Business Result Pre-Intermediate Unit 6
The vocabulary below is all related to the topic of customer service. Choose one of the expressions and make a statement using those words or on that topic that you think your partner will agree with, see what their reaction is, discuss for longer if you like, then take turns doing the same.
| Useful language for discussing the statements Asking for opinions What do you think about…?/ How do you feel about…? Do you agree that…? Giving opinions (Personally) I (don’t) think…/ (Personally) I (don’t) feel… Agreeing I think you’re right. I (totally) agree (with…) Disagreeing I don’t agree (with…)(at all) |
Customer service vocabulary to give opinions on
- After-sales service
- Apology
- Attentive
- Automatic switchboards
- Bank clerk
- Being transferred
- Bellboy/ Bell hop
- Body language
- Cashier
- Check in clerk
- Communication skills
- Complaints policy
- Concierge
- Customer care
- Customer focussed
- Customer loyalty
- Customer recommendations/ Word of mouth
- Customer relations
- Customer satisfaction
- Customer service agent scripts
- Customer service skills
- Customer-friendly
- Cut off/ Disconnected
- Database
- Dealing with correspondence
- Delivery charge/ Postage and packing
- Doorman
- Efficiency
- Empathy
- Exchange policy
- Eye contact
- Face-to-face
- Good service – Poor service
- Good/ Bad/ First/ Positive/ Negative impressions
- Greetings
- Handling complaints
- Handling enquiries
- (Online) helpdesk
- Helpful – Unhelpful
- Helpline/ Call centre
- Instant messenger
- Knowledgeable/ Well informed – Unknowledgeable
- Level of service
- Listening skills
- On hold
- Payment systems
- Polite – Rude
- Put into a queue
- Receptionist
- Recorded message
- Refund
- Sales representative/ Sales rep/ Sales executive/ Salesman/ Salesperson
- Shop assistant
- Small talk
- Standard letter
- Tact/ Diplomacy
- Take responsibility
- Take the extra step/ Go beyond the call of duty
- Telephone manner
- Tone/ Intonation
- Upgrade
- Voucher
Do the same, but trying to find things that your partner disagrees with.
Have a meeting about improving customer service, agreeing on at least two action points.
Listen to a similar meeting. What two action points do they agree on?
How should your customer service staff respond to these complaints?
- You have made a mistake with an invoice
- You didn’t deliver on time
- You sent the wrong product
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