English Customer Experience
Make Your Staff English Ready!
We Elevate Your Team’s Communication
L’s English helps your team deliver exceptional customer service in English through a two-step process that evaluates, optimizes, and enhances their communication skills for a seamless customer experience.
Real-World Evaluation
Our Secret Customer English Evaluation is a discreet assessment that reveals your employees' strengths and areas for improvement during real customer interactions.
Our Assessment
is Based on
Politeness & Professionalism
Clarity & Fluency
Complaint Handling & Problem-Solving
Customer-Friendly Language
Adaptability
Cultural Sensitivity
Targeted Customer Service Training
Based on the results of the Secret Customer English Evaluation, we deliver targeted training sessions to address key areas and enhance your team's communication skills.
Our Training includes
Live Coaching (private or group)​
Role-playing Real-World Scenarios
Seminars
Video Feedback
Consultation & Implementation Process
Step 1: Initial Consultation – Defining Your Goals
Goal: Understand your team’s specific needs and communication challenges.
Key discussion points include:
Current English proficiency of your staff
Common customer interactions and challenges
Key pain points (e.g., handling complaints, misunderstandings)
Business priorities (hospitality, retail, tech support, etc.)
Preferred training format (online, in-person, workshops)
Outcome: A customized training plan designed specifically for your business needs.
Step 2: Customer Interaction Assessment (optional)
Goal: Conduct an anonymous, real-world assessment of staff English communication.
Process
​We check your service quality by having someone act as a customer and interact with your team in various ways.
Evaluation Rubric
​​​​Politeness & Professionalism
Clarity & Fluency
Handling Inquiries & Complaints
Use of Natural, Customer-Friendly English
Outcome: A detailed performance report, identifying strengths and areas for improvement with real examples.
Step 3: Develop Customized Training Plan
Goal: Develop a tailored training program based on evaluation insights.
Training Components
Focused coaching on weak areas
Role-playing based on real customer scenarios
Industry-specific language training
Outcome: A personalized roadmap for improving English communication within your business.
Step 4: Interactive Training Sessions
Goal: Deliver practical, hands-on training that reinforces key skills through interactive methods.
Training Format
Live Coaching – One-on-one or group sessions
Role-playing & Simulations – Practicing real-life customer service situations
Scenario-Based Training – Covering greetings, farewells, upselling, and more
Customer Service Scripts & Improvisation – Mastering both structure and adaptability
Outcome: A more confident and capable team, ready to handle real customer interactions
Step 5: Follow-Up Evaluation & Continuous Improvement
Goal: Assess the effectiveness of training and ensure continuous improvement.
Process
We conduct a post-training Secret Customer Evaluation to measure progress and assess the impact of the training.
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A second Secret Customer Evaluation to measure progress
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A performance review session with management to discuss improvements and next steps
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Recommendations for ongoing skill development
Outcome: A continuously improving team, equipped with stronger English skills
Why This Works
​Data-Driven Approach
We begin with real-world evaluations, ensuring that training is rooted in actual challenges.
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Practical & Tailored Training
Every session is customized to your team's unique needs and customer interactions.
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​Measurable Results
Our before-and-after assessments provide clear evidence of improvement.
Let’s Get Started!
