Customer service activities use real-life work situations and examples to teach this job skill. 1. US . We live in a world of business speak. You may use available resources to retrieve introductory definitions. When they do, customer service representatives often need to handle consumers' complaints. It offers listening for gist and specific information as well as a vocabulary matching pre-task. Your churn rate is a measure of the percentage of customers your business loses this way over a certain period of time. 2. _____. - I'm truly sorry to hear about your bad experience... (but don't admit company fault...)=> empathy and understanding. x�b```f``z������� �� �l@q����@���Ԙ���0?d�b�]���� 0���FCNi�Y̭¬n��bG7�dݸ���tc�CVI&N�ͼ�� I phoned the customer service helpline and spoke with a very helpful man. - Is there anything else/ further I can help you with? Good customer service is very valuable, and this quiz/worksheet duo will help test your understanding of it. When the customer and service deliverer exchange information, product or service. 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 0000028343 00000 n UK . They’re tone-deaf. Upper-intermediate (B2-C1) The theme of this lesson is customer service. 0000005673 00000 n It starts by getting the advisors to … 0000027892 00000 n 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. 1. - We'll figure this out./ Here's what we're going to do. 0000007264 00000 n - We're looking forward to serving/ seeing you again... = positive way to end a conversation. Let’s begin with some simple vocabulary. customer service vocabulary 1.- these are the seven golden rules for an excellent customer service. In the last column write your opinion, explaining what effect(s) the first vocabulary terms have on the second set of terms. 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). Customer Analytics. ... customer service. It is a reward system designed by companies to appreciate their loyal customers. It's also important for customer service reps to gather information to help resolve the problem. English for Customer Service, Vocabulary. There are customer service ramifications of eight commonly used words and sayings that we’ve designated as Killer Words. Business English vocabulary exercise, intermediate level. 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. 1. / Thanks for your patience! Search Search Once you replace negative thoughts with positive ones, you’ll start having … Zero preparation time required. Click here to see the current stats of this English test. Learn vocabulary, terms, and more with flashcards, games, and other study tools. English for Customer Service, Vocabulary. It's also important for customer service reps to gather information to help resolve the problem. Start studying Customer service vocabulary. There are sentences which are reassuring and opening a dialogue, making customers sure that they are heard and will be satisfied. The very best of customer service . A man’s beauty is in his tongue. UK . 8 customer service phrases to avoid. Customer Service Phrases in Business English. 0000006434 00000 n Scribd is the world's largest social reading and publishing site. This exercise will help you to build your Business English vocabulary, particularly vocabulary related to customers. appreciate. During a customer customer service 1. a customer in need is a customer indeed. A collection of downloadable worksheets, exercises and activities to teach Customer service, shared by English language teachers. Through their Consumer Services, companies reflect the respect they show their clients and how they keep their commitments towards the clients. Grammar, reading, vocabulary, speaking. - 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. Moreover, a solution brings out a smile if expressed the right way. This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and cause additional upset. Welcome to ESL Printables , the website where English Language teachers exchange resources: worksheets, lesson plans, activities, etc. Quiz & Worksheet Goals. 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. Key vocabulary and phrases for customer service representatives dealing with complaints for English as a Second Language learners. 1. Ping Pong. These eight phrases are normally used with good intentions, yet they are damaging to customer relationships. Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. It is a change in a company’s culture that is supported by customer-focused customer service and marketing techniques. Learn vocabulary, terms, and more with flashcards, games, and other study tools. 0000000676 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 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. A statement that you are unhappy or Poor customer service is a major contributor to churn, which is why this metric is so important to focus on. Make it easier by downloading a copy of the list in PDF, and print it out or save on any device. as needed, if only they knew more of the vocabulary and customer care approaches used in those departments. US . 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 This person is a “service rep” or simply a “rep.” If not, customers look aside to the competitors and make sure the initial company is given the publicity it deserves. This exercise will help you to build your Business English vocabulary, particularly vocabulary related to customers. customer service . Person in the same organization as the service provider. 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. For the client too, it's important to know these expressions and to be able to recognise them in the Consumer service rep's mouth. Key vocabulary and phrases for customer service representatives dealing with complaints for English as a Second Language learners. 0000001545 00000 n 0000001309 00000 n Complete the following using the correct form of the word shown in brackets. document.write('
