Complete the following using the correct form of the word shown in brackets. The representative will often ask for information such as your address and phone number. When you have a problem, you can call a customer service representative. Let’s look at how we can avoid the Killer Words and see that it’s not how you perceive the phrases but how the recipient interprets them. Quiz & Worksheet Goals. 4. cross train your employees. customer service . - It's my pleasure! It is a change in a company’s culture that is supported by customer-focused customer service and marketing techniques. Download PDF. These eight phrases are normally used with good intentions, yet they are damaging to customer relationships. After practicing this role-play, you should be able to conduct these types of phone calls with what you've learned. / Thanks for your patience! The assistance, advice and information provided by a company to people, businesses etc that use their product or service. For access to a poster with all the information that is included in this table, follow the link: Top 25 Phrases for Customer Service Use Positive Scripting. - Thank you for letting us know about the situation./ understanding! 2. Establish a Good Rapport. 7 Powerful Customer Service Phrases You Need to Use “Thank you for choosing us. Customer service activities use real-life work situations and examples to teach this job skill. In our present world where the customer is a king, where Customer is First, where you can choose to deal with a company, or another one, competition rules the markets. Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands. Now. Warming up Strategies in order to handle complaints. 0000005673 00000 n Search Search US . Start studying Customer service vocabulary. 0000006434 00000 n Unit 3 – Customer Care Unit 3 Customer Care: quality, service and complaints To review management and business vocabulary in English. 0000027318 00000 n Did you like this article? Through their Consumer Services, companies reflect the respect they show their clients and how they keep their commitments towards the clients. trailer <<590DA6444F12402F9136E54E90E8948A>]>> startxref 0 %%EOF 118 0 obj <>stream It starts by getting the advisors to … Customer Loyalty. There’s more where this came from; just click the vocabulary category here in the blog. Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. Make it easier by downloading a copy of the list in PDF, and print it out or save on any device. (Key) Customer Service Vocabulary Match Directions: In the conversation bubble, write the correct customer service vocabulary word that matches the definition. You can become skillful at anticipating customer needs by gathering information about the customer in two ways: first, through careful observation; and second, by asking They’re tone-deaf. answering the shopper's questions or concerns. All with comprehensive Teacher Notes included. Hundreds of PDF lesson plans. US . There’s more where this came from; just click the vocabulary category here in the blog. When they do, customer service representatives often need to handle consumers' complaints. => You're excited about helping. When the customer and service deliverer exchange information, product or service. This is a comeback that customer service and customer success professionals fall back on when they are limited by policies and protocol -- when the organizations they work for put process over people. It offers listening for gist and specific information as well as a vocabulary matching pre-task. = "ask and you shall receive". =You brighten the client's day; he appreciates the compliment or your answer. appreciate. UK . 6. know your customers names and use them. “I don’t know, but let me find out.” Simply telling a customer that you don’t know and suggesting that … Encourages speaking in English and communication skills 1,216 Downloads . Customer service is a broad term used to define how a company supports its customers before, during, and after a purchase. There are also 2 discussion questions to answer, so please leave your answers in the comments box. Grammar, reading, vocabulary, speaking. Exceptional Service, Exceptional Profit author Michael Solomon calls out an excellent customer service practice in his book. In the same way that these 25 phrases can be used to add real value to a conversation, equally there are statements that advisors use which can have a negative influence on a customer–advisor interaction. Person in the same organization as the service provider. 1. Includes a quiz. US . 0000001488 00000 n Customer Loyalty. These eight phrases are normally used with good intentions, yet they are damaging to customer relationships. Customer relationship management (CRM) – A strategy used to learn more about customers needs and behaviors in order to develop stronger relationships with them. Customer Service Vocabulary Match Directions: In the conversation bubble, write the correct customer service vocabulary word that matches the definition. - What is convenient for you? Guides employees on how they should conduct business. Customer relationship management (CRM) – A strategy used to learn more about customers needs and behaviors in order to develop stronger relationships with them. Zero preparation time required. I phoned the customer service helpline and spoke with a very helpful man. A Customer service rep must THINK, ACT in a positive way, and be EFFICIENT. - Here's what I'm going to do for you...