© 2020 Enux Education Limited. This intensive course will help members of airport staff, in a customer service role, develop English language to communicate clearly and concisely in English with air travellers, colleagues and crew members. - What is convenient for you? CALL CENTER ENGLISH VOCABULARY. Twitter. Learning a foreign language becomes fun and easy when you learn with movie trailers, music videos, news and inspiring talks. In the grammar section of the worksheet, tenses for describing a past experience are studied. Every spoken word is subtitled, complete with an in-context definition, image and multiple example sentences. (exist) 2 Unfortunately, the customer was not with the discount we offered him. Facebook. Instead, the idea reaches out to every experience a visitor, lead, prospect, or customer has with your business. Luckily for you, finding and using the magic words is not hard; all you have to do is remember a few simple rules and commit to positive scripting. Great support is defined by genuine empathy. A … (Key) Customer Service Vocabulary Match Directions: In the conversation bubble, write the correct customer service vocabulary word that matches the definition. It is designed to increase the level of customer satisfaction – that is, the feeling that a product or service has met the customer’s needs and expectation. This team member also helps customers decide which products or services to choose for their needs. =You brighten the client's day; he appreciates the compliment or your answer. It means thanking them for their business, even when they’re giving you a challenging situation. Now it’s time to explore our English phrases. FluentU takes real-world videos—like inspiring talks, movie trailers, news and more—and turns them into personalized and fun English learning lessons. English for Speakers of Other Languages Customer Service Training Curriculum Teacher Guide & Student Book MontgomeryWorks Sales & Service Learning Center 11160 Veirs Mill Road, Suite LLH-7 Wheaton, Maryland 20902 240-403-3600 A Montgomery College Partnership Project 2007 . Over and above the basic product or service. We also participate in other affiliate advertising programs for products and services we believe in. document.write('
'); . Just as a matter of interest do you give refunds? This worksheet is accompanied by a two minute Youtube clip entitled 'Computer Says No' (of Little Britain fame). - We'll figure this out./ Here's what we're going to do. Here are 100 advanced English words which should you be able to use them in a sentence will impress even educated native speakers! Click here to see the current stats of this English test. Intangible (service) unable to be touched or grasped. It offers listening for gist and specific information as well as a vocabulary matching pre-task. / Thanks for your patience! For example, if you tap on the word “brought,” you will see this: Plus, these great videos are all accompanied by interactive features and active learning tools, like multimedia flashcards and fun games like “fill in the blank.”. AppContacter will directly Email your issue/feedback to an apps's customer service once you report an issue and with lots of issues reported, companies will definitely listen to you. You’re not only offering a great solution, you’re also saying that you’re happy to be doing it. Ask a question. May I help you with that? It is a change in a company’s culture that is supported by customer-focused customer service and marketing techniques. Let’s begin with some simple vocabulary. (when the customer has been patient!). If you’re not happy with the discount, the best I can do is [offer you a coupon/discount for your next purchase]. The phrase on our part tells the customer that you acknowledge the problem is the company’s fault, and that you or your company will take responsibility for it. Created by. The theme of this lesson is customer service. help and advice that a company makes available to customers when they have bought something: a customer support service If you have a question, contact our customer support line. The expression you have every reason to be upset tells the customer you know how they feel and understand why they’re not happy. - Thank you for letting us know about the situation./ understanding! To show the variety of videos even inside this single category, real-world business videos on FluentU include “Introducing Business Colleagues,” “Business Buzzwords,” “Control Your Inbox!” and “What Warren Buffet Thinks About Cash.”, An added bonus is that if you want to work on other topics later, simply use the same, familiar FluentU platform to learn with videos from other categories, such as “Science and Tech,” “Politics and Society” or mix it up with “Arts and Entertainment” or “Health and Lifestyle.”. Match. In this Business English Skills 360 lesson, we take a look at how to get good customer service. I’m pleased to meet you. Customer Service Phrases in Business English. BUSINESS ENGLISH. Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. Mon to Fri 8:30am-6:30pm (UK) Book Online. An oversight is when you realize you’ve forgotten to do something or made a mistake without realizing it. Other times, you may have to deal with customer situations that are a little more challenging than usual. The strategy of identifying customer needs, improving customer interactions and customizing contacts, sales approaches and automation to provide optimum service to each type of customer to maximize the bottom line benefits to the organization. English for Customer Service. Layaway. = taking a servant position = offering the best possible service. Here again, saying you realize this has been an inconvenience shows you understand that this experience has caused them trouble, and you will do whatever is necessary to set things right, or correct the situation. The customer is king, and the smartest businesses put a lot of resources into satisfying their customers’ needs and keeping them happy. Then you’ll love FluentU. = a way to reassure the customer. 15. FluentU is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for sites to earn advertising fees by advertising and linking to Amazon.com. Why should I report an Issue with Learn English Vocabulary? You’re all set to deliver the highest level of customer service to your customers. This is why maintaining a diplomatic and professional tone is very important in customer service. By ensuring that your customer service and support staff are fully versed and trained to use positive language and avoid negative terms you can be confident that even your most demanding customers will have a great service experience. For instance, your company may be at fault in a situation. Mix-ups are accidents or mistakes. How to Talk with Customers in English: Tips, Tricks and Essential Vocab. Customer service is a broad term used to define how a company supports its customers before, during, and after a purchase. If you are interested in watching fun, relevant videos and practicing language actively in the process, be sure to create a FluentU account and try out this one-of-a-kind language learning program! 3. a system of paying a deposit to secure an item for later purchase. 2. The key to a successful conversation lies in clear and direct communication. Guides employees on how they should conduct business. You call customer service, of course—no, not the Ghostbusters! In many businesses, the cashier is the first person a customer sees. Here is an example dialogue of a customer complaint at a computer shop. - I'm on it! Greeting someone is pretty easy if you know how to do it right. Welcome to ESL Printables, the website where English Language teachers exchange resources: worksheets, lesson plans, activities, etc. Amazon and the Amazon logo are trademarks of Amazon.com, Inc, or its affiliates. Thanks for subscribing! I’d be happy to replace this unit at no charge/cost. Smiling and being friendly often makes customers feel happier and more relaxed with you. Shop Assistant: Yes, of course. This exercise will help you to build your Business English vocabulary, particularly vocabulary related to customers. You’re not only suggesting possible solutions but you’re also giving the customer a choice of how they prefer to have the problem resolved. Blog. ESOL Customer Service Training . In this case, their issue might be the responsibility of another company. = ask for input in what is convenient for them. 9. If not, customers look aside to the competitors and make sure the initial company is given the publicity it deserves. It’s got a huge collection of authentic English videos that people in the English-speaking world actually watch on the regular. They can answer questions and provide information about a product or service purchased from the company. STUDY. Luckily for you, finding and using the magic words is not hard; all you have to do is remember a few simple rules and commit to positive scripting. 1. A Customer service rep must THINK, ACT in a positive way, and be EFFICIENT. This page contain a list of some of the most common and important phrases for excellent customer care. Business English Vocabulary: Customer Service Alex Whitty. Feel free to adapt these expressions to your specific needs. It’s also a softer way of saying that there really has been a mix-up or mistake. Business English Vocabulary: Customer Service Alex Whitty. Pinterest . And a satisfied customer is a great marketing tool, as well. For those of us who work in customer service, this means being ready to handle any question or complaint our customers have and offering the best solution to their problem. the fact of treating customers in a polite and helpful way, which is considered an important part of running a good business: They're a huge company, known for their terrible customer service. It’s great to see you again. Customer Service Vocabulary. Download: This blog post is available as a convenient and portable PDF that you Lists of vocabulary, useful phrases and terms used in all areas of business, guidelines for letter-writing and presentations, business conversation topics, exercises, idioms and … => You're excited about helping. Learn. In the above phrase, the word maybe and the modal verb could work together to soften the tone. Policy - A document with information about how the business carries out its activities., Manager - The person who tells the employees what they should do, Training - When the business explains and shows the employees how they should do things , Unfair - When something is unreasonable , Refund - The money the business gives the customer when they return a product, (rely) All you have to do is tap or click on one of the words in those subtitles to get more information. - I'm truly sorry to hear about your bad experience... (but don't admit company fault...)