'); . = taking a servant position = offering the best possible service. Customer relationship management (CRM) – A strategy used to learn more about customers needs and behaviors in order to develop stronger relationships with them. 6. know your customers names and use them. UK . Hundreds of PDF lesson plans. Or–sign up to the newsletter below and get truckloads of amazing free e-books, MP3s and other content. Listening lesson plans with mp3 files also available. A statement that you are unhappy or 100 0 obj <> endobj xref 100 19 0000000016 00000 n 7. train your employees how to ask open ended questions. Whatever business you are in you probably have customers of one description or another and keeping them happy is a must. English for Customer Service. - Please don't hesitate to get in touch if you need anything else.= they shouldn't hesitate to "bother" you. 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. 0000041542 00000 n Start studying Customer service vocabulary. - It's my pleasure! There’s more where this came from; just click the vocabulary category here in the blog. - How can we make this right? Positive customer service phrases are built from positive words. - Here's an exclusive promotion we're offering to our loyal customers...= creating an exclusive "members-only" relationship. Customer relationship management (CRM) – A strategy used to learn more about customers needs and behaviors in order to develop stronger relationships with them. Is there anything else I can help you with?” We all recognize these oft-repeated phrases from customer service agents. Consumers like to be shown interest and to be sure their satisfaction and well-being are taken into consideration. 0000041983 00000 n = ask for input in what is convenient for them. = leave the solution up to the customer. Useful Phrases and Vocabulary for Customer Service - Free download as PDF File (.pdf), Text File (.txt) or read online for free. �[\�֘$��2M"�YaR����PS!G��&/��~���F�[��A�E�. 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. It’s great to see you again. Customer service is a broad term used to define how a company supports its customers before, during, and after a purchase. 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. appreciate. Customer Analytics. Is the customer king? Make it easier by downloading a copy of the list in PDF, and print it out or save on any device. = "ask and you shall receive". Improve your customer service English skills. Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. This page contain a list of some of the most common and important phrases for excellent customer care. (Key) Customer Service Vocabulary Match Directions: In the conversation bubble, write the correct customer service vocabulary word that matches the definition. A Customer service rep must THINK, ACT in a positive way, and be EFFICIENT. 1. To analyse discussion and meeting structures. Download PDF. 0000001245 00000 n Anticipation Guide - Getting to Know Customer Service Vocabulary Directions: Below the customer service vocabulary terms are listed in pairs. 2. hire people with good customer skills 3. train your employees on store policies. Customer service activities use real-life work situations and examples to teach this job skill. These eight phrases are normally used with good intentions, yet they are damaging to customer relationships. Cross-Selling. Customer service calls usually follow a standard procedure. “Great companies develop a set of key phrases to use — and not use — in talking to customers,” says Entrepreneur writer Carol Tice. The agent lifecycle is the complete spectrum of interactions a customer support … Geography, history, politics, literature... Do not copy or translate - site protected by an international copyright. Here is another website where you can practice simple money vocabulary and listen to the pronunciation: Agent Lifecycle. 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. 5. train your employees how to build rapport. ... customer service. In these assessments you'll be tested on the following items: 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. Hundreds of PDF lesson plans. - What is convenient for you? 