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Downloadable worksheets: COMPLAINTS IN THE SHOP - adjectives - matching Level: elementary Age: 10-17 Downloads: 540   COMPLAINTS IN THE SHOP - adjectives - pictionary Level: elementary Age: 10-17 Downloads: 471   COMPLAINTS IN THE SHOP - verbs - pictionary Level: elementary Age: 10-17 Downloads: 315   The very best of customer service Level: elementary Age: 15-100 Downloads: 192   Job advert and application, vocabulary - with a real advert, key Level: intermediate Age: 14-17 Downloads: 111   VALs Categories of Consumers (with answers) Level: intermediate Age: 14-17 Downloads: 96

BUSINESS ENGLISH CUSTOMER SERVICE VOCABULARY � � 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 2.- CHOOSE THE RIGHT VERB TO COMPLETE THESE SENTENCES: � a) Does your company alwaays keepdealconduct�to your delivery dates? � b) Our customer service department usually meets the needs of customersconducts surveysgets repeat business�to know our customers' opinions � c) I cannot phone you now. I'm meetingdesigningdealing with�complaints � d) We conduct surveysencourage customer loyaltyget repeat business�by giving them free�local calls at the weekend � e) They have a call centre open 24 hours a day to get repeat businessdeal with complaintsoffer a personalized service � f)� Their customers are very satisfied, so they get repeat businessoffer a personalized servicemeet the needs of customers � � � 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 � � � 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. � � 5.- SEARCH FIVE OF THE VERBS IN THE PREVIOUS EXERCISE IN THIS WORDSEARCH: � �