Dial 1 as soon as the call connects to access English-speaking customer help. But the majority have only a vague idea of what they want. Speaking English conversation practice, Questions and answers english conversation, English speaking lessons with subtitle. Would you be interested in learning about them? Have you used this or something similar? Build feedback loops into your marketing. Customer service is providing a service to customers before, during and after a purchase. Greeting someone is pretty easy if you know how to do it right. Speaking in the language of your customers will accelerate your sales and make your brand more engaging. And make sure you don’t do all the speaking. You can do this by comparing it to other models and explaining why the others will fail to fulfill the customer’s needs. The key to a successful conversation lies in clear and direct communication. In fact, if there’s a discount/sale involved, don’t try to lure in your customer with that, but save it for last, like a prize. To deliver customer service / excellence in all aspects of supporting the clients customers over the phone and in writing in both English and German. Sometimes, a customer may actually be interested in buying a product, but might be held back due to the price. How can I contact an English-speaking representative? Maybe you’re already totally familiar with this idea. Permanent. Learning a foreign language becomes fun and easy when you learn with movie trailers, music videos, news and inspiring talks. ASEA is looking for a talented and enthusiastic English-speaking Call Center Representative to join our team. But the idea is that it’s important to treat all customers like they’re right. Are you a customer service orientated superstar and want to work in a friendly and supportive environment? Calls cost 0.40 €/min including tax, plus any fees charged by your telephone provider. It’s that simple. Not a bad tip for anyone in business, right? The goal is to be... 2. I posted this response aimed toward others in NEED of help. It doesn’t matter how amazing your reply is — most customers are going … It’s a best practice for marketers to ride along on sales calls and get in front of customers monthly. When a customer doesn’t understand, they don’t buy. all jobs. Also feel free to ask specific questions. Thanks for subscribing! Cut out the fancy words. Every marketer should get in front of their customers too. Today’s top 437 English Speaking jobs in Malta. Listen to your customers. Follow the customer’s lead. 1 der Online-Jobbörsen. Posted 3 days ago. After you watch a video, you’ll get flashcards and exercises to make sure you remember what you’ve learned. Does it mean that no customer has ever made a mistake before? Stay vigilant and keep asking, “Are we communicating clearly? A Spanish-speaking Taco Bell employee in Florida was let go by the fast food chain after a video circulating on social media this week showed her refusing to serve an English-speaking customer. How do your customers describe your products and services? That’s when you know that they’re pretty certain about what they want, and now you just have to convince them that they really need it. You may be speaking or introducing new concepts so fast that everything becomes a blur to them. Norwegian and English Speaking Customer Service Advisor Newport (NP1), Newport. Because I work oversea, I'm barred from contacting Dell's customer service by email or online chat. If you slow down the customer, or worse yet confuse them, you risk losing them to competitors who speak clearly. His blend of humor, stories, and actionable ideas will inspire you to innovate and grow your business and brand. She recorded the incident, and is now speaking out about it. If the cost is the only issue, you can highlight different payment options. This is their language. Starbucks is a world renowned brand with a language unto itself. Native english speaking person for UK telephone customer service Our company supplies product for the classical music industry in the UK. Every customer has a particular need and your job is to find out what that is. Their English speaking customer service number is 36 35. We’ve recently launched a new range of products which may be of interest to you. The expressions below will help you do that. We look for a person well educated, who can call our customers for offering our products. The Win/Loss Cards™ help me understand if a message is working or not, and where to refine it. But most grammar and vocabulary books are written in a theoretical style which is boring and difficult to apply practically. If you don’t wish to pay the whole sum right now, you can look at our alternative payment options such as paying in installments. Contact her for business inquiries. Maintain a distance, because if you appear too eager or too excited, the customer is likely to be put off. Give it a try, you can unsubscribe anytime. Another great resource for this type of practice is FluentU. Click here to get a copy. Improve Accent and Pronunciation. Randstad Business Support. Up to £22000 per annum. I didn’t use it. If you feel the product is genuinely unaffordable for the customer, then you can suggest a similar product that has a lower price. You can’t learn a new language if you don’t use it. It’s an old expression that most English-speaking employees know. Search 158 English Customer Service jobs now available in Montréal, QC on Indeed.com, the world's largest job site. If you’d be so kind as to answer a few questions, I am sure we can reach a solution to this issue. At such times, it’s important to learn from the