Customer Service Vocabulary

1. Study the following vocabulary.

VOCABULARY DEFINITION SENTENCES

customer A customer service Our

service representative is someone
customer service
representative/cu whose job is to provide
representatives are
s tomer service customer service.
trained to handle
rep (noun)
questions about our
entire product line.

over-the- Over-the-phone Since she has an

phone customer service is over-the-phone customer
when customers service position, she
customer service
are helped over the phone. doesn't have to wear
(noun)
People with over-the- phone formal clothes. She
customer never has to meet the
service positions company's customers in
don't usually meet with person.
customers in person.

face-to- Face-to-face I've had different

face customer service is when types of customer
customers are helped in service positions, but I
customer service
person. prefer face- to-face
(noun)
customer service. I like
being able to help
customers when they are
physically present. I feel
like it's easier to build
relationships in person.
VOCABULARY DEFINITION SENTENCES

techni Technical support is We are having

cal when companies provide problems with the
support/tech customer service to users of internet at our house.
support technology. I'm going to call
(noun) technical support to see
if they can help me fix it.

product Product sales support If you aren't sure

sales is a type of customer service which software program
that involves answering is correct, why don't you
support (noun)
customers' questions about call product sales
the products and services support and ask them
that a company offers. your questions?
Products sales support
involves helping customers
choose the correct product
or service for what they
need.

outsourcin Outsourcing means Outsourcing helps

g
purchasing goods or a lot of companies lower
(noun)
services from an outside their costs.
supplier.

to To outsource means Since

outsource to hire an outside supplier to they
(verb) provide goods or services outsourced their
for a company. customer service
operations, they have
received many
complaints
from
VOCABULARY DEFINITION SENTENCES

customers.

call A call center is a The new call

center place where organizations center will be able to

(noun) handle a large amount of handle thousands of calls

phone calls. Call centers can per day from around the
be part of the company or world.
outsourced to another
company.

customer Customer service Companies teach

service training is what a company certain skills during
gives their customer service customer service
training (noun)
representatives so that they training. Some skills
have the skills and usually covered during
knowledge to do their job. training include listening
skills, empathy, problem
solving, and friendliness.

custo A company's Our goal is to

mer base customer base is all the
(noun) customers the company sells
products and/or services to.
provide excellent service
to our entire customer
base. Some companies
only assist their most
important customers. We
provide the same
excellent service to all of
our customers.
VOCABULARY DEFINITION SENTENCES

Customer loyalty Customer loyalty is when We offer a great product

(noun)
a customer continues to buy and back it up with the
from a supplier instead of best service in the
the supplier's competitors. industry. Because of this,
we have been able to
achieve customer loyalty.

automate Automated customer Even though it's

d customer service is when customer cheaper, we decided not
service is handled by an to offer automated
service (noun)
automatic process, for customer service. When
example a recorded phone our customers call our
message. call center, a real person
picks up the phone.
There is no recorded
message that asks them
to press a number to be
transferred to a certain
department.

In http://www.businessenglishresources.com/31-2/student-section/business-vocabulary/business-
vocabulary-customer-service/