😃😗 thank you sooo much teacher ❤

[@nurensoleiman-ql7di]

thanks

[@user-yc3uy4sg3b]

Hi Emma. It is a good lesson for dealing 'angry' customer but here in Africa, our customer officers call security agent instead listening our claiming.. !

[@jorgelucas4391]

Hello Emma
Could you make a lesson about the diference between
the pronunciation of
distraction and destruction
?
Thank you, God bless you
Big hug from Pindamonhangaba city / Brazil

[@user-on8hk7zw6y]

Good job❤️

[@takayahara_art09]

Ma'am can u make a video about the different meanings of "over" and how to use it in sentences because I'm just curious if the "over" can be interchangeable to "in" and "to"

[@ErickAlvarez-pn4hk]

Aprendo gramatica y ingles contigo

[@achrafboudra5307]

Tank you Ama

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[@azainaldeen9834]

Hi, dear Emma🙋‍♂️
Thanks a lot for such a useful video.
Got one inquiry though, why would the interviewee ask that question?
I mean, don't they usually just reply?

[@mehedihassan-vb1rn]

You are Alive, Alhamdulillah 😇...Long time no see

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Nice teaching,respected teacher 👍

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Very niece maim ❤❤❤

[@memomerit]

ThNKS EMMA

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Love u Emma❤

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Hello teacher. Do you give private classes?
or any course for intermediate level

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❤❤❤

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Hello my Teacher
What is different between
1 I have a book
2 This is my book
Thanks for responding

[@farmanalikhan7162]

اسلام علیکم،
I am from Pakistan

[@immayyo]

❤

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[@user-ox4bm1ku2u]

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It is somewhat shocking to see you in burning costume.
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I am sure you are very sportive.
Thank you Madem

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[@azainaldeen9834]

Hi, dear Emma🙋‍♂️
Thanks a lot for such a useful video.
Got one inquiry though, why would the interviewee ask that question?
I mean, don't they usually just reply?

[@user-lf9ew4kz2e]

❤❤❤