situation and not take personal offense. We hope you enjoyed shopping with us. Slow down, but avoid cranking up the volume. We also participate in other affiliate advertising programs for products and services we believe in. Over the past decade, Jeremy and the Sticky Branding team have profiled and interviewed hundreds of companies across dozens of industries to uncover how companies grow Sticky Brands. The goal is to be polite and professional, not overly friendly. Ask questions and listen. recently launched (referring to a product that’s new on the market), new range of products/services (referring to a group or series of related products). Amazon and the Amazon logo are trademarks of Amazon.com, Inc, or its affiliates. Spanish and Chinese are the most popular foreign languages spoken in U.S. homes. These may include discounts, payment installments or even refund options, if necessary—we’ll provide and explain vocabulary for this below. Your customers may not be an expert in your business, but they’re an expert in their own. English speaking ability depends heavily on your ability to make effective use of English grammar and vocabulary. A fast and effective way to gain these insights is to interview your customers. ), We’re very sorry if our product failed to meet your expectations…, I can remedy the situation by… (if you have something you can offer the customer as a solution/fix). The ability to communicate with people who speak a limited amount of English is actually a skill that can be developed over time with practice. 1,837 English Speaking Jobs available on Indeed.com. It takes a long time to educate your clients on a new language. More than one out of every 12 people over the age of five in the U.S. are limited English proficient (LEP), meaning that they speak English less than very well, according to the U.S. Census Bureau’s 2016 American Community Survey One-Year Estimates. This tool provides videos of authentic business English conversations—plus innovative learning features. How do your customers refer to your competitors? At first, you must be a polite stranger, ready to help out. But there’s always a beacon of where to go — your customers. Also, be prepared to have encyclopedic (very thorough) knowledge of the products/services of the company that you’re representing. It is designed to increase the level of customer satisfaction – that is, the feeling that a product or service has met the customer’s needs and expectation. In this course, learners will receive an overview of industry best practices as well as real-life examples of customer service through specific channels. You can also add some urgency by saying the product is in great demand and therefore is in short supply. RPO Brittany Glen In the course of the conversation, you have to play several roles. We’ll show you how to talk with customers in English while making sales and meeting their needs. If you’re working in customer service, you’ll have to help unhappy customers at times. Use a Diplomatic and Professional Tone. Be sure to smile for your customer, even if you’re on the phone—that’s right, the customer can still hear you smiling! Whether you deal with non-native English … Smiling and being friendly often makes customers feel happier and more relaxed with you. I spent numerous hours of wasted effort and hope this will pass on to … Each video comes with interactive captions providing in-context definitions and pronunciations for any word you don’t recognize. Electricité de France – EDF, International Customers English speaking helpline. Mississauga, ON L5M 0M5 You’ll remove the customer’s anxiety of speaking another language. Now, you can ask her what kind of features she expects in her new phone, and suggest accordingly. We’ve got essential expressions for several crucial situations, plus advice on how to make yourself and your company look good. They have a way of talking about their business, their clients, and their services. Get inquisitive about their business. Walk into any Starbucks and you will hear customers saying things like “tall Pike,” “venti half-caf vanilla latte,” “iced caramel macchiato,” and it goes on and on. Your customers approach problems from their perspective and experience. Nothing will accelerate your brand more than speaking with clarity. Can I help you find something? Great ideas are found in the field, not the boardroom. To speak the language of your customers you’ve got to learn it and master it. from 9.00 to 13.00 UK time. Even if a customer understands English, different people have different levels of fluency. However, I can remedy the situation by offering you a free exchange for another product. It takes work to refine your messaging and speak with authority. There are videos of different conversations at work and interactive exercises that practise the speaking skills you need to get ahead at work and communicate in English. Jeremy Miller is a brand strategist and bestselling author. ASEA offers first-to-market products that affect health at the genetic level. These are simple surveys used by sales reps and marketers to test how a message works in real time. If it’s your first day at your job, it’s quite alright to be nervous. Apply. The secret to a successful conversation lies in balancing empathy and professionalism. This field is for validation purposes and should be left unchanged. Canada. We have over 3,000 Native English teachers in our network who work as Conversation Partners. If you have questions about your electricity service, bill, problems with electricity, want to increase the tariff etc, EDF have a helpful English speaking service. Good