English Exercises > Other printables exercises

CUSTOMER SERVICE




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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: