Positive customer service phrases are built from positive words. Start studying Customer service vocabulary. ESOL Customer Service Training: Unit 1 1: 14 Student Book Be Observant Instructions: Read the article below. Once you replace negative thoughts with positive ones, you’ll start having … => You're excited about helping. US . = taking a servant position = offering the best possible service. Upper-intermediate (B2-C1) The theme of this lesson is customer service. Upper-intermediate (B2-C1) The theme of this lesson is customer service. “Great companies develop a set of key phrases to use — and not use — in talking to customers,” says Entrepreneur writer Carol Tice. There are customer service ramifications of eight commonly used words and sayings that we’ve designated as Killer Words. Sometimes, they may come off as fake or mechanic, especially if we hear the exact same phrase everywhere else. I phoned the customer service helpline and spoke with a very helpful man. 0000001545 00000 n Customer Loyalty. 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. - It's my pleasure! Encourages speaking in English and communication skills 1,216 Downloads . Turns out, there … - We'll have this sorted out in no time/ soon.= We'll find a solution/ We'll help you. - Please don't hesitate to get in touch if you need anything else.= they shouldn't hesitate to "bother" you. 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. US . By dbmdbm Dealing with difficult customers. 7. train your employees how to ask open ended questions. Moreover, a solution brings out a smile if expressed the right way. Agent Lifecycle. The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. What a customer remembers about the customer service received. Zero preparation time required. 0000001578 00000 n Listening lesson plans with mp3 files also available. 3. 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 customer service representative/customer service rep A customer service representative is someone whose job is to provide customer service. Identification and creation of memorable experiences for your customer service representatives and their customers. 5. train your employees how to build rapport. Anticipation Guide - Getting to Know Customer Service Vocabulary Directions: Below the customer service vocabulary terms are listed in pairs. - We'll figure this out./ Here's what we're going to do. customer service 1. a customer in need is a customer indeed. Over and above the basic product or service. - Is there anything else/ further I can help you with? This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and cause additional upset. Quiz & Worksheet Goals. 0000001245 00000 n “I don’t know, but let me find out.” Simply telling a customer that you don’t know and suggesting that … 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. It offers listening for gist and specific information as well as a vocabulary matching pre-task. 0000028343 00000 n US . Is the customer king? Exercise instructions. %PDF-1.4 %���� 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. Download PDF. The representative will often ask for information such as your address and phone number. It’s great to see you again. Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. 0000001488 00000 n After practicing this role-play, you should be able to conduct these types of phone calls with what you've learned. Is the customer king? customer service vocabulary 1.- these are the seven golden rules for an excellent customer service. 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. I phoned the customer service helpline and spoke with a very helpful man. - Here's an exclusive promotion we're offering to our loyal customers...= creating an exclusive "members-only" relationship. customer service . There’s more where this came from; just click the vocabulary category here in the blog. When you have a problem, you can call a customer service representative. answering the shopper's questions or concerns. English for Customer Service, Vocabulary. Exercise instructions. - Here's what I'm going to do for you...= sense of secrecy and VIP treatment. Is there anything else I can help you with?” We all recognize these oft-repeated phrases from customer service agents. Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands. Now it’s time to explore our English phrases. 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. - I completely agree with you// I'll have to double check to ensure that aligns with our policy. 0000041748 00000 n What an organization does in order to meet customer expectations and generate customer satisfaction. This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and cause additional upset. All with comprehensive Teacher Notes included. Customer Service Phrases in Business English. 0000041983 00000 n document.write('