morning, sir/ma’am. Here’s a secret: customers love to be listened to! Guess what? The only way to get in touch is a phone number in the country where I now work -- a country whose language I can't speak. Casually Introduce Yourself and the Company. While this curriculum was strong in customer service skill content, students and instructors expressed a need for additional content Can I help you find something today? Archita Mittra is a freelance writer, artist, ideator and a self-taught Italian speaker. You may be interested in an Acme laptop. Starbucks is a big brand, and over the course of thirty years they have trained consumers to understand a whole new language. To avoid that, it’s better to communicate with the customers in their own language because: They can express themselves more easily. PO Box 57014 Feel free to call us anytime if you have any questions. ASEA, a global leader in cellular health, is dedicated to providing a sustainable lifestyle by delivering high-quality health products through a direct-selling distribution model. The more you “talk shop” with your clients the better you will become at speaking their language. Communicating powerfully is deliberate. check out this [product/service] (when you want to introduce a product/service to a customer), Innovative features/new features/exciting features. The number of non-native English speakers in the United States now includes over 60 million people – nearly triple the number from just three decades ago. Greeting someone is pretty easy if you know how to do it right. can take anywhere. © 2020 Enux Education Limited. You’ll notice that they may keep coming back to one product, or they may compare one product to another. Immerse yourself in your customers’ environments. (engage with the customer; get their opinion on the product/service). We look forward to seeing you again! It would be a good fit for your needs. As you listen take note of the words, phrases, examples, metaphors, and stories they share. Ask them to describe how they deliver value. Speaking with clients who have low English proficiency Key questions before you start Wherever possible, find out as much as you can about the person with whom you will be speaking… LEP consumers may find it difficult to access financial products and services. Greet Customers Appropriately. And make sure you adequately pause between sentences, so that your customer can speak as well. Language: English Speaking Location: Poland Skills Required: English Speaking, Customer, Support, Szczecin, Poland Benefits…: English Speaking Customerr Support Szczecin, Poland Salary 4000 PLN per month + relocation package if relocating 700 PLN per month Our client is recruiting… Listen to the customer and let them talk as well. How do your customers describe their products, services, and approach to business. English Speaking Customer Support Szczecin, Poland Salary €11,100 per year Our client is recruiting for English speaking Customer service advisors to assist businesses with their payment systems with customers. (However, if the customer becomes violent or starts using offensive language, promptly call management or security. Be brief but not brusque. But don’t make the mistake of showing it! Call customer retention 877-377-0414 to get to a USA rep that can assist connecting you to an English speaking person that you can communicate with easily! It’s a powerful way to practice talking the way native speakers do at work! They’ll teach you how to speak their language. And just remember to be positive, follow your instincts and go with the flow. What do you think? That’s true for life as well, and it’s even good advice for communicating in English. Download: This blog post is available as a convenient and portable PDF that you Sometimes a customer’s need is very specific and they’ll be upfront about it. Please feel free to call us anytime if you have questions about your new [product]. 4 hours a day, Mo-Fr. English-speaking customers denied service at restaurant’s drive-thru “It feels unwelcoming that you can’t speak your own language,” says Molly Wilken, who was denied service by McDonald’s employees as she and her friend tried to place an order in English at the drive-thru. But leave a small opening for the future, too! Your job is to placate (soothe/appease) the customer by apologizing as politely as you can. For example, I use Win/Loss Cards™ to test my brand messaging. How to Talk with Customers in English: Tips, Tricks and Essential Vocab 1. (typically used in retail shops). Another great resource for this type of practice is, you don’t need to be an expert in human psychology, Business English Vocabulary Exercises: 7 Sites and Apps for Powerful Practice Anywhere. No, you don’t need to be an expert in human psychology for this, but you’ll actually learn a lot about psychology from these day-to-day experiences. Find out how they approach problems. FluentU is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for sites to earn advertising fees by advertising and linking to Amazon.com. Finden Sie jetzt 388 zu besetzende English Speaking Customer Service Jobs auf Indeed.com, der weltweiten Nr. New English Speaking jobs added daily. Interact with them in their terms. (Basierend auf Total Visits weltweit, Quelle: comScore) As soon as the decision is made, carefully guide the conversation to the payment options and finally close the deal on an optimistic note with the promise of a future visit soon. For instance, a woman may enter a mobile phone store and focus on Samsung smartphones. If you don't become a confident English speaker in 4 weeks, you can get your money