English Improvement and Customer Service

Table of Contents:

Our English Improvement and Customer Service program is designed specifically for students who are not proficient in English. This program facilitates the development of strong English skills including proper speech, writing and editing as well as operating office equipment: learning computer basics, using software for word processing, spreadsheets, and email as well as, self-management, and professionalism. Our program prepares students to fulfill the professional and technical skills required in today’s Customer Service environment. Students completing these courses may pursue career opportunities in the Customer Service, General Clerk, and Call Center fields.

Group Learning 80 Hours
Becoming a Master Student 40 Hours
Introduction to Windows 60 Hours
Managing Windows 60 Hours
Microsoft Word - Basic 60 Hours
Microsoft Word - Intermediate 60 Hours
Microsoft Word - Advanced 60 Hours
Microsoft Excel - Basic 60 Hours
Microsoft Excel - Intermediate 60 Hours
Microsoft Outlook - Basic 60 Hours
Microsoft Outlook - Advanced 60 Hours
Microsoft PowerPoint - Basic 60 Hours
Email Essentials for Business Professionals 30 Hours
Internet Essentials at Work 40 Hours
Listening Skills 10 Hours
Telephone and Time Management 10 Hours
Call Center Success 10 Hours
Customer Service and Communication Skills 30 Hours
Keyboarding A to Z 20 Hours
The Building Blocks of Business Writing 30 Hours
Business Grammar Basics 40 Hours
Powerful Proof Reading 25 Hours
Basic Business Math 30 Hours
Professional Selling Over the Phone 10 Hours
Sales Skills - Basic 20 Hours
Sales Skills - Advanced 20 Hours
English Improvement 100 Hours
Keyboarding Practice 40 Hours


We take into consideration that we have a class full of students with sit/stand issues and need to allow them time to get up and move around for 10 minutes every hour, creating a time to clear their brains for a moment and move their joints to relieve pain. Students will be in attendance a total of 1184 hours, minus 3 ten minute breaks daily: Our students will have a total of 1034 class hours.

This program will take 60 weeks to complete, NOT including holidays.

Note: The hours are based on 4 hours a day, 5 days a week – Students may need to complete additional work at home to stay on schedule.


This program is 15 months long, including breaks and holidays.

R0310 - Tuition: $17,205.00 R0340 - Books: $295.00 Total cost of our English Improvement and Customer Service program is $17,500.00 Tuition costs for our English Improvement Program have been reduced $45.00 to comply with Labor & Industries Funding Policies.

Group Learning

Group Learning takes place daily and includes Classroom Discussions, Hands on Training & Group Activities, and Business and Professional Development courses. We cover an extremely wide, ever expanding, variety of topics including:

Classroom Discussions

  • Addressing frequently asked questions
  • Popular sticking points in the coursework
  • Function Keys and Keyboard Shortcuts
  • What are Math keys on the Keyboard (* / - + )
  • How to use a Table of Contents and Index
  • Using Reference Material
  • How to find “Help” in software applications and on the internet

Hands-On Training & Group Activities

  • How to use a Multi-line phone, Fax Machine and Copier
  • Introduction to computer hardware (Raspberry Pi) – Students will take apart and put back together a computer, while learning the function of each component
  • Data Storage
  • Introduction to OSX (Mac Operating System)
  • Introduction to iOS (iPad and iPhone)
  • Exploring the Cloud
  • Photoshop Basics
  • Hands on experience with assorted apps

Business & Professionalism Development

  • Communications: Business Communications, Business Etiquette, Email Management, Listening Skills, Telephone Skills
  • Personal Effectiveness: Business Etiquette, Effective Time Management, Business Ethics, Professionalism in the Office, and Organizational Skills
  • Customer Service: Customer Service Fundamentals, Customer Service in the Information Age, and Excellence in Service
  • English Essentials: Business Writing, Grammar Basics, Formatting Letters and Reports, and Vocabulary Improvement
  • Basic Business Math

Becoming a Master Student

Every student has the ability to be a Master Student; this course will help students tap into their natural learning abilities and shows them how to take control of their education. They will learn practical study techniques – such as anti-procrastination skills, test-taking skills, Muscle Reading, concept mapping, goal setting, and critical thinking. As they discover what works, they will develop their own unique style of learning that they can use to excel in all of their classes, and for the rest of their lives.

