To pass this unit, please study the 15 vocabulary words below.
- appreciate
- complaint
- courteous
- customer service
- deal with
- defect
- exceed expectations
- loyalty program
- reassure
- recall
- refund
- resolve
- retain
- satisfied
- treat
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to be grateful or to recognize that something is good
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"Thank you for your comments, we appreciate all feedback."
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a statement that something is wrong or not satisfactory
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"I made a complaint about the sales rep and the manager apologized for him."
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polite and showing respect
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"She was very courteous when we spoke with her."
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assisting the shopper with their questions and concerns
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"I phoned the customer service helpline and spoke with a very helpful man."
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to handle something or take care of something
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"We need to deal with this problem immediately."
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a problem or fault
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"The technician repaired the defect in the phone."
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to be better than someone expects or than is required
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"A good company meets their customers' expectations, a great company exceeds expectations."
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a rewards system which gives benefits to customers who often use the same shop
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"Most supermarkets offer loyalty programs to try to encourage shoppers to stay with them."
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to make someone feel better about something
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"I had a few concerns but the salesman reassured me that I had made the right choice."
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to ask people to return a faulty product
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"The product was recalled after it turned out that it could be dangerous."
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to return purchased goods in exchange for one's money back
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"It is store policy that we will give refunds on any product you are not happy with."
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to find the solution to
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"When a customer has a problem, it should be resolved as soon as possible."
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to keep or to continue to have
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"The company has a problem retaining staff so they need to change their approach to management."
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pleased because you have what you want or that something happened in the way you wanted
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"I am very satisfied with the new phone. It is much better than my old one."
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to behave towards someone in a particular way
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"She resigned from her job because her manager treated her badly."