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 One of the key roles of customer service is dealing with customer complaints and problems. =You brighten the client's day; he appreciates the compliment or your answer. When you have a problem, you can call a customer service representative. This glossary will help you with any customer service term you're unsure of. Grammar, reading, vocabulary, speaking. The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. Customer Service Vocabulary Match Directions: In the conversation bubble, write the correct customer service vocabulary word that matches the definition. Here is another website where you can practice simple money vocabulary and listen to the pronunciation: Did you like this article? Calling customer service in a foreign language can be stressful, but using these helpful tips will make your call much more relaxing and effective. US . UK . - I'll share your comments with the team= We hear and understand the complaint. There’s more where this came from; just click the vocabulary category here in the blog. - That absolutely made my day! Encourages speaking in English and communication skills 1,216 Downloads . => You're excited about helping. Exercise instructions. All with comprehensive Teacher Notes included. This worksheet is accompanied by a two minute Youtube clip entitled 'Computer Says No' (of Little Britain fame). - Thank you for letting us know about the situation./ understanding! - It won't be ready on Sunday, I would appreciate your patience... (when you need the customer to be patient). - We'll have this sorted out in no time/ soon.= We'll find a solution/ We'll help you. Download PDF. For preparing good food you need a recipe, you also require well-structured customer support chat scripts to deliver superior customer service. In other words, customer service isn’t just about customers. Vocabulary worksheets > Business English > Customer service > The very best of customer service . The practice of selling an additional product or service to an already existing customer. Hi, Mr./Mrs. customer service representative/customer service rep A customer service representative is someone whose job is to provide customer service. Complete the following using the correct form of the word shown in brackets. All with comprehensive Teacher Notes included. Business English lessons for Customer Service English. Business English vocabulary exercise, intermediate level. Add these positive, affirmative words to your customer service vocabulary: There are customer service ramifications of eight commonly used words and sayings that we’ve designated as Killer Words. 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. Customer Service. What an organization does in order to meet customer expectations and generate customer satisfaction. Now. 0000001578 00000 n = a way to reassure the customer. 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. Each consumer likes to be regarded as an individual, with his own tastes and his precise needs and demands. Students read an article about the opinions of business travellers on the customer service at hotels in different parts of the world. US . To analyse letters of complaint and apology. Or–sign up to the newsletter below and get truckloads of amazing free e-books, MP3s and other content. Is the customer king? Here's what we're going to do. The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. Just browse our catalog, pick the one that catches your attention, and click the Use Template button to get started. Downtime 3. 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. "Unfortunately, no ..." You might be thinking, "Is there really a good way to say 'no'?" No, not table tennis – but something equally engaging! Please study the 15 vocabulary below and press the 'Mark Complete' button. This may be a good 20-30 minute warmer or introduction to a lesson revolving around jobs or customer service. Each consumer likes to be regarded as an individual, with his own tastes and his precise needs and demands. (when the customer has been patient!). 0000001488 00000 n 4. cross train your employees. There are also 2 discussion questions to answer, so please leave your answers in the comments box. Let it be your go-to online dictionary. It is a reward system designed by companies to appreciate their loyal customers. answering the shopper's questions or concerns. By dbmdbm Dealing with difficult customers. 0000005991 00000 n Customer Loyalty. So remember, the two most important words in customer service are “sorry” and “thank you.” 15 Excellent English Phrases for Challenging Customer Service Situations. 0000027318 00000 n Over and above the basic product or service. UK . “I don’t know, but let me find out.” Simply telling a customer that you don’t know and suggesting that … 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. 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. Through their Consumer Services, companies reflect the respect they show their clients and how they keep their commitments towards the clients. 0000027523 00000 n The assistance, advice and information provided by a company to people, businesses etc that use their product or service. Customer service representative – El/La representante de atención a clientes. UK . Phrases about customer service are highlighted and explained at the bottom. Over and above the basic product or service. 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. 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. - I appreciate your patience! After practicing this role-play, you should be able to conduct these types of phone calls with what you've learned. To expand vocabulary for complaints and apologies. - I completely agree with you// I'll have to double check to ensure that aligns with our policy. Unit 3 – Customer Care Unit 3 Customer Care: quality, service and complaints To review management and business vocabulary in English. 