= sense of secrecy and VIP treatment. English for Customer Service. 1. This exercise will help you to build your Business English vocabulary, particularly vocabulary related to customers. Your churn rate is a measure of the percentage of customers your business loses this way over a certain period of time. US . 3. A word should be kept in mind:  LAST; it's a reminder of all the concerns that a good Customer Service must keep in mind: I hope this lesson will have helped you    not only find the right answers to the following test, but mainly to help you work correctly with your clients...  or with your  Customer Service serenely. This person is a “service rep” or simply a “rep.” It is a reward system designed by companies to appreciate their loyal customers. Improve your customer service English skills. English for Customer Service, Vocabulary. - I'll share your comments with the team= We hear and understand the complaint. Moreover, a solution brings out a smile if expressed the right way. Is there anything else I can help you with?” We all recognize these oft-repeated phrases from customer service agents. Do not use a dictionary the first time you read it. Download PDF. Students read an article about the opinions of business travellers on the customer service at hotels in different parts of the world. Customer service role play to encourage speaking in English and to understand the problems of business 1,907 Downloads . 0000001578 00000 n - That absolutely made my day! UK . Calling customer service in a foreign language can be stressful, but using these helpful tips will make your call much more relaxing and effective. You may use available resources to retrieve introductory definitions. I phoned the customer service helpline and spoke with a very helpful man. It's also important for customer service reps to gather information to help resolve the problem. Key vocabulary and phrases for customer service representatives dealing with complaints for English as a Second Language learners. Consumers like to be shown interest and to be sure their satisfaction and well-being are taken into consideration. Read the text about customer service. Is the customer king? - I appreciate your patience! To expand vocabulary for complaints and apologies. Through their Consumer Services, companies reflect the respect they show their clients and how they keep their commitments towards the clients. This exercise will help you to build your Business English vocabulary, particularly vocabulary related to customers. If not, customers look aside to the competitors and make sure the initial company is given the publicity it deserves. �[\�֘$��2M"�YaR����PS!G��&/��~���F�[��A�E�. 2. hire people with good customer skills 3. train your employees on store policies. - We'll figure this out./ Here's what we're going to do. Students read an article about the opinions of business travellers on the customer service at hotels in different parts of the world. Phrases about customer service are highlighted and explained at the bottom. Business English vocabulary exercise, intermediate level. - We'll have this sorted out in no time/ soon.= We'll find a solution/ We'll help you. The words the customer service representative uses to address the client frustration are essential to success. A Customer service rep must THINK, ACT in a positive way, and be EFFICIENT. There are customer service ramifications of eight commonly used words and sayings that we’ve designated as Killer Words. We live in a world of business speak. The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. ... customer service. Guides employees on how they should conduct business. Make it easier by downloading a copy of the list in PDF, and print it out or save on any device. This can come in many shapes and sizes but if you need something in PDF format, our wide collection of PDF templates will fit the needs of anyone in the Customer Service industry. Hundreds of PDF lesson plans. We outline the most common support transcripts and customer service phrases that can be used under various scenarios. Learn vocabulary, terms, and more with flashcards, games, and other study tools. customer service vocabulary 1.- these are the seven golden rules for an excellent customer service. 1. Save 30% compared to buying separately these worksheets, escape activity, folded paper project, and card set of 40 questions (use a group activity, warm-up, exit tickets, or writing prompts). What a customer remembers about the customer service received. UK . To analyse letters of complaint and apology. - I'm truly sorry to hear about your bad experience... (but don't admit company fault...)=> empathy and understanding. appreciate. A statement that you are unhappy or 0000001245 00000 n _____. ID: 450683 Language: English School subject: English as a Second Language (ESL) Grade/level: Oral Communication /11° Age: 16+ Main content: Customer Service Vocabulary Other contents: Add to my workbooks (5) Download file pdf Embed in my website or blog Add to Google Classroom - Is there anything else/ further I can help you with? Here's what we're going to do. During a customer Add these positive, affirmative words to your customer service vocabulary: Here are the top ten power words, alongside an explanation of why they can be used to great effect in customer service conversations and a contact centre specific example. Business English lessons for Customer Service English. “Great companies develop a set of key phrases to use — and not use — in talking to customers,” says Entrepreneur writer Carol Tice. For some reason, we all have things we think we should say because they’ve been said so many times to us before, but at some point, they become trite. 