English Exercises > Other printables exercises > CUSTOMER SERVICE

BUSINESS ENGLISH

CUSTOMER SERVICE VOCABULARY
 
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1.- THESE ARE THE SEVEN GOLDEN RULES FOR AN EXCELLENT CUSTOMER SERVICE.  MATCH THE EXPRESSIONS TO THE DEFINITIONS:
 
1.- GET REPEAT BUSINESS  Get to know your customers' opinions
2.- KEEP TO YOUR DELIVERY DATES  Solve customers' problems
3.- CONDUCT SURVEYS  Make sure that your goods arrive on time
4.- ENCOURAGE CUSTOMER LOYALTY  Provide the service your customers want
5.- DEAL WITH COMPLAINTS  Make sure that a customer uses your sevice again
6.- MEET THE NEEDS OF CUSTOMERS  Design a service suitable for each client
7.- OFFER A PERSONALIZED SERVICE  Make sure that your customers stay with you
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2.- CHOOSE THE RIGHT VERB TO COMPLETE THESE SENTENCES:
 
a) Does your company alwaays  to your delivery dates?
 
b) Our customer service department usually  to know our customers' opinions
 
c) I cannot phone you now. I'm  complaints
 
d) We  by giving them free local calls at the weekend
 
e) They have a call centre open 24 hours a day to
 
f)  Their customers are very satisfied, so they
 
 
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3.- TICK THE RIGHT ADJECTIVE:
 
a) It was .............. to contact the manager, so I sent him an email
impossible              possible
 
b) We ended our cleaning contract because we were .......... with the service
satisfied                 dissatisfied
 
c) The person on the phone was very .............. So, I made a complaint´
unhelpful                helpful
 
d)  We are very happy with our curier services because they are very .........
reliable                   unreliable
 
e) The bank gave us a special loan because we are very .......
loyal                        unloyal
 
 
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4.- COMPLETE THE FOLLOWING TEST ABOUT CUSTOMER SERVICES WITH ONE OF THE WORDS BELOW:
 
REPEAT        MISS       CALL       CONDUCT       EXTRA        PERSONALIZED        KEEP    AVAILABLE     COMPLAINTS       MEET            REFUND     OFFER              ENCOURAGE
 
 
The golden rule for a good customer service is that you should never  a phone call. That is to say, there should be always someone  to pick up the phone. Nowadays, many companies have set up a  centre to  the needs of customers.
Another important rule that should be taken into account is that your customers always want a reliable service, so never forget to  to your delivery dates and that will make you get  business from your customers.
If you want to improve your service,  you should also  surveys periodically to know your customers opinion and learn from their feedback.
Deal with  quickly and if you have to give a , do it with a smile.
Finally, you should remember that your customers will feel more important if you  them a  service, so do it and  their loyalty by offering them something  from time to time.
 
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5.- SEARCH FIVE OF THE VERBS IN THE PREVIOUS EXERCISE IN THIS WORDSEARCH:

 

 

 

       

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