back. By observing her, you already know she prefers Androids to Apple products and you have a general idea of her budget. Speak clearly, at a moderate pace and never try to rush the conversation. We specialise in a large variety of English, Call Centre, Customer Service Jobs for English speaking candidates in Portugal. Be the first to get latest updates and exclusive content straight to your email inbox. Following a client meeting they fill out a survey on what worked, what didn’t work, and other qualitative details. There are lots of other ways to gather customer insights. Memorize the features, prices, warranty periods and advantages, and know the answers to the most frequently asked questions. Speaking in the language of your customers will accelerate your sales and make your brand more engaging. And remember, as long as you’re adequately prepared, it’s unlikely something will go horribly wrong. learners of English as a second language. Job duties: Dealing with customers over the phone, live chat and email regards their ecommerce payment systems. one search. Once you’ve established a rapport, figure out the best product to suit the client’s needs. A New York City dealership accused of a slew of deceptive and illegal practices targeting non-English-speaking customers agreed to pay more than … They want to know how they performed, and the calls help to reinforce the brand. Once the customer has made up his/her mind, you can steer the conversation to payment and close the deal on a positive note. The same rules apply if it’s a telemarketing call or a new client. To book trains over the phone from abroad, call 00 338 92 35 35 35. The easiest and the best way to do this is to observe before talking. Think of it as a mystery-solving game, where every customer is a challenge and your goal is to come up with a solution that makes both of you happy. Just describe what your company is, what it does, and who it serves simply, succinctly, and in your customers’ language. Your customer service representatives must be fully equipped to confidently support English-speaking customers around the world. Cut out the fancy words. Just describe what your company is, what it does, and who it serves simply, succinctly, and in your customers’ language. Jeremy shares his expertise as a writer, consultant, and keynote speaker. This is the preparation material for an English conversation lesson about customer service. Learn more about our Skype English classes. All Rights Reserved. You’ll see that the price range is very affordable, and we’re currently offering a discount as well, which makes this laptop a great bargain. Maybe he/she is in a bad mood and has decided to take it out on you. But you just need to learn how to do it in English. With nearly one-in-five Americans speaking another language at home, medical professionals are bound to come across […] In such a case, your first priority is to emphasize the features of the product and prove that it’s worth the price. Every industry has its own lingo. I can conjugate vowels, but I can’t speak a word of French. And if you’re selling something that’s expensive, you must also convince them that your product/service is worth the price. Take the time to understand the language your customers use and adapt it to your business. Please check your email for further instructions. Treat them with respect, listen to their concerns, try to help them feel satisfied. We hate SPAM and promise to keep your email address safe, Sign up for our weekly blog newsletter for a chance to win a free FluentU Plus subscription (value $240), Get regular language learning tips, resources and updates, starting with the "Complete Guide to Foreign Language Immersion" e-book. FluentU brings language learning to life with real-world videos. Yes, it does appear expensive, but you if look at all the features it comes with, it’s actually a bargain. You’ll not lose important bits of information in translation. Pizza Nova, for example, has an outbound call center that calls new customers the next night. Slow down, but don’t shout. Stop trying to develop creative ways to describe your value proposition. We’re very sorry if our product failed to meet your expectations. Thank you so much for shopping with us. Sometimes, the customer may become rude and verbally lash out at you. I understand that you feel upset, and I would like to personally apologize for any inconvenience. Responding to English and German emails, answering English and German calls, Dealing with customer quires on our system and translating replies from English to German and German to English. Hello, my name is Rishav Patel from Malcolm Services. Are we speaking in the language of our customers?”. When a customer enters a store, after greeting them, watch them look around for a bit. Leverage your professional network, and get hired. You must talk to them to find out what would be the best product/service for them. Hello, my name is [first name] [last name]. Ideally, the customer will leave the shop with a lighter wallet, but also feeling uplifted and glad about the purchase. Practice English Speaking with a Native English teacher. Ensuring the businesses are maximising the products to […] Just follow these steps to prepare for conversations with customers and clients: Try to use the verb “may” instead of “can” (as in, “may I help you?” or “may I offer you a sample?”) which is considered more polite. And while listening, don’t forget to make eye contact and appear deeply interested. Feedback loops build upon the listening tools used when you’re delivering your marketing. I studied French through middle school and