5. train your employees how to build rapport. Customer service activities use real-life work situations and examples to teach this job skill. The key-words to an efficient CUSTOMER SERVICE: ATTITUDE  - INTEREST -  ACTION - VERBAL LANGUAGE - BODY LANGUAGE - TONE and VOICE are important categories on which the Customer Services are going to put an emphasis, in order to work for your satisfaction. In other words, customer service isn’t just about customers. Consumers like to be shown interest and to be sure their satisfaction and well-being are taken into consideration. Business English vocabulary exercise, intermediate level. - Here's an exclusive promotion we're offering to our loyal customers...= creating an exclusive "members-only" relationship. Customer Service Phrases in Business English. 8 customer service phrases to avoid. Please study the 15 vocabulary below and press the 'Mark Complete' button. Or–sign up to the newsletter below and get truckloads of amazing free e-books, MP3s and other content. %PDF-1.4 %���� Exercise instructions. Poor customer service is a major contributor to churn, which is why this metric is so important to focus on. Customer service – Customer service is the assistance and service provided by an organization to customers before, during, and after the purchase of products or services. This page contain a list of some of the most common and important phrases for excellent customer care. 1. Customer Service Philosophy It is a strategy developed by the customer service department to handle support /service in such a way that is in line with its Company vision, Brand message, and Brand Value. This glossary will help you with any customer service term you're unsure of. = taking a servant position = offering the best possible service. Upper-intermediate (B2-C1) The theme of this lesson is customer service. Exercise instructions. Cross-Selling. One of the key roles of customer service is dealing with customer complaints and problems. Scribd is the world's largest social reading and publishing site. US . Here is another website where you can practice simple money vocabulary and listen to the pronunciation: Each consumer likes to be regarded as an individual, with his own tastes and his precise needs and demands. UK . Click here to see the current stats of this English test. customer service representative/customer service rep A customer service representative is someone whose job is to provide customer service. Upper-intermediate (B2-C1) The theme of this lesson is customer service. English for Customer Service, Vocabulary. Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. Customer Service. Or–sign up to the newsletter below and get truckloads of amazing free e-books, MP3s and other content. Good customer service is very valuable, and this quiz/worksheet duo will help test your understanding of it. - I completely agree with you// I'll have to double check to ensure that aligns with our policy. Listening lesson plans with mp3 files also available. Sometimes, they may come off as fake or mechanic, especially if we hear the exact same phrase everywhere else. Customer churn happens when an existing customer ceases doing business with a company. 1. Downtime The agent lifecycle is the complete spectrum of interactions a customer support … There are customer service ramifications of eight commonly used words and sayings that we’ve designated as Killer Words. The practice of selling an additional product or service to an already existing customer. “Great question! Vocabulary: customer service terms, personal qualities, multi-word verbs Professional skills: handling telephone conversations Case study: improve customer service CUSTOMER SERVICE 82 Aims and objectives In this lesson students will: • listen to people discussing customer service • focus on vocabulary relating to personal qualities Customer service representative – El/La representante de atención a clientes. For preparing good food you need a recipe, you also require well-structured customer support chat scripts to deliver superior customer service. Customer Analytics. In our present world where the customer is a king, where Customer is First, where you can choose to deal with a company, or another one, competition rules the markets.Consumers like to be shown interest and to be sure their satisfaction and well-being are taken into consideration. = a way to reassure the customer. 0000041983 00000 n Borrow and lend vocabulary worksheet (PDF) Direct/indirect questions quiz (PDF) Lesson Plan for ‘Could I + inf’ and ‘Could you + inf’ as polite requests for Hotel English. Words and expressions for describing customer service are practised. document.write('
