Words matter. The words and phrases you use with your customers make a lasting and memorable difference in the quality of your customer's experience. At Your Service-English As A Second Language For Customer Service elevates ESL from simply correct English to the highest levels of professional, gracious, and confident communication. Students positively engage, through role-playing and other activities, in practical, real world service situations. Kathleen Bradley Amidei shares her four decades of teaching, international business, and hotel management to successfully guide students to use the most effective language to give outstanding customer service to: engage and make a positive connection, resolve customer complaints, contribute to teamwork and training, give confident directions, serve wine, and take food orders.