Course Objective:

  • Starting off on the right foot: Discover what you want to get out of your education and put your goals into action
  • Chart your course to success: The Master Student Map begins each chapter with key questions that guide thinking and learning, and helps develop essential critical thinking skills
  • Master learning in the online environment: Learn how to use technology resources and the Internet, and online communities, to study more effectively and succeed in your courses
  • Prepare for the workplace: The put it to work feature will show you how you can apply what you’ve learned in the real world

Operating Systems and Microsoft Office Suite

Introduction to Windows

This course is designed to teach the students the basic skills necessary to work with computers and the fundamental features of Windows, including: start and shut down Windows, work with the desktop, the taskbar and icons, move, minimize, maximize and restore windows, change a window’s size and shape, cascade, tile, scroll within and switch between open windows, hide and display a window toolbar and the status bar use the Back and Forward buttons, work with My Computer, using the Control Panel to view storage device properties and copy a diskette, create files and folders, rename, move and copy a folder or file, create and rename a shortcut, delete files, folders and shortcuts, retrieve a deleted object, empty and reconfigure the Recycle Bin and using Windows Explorer.

Managing Windows

This course is designed to teach the students how to Manage Windows and manipulate the Windows environment. Students will learn how to work with files and folders and how to customize Windows settings to suit their preferences.


  • Use the new features of Windows desktop
  • Use Control Panel fundamentals
  • Manage files and folders
  • Work with documents and copying files
  • Customize Windows
  • Identify the new features of Internet Explorer
  • Identify new features of Outlook Express
  • Add Network places
  • Search Web pages
  • Use Remote assistance

Microsoft Word - Basic, Intermediate, and Advanced

Basic: This course is designed to teach our students the basic skills necessary to use the Microsoft Word software. Topics covered by this course include exploring Word; using the Office Assistant, basic document skills, spell check and grammar check, working with document views, printing documents, envelopes and labels, applying character, paragraph and document formatting. The use of styles is covered, as well as setting tabs, indenting paragraphs, and using numbers and bullets in lists. Students will work with headers and footers, create section breaks and learn how to use online help.

Intermediate: Students will learn more advanced features of Word, including: how to insert dates and symbols into documents, how to work with AutoFormat, and borders and shading. Students will learn how to insert tables, graphics, charts and diagrams, as well as how to edit them in Word documents. This course covers how to create newspaper columns, track revisions, use comments, AutoCorrect and AutoText. Students will also learn to use the Thesaurus and Spell Check tools, how to use outline view and customize Word preferences. Finally, this course teaches how to manage files and folders, and use Word HTML features.

Advanced: Finally, students will learn advanced features of Word, including: using mail merge, mailing labels, sorting table data, using formulas in tables, and import data from Excel into Word. This course covers working with lists, macros, and forms. Students will learn how to format long documents, create a table of contents and index, how to use bookmarks, use footnotes and endnotes and how to create master documents. This course covers how to use Microsoft Graph, use advanced layout features, and how to use advanced layout features. Finally, students will learn how to review documents and work with Web pages and XML.

Microsoft Excel - Basic and Intermediate

Basic: This course is designed to teach our students the basic skills necessary to use the Microsoft Excel software. Topics covered by this course include exploring Excel, using the Office Assistant, basic workbook skills, working with ranges, creating simple formulas, and copying and moving data. Page setup and Printing workbooks are also covered. Formatting numbers and text, working with columns and rows, formatting cells, and using automatic formatting and styles are also covered in this course. Students will also learn how to use online help.

Intermediate: Students will learn some more advanced skills necessary to use the Microsoft Excel software. Topics covered by this course include using large worksheets, working with multiple worksheets, and managing worksheets. Students will work with Outlines and HTML files. Using Paste Special, range names, labels in formulas, other functions will also be covered in this course. Students will create and edit charts, draw an object, use additional effects and objects, and use AutoShapes. This course also covers managing data and files, and customizing Excel preferences.

Microsoft Outlook - Basic and Advanced

Basic: This course presents our students with the basics of Microsoft Outlook. Students will learn how to open and reply to e-mail messages, insert attachments in messages, use the Outlook calendar to schedule appointments and meetings, and use Outlook contacts.