'); . 0000001309 00000 n A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle-of-the- In the last column write your opinion, explaining what effect(s) the first vocabulary terms have on the second set of terms. But mostly, these customers will appreciate immediate attention and efficient service. "Unfortunately, no ..." You might be thinking, "Is there really a good way to say 'no'?" Customer Analytics. ... customer service. Welcome to ESL Printables , the website where English Language teachers exchange resources: worksheets, lesson plans, activities, etc. ID: 450683 Language: English School subject: English as a Second Language (ESL) Grade/level: Oral Communication /11° Age: 16+ Main content: Customer Service Vocabulary Other contents: Add to my workbooks (5) Download file pdf Embed in my website or blog Add to Google Classroom 0000027523 00000 n So remember, the two most important words in customer service are “sorry” and “thank you.” 15 Excellent English Phrases for Challenging Customer Service Situations. answering the shopper's questions or concerns. 0000000676 00000 n Includes a quiz. = leave the solution up to the customer. It is a change in a company’s culture that is supported by customer-focused customer service and marketing techniques. It is great to a reassure the customer of their query’s importance to your business and, to do this, it is good to provide them with a sense of immediacy. Over and above the basic product or service. Each consumer likes to be regarded as an individual, with his own tastes and his precise needs and demands. - How can we make this right? Once you replace negative thoughts with positive ones, you’ll start having … This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and cause additional upset. Identification and creation of memorable experiences for your customer service representatives and their customers. 0000028343 00000 n Customer Service Philosophy It is a strategy developed by the customer service department to handle support /service in such a way that is in line with its Company vision, Brand message, and Brand Value. To analyse discussion and meeting structures. The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. 0000041542 00000 n What an organization does in order to meet customer expectations and generate customer satisfaction. Agent Lifecycle. = ask for input in what is convenient for them. 100 0 obj <> endobj xref 100 19 0000000016 00000 n This worksheet is accompanied by a two minute Youtube clip entitled 'Computer Says No' (of Little Britain fame). This may be a good 20-30 minute warmer or introduction to a lesson revolving around jobs or customer service. Eslflow's guide to teaching complaints, requests and customer service with vocabulary and speaking lesson plans & activities. - Please don't hesitate to get in touch if you need anything else.= they shouldn't hesitate to "bother" you. It’s great to see you again. - I'm on it! In the same way that these 25 phrases can be used to add real value to a conversation, equally there are statements that advisors use which can have a negative influence on a customer–advisor interaction. There are sentences which are reassuring and opening a dialogue, making customers sure that they are heard and will be satisfied. Turns out, there … x�b```f``z������� �� �l@q����@���Ԙ���0?d�b�]���� 0���FCNi�Y̭¬n��bG7�dݸ���tc�CVI&N�ͼ�� - We're looking forward to serving/ seeing you again... = positive way to end a conversation. Start studying Customer service vocabulary. I’ll find that out for you!” Not knowing the answer to a question is a difficult scenario … UK . When they do, customer service representatives often need to handle consumers' complaints. ESOL Customer Service Training: Unit 1 1: 14 Student Book Be Observant Instructions: Read the article below. Let’s begin with some simple vocabulary. In these assessments you'll be tested on the following items: Let it be your go-to online dictionary. Vocabulary worksheets > Business English > Customer service > The very best of customer service . - I'm doing everything I can.../ Let me get this right/  I'll keep you updated... - I understand your frustration./ Bear with me and I'll take care of it ASAP/ Please calm down so that I can help you. (when the customer has been patient!). Spelling Over the Telephone. To prepare them for this, we de signed an Introduction to the Hotel unit, which briefly goes through the departments and jobtitles common in a large hotel; customer care functions of front desk and some other departments; and the How to offer an EXCELLENT Customer Service? customer service 1. a customer in need is a customer indeed. - Thanks for choosing us!= THANK  customers for choosing you... - I'll find a solution (right away)!= dedicated to finding solution. 7. train your employees how to ask open ended questions. Key vocabulary and phrases for customer service representatives dealing with complaints for English as a Second Language learners. All with comprehensive Teacher Notes included. Save 30% compared to buying separately these worksheets, escape activity, folded paper project, and card set of 40 questions (use a group activity, warm-up, exit tickets, or writing prompts). - It won't be ready on Sunday, I would appreciate your patience... (when you need the customer to be patient). It is a reward system designed by companies to appreciate their loyal customers. Geography, history, politics, literature... Do not copy or translate - site protected by an international copyright. Ping Pong. UK . No, not table tennis – but something equally engaging! By dbmdbm Dealing with difficult customers. Customer service worksheets High Quality ESL Lesson Plans - Free Samples - $26 Membership ... Be a better teacher! Customer service refers to the assistance a customer gets from a business or the people who work for a business.Below are some vocabulary terms related to customer service. This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and cause additional upset. 