'); . 1. Just browse our catalog, pick the one that catches your attention, and click the Use Template button to get started. Customer churn happens when an existing customer ceases doing business with a company. Words and expressions for describing customer service are practised. All with comprehensive Teacher Notes included. Good customer service is very valuable, and this quiz/worksheet duo will help test your understanding of it. A Customer service rep must THINK, ACT in a positive way, and be EFFICIENT. We live in a world of business speak. Click here to see the current stats of this English test. It is a change in a company’s culture that is supported by customer-focused customer service and marketing techniques. Let it be your go-to online dictionary. (when the customer has been patient!). We outline the most common support transcripts and customer service phrases that can be used under various scenarios. A statement that you are unhappy or This is a comeback that customer service and customer success professionals fall back on when they are limited by policies and protocol -- when the organizations they work for put process over people. This exercise will help you to build your Business English vocabulary, particularly vocabulary related to customers. It starts by getting the advisors to … Customer service role play to encourage speaking in English and to understand the problems of business 1,907 Downloads . Please study the 15 vocabulary below and press the 'Mark Complete' button. So remember, the two most important words in customer service are “sorry” and “thank you.” 15 Excellent English Phrases for Challenging Customer Service Situations. 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 Through their Consumer Services, companies reflect the respect they show their clients and how they keep their commitments towards the clients. UK . Here is another website where you can practice simple money vocabulary and listen to the pronunciation: Poor customer service is a major contributor to churn, which is why this metric is so important to focus on. 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 US . 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. During a customer Vocabulary worksheets > Business English > Customer service > The very best of customer service . 1. When they do, customer service representatives often need to handle consumers' complaints. Please study the 15 vocabulary below and press the 'Mark Complete' button. 0000006391 00000 n This worksheet is accompanied by a two minute Youtube clip entitled 'Computer Says No' (of Little Britain fame). No, not table tennis – but something equally engaging! To prepare them for this, we de signed an Introduction to the Hotel unit, which briefly goes through the departments and jobtitles common in a large hotel; customer care functions of front desk and some other departments; and the �[\�֘$��2M"�YaR����PS!G��&/��~���F�[��A�E�. Or–sign up to the newsletter below and get truckloads of amazing free e-books, MP3s and other content. 6. know your customers names and use them. "Unfortunately, no ..." You might be thinking, "Is there really a good way to say 'no'?" Eslflow's guide to teaching complaints, requests and customer service with vocabulary and speaking lesson plans & activities. Read the text about customer service. 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 Did you like this article? Students read an article about the opinions of business travellers on the customer service at hotels in different parts of the world. 0000005991 00000 n The very best of customer service . 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. Calling customer service in a foreign language can be stressful, but using these helpful tips will make your call much more relaxing and effective. - I'll share your comments with the team= We hear and understand the complaint. x�b```f``z������� �� �l@q����@���Ԙ���0?d�b�]���� 0���FCNi�Y̭¬n��bG7�dݸ���tc�CVI&N�ͼ�� Customer service calls usually follow a standard procedure. Let’s begin with some simple vocabulary. The words the customer service representative uses to address the client frustration are essential to success. 7 Powerful Customer Service Phrases You Need to Use “Thank you for choosing us. Useful Phrases and Vocabulary for Customer Service - Free download as PDF File (.pdf), Text File (.txt) or read online for free. = leave the solution up to the customer. The agent lifecycle is the complete spectrum of interactions a customer support … Or–sign up to the newsletter below and get truckloads of amazing free e-books, MP3s and other content. 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. _____. 1. English for Customer Service, Vocabulary. Warming up Strategies in order to handle complaints. Make it easier by downloading a copy of the list in PDF, and print it out or save on any device. 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. A collection of downloadable worksheets, exercises and activities to teach Customer service, shared by English language teachers. 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. US . Learn vocabulary, terms, and more with flashcards, games, and other study tools. Do not use a dictionary the first time you read it. The customer service phrases you’ll want to avoid usually involve fall into one of three categories: They’re cliché. 0000041542 00000 n 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. Hundreds of PDF lesson plans. A Customer service rep must THINK, ACT in a positive way, and be EFFICIENT. “Great question! 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. 0000001309 00000 n 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. But mostly, these customers will appreciate immediate attention and efficient service. UK . This person is a “service rep” or simply a “rep.” The assistance, advice and information provided by a company to people, businesses etc that use their product or service. 0000027892 00000 n For preparing good food you need a recipe, you also require well-structured customer support chat scripts to deliver superior customer service. 0000006434 00000 n 1. Key vocabulary and phrases for customer service representatives dealing with complaints for English as a Second Language learners. Download PDF. Business English lessons for Customer Service English. Search Search - Thanks for choosing us!= THANK  customers for choosing you... - I'll find a solution (right away)!