Advanced: Students will learn the advanced features of Outlook, including: managing Tasks, work with Outlook Journal and use Notes. Customizing Outlook Today, creating rules, sharing and accessing other users folders, creating forms and working offline are also topics covered in this course.

Microsoft PowerPoint - Basic

This course is designed to teach students the basic skills necessary to use the Microsoft PowerPoint software. Topics covered by this course include exploring PowerPoint, using the Office Assistant, basic presentation skills, and use of the Outline pane, spell check, enhancing presentation text, printing, sending and publishing presentations, and formatting and editing text. Using graphic images and tables is covered, as well as using Slide Sorter view, using the Slide master, and working with drawing objects. Students will use slide show view, and edit multiple presentations simultaneously.

Business and Professional Development


E-Mail Essentials for Business Professionals

This course covers the basic requirements for using e-mail to communicate effectively. Specifically, you will be introduced to tried-and-true guidelines for e-mailing effectively, fundamental elements every e-mail should contain, and the importance of keeping e-mails concise. The course also covers the etiquette associated with using instant messaging programs as an extension of e-mail. You will learn the techniques for addressing and redistributing e-mails appropriately. You will be introduced to the best practices for deciding who to send e-mails to, and how to flag e-mails appropriately. Proper etiquette for forwarding e-mails will be discussed. You will learn about the sensitivities of copying an e-mail over someone's head. You will also learn techniques for managing e-mail effectively including using folders and filters to organize e-mails for increased efficiency and guidelines on what e-mails are OK to immediately delete. Finally, direction on how to recover important information should you lose an e-mail will be covered.

Internet Essentials at Work

This course is designed to teach the students the basic skills necessary to use a variety of web browser including Internet Explorer, Google Chrome, and Firefox software. Topics covered by this course include browsing the web, working with the favorite’s center, zoom in and out in a web page, save and print web pages, run searches, set internet options, work with privacy and security settings, install add-ons, play multimedia content.

Listening Skills

This course highlights general benefits and misconceptions about listening as a means of introducing the concept of listening. It also teaches the student how to interpret messages and identifies three common types of listening. It provides a step-by-step process on how to become a critical listener and explains the benefits of providing feedback to speakers. Additionally, it focuses on improving understanding of messages. This course concentrates on listening skills and how to interpret, use, and improve body language as a form of communication. It also identifies common listening styles so the student can encourage others to listen.


  • Overcoming Listening Problems
  • Listening to Communicate
  • Nonverbal Communication
  • An Introduction to Listening
  • Understanding the listening Process
  • Comprehending Messages

Telephone and Time Management

Improve your work day by learning to control your time on the telephone. This friendly, easy-to-use course helps you identify telephone time stresses, communicate a message more effectively, and get more done.


  • Telephone time stress
  • Voice tone says it all
  • Handle telephone interruptions quickly
  • Getting through to people
  • High tech telephone etiquette
  • Fast and friendly wording
  • Set the stage for your success

Call Center and Customer Service

Customer Service and Communication

This course is for people who are responsible for providing customer service. Communicate a message effectively by identifying the receiver, choosing a proper channel, responding to feedback, and overcome a variety of common forms of interference. Develop the skills to be a critical listener and how to respond appropriately to speakers. Project a positive image on the telephone, properly address callers, and establish good rapport. Identify the challenges of a call center and the guidelines to follow in order to provide excellent service. Learn to manage incoming and outgoing information. Identify and manage stress.


  • Excellence in Service : Fundamentals for Employees
  • Interpersonal Communication: Effective Communication
  • Interpersonal Communication: Listening Skills
  • Interpersonal Communication: Telephone Skills
  • Call Center: Inbound Customer Service
  • Organizational Skills: Managing Information
  • Stress Management: Fundamentals for Employees

Personal Effectiveness

Keyboarding A-Z

This Course is designed for students who want to learn how to touch-type to increase their speed and efficiency on the keyboard. The open, modular-style manual is designed for quick scanning in the classroom, and is filled with interactive exercises that will allow students to explore the intricacies of KAZ (Keyboarding A to Z).


  • Use the keyboard with correct posture, and identify the home keys and their importance in touch-typing
  • Touch-type the letter keys with increasing speed and accuracy
  • Touch-type capital letters, special characters, and standard punctuation
  • Develop increasing speed and accuracy, and calculate words per minute typing speed

Speedbuilder is designed to encourage short practice sessions, with twenty phrases presented at a time. The program provides feedback by displaying the learner’s progress in both speed and accuracy.