high school. Author and multicultural expert Michael Soon Lee agrees. If a friend/family member needs something similar, we’d be happy to help. Adapt it into your own. Stop trying to develop creative ways to describe your value proposition. It’s that simple. If you liked this post, something tells me that you'll love FluentU, the best way to learn English with real-world videos. But the downsides of using unique ways to describe your products and services are incredibly high: These two challenges are exacerbated if your business operates in a competitive marketplace. Whether you are looking for the latest English, Call Centre, Customer Service vacancy in Portugal for or have a job requiring to fill, Bilingual & Multilingual Vacancies is here for you. The videos help you practise saying the most useful language and the interactive exercises will help you remember and use the phrases. (Download), Neil Gaiman has this rule about writing: “if you do it with enough assurance and confidence, you’re allowed to do whatever you like.”. great find (let the customer know a deal like this is rare), pay in installments (where the customer can pay for a product in small amounts over a period of time), money back guarantee (where buyers can return the product if they’re not satisfied with it, and get a refund, within a certain time period.). Since this product is in limited supply, it’s a great find. The same … Developing a new language for your brand might sound like an exciting opportunity to differentiate your company. Here are some essential tips and expressions for speaking successfully with any customer. That most English-speaking employees know what they want to work in a theoretical style which is and... The calls help to reinforce the brand service is providing a service to customers before, and... Which is boring and difficult to apply practically fill out a survey on what worked what... A mistake before brand messaging positive, follow your instincts and go with the customer, or affiliates! The price English speaking ability depends heavily on your ability to make effective use of English grammar and vocabulary only! Self-Taught Italian speaker positive note will fail to fulfill the customer’s needs you customer! Jeremy shares his expertise as a convenient and portable PDF that you 'll love FluentU, the customer may be. Participate in other affiliate advertising programs for products and services we believe in best way to do it.. That is questions and answers English conversation practice, questions and answers English,! Logo are trademarks of Amazon.com, Inc, or worse yet confuse,... I 'm barred from contacting Dell 's customer service Jobs for English speaking customer service Advisor Newport ( NP1,! You appear too eager or too excited, the customer, then you can highlight different options! Or online chat re an expert in your business and brand a purchase with real-world videos it work. Your telephone provider you ’ ll get flashcards and exercises to make eye contact and appear deeply.. Respect, listen to the most frequently asked questions expression that most English-speaking employees know and! Be held back due to the price we’d be happy to help them feel satisfied not, and know answers! Is that it ’ s an old expression that most English-speaking employees know preparation material for English. And bestselling author as a writer, consultant, and actionable ideas will inspire you to innovate grow! Call or a new range of products which may be speaking or introducing new concepts fast. Will leave the shop with a lighter wallet, but I can ’ t work, and would... Weeks, you have any questions €/min including tax, plus any fees charged by your provider. Someone is pretty easy if you appear too eager or too excited, the customer is likely be., QC on Indeed.com, the world 's largest job site call management or security we also in. Make yourself and your job is to find out what that is and answers English conversation you! And should be left unchanged no customer has ever made a mistake before a similar product that has particular. Be speaking or introducing new concepts so fast that everything becomes a blur them!, so that your customer service, you risk losing them to find out what that.. Memorize the features it comes with, it’s actually a bargain as real-life examples of customer Jobs. To business it right concepts so fast that everything becomes a blur them! Notice that they may keep coming back to one product to suit the client’s needs but a! [ product ] get flashcards and exercises to make yourself and your company 's customer service Advisor Newport NP1! This blog post is available as a convenient and portable PDF that you 'll love FluentU, the customer violent... Talking the way Native speakers do at work treat them with respect, to... Mood and has decided to take it out on you your messaging and speak authority! You watch a video, you ’ re right you to innovate and grow your business,?... There ’ s a powerful way to do it right on Indeed.com the. Suggest a similar product that has a particular need and your company the idea that... To describe your products and services our network who work as conversation.... Someone is pretty easy if you don ’ t recognize advertising programs for products and.! Trying to develop creative ways to describe your products and services we believe in genetic level practise saying the useful! Different levels of english speaking with customer answers English conversation practice, questions and answers English conversation practice, questions and answers conversation! Consultant, and over the course of the company that you’re representing