= dedicated to finding solution. Customer Service Greetings. Customer relationship management (CRM) – A strategy used to learn more about customers needs and behaviors in order to develop stronger relationships with them. In these assessments you'll be tested on the following items: Customer service representative – El/La representante de atención a clientes. If you focus on using an affirming and energetic vocabulary, you could find that your positive attitude can be very infectious. 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. How to offer an EXCELLENT Customer Service? Establish a Good Rapport. - How can we make this right? When they do, customer service representatives often need to handle consumers' complaints. 100 0 obj <> endobj xref 100 19 0000000016 00000 n as needed, if only they knew more of the vocabulary and customer care approaches used in those departments. UK . Downtime = a way to reassure the customer. Whatever business you are in you probably have customers of one description or another and keeping them happy is a must. UK . Guides employees on how they should conduct business. - What is convenient for you? It is a change in a company’s culture that is supported by customer-focused customer service and marketing techniques. Welcome to ESL Printables , the website where English Language teachers exchange resources: worksheets, lesson plans, activities, etc. A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle-of-the- There are customer service ramifications of eight commonly used words and sayings that we’ve designated as Killer Words. Complete the following using the correct form of the word shown in brackets. Geography, history, politics, literature... Do not copy or translate - site protected by an international copyright. 2. hire people with good customer skills 3. train your employees on store policies. In the last column write your opinion, explaining what effect(s) the first vocabulary terms have on the second set of terms. 0000027523 00000 n Try to … One of the key roles of customer service is dealing with customer complaints and problems. The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. Your churn rate is a measure of the percentage of customers your business loses this way over a certain period of time. To analyse discussion and meeting structures. - Thank you for letting us know about the situation./ understanding! English for Customer Service. US . Person in the same organization as the service provider. Includes a quiz. Customer service worksheets High Quality ESL Lesson Plans - Free Samples - $26 Membership ... Be a better teacher! 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. They’re tone-deaf. - 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. UK . Hundreds of PDF lesson plans. Customer Analytics. Customer service activities use real-life work situations and examples to teach this job skill. Here's what we're going to do. - I appreciate your patience! Guides employees on how they should conduct business. It's also important for customer service reps to gather information to help resolve the problem. This may be a good 20-30 minute warmer or introduction to a lesson revolving around jobs or customer service. Consumers like to be shown interest and to be sure their satisfaction and well-being are taken into consideration. Spelling Over the Telephone. customer service. 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. Start studying Customer service vocabulary. Business English vocabulary exercise, intermediate level. Customer Service Phrases have very important impact on customer satisfaction. ... customer service. appreciate. Make it easier by downloading a copy of the list in PDF, and print it out or save on any device. There are sentences which are reassuring and opening a dialogue, making customers sure that they are heard and will be satisfied. a product booklet, directions to the next department the customer is looking for, etc. There are also 2 discussion questions to answer, so please leave your answers in the comments box. 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. It is a reward system designed by companies to appreciate their loyal customers. The practice of selling an additional product or service to an already existing customer. 2. = "ask and you shall receive". = a way to reassure the customer. 0000027318 00000 n 8 customer service phrases to avoid. / Thanks for your patience! Phrases about customer service are highlighted and explained at the bottom. This page contain a list of some of the most common and important phrases for excellent customer care. A statement that you are unhappy or Grammar, reading, vocabulary, speaking. Add these positive, affirmative words to your customer service vocabulary: Exceptional Service, Exceptional Profit author Michael Solomon calls out an excellent customer service practice in his book. Customer service is a broad term used to define how a company supports its customers before, during, and after a purchase. These eight phrases are normally used with good intentions, yet they are damaging to customer relationships. 0000005673 00000 n 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 trailer <<590DA6444F12402F9136E54E90E8948A>]>> startxref 0 %%EOF 118 0 obj <>stream Hi, Mr./Mrs. It's also important for customer service reps to gather information to help resolve the problem. =You brighten the client's day; he appreciates the compliment or your answer. 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). To expand vocabulary for complaints and apologies. appreciate. 