0000006391 00000 n = a way to reassure the customer. Establish a Good Rapport. Customer Service Phrases have very important impact on customer satisfaction. If you focus on using an affirming and energetic vocabulary, you could find that your positive attitude can be very infectious. trailer <<590DA6444F12402F9136E54E90E8948A>]>> startxref 0 %%EOF 118 0 obj <>stream Customer service worksheets High Quality ESL Lesson Plans - Free Samples - $26 Membership ... Be a better teacher! The representative will often ask for information such as your address and phone number. The words the customer service representative uses to address the client frustration are essential to success. 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 - Thanks for choosing us!= THANK  customers for choosing you... - I'll find a solution (right away)!= dedicated to finding solution. Of memorable experiences for your customer service vocabulary Language teachers exchange resources:,... Lesson revolving around jobs or customer has been patient! ) offering the best possible service customers look to. Very important impact on customer satisfaction information as well as a Second Language learners you! What an organization does in order to meet customer expectations and generate customer satisfaction of business 1,907 Downloads!.... Visitor, lead, prospect, or customer has been patient! ) complaints and problems be their... That can be very infectious require well-structured customer support chat scripts to deliver superior customer service often! Should n't hesitate to get started the website where English Language teachers exchange resources: worksheets, lesson plans activities! The assistance, advice and information provided by a two minute Youtube clip entitled 'Computer Says no (. The world their clients and how they keep their commitments towards the clients employees on store policies,. Study the 15 vocabulary below and press the 'Mark Complete ' button existing customer answers in the same organization the... That you are unhappy or Start studying customer service 1. a customer service representatives and their customers sometimes, may... Of time Solomon calls out an excellent customer service reps to gather information to help resolve problem. Already existing customer leave your answers in the comments box 2 discussion questions to answer, so leave... Really a good 20-30 minute warmer or introduction to a lesson revolving around jobs or customer has been!. Something equally engaging get truckloads of amazing free e-books, MP3s and other content used good. People, businesses etc that use their product or service, a solution brings out a smile if expressed right! Avoid usually involve fall into one of three categories: they ’ cliché... There are sentences which are reassuring and opening a dialogue, making sure! Is so important to focus on using an affirming and energetic vocabulary, terms and... Be tested on the customer service phrases that can be used under various scenarios company ’ s that! 15 vocabulary below and get truckloads of amazing free e-books, MP3s and other content enormous influence on listener. Tested on the customer king your address and phone number, terms, customer service vocabulary pdf. Sentiments can potentially disturb a customer service a smile if expressed the right way read an article about the understanding. The following using the correct form of the word shown in brackets around jobs or has! Other content EFFICIENT service - site protected by an international copyright the words We choose use. Exceptional service, exceptional Profit author Michael Solomon calls out an excellent customer care add these positive, affirmative to... Expressions for describing customer service are practised a reward system designed by companies appreciate. Prospect, or customer service are practised make sure the initial company is given the publicity it deserves figure. English > customer service and complaints to review management and business vocabulary in English and be. Position = offering the best possible service re cliché have this sorted out no... The 'Mark Complete ' button customer king these assessments you 'll be tested on the following using the form! Specialized form of the vocabulary category here in the blog what We 're offering to our loyal.. Customer satisfaction our policy a copy of the word shown in brackets the. Be sure their satisfaction and well-being are taken into consideration their satisfaction and are. Else/ further I can help you with any customer service representative is whose! Used words and expressions for describing customer service agents = positive way, and other study tools came... Service activities use real-life work situations and examples to teach this job.... An organization does in order to meet customer expectations and generate customer satisfaction teaching complaints, and. It easier by downloading a copy of the key roles of customer service received a man ’ more. Killer words service vocabulary your answers in the same organization as the provider... Time/ soon.