=> empathy and understanding. feeling or characterized by great anger. 14 June, 2017 In today’s world of instant tweets and social media posts, a company’s reputation can hang by a thread: get things wrong, and the world will soon know about it. Your vacuum cleaner shuts off after 10 minutes and calls it a day. can take anywhere. Would you like a replacement or a refund? And of course, apologizing is always a good idea. 1. Shop Assistant: Yes, of course. Key Concepts: Terms in this set (57) Agent. The job of customer service is to help the customer. - I'll share your comments with the team= We hear and understand the complaint. With this phrase, you’re not only offering a possible solution but also the choice of which solution your customer prefers. Using the modal verb would softens your tone. If you’re working in customer service, you’ll have to help unhappy customers at times. swim = how you move in water dance = move to music (dance the tango, break dance, etc) Verbs for the body. Includes a quiz. Depending on the situation, you could offer the best solution you know. According to Forbes, a key element of customer service that’s often missing is a smile. - We're looking forward to serving/ seeing you again... = positive way to end a conversation. We hate SPAM and promise to keep your email address safe, Sign up for our weekly blog newsletter for a chance to win a free FluentU Plus subscription (value $240), Get regular language learning tips, resources and updates, starting with the "Complete Guide to Foreign Language Immersion" e-book. customer service representative/customer service rep A customer service representative is someone whose job is to provide customer service. All Rights Reserved. Product sales support is part of customer service. Please let us set things right. Using a diplomatic and professional tone shows that you care about everybody’s opinions and experiences. This way, you’ll know who to talk to when you call customer service. FluentU takes real-world videos—like inspiring talks, movie trailers, news and more—and turns them into personalized and fun English learning lessons. Business English lessons for Customer Service English. This page contain a list of some of the most common and important phrases for excellent customer care. For instance, your company might have forgotten to send an item or sent the wrong model. Improve your customer service English skills. (satisfy) 3 The date is approximately two weeks after the date the order is placed. Changing the way you speak to customers can make a bad day into a good one for both the customer and you. Just as a matter of interest do you give refunds? Customer analytics is a process by which data from customer behavior is used to help make key business decisions via … Learn English Vocabulary - Shopping Vocabulary. By. The key to a successful conversation lies in clear and direct communication. Lots of real English vocabulary that is used by native speakers. Key vocabulary and phrases for customer service representatives dealing with complaints for English as a Second Language learners. Positive customer service phrases can enhance customer engagement, drive up satisfaction, and reduce customer churn rate. Let me see what I can do. Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. 7. Each consumer likes to be regarded as an individual, with his own tastes and his precise needs and demands. Business English lessons for Customer Service English. Mrs S: Thank you. 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. The presence of a physical storefront and face-to-face customer experiences. Irate. CUSTOMER SERVICE VOCABULARY 1.- THESE ARE THE SEVEN GOLDEN RULES FOR AN EXCELLENT CUSTOMER SERVICE. Customers are more likely to return to the same business if the cashiers are friendly, helpful, and polite. It’s important to realize that when a problem arises, sometimes the company might be at fault, not the customer. Our collection is growing every day with the help of many teachers. Proficiency in English is an essential skill for airport customer service officers. Sometimes using a softer tone and more diplomatic language is the only way to get the customer to calm down. How to offer an EXCELLENT Customer Service? The expression let me see what I can do is telling them that you will personally help them find a solution. Click here to get a copy. Lots of real English vocabulary that is used by native speakers. It also gives a softer tone to the message than does saying “we made a mistake.”. A customer service representative (CSR) is trained to listen to customer complaints and find ways to resolve their problems. - That absolutely made my day! Here is another website where you can practice simple money vocabulary and listen to the pronunciation: CUSTOMER SERVICE VOCABULARY 1.- THESE ARE THE SEVEN GOLDEN RULES FOR AN EXCELLENT CUSTOMER SERVICE. being ready to handle any question or complaint our customers have, the most challenging situations in customer service, maintaining a diplomatic and professional tone, learn the business English expressions commonly used to respond to customer complaints. The customer is king, and the smartest businesses put a lot of resources into satisfying their customers’ needs and keeping them happy. Your customer support vocabulary can make a repeat customer out of a previously unsatisfied or unhappy one and repeat customers are the lifeblood of your company. Positive customer service phrases can enhance customer engagement, drive up satisfaction, and reduce customer churn rate. 0. Learn some English for customer service with Teacher Robin. I’m sorry, but this is against our company policy. Today I will share with you some tips on how to deliver great customer service, as well as 15 business English expressions you must know in order to deal with the most challenging situations in customer service. Advanced English Lesson; English Vocabulary; Customer Complaints at a Computer Shop. How developing your customer service levels develops your business. In such cases, it’s best to explain to the customer why you’re unable to help. 3. Here are some essential tips and expressions for speaking successfully with any customer. training (n) the process of learning the skills that you need to do a job. (deliver) 4 Our service is both fast and. It’s great to see you again. Please check your email for further instructions. To be able to deal with your customers on a very professional level, you must first learn the business English expressions commonly used to respond to customer complaints. It looks like we might have made a mistake. Positive Scripting. 10. If a customer says they’re not happy with the solutions you’ve suggested, you may have to consider an alternative solution (if there is one). This indicates that there’s nothing you or your company can do. I wish I could help you, but this is out of our control. This information will also help you figure out if a career in customer service is right for you! Students read an article about the opinions of business travellers on the customer service at hotels in different parts of the world. Geography, history, politics, literature... Do not copy or translate - site protected by an international copyright. Since they’re not happy with one solution, you’re offering them an alternative which you hope will be attractive to them. I understand this is frustrating to you. - 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. Hi, Mr./Mrs. Greet Customers Appropriately. Mrs S: I see, thanks again. 14. Now it’s time to explore our English phrases. If you want to download you have to send your own contributions. A record of customer complaints, requests, and special orders. - Here's an exclusive promotion we're offering to our loyal customers...= creating an exclusive "members-only" relationship. So remember, the two most important words in customer service are “sorry” and “thank you.”. Also known as a telephone/customer service representative, an Agent deals with customer interactions and contacts in the Call Center. PLAY. Learn English Vocabulary - Shopping Vocabulary. Flashcards. The expressions I’ll be discussing here today will help you handle these types of situations like a star. You may wish to tailor this for the company. 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 How to offer an EXCELLENT Customer Service? Or you may not have a solution to the problem. One of the key roles of customer service is dealing with customer complaints and problems. BUSINESS ENGLISH . There are many jobs related to customer service, but here are three of the most common and important ones. Telling an angry customer that you understand this is frustrating for them shows that you know how they’re feeling. Loyal customer. Exceptional Service, Exceptional Profit author Michael Solomon calls out an excellent customer service practice in his book. - I appreciate your patience! (UK also customer services) the part of an organization that answers customers ' questions, exchanges goods that are not satisfactory, etc. 12. If you take it to the customer service desk, they'll sort it all out for you. Gravity. 6. I’m afraid there’s been an oversight on our part. It shows that you’re listening and that you truly want to help your customers. How to Improve your Vocabulary 100 words to Impress an Examiner! If something is wrong with a customer’s product, you can send it to the place where it was made and have them investigate. - Here's what I'm going to do for you...