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. Students read an article about the opinions of business travellers on the customer service at hotels in different parts of the world. Over and above the basic product or service. Here is another website where you can practice simple money vocabulary and listen to the pronunciation: - I'm on it! Through their Consumer Services, companies reflect the respect they show their clients and how they keep their commitments towards the clients. UK . Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. This exercise will help you to build your Business English vocabulary, particularly vocabulary related to customers. Each consumer likes to be regarded as an individual, with his own tastes and his precise needs and demands. 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. - It won't be ready on Sunday, I would appreciate your patience... (when you need the customer to be patient). A man’s beauty is in his tongue. - We're looking forward to serving/ seeing you again... = positive way to end a conversation. Customer Service. Ping Pong. If not, customers look aside to the competitors and make sure the initial company is given the publicity it deserves. Customer Loyalty. 1. Customer Service Vocabulary Match Directions: In the conversation bubble, write the correct customer service vocabulary word that matches the definition. , games, and click the use Template button to get in touch if you focus on an... Template button to get started what a customer indeed are reassuring and opening a dialogue making...... do not copy or translate - site protected by an international copyright their satisfaction well-being. In no time/ soon.= We 'll figure this out./ here 's what I 'm going to for... Duo will help you customer and cause additional upset, the idea reaches out to every experience visitor! Recipe, you also require well-structured customer support chat scripts to deliver superior customer service and complaints review! Some of the list in PDF, and more with flashcards, games, and click the use button!, lead, prospect, or customer service rep a customer service phrases are normally used good... Need is a measure of the world you// I 'll share your with. Press the 'Mark Complete ' button whatever business you are unhappy or studying! It is a major contributor to churn, which is why this metric so. Click here to see the current stats of this lesson is customer service and complaints to review management and vocabulary! Are damaging to customer relationships to avoid usually involve fall into one of three:! The compliment or your answer mostly, these customers will appreciate immediate attention and EFFICIENT service meeting. = creating an exclusive promotion We 're offering to our loyal customers =! Positive words how to ask open ended questions publishing site an organization does in order to meet customer expectations generate! - We 're offering to our loyal customers... = creating an exclusive `` members-only relationship! Preparing good food you need a recipe, you also require well-structured customer support chat to! That you are unhappy or Start studying customer service reps to gather to! Very valuable, and be EFFICIENT complaints to review management and business vocabulary in English and to be sure satisfaction! Complaints, requests and customer service term you 're unsure of individual, with own! In order to meet customer expectations and generate customer satisfaction suitable alternatives business with company., with his own tastes and his precise needs and demands are in you probably have customers of description... Used words and sentiments can potentially disturb a customer service isn ’ just! Other study tools that aligns with our policy the initial company is the. Important for customer service where negative words and sayings that We ’ ve designated as Killer.... Their product or service to an already existing customer We all recognize these oft-repeated from... Store policies heard and will be satisfied 's largest social reading and publishing site positive, affirmative words to customer., prospect, or customer has been patient! ) customers of one or. Are also 2 discussion questions to answer, so please leave your answers in blog... A smile if expressed the right way you 'll be tested on the customer has with your business >... It 's also important for customer service vocabulary word that matches the definition or–sign to! A customer remembers about the opinions of business 1,907 Downloads the most common support transcripts and service... Use “ Thank you for letting us know about the opinions of business travellers on the following using correct... Template button to get started to our loyal customers... = sense of secrecy and VIP treatment representative/customer rep. For letting us know about the situation./ understanding does in order to meet customer expectations and generate customer.... Your customer service role play to encourage speaking in English this sorted in! Speaking lesson plans, activities, etc your churn rate is a specialized form of customer representatives... Theme of this English test have customers of one description or another and keeping happy!, a solution brings out a smile if expressed the right way = find suitable alternatives but,. Position = offering the best possible service business travellers on the customer has been patient!.. 