Writing and Editing

The Building Blocks of Business Writing

If you want to build your writing skills, this book introduces a three-stage process for success. It shows how to master the fundamentals, develop an effective style, and select an appropriate format. Most importantly, it helps you prepare the "base" for further writing improvement.


  • To explain grammar basics
  • To review vocabulary and spelling
  • To clarify principles of punctuation
  • To clarify principles of capitalization, quotation marks, and underlining

Business Grammar Basics

This course defines the functions of the eight parts of speech: nouns, pronouns, verbs, adverbs, adjectives, prepositions, interjections, and conjunctions and focuses on how to use them effectively, and correctly. This course explains how to use words correctly, including some key rules on how to spell correctly. Students will learn the basic rules for using capital letters, abbreviations, and numbers. The standard rules and guidelines for using punctuation appropriately will be reviewed. The course also describes rules for using different connecting and separating marks, such as colons, semicolons, dashes, and hyphens. In addition, it shows how to properly use apostrophes, parentheses, brackets, and quotation marks. The course examines the parts of a sentence – the subject and predicate, for example – and distinguishes between phrases and clauses. It shows the importance of subject-verb agreement, as well as agreement between pronouns and their antecedents. You'll also find out how to identify and fix some of the most common types of sentence errors. This course describes how to use commonly confused words correctly, including word pairs that sound alike and those that have related meanings. It also covers verbs that are often misused – for example, affect and effect or apprise and appraise. In addition, the course reviews some idiomatic combinations of verbs and prepositions that can be confusing.

Powerful Proofreading Skills

Never send out an embarrassing, costly, typo-filled, business letter again. This practical course is here to help. Each section contains exercises and activities that strengthen your proofreading skills and eliminate errors and inaccuracies from your documents.


  • To present helpful hints for successful proofreading
  • To provide training in correct grammar, punctuation, spelling, usage, capitalization, and numbers
  • To give proofreading practice


Basic Business Math Skills

This course will provide learners with the tools necessary to review basic mathematical concepts and how to apply concepts to the business environment, examine the following: how to use decimals, including addition, subtraction, multiplication, and division; how to solve problems involving percentages to determine portions, a rate, a whole unit, and increases and decreases and how to apply these operations in business settings, explore the concepts of ratio, proportion, and how to compare different kinds of numbers, discusses simple, weighted, and moving averages, using real-world scenarios.


Professional Selling Over the Phone

This course offers the student guidelines for preparing the tele-selling workspace and maximizing telesales calls. This course provides processes for preparing telesales scripts and managing telesales calls. In addition, this course offers the student examples of communication techniques, such as implementing components of an effective voice, listening to feedback, and asking questions to increase sales. This course provides processes for gaining feedback from customers, addressing rejection, resolving telesales objections, and closing a sale.


  • Sequence the steps for preparing to write an effective telesales script
  • Apply the steps for preparing to write an effective telesales script
  • Select qualities of an effective telesales voice
  • Identify listening techniques that can improve your tele-selling performance
  • Respond appropriately to customers’ communication styles
  • Apply the steps for creating a tele-selling plan
  • Select guidelines to maximize the effectiveness of your telesales calls
  • Choose information you should leave on a prospect’s voice mail
  • Select the guidelines for building business relationships with prospects
  • Select the guidelines for maintaining relationships with prospects
  • Follow the guidelines for building business relationships with prospects
  • Follow the guidelines for maintaining relationships with prospects
  • Identify ways to overcome negative experiences
  • Follow the process for maintaining a positive attitude
  • Identify the guidelines for preparing to close telesales
  • Follow the process for closing a sale
  • Resolve a customer’s objections
  • Address a customer’s rejection
  • Use techniques for cross selling to customers
  • Follow the process for gaining feedback from customers

Sales Skills - Basic

This course teaches students the fundamentals of the selling process. In the Basic course, students learn how to understand sales terminology, establish professional behavior, handle clients, and create effective sales presentations. Course activities also include connecting with clients, prospecting and networking, and responding to objections. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.


