Unit 5

Word

Definition

Example

apologize

to tell someone that you are sorry that you have done something wrong

I do apologize for the problems.

communication channels 

a medium through which a message is transmitted to its intended audience, such as print media or broadcast (electronic) media

Companies must make sure that their communication channels are connected.

compare 

to consider two or more things or people, in order to show how they are similar or different

It's easier to compare prices and products online.

compensation

money paid to someone because they have suffered injury or loss, or because something they own has been damaged

I didn't get my money back for the holiday, but I received a compensation cheque for €200.

credit voucher 

a document given to a customer who is owed money, for example because they have returned goods

The credit voucher is valid for 12 months, and you can use it in any of our stores.

customer experience 

the entirety of the interactions a customer has with a company and its products

It gives companies more opportunity to get feedback on the customer experience.

customer loyalty 

the fact that people choose to use a particular shop or buy one particular product, rather than use other shops or buy products made by other companies

We want out customers to keep using our service. Customer loyalty is very important to our success.

Customer Support 

help and advice that a company makes available to customers when they have bought something

You can call our Customer Support number 24 hours a day.

deal with 

to take the necessary action, especially in order to solve a problem

When dealing with a complaint, never say 'it's not our fault'.

discount 

a reduction in the usual price of something

We can offer you a 15% discount if you pay today.

encourage 

to give someone the courage or confidence to do something

We lost a lot of business to our competitors last year, so this year we are working hard to encourage customer loyalty.

exchange 

to give someone something and receive the same kind of thing from them at the same time

It's difficult to exchange items when you buy online.

explain the issue 

to tell someone about something in a way that is clear or easy to understand

Customer Services had no record of my email, so I had to explain the issue again.

get feedback 

to receive an advice or criticism about products or ideas for new products. Employees or the public usually give this kind of feedback to a company's managers

We like to get feedback on the customer experience.

give somebody their money back 

to return somebody's money

If you return it within 14 days, we'll give you your money back.

have a query 

to ask a question that you ask to get information, or to check that something is true or correct

Communication is now easier for customers who have a query about a product or order.

inconvenience 

problems caused by something which annoy or affect you

We're sorry for the inconvenience.

make a complaint 

complain formally to someone

The customer made a complaint as the product didn't work.

multi-channel 

a true multi-channel strategy covers purchases from a store, purchases from a website, telephone ordering, mail orders, interactive television, catalog ordering and comparison shopping sites.

Multi-channel customer service provides customers with many communication options.

needs 

what someone needs to have in order to live a normal healthy comfortable life

It's important to understand your customers' needs.

nominate

to officially suggest someone or something for an important position, duty, or prize

Customers who have had excellent service can nominate the staff member for an award.

offer a solution 

to offer a way of solving a problem or dealing with a difficult situation

They can't offer a solution to the problem.

on hold 

waiting to be connected while making a telephone call

I spent 30 minutes on hold waiting for somebody to answer.

online chat 

any kind of communication over the Internet that offers a real-time transmission of text messages from sender to receiver

You can use our online chat service to talk to a customer service rep on our website.

option 

a choice you can make in a particular situation

There are many options for how to contact the company.

online retailer 

retailer that sells his or her retailed goods online

Online retailers offer the cheapest products.

participate 

to take part in an activity or event

What are the possible benefits for a company that decides to participate in the awards?

purchase 

something you buy, or the act of buying it

In the package there was a £10 credit voucher for my next purchase on the site.

put somebody on hold 

to temporarily suspend one's telephone call by putting it into an electronic hold, typically while the caller waits to beconnected to someone

They put you on hold and you have to wait a long time.

receipt

a piece of paper that you are given which shows that you have paid for something

Do you still have the receipt?

recognize 

to officially and publicly thank someone for something they have done, by giving them a special honour

The award recognizes the best examples of customer service.

record 

information about something that is written down or stored on computer, film etc so that it can be looked at in the future

They have no record of the email that I sent.

refund 

an amount of money that is given back to you if you are not satisfied with the goods or services that you have paid for

I asked for a refund, but they refused.

repair 

to fix something that is damaged, broken, split, or not working properly

We can't repair it, but we will send you another one.

replacement 

when you get something that is newer or better than the one you had before

Bring the computer back, and we'll give you a replacement to take home today.

reply 

something that is said, written, or done as a way of replying

If there isn't a quick reply, customers try the online chat.

report a problem 

to complain about someone to people in authority

Communication is now easier for customers who want to report a problem.

respond 

to do something as a reaction to something that has been said or done

I sent them an email but they didn't respond.

response time 

the length of time taken for a person or system to react to a given stimulus or event

Customers today do not want to wait, so companies must improve their response times.

return 

to give or send something back, or to put something back in its place

Can you return the other book to us?

satisfy 

to make someone feel pleased by doing what they want

Employees work hard to satisfy the customer.

second-hand 

if you get something second hand, it is not new and has been used by other people before

I often buy second-hand products.

Technical Support 

the department of a company that provides help with using computers

They just gave me the phone number of the Technical Support hotline.

valid 

a valid ticket, document, or agreement is legally or officially acceptable

The voucher is valid for 12 months.