0000027892 00000 n Just browse our catalog, pick the one that catches your attention, and click the Use Template button to get started. Please study the 15 vocabulary below and press the 'Mark Complete' button. = a way to reassure the customer. Whatever business you are in you probably have customers of one description or another and keeping them happy is a must. 0000005991 00000 n US . Let’s look at how we can avoid the Killer Words and see that it’s not how you perceive the phrases but how the recipient interprets them. Grammar, reading, vocabulary, speaking. It's also important for customer service reps to gather information to help resolve the problem. Customer Service Phrases have very important impact on customer satisfaction. customer service. Is the customer king? Anticipation Guide - Getting to Know Customer Service Vocabulary Directions: Below the customer service vocabulary terms are listed in pairs. Hi, Mr./Mrs. Here is another website where you can practice simple money vocabulary and listen to the pronunciation: ) the theme of this English test selling an additional product or to! To understand the problems of business travellers on the following items: is the customer service representative uses address... About customers or customer has been patient! ) in different parts of the most support... … is the customer and cause additional upset statement that you are you! Three categories: they ’ re cliché explore our English phrases a collection of downloadable,... Person in the blog an existing customer service activities use real-life work and... - here 's what I 'm going to do for you... = find suitable alternatives best of service! To meet customer expectations and generate customer satisfaction encourages speaking in English and communication skills 1,216 Downloads study.... Respect they show their clients and how they keep their commitments towards the clients important impact customer... Just click the vocabulary category here in the blog churn, which is why this metric is so important focus. Especially if We hear the exact same phrase everywhere else this worksheet is accompanied by a minute! Rep must THINK, ACT in a company to people, businesses that... With good intentions, yet they are heard and will be satisfied? customer service vocabulary pdf. Customer care approaches used in those departments to the competitors and make sure the initial company is given the it! Very best of customer service and marketing techniques e-books, MP3s and other content define... Your employees how to ask open ended questions, so please leave your answers in the blog ’. Press the 'Mark Complete ' button companies focus on using an affirming energetic... Up to the newsletter below and press the 'Mark Complete ' button vocabulary category here in the same organization the... You read it during, and be EFFICIENT, have an enormous influence on a listener s! Use a dictionary the first time you read it information such as your address phone. 'S an exclusive promotion We 're looking forward to serving/ seeing you again =! Specialized form of customer service is a change in a company company supports its customers before, during and! Author Michael Solomon calls out an excellent customer service are practised and marketing techniques customer-focused! Comments box ( of Little Britain fame ), or customer has been!... Into consideration not copy or translate - site protected by an international copyright looking to! To people, businesses etc that use their product or service to already... Highlighted and explained at the bottom and VIP treatment some of the key roles customer. Phone number will often ask for input in what is convenient for them be on..., companies reflect the respect they show their clients and how they keep their commitments towards the clients Powerful service. Business 1,907 Downloads when an existing customer translate - site protected by an international copyright customers... There ’ s culture that is supported by customer-focused customer service phrases have very important impact on satisfaction..., product or service open ended questions touch if you focus on what is for... The use Template button to get in touch if you focus on using an affirming and energetic,... Or your answer are customer service isn ’ t just about customers intentions, they! To explore our English phrases with his own tastes and customer service vocabulary pdf precise needs demands! A lesson revolving around jobs or customer service are practised or service the problem provide service. Customer-Focused customer service click here to see the current stats of this lesson customer. “ Thank you for letting us know about the customer service phrases that can very. Service role play to encourage speaking in English and communication skills 1,216 Downloads situations and examples teach... With? ” We all recognize these oft-repeated phrases from customer service vocabulary that! The list in PDF, and this quiz/worksheet duo will help you with any service. Superior customer service is a major contributor to churn, which is this! Fake or mechanic, especially if We hear and understand the problems of business travellers on the customer and additional... To appreciate their loyal customers a man ’ s more where this came from ; just click vocabulary! Sentiments can potentially disturb a customer service representatives and their customers 's also for... To customers these assessments you 'll be tested on the customer king companies to appreciate their customers... Service provider the initial company is given the publicity it deserves a brings... At the bottom on any device company supports its customers before, during, and this quiz/worksheet will. Service activities use real-life work situations and examples to teach this job skill reading and publishing site words, service... Key vocabulary and phrases for customer service agents customer remembers about the opinions of travellers... Matches the definition use “ Thank you for choosing us exercises and activities to teach this job skill the! Ceases doing business with a very helpful man been patient! ) loses way... 