Introduction
Communication with the customers on a daily basis is a task that requires competent usage of the English language. Failure to do so will result in miscommunication and may be perceived by the customers as being rude or incompetent which indirectly may have a negative impact on their business as well. This programme combines both customer service and language skills needed for effective communication and is specially designed to enhance the participants’ communicative competence and language skills in dealing with customers. Various interactive activities have been incorporated in developing and sustaining the participants’ interest throughout the programme.