Unit 7 - Customer Service | Exercises and Flashcards

Unit 7, Business Partner B1 - Exercises and Flashcards

These exercises focus on Unit 7, Business Partner B1

Wordlist for Unit 7, Business Partner B1

Word	Example	Definition
experienced	Having knowledge or skill from practical exposure	She is an experienced teacher
well-trained	Adequately instructed or skilled through training	The team is well-trained for emergencies
competent	Capable and proficient in performing a task	He is a competent chef in the kitchen
VIP	Very Important Person, often receiving special treatment	VIP guests have special privileges
premium	Of superior quality or value	We offer premium quality products
exclusive treatment	Special and unique care or attention	Customers receive exclusive treatment at the spa
apologize	Expressing regret or saying sorry	I apologize for the inconvenience
complain	Expressing dissatisfaction or grievances	If you have a problem, don't hesitate to complain
empathise	Understanding and sharing the feelings of others	It's important to empathise with others' feelings
satisfy	To fulfill or meet expectations or needs	Our goal is to satisfy our customers
anxiety	A feeling of unease or worry	Deep breathing can help manage anxiety
assistance	Help or support provided	Can I offer you any assistance?
confidence	Self-assurance and belief in one's abilities	Practice will boost your confidence in public speaking
demand	A formal request or requirement	There is a high demand for the new product
handling	Managing or dealing with a situation	She is skilled at handling difficult situations
upset	Disturbed or emotionally agitated	I'm sorry if my words made you upset
exclusive goods	Products available only to a select group	The boutique offers exclusive goods
loyalty card	A card offering rewards or benefits for repeat patronage	Customers with a loyalty card enjoy discounts
personalisation	Tailoring something to individual preferences	Personalisation makes the service more tailored to you
priority service	A service that gives precedence to certain customers	VIP members receive priority service
resolve an issue	To find a solution to a problem or concern	Let's work together to resolve this issue
reason for	The cause or justification behind something	What is the reason for your absence?
generate ideas	To produce or come up with creative thoughts	Let's sit down and generate some ideas for the project
share	To give a portion of something to others	Feel free to share your thoughts with the team
brainstorm	A group process for generating creative ideas	We can brainstorm creative solutions to the problem
use a notebook	To record thoughts, ideas, or information in a notebook	It's helpful to use a notebook to jot down important points
mind mapping	A visual technique for organizing and representing information	Mind mapping can organize your thoughts visually
roleplay	Acting out a scenario to simulate real-life situations	Let's roleplay to practice our communication skills
visualisation	Creating mental images to enhance understanding or achieve goals	Visualisation can enhance your performance in sports
play devil's advocate	To argue against a certain position for the sake of discussion	It's good to occasionally play devil's advocate in discussions
basically	In a fundamental or essential manner	Basically, the main idea is to improve customer satisfaction
come up with	To devise or think of something	Let's come up with a plan for the upcoming event
appreciate	To recognize the value or significance of something	I appreciate your hard work on this project
definitely	Without a doubt; certainly	I will definitely attend the meeting tomorrow
helpful	Providing assistance or support	The instructions were helpful in solving the problem
recommended	Suggested or endorsed as being suitable	The book comes highly recommended by many readers
replace	To take the place of something or someone	We need to replace the old equipment with new ones
smoothly	In a manner that is even and without interruption	The project is progressing smoothly
wanted	Desired or sought after	She wanted to learn a new skill, so she enrolled in a course

Illustration of Unit 7 - Customer Service

FAQ

How can I handle an upset customer effectively?

Remain calm, listen actively, empathize with their concerns, and offer a solution. Apologize sincerely if needed and ensure follow-up if the issue isn’t immediately resolved.

What is the importance of personalisation in customer service?

Personalisation makes customers feel valued by tailoring products, services, or communication to their preferences. This enhances satisfaction and loyalty.

What should I do if a customer complains about a product or service?

Acknowledge their complaint, apologize if necessary, and provide a clear solution or alternative. Keep communication respectful and ensure the issue is resolved promptly.

How do loyalty cards benefit businesses?

Loyalty cards encourage repeat purchases by rewarding customers with points, discounts, or exclusive perks, fostering long-term relationships.

Why is empathy important in customer service?

Empathy helps customers feel understood and valued, reducing tension in difficult situations and improving the overall experience.

What is priority service, and why do customers demand it?

Priority service gives customers faster, more personalized attention. It’s often in demand because it saves time and offers a premium experience.

How can roleplay improve customer service skills?

Roleplaying allows employees to practice handling real-life scenarios, building confidence and improving problem-solving, communication, and empathy.

What’s the best way to resolve an issue quickly?

Identify the problem clearly, communicate effectively with the customer, and take immediate action to implement a solution. Follow up to ensure satisfaction.

Why is confidence important in customer service?

Confident employees build trust with customers, reassuring them that their concerns are being handled by capable individuals.