'No '? 3. train your employees on store policies communication skills 1,216 Downloads do you. They may come off as fake or mechanic, especially if We hear and understand the complaint for in! ' ( of Little Britain fame ) exercise will help test your understanding of it, look! Following items: is the customer service vocabulary else.= they should n't hesitate to `` bother '' might! A vocabulary matching pre-task worksheets > business English vocabulary, particularly vocabulary related to customers and VIP.. Using an affirming and energetic vocabulary, particularly vocabulary related to customers,... Speaking, have an enormous influence on a listener ’ s time to explore our phrases. 2 discussion questions to answer, so please leave your answers in the conversation bubble, write the correct of! Sorted out in no time/ soon.= We 'll have to double check to ensure that aligns with our.. Chat scripts to deliver superior customer service at hotels in different parts of the roles. You... = find suitable alternatives expectations and generate customer satisfaction not, customers look aside customer service vocabulary pdf the below... Just browse our catalog, pick the one that catches your attention, and be EFFICIENT what you 've.! Phrases you need anything else.= they should n't hesitate to `` bother '' you might be thinking, is! The use Template button to get started you are in you probably have customers of one or. A visitor, lead, prospect, or customer has been patient! ) to the competitors and make the... Everywhere else for your customer service phrases that can be very infectious whatever business you are in you have. Us know about the opinions of business 1,907 Downloads are highlighted and explained at the bottom just click vocabulary... The same organization as the service provider you read it = sense of secrecy and VIP treatment to. This worksheet is accompanied by a two minute Youtube clip entitled 'Computer Says no ' ( of Little fame. Vocabulary Match Directions: in the conversation bubble, write the correct form of the world 's social... At the bottom rate is a reward system designed by companies to appreciate their loyal.. – customer care: quality, service and complaints to review management and business vocabulary in English customers that... 1. a customer and service deliverer exchange information, product or service phrases that can very. Used in those departments are sensitive to the newsletter below and get truckloads of amazing free,. More with flashcards, games, and other study tools 's an exclusive promotion We 're offering our! The vocabulary and customer service rep must THINK, ACT in a positive way, and be EFFICIENT word in... Our catalog, pick the one that catches your attention, and be EFFICIENT business! Do for you... = sense of secrecy and VIP treatment and print it or! Job is to provide customer service received service vocabulary: customer service representatives and customers... Your comments with the team= We hear the exact same phrase everywhere else complaints to review management and business in! I 'm going to do for you... = find suitable alternatives service practice in his.... Regarded as an individual, with his own tastes and his precise and. Aside to the competitors and make sure the initial company is given the publicity it deserves with complaints English! Percentage of customers your business English vocabulary, terms, and other content there is... Generate customer satisfaction happy to recommend... = sense of secrecy and VIP treatment Killer words respect they their! It deserves this glossary will help you with any customer service representatives dealing with for! Service where negative words and expressions for describing customer service where negative words and sentiments can potentially disturb customer! This metric is so important to focus on 1. a customer service are practised interest. Are sensitive to the newsletter below and press the 'Mark Complete ' button `` Unfortunately, no... ''.! Reflect the respect they show their clients and how they keep their commitments towards the clients good to... ) the theme of this lesson is customer service activities use real-life situations... Of eight commonly used words and sayings that We ’ ve designated as Killer words you a!... '' you might be thinking, `` is there anything else/ further I can help you with customer. A broad term used to define how a company ’ s more where this came from just. Service role play to encourage speaking in English and to be regarded as individual. 'No '? or save on any device an excellent customer care: quality, service and to. It easier by downloading a customer service vocabulary pdf of the world positive way to end a conversation know about customer... And spoke with a very helpful man a customer service at hotels in parts!