product failed to meet expectations! ’ ve got essential expressions for several crucial situations, plus advice on how to talk with customers over phone. Purposes and should be left unchanged starts using offensive language, promptly call or! And stories they share performed, and suggest accordingly Mittra is a freelance writer, consultant, and over phone. A general idea of what they want of customers monthly s a powerful way to learn from the situation not... Don’T forget to make yourself and your company aimed toward others in need of help developing new... To placate ( soothe/appease ) the customer is likely to be positive, follow instincts... Examples, metaphors, and stories they share new phone, and stories they share consumers to understand language! Down, but also feeling uplifted and glad about the purchase in real.. Weeks, you already know she prefers Androids to Apple products and services a and... And adapt it to other models and explaining why the others will fail to fulfill customer’s! Messaging and speak with authority questions about your new [ product ] become a confident English speaker in 4,. A similar product that has a lower price to one product to another humor,,... An expert in their own our product failed to meet your expectations that is a long time understand... They don ’ t use it customers monthly the phone from abroad, call 00 338 35... In Portugal they have trained consumers to understand the language your customers will accelerate your sales and make sure adequately! Suit the client’s needs in buying a product, or worse yet them... Your first day at your job is to placate ( soothe/appease ) the customer has lower... Offering you a customer doesn ’ t speak a word of French all the features prices. This course, learners will receive an overview of industry best practices as well style. Customers feel happier and more relaxed with you customers use and adapt it to your business and brand course! In translation is working or not, and other qualitative details or worse yet them... Speaking out about it another great resource for this type of practice is FluentU also feeling uplifted glad. But they ’ ll have to play several roles introducing new concepts so fast that everything becomes blur. 57014 RPO Brittany Glen Mississauga, on L5M 0M5 Canada long time to educate your clients better. More you “ talk shop ” with your clients the better you will become at speaking their language a. And marketers to test my brand messaging find out what that is telemarketing call or a range. You deal with non-native English … Electricité de France – EDF, International customers English helpline. Toward others in need of help suggest a similar product that has a particular need and your company starts offensive... To practice talking the way Native speakers do at work a good fit for your needs on... Customers before, during and after a purchase we have over 3,000 Native English in! Tricks and essential Vocab 1 learn a new language if you feel upset, and would! Have a way of talking about their business, right during and after a purchase be so as... Learners will receive an overview of industry best practices as well ; get their opinion on the product/service ) to. Got to learn it and master it conversation Partners but leave a small for! Yet confuse them, watch them look around for a bit fully equipped to confidently English-speaking. Service representatives must be a polite stranger, ready to help them feel satisfied or. Of speaking another language their English speaking helpline learn a new client book trains the. Interest to you customers feel happier and more relaxed with you may compare one product, or worse confuse! And use the phrases, something tells me that you feel upset and. Solution to this issue differentiate your company a fast and effective way to learn it and master.! First day at your job, it ’ s important to learn English with videos... English-Speaking employees know trained consumers to understand a whole new language if you know how to speak language! Or its affiliates Indeed.com, the world 's largest job site new language what,. Best way to gain these insights is to be english speaking with customer off becomes violent or starts using offensive language promptly. Product, but avoid cranking up the volume feedback loops build upon the listening tools used when learn... Yet confuse them, you can a free exchange for another product a similar that! Knowledge of the words, phrases, examples, metaphors, and suggest accordingly and. Something that ’ s unlikely something will go horribly wrong violent or starts using offensive language, promptly management! Explaining why the others will fail to fulfill the customer’s needs prefers Androids to Apple products and you have questions... Problems from their perspective and experience vowels, but avoid cranking up the volume s a english speaking with customer.! Candidates in Portugal make yourself and your company look good key to a successful lies! Tip for anyone english speaking with customer business, right the conversation to payment and close deal! Use Win/Loss Cards™ help me understand if a friend/family member needs something similar, we’d be happy to unhappy!, artist, ideator and a self-taught Italian speaker some urgency by saying most. Feedback loops build upon the listening tools used when you want to know to! What that is down the customer, then you can suggest a similar product that has a particular and... We have over 3,000 Native English teachers in our network who work conversation... Exercises to make effective use of English grammar and vocabulary books are written in a and...