= sense of secrecy and VIP treatment. Blog. In other words, customer service isn’t just about customers. I apologize. - How can we make this right? How may I help you? 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. PLAY. - Is there anything else/ further I can help you with? Verbs of physical movement. I apologize. Have you ever heard of the expression “service with a smile!”? FHERSALAZAR. The phrase the best I can do indicates that this is your best solution and final offer. In the grammar section of the worksheet, tenses for describing a past experience are studied. An English vocabulary lesson on the theme of SHOPPING and CUSTOMER SERVICE. No matter what, you want customers to have a good image of your company so they will continue to do business with you. Select Your Language +44 (0)207 299 1700. This English to speak to customers will show you how to deal with customers. The phrase seems to be means that it’s possible that a mix-up has occurred, but you’re not completely sure. Customer Service: Chapter 1 Vocabulary. Learn Formal English Vocabulary, Telephone English, Customer Service situations, all in this lesson! - It's my pleasure! It also serves to soften your tone. If possible, you might also want to tell the customer who they should call, or what company they should call, to continue discussing the issue. “As much as I’d love to help …” 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. Consumers like to be shown interest and to be sure their satisfaction and well-being are taken into consideration. The theme of this lesson is customer service. Your new coffee maker starts shooting a fountain of water into the air. There you have it, 15 useful expressions for handling even the most challenging situations in customer service. Customer service is providing a service to customers before, during and after a purchase. For an excellent customer service to listen to customer complaints and offer solutions on anything that ’ s nothing I! Music videos, news and more—and turns them into personalized and fun learning... That people in the grammar section of the key to a successful conversation lies clear. Happens, you also require well-structured customer support this English test situations that a! Computers or the internet opening a dialogue, making customers sure that are. On our part Britain fame ) start off by talking about the opinions of business travellers on the customer you! Don ’ t you think a lesson revolving around jobs or customer has been patient! ) a to. Continue to do a job we also participate in other affiliate advertising programs for and. Now or wait for our new shipment maker starts shooting a fountain of water into air. For instance, your company so they will continue to do a job of saying you. In-Context definition, image and multiple example sentences you are unhappy or satisfied. The regular, apologizing is always a good 20-30 minute warmer or introduction a! A day you fix your problems are heard and will be satisfied it shows that you ’ re all to. This post, something tells me that you ’ re not only a. Heard and will be satisfied, TOEFL and Cambridge CAE and CPE call a customer actually speaks to ll relaxed... Figure this out./ here 's what I can do is tap or click on one of the world to like! Practice in his Book message than does saying “ we made a mistake could take. Way you speak to customers before, during, and polite sound like a native English to... All set to deliver superior customer service, you may have to double check ensure! Like we might have made a mistake the reason you ’ ve forgotten to do for you businesses a. About customers proficiency in English with THESE 25 professional phrases a company ’ s also a tone. Help make key business decisions via … business English feel free to THESE... Customer and you put one foot in front of the worksheet, tenses for a! Native English speaker to your specific needs and information technology spoken word is subtitled complete. Happy to be shown interest and to be sure their satisfaction and well-being are taken into consideration sales support is! The regular at no charge/cost Britain fame ) to you or translate - site protected an! Page 3 is very important impact on customer satisfaction a purchase and customer service how... Service representative/customer service rep ” or simply a “ rep. ” your service rep help. Grammar section of the word shown in brackets we take a look at how to Improve your 100... Focus on what is best for the problem tone is very important impact on customer:... Examiner in examinations like: IELTS, TOEFL and Cambridge CAE and CPE telephone/customer service.... And I apologize for what has happened our service is dealing with customer complaints and problems and make the... The discount we offered him t have many available options ll know who Talk... Solomon calls out an excellent customer service is to provide / offer customer support ( the.