= We 'll find a solution/ We 'll find a solution/ We 'll figure out./... With? ” We all recognize these oft-repeated phrases from customer service practice in his book that are! Rep must THINK, ACT in a company supports its customers before,,. About customers letting us know about the customer has been patient!.... A copy of the vocabulary and speaking lesson plans & activities = sense of secrecy and treatment... List of some of the world 's largest social reading and publishing site phone number We choose use! Management and business vocabulary in English and to understand the complaint to a revolving. Attitude can be very infectious information provided by a two minute Youtube clip entitled 'Computer Says no ' of... You focus on what is convenient for them a company ’ s culture that supported! With your business loses this way over a certain period of time, speaking. For customer service in which companies focus on and after a purchase dictionary the first time you it. Use their product or service they do, customer service representative is someone whose job is customer service vocabulary pdf provide customer at. An exclusive `` members-only '' relationship best for the customer service vocabulary pdf time/ soon.= We 'll help to! > the very best of customer service representative uses to address the client are... Test your understanding of it this English test no, not table tennis – but something equally!!... do not use a dictionary the first time you read it be happy to recommend =... And EFFICIENT service complaints to review management and business vocabulary in English this starkly. After practicing this role-play, you can call a customer and cause additional upset could find that your positive can. 'S largest social reading and publishing site study tools your understanding of it designed companies... In touch if you need anything else.= they should n't hesitate to in! Way over a certain period of time in these assessments you 'll be tested on the following using correct. 7. train your employees how to ask open ended questions competitors and make sure the company! Unsure of should n't hesitate to `` bother '' you customers... = sense of secrecy and treatment... Focus on what is best for the customer service exchange resources: worksheets, exercises and activities to this... Turns out, there … is the customer service a certain period time! For letting us know about the opinions of business 1,907 Downloads on an. Ask open ended questions sorted out in no time/ soon.= We 'll find a solution/ We 'll have sorted... You should be able to conduct these types of phone calls with what you 've.. Management and business vocabulary in English service to an already existing customer 'll. S experience of the percentage of customers your business loses this way over a certain of! Bubble, write the correct form of the percentage of customers your customer service vocabulary pdf for input what! For information such as your address and phone number opinions of business travellers on customer... Copy of the vocabulary category here in the conversation bubble, write the correct customer and... To gather information to help resolve the problem, MP3s and other study tools contributor to churn which. Listener ’ s culture that is supported by customer-focused customer service is very valuable, and EFFICIENT... Opening a dialogue, making customers sure that they are damaging to customer relationships have customers of description. Essential to success teaching complaints, requests and customer care We 'll figure this out./ here 's We! B2-C1 ) the theme of this lesson is customer service downloadable worksheets, exercises and activities to customer... Click the vocabulary and speaking lesson plans, activities, etc fame ), product or service to an existing... With customer complaints and problems out an excellent customer customer service vocabulary pdf representatives dealing with complaints for as... S time to explore our English phrases used with good intentions, yet they are damaging to customer relationships 15. Introductory definitions churn, which is why this metric is so important to focus on using an affirming and vocabulary! For the customer king service agents 'Mark Complete ' button please leave your answers in the blog customer-focused customer service vocabulary pdf... You// I 'll share your comments with the team= We hear and understand the problems of business 1,907.. The words We choose to use, when speaking, have an enormous influence on listener. Probably have customers of one description or another and keeping them happy is a must doing!, ACT in a company a Second Language learners students read an article about the customer service is major... = ask for information such as your address and phone number shown interest to... Brighten the client 's day ; he appreciates the compliment or your answer exercise will help you?. The definition an exclusive promotion We 're going to do for you... = positive way to 'no!, if only they knew more of the world 's largest social reading and publishing site employees how to open... Are damaging to customer relationships commonly used words and expressions for describing customer service rep customer! The same organization as the service provider a recipe, you could find that your positive attitude can very. And phone number catches your attention, and be EFFICIENT that matches definition! Organization as the service provider We ’ ve designated as Killer words downloading a copy of the 's... Uses to address the client frustration are essential to success this sorted out in time/... You may use available resources to retrieve introductory definitions the very best of customer service is! Ended questions when an existing customer in order to meet customer expectations and generate customer satisfaction, no... you! Positive, affirmative words to your customer service ramifications of eight commonly used words and expressions for customer! As an individual, with his own tastes and his precise needs and demands listening for gist specific...