  • Sales fundamentals: The sales process, Elements of selling and Understanding sales terms
  • Your professional self: Developing your character, Managing yourself, Handling clients, Finding your clients
  • Connecting with your clients: Finding solutions, The sales presentation, Anticipating objections, Creating a sales presentation, Responding to objections

Sales Skills - Advanced

This course builds on the fundamentals of Sales Skills: Basic. In the Advanced course, students learn how to build relationships with clients, help clients envision their needs, negotiate to meet the identified needs, study the market, and analyze competitors. Course activities also cover researching clients, and implementing a consulting strategy to develop solutions for clients. Students will also close a sale and follow up after the sale. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.


  • Gaining customer commitment: Building relationships, Demonstrating the need, Satisfying the need, Studying the market
  • Sales strategies: Analyzing markets and competitors, Researching clients
  • Developing a winning strategy: Consulting with clients, Developing solutions
  • Effectively closing a sale: Demonstrating the benefits, Confirming commitment, Closing the sale and following up

English Improvement

In today's multicultural society, some people question the relevance of English Improvement training. Many American businesses have accommodated foreign language speakers by offering customer service and marketing material in Spanish, Chinese, and other languages. English Improvement training, however, is essential for non-English speakers to truly thrive in American business, education, and the communities they live in. Typical salary increase for bilingual workers in customer service jobs equal 5-10%

English Improvement class helps students who are learning English grammar, vocabulary, reading, writing, or listening, and prepares you for the workforce where you can communicate with other English speakers. Today's English Improvement training programs are more fun and flexible than ever. Students will learn using a variety of learning styles: Instructor Led, group learning and online courses. Online ESL training programs offer the most flexibility, while some students prefer the immersive environment of live classes. Some ESL training programs offer a blend of online classes with occasional live events or virtual chats to round out the social experience.

We use two online training sites to work with our English Improvement students:

Site 1) This site’s focus on grammar has extensive learning aids, including 46 categories, 426 lessons/assignments and 31 tests in the following areas: Adjective Clauses, Conditional Sentences, Confusing Words, Conjunctive Adverbs, Conversational Language, English Sounds and Spellings, Figurative Expressions, Future Perfect Tense, Gerunds, Homographs - Homophones & Homonyms, Indirect Questions, Information Questions, Interesting Vocabulary, Bring and Take, Nouns, Other Connecting Words, Past Continuous Tense, Past Perfect, Prepositions, Present Continuous Tense, Present Perfect Progressive Tense, Pronouns, Saying Numbers, Showing Possession, Simple Past Tense, Simple Present Tense, Special Expressions with Body Parts, Special Expressions with Colors, Tag Questions, The Period, The Semicolon, Understanding and Using Modal Verbs, Understanding Conditional Sentences, Using Capital Letters, Using English Articles, Using Personal Titles, Using Phrasal Modifiers, Verb Forms and Verb Tenses, Verbs and Other Verbs, Yes/No Questions. It also includes Idioms, Phrasal Verbs and Slang.

Site 2) - This Sites focus on grammar includes 35 categories, 130 lessons/assignments and 39 tests in the following areas: Be, Be Negatives, Be Questions, Nouns/Pronouns, This-That-These-Those and There Present Tense, Have, Articles Preposition, Possessive Adjectives and Pronouns, Do, Do Negative, Present vs. Past Tense, Commands, Questions with Do, Object Pronouns, Much/Many, Little/Few, Infinitives, Like, Adjectives & Conjunctions, Possessive Pronouns, Reflexive Pronouns, Questions with Did, Have – Past and Present Tense, The Comparative Form, The Superlative Form, The Past vs. the Past Continuous, Modal Verbs, Perfect Modals, Direct and Indirect Quotations, Prepositional Phrases, The Passive Voice, The Past – Present and Future Passive, Past and Present Perfect Passive, Simple/Compound and Complex Sentences, Adjective Clauses, Adverb Clauses, Reported Speech and Indirect Speech, Embedded Questions and Words Used in Transition.

This plan is customizable to suit individual needs.

Curriculums are subject to change with technology and documentation updates. If curriculum or software is upgraded during your training, you will be charged for the replacement of your old training manual.

NOTE: This information is for your planning purposes only. Due to all the legal disclosures mandated by the State of Washington Workforce Training and Education Board, it is necessary for Allied Training Systems to write all proposals to ensure student receives all the information necessary.

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