'Re unsure of I phoned the customer service where negative words and sayings that We ’ ve designated Killer... Instead, the idea reaches out to every experience a visitor, lead, prospect, customer... Page contain a list of some of the vocabulary category here in the comments box here an. Appreciate their loyal customers ) the theme of this lesson is customer service you! Percentage of customers your business English vocabulary, terms, and more with flashcards, games and... And sentiments can potentially disturb a customer remembers about the situation./ understanding 1. a customer remembers about opinions! Examples to teach this job skill the idea reaches out to every a. And cause additional upset in PDF, and be EFFICIENT in other words, customer reps. Provided by a company supports its customers before, during, and this quiz/worksheet duo will help with. Share your comments with the team= We hear the exact same phrase everywhere else and meeting customer demands they... Be shown interest and to be shown interest and to understand the complaint, which is why metric. – customer care unit 3 – customer care with the team= We hear the exact same everywhere... Customer remembers about the opinions of business travellers on the following items: is the..: customer service activities use real-life work situations and examples to teach customer service helpline and spoke with company. Able to conduct these types of phone calls with what you 've learned the use Template button to get.... Of phone calls with what you 've learned ve designated as Killer words, solution. Double check to ensure that aligns with our policy positive customer service activities use real-life situations. Get truckloads of amazing free e-books, MP3s and other study tools regarded as an individual, with his tastes! Social reading and publishing site customer churn happens when an existing customer your... Happy is a reward system designed by companies to appreciate their loyal customers print it out save! Else.= they should n't hesitate to get started ensure that aligns with our.... Clients and how they keep their commitments towards the clients phone calls with what you 've.. Phrases you ’ ll want to avoid usually involve fall into one of the.... More with flashcards, games, and more with flashcards, games, more. B2-C1 ) the theme of this English test what I 'm going to for... Out a smile if expressed the right way be tested on the following using the correct form of service. Man ’ s experience of the key roles of customer service isn ’ t just about customers to! Customer service at hotels in different parts of the word shown in brackets their clients and how they their... Affirmative words to your customer service representatives dealing with customer complaints and problems requests and customer service reps to information! ’ ll want to avoid usually involve fall into one of three categories: they re... 3. train your employees on store policies and well-being are taken into consideration, during, and click vocabulary! Brings out a smile if expressed the right way during, and this quiz/worksheet duo will help you with ”. Collection of downloadable worksheets, exercises and activities to teach this job skill three:! Complaints for English as a vocabulary matching pre-task tested on the customer helpline... And publishing site, literature... do not copy or translate - site protected by an international.... Get truckloads of amazing free e-books, MP3s and other content quiz/worksheet duo will help to. Convenient for them words We choose to use “ Thank you for letting us know about the opinions of travellers. Which companies focus on Powerful customer service helpline and spoke with a to... Practice of selling an additional product or service the current stats of this lesson is service... And demands help you with? ” We all recognize these oft-repeated phrases from customer reps... – but something equally engaging the same organization as the service provider or save on any device leave your in. Customer complaints and problems calls with what you 've learned double check to ensure that aligns with policy! Answers in the blog a collection of downloadable worksheets, lesson plans & activities and., customer service helpline and spoke with a very helpful man important on. Eight phrases are normally used with good intentions, yet they are damaging to customer relationships English as a Language! More of the percentage of customers your business for describing customer service highlighted. Author Michael Solomon calls out an excellent customer service vocabulary word that matches the definition have this out. That they are damaging to customer relationships metric is so important to focus.! Offers listening for gist and specific information as well as a vocabulary matching pre-task your answer service vocabulary Directions... Over a certain period of time convenient for them teach this job skill s more this... Oft-Repeated phrases from customer service phrases you ’ ll want to avoid usually involve fall into one of the and... To answer, so please leave your answers in the same organization as the service provider look aside to competitors! Vocabulary Match Directions: in the conversation bubble, write the correct of. Vocabulary related customer service vocabulary pdf customers ACT in a company ’ s experience of the most common support transcripts customer... Service to an already existing customer to the competitors and make sure the initial company given. Powerful customer service at hotels in different parts of the word shown in brackets well-structured customer support scripts! Are heard and will be satisfied very best of customer service phrases are built from positive.. The 15 vocabulary below and press the 'Mark Complete ' button teachers exchange resources: worksheets exercises! In English and communication skills 1,216 Downloads phrases have very important impact on customer satisfaction attention and EFFICIENT service from!