Customer

Service
Vocabulary
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.
customer service
representative/customer service rep:

A customer service representative is

someone whose job is to provide customer
service.
Types of Customer Service:
face-to-face customer service
over-the-phone customer
service
over-the-phone customer service:

Over-the-phone customer service is when
customers are helped over the phone.
People with over-the-phone customer service
positions don’t usually meet with customers in
person.

Since Sally has an over-the-phone customer
service position, she doesn’t have to wear
formal clothes. She never has to meet
customers in person.
face-to-face customer service:

Face-to-face customer service is when
customers are helped in person.

I’ve had different types of customer
service positions, but I prefer face-to-
face customer service. I like being able
to help customers who are physically
present.
technical support/tech support:

Technical support is customer service
provided to users of technology.

We’re having problems with our internet
connection. I’m going to call technical
support to see if they can help.
product sales support:

Product sales support is a type of customer
service that involves answering customers’
questions about the products and services
that a company offers. Products sale support
involves helping customers choose the
correct product or service for their needs.

If you aren’t sure which software program is
correct, why don’t you call product sales
support and ask them your questions?
Outsourcing:

Outsourcing refers to purchasing
goods or services from an outside
supplier.

Outsourcing helps many companies
cut costs.
call center:

A call center is a place where a high
volume of phone calls is handled.
Call centers can be part of
a company or outsourced.

The new call center will be able to
handle thousands of calls per day.
customer base:

Customer base refers to all the
customers a company sells
products/services to.

Our goal is to provide excellent service
to our entire customer base, not just our
biggest customers.
customer loyalty:

Customer loyalty is when a customer
continues to buy from a supplier instead
of from competitors.

We offer a great product and back it up
with the best service in the industry.
Because of this, we have been able to
achieve customer loyalty.
automated customer service:

Automated customer service is when
customer service is handled by an
automatic process, such as a recorded
phone message.

Even though it’s cheaper, we decided not
to offer automated customer service.
customer service training:

Customer service training is the training a
company gives their customer service
representatives.

As part of our customer service training,
we learned listening skills, empathy,
problem solving, and friendliness.
Customer service verbs:
Resolve (the problem) Guarantee (quality)
Deal with (complaints) Provide (a refund)

Accept (an apology) Handle (an issue)

Make (mistakes) Offer (compensation)

Request (a refund) Ensure (standards)

Demand (an explanation)

Insist (on seeing the
manager)
 USEFUL LANGUAGE - COMPLAINING
Making the complaint

 I’m ringing to complain about…
 I’m sorry, but I’m not satisfied with…
 Unfortunately, there’s a problem with…
 I am very dissatisfied with the service I
received
Insisting

 It really isn’t good enough

 I’d like to know why…
 I’d like an explanation for…
Threatening

 If you don’t replace the product, I’ll

complain to the manager
 If you can’t deliver on time, we’ll
have to contact other suppliers
 Useful Language – Dealing with
Complaints
Showing understanding

 I’m sorry to hear that.

 Yes, I see what you mean
 I apologize for…
 I understand your upset about
Getting the facts

 Could you give me some

details, please?
 What happened exactly?
 What seems to be the
problem?
Making Excuses

 It’s not our policy to replace items
 It’s not our fault that it hasn’t arrived
 I’m afraid that’s not quite right
 I’m sorry, there’s nothing I can do
Promising action

 Ok, I’ll look into it right away

 I’ll check the details and get back
to you