Unit 5

Palabra

Definición

Ejemplo

arrange 

to organize or make plans for something such as a meeting, party, or trip

Can we arrange a date to meet?

bring forward

to change an arrangement so that something happens sooner

Can we bring our meeting forward to Wednesday?

build 

to make something develop or form

They are building two new airports

call centre 

an office where people answer customers' questions, make sales etc by using the telephone rather than by meeting people

All of our call centres are based in the UK.

care 

the process of doing things to keep something in good condition and working correctly

The customer service team deals with customer care.

client 

someone who gets services or advice from a professional person, company, or organization

I have a meeting with a client this afternoon.

complaint 

a statement in which someone complains about something

The call centre deals with customer complaints.

confirm 

to show that something is definitely true, especially by providing more proof

We've confirmed Monday at 10 a.m.

consumer 

someone who buys and uses products and services

Consumers are buying more products online.

convenient 

useful to you because it saves you time, or does not spoil your plans or cause you problems

Let's meet on Tuesday. Is two o'clock convenient?

customer 

someone who buys goods or services from a shop, company etc

The customer is always right.

deliver

to provide or achieve something that other people benefit from

The company delivered the shoes in time for the wedding.

delivery 

the act of bringing goods, letters etc to a particular person or place, or the things that are brought

Note that delivery times may vary during the holiday period.

expect 

to think that something will happen because it seems likely or has been planned

Customers expect an online company to deliver their order on time and in good condition.

expectation 

what you think or hope will happen

We try to go beyond basic customer expectations.

expected 

to think that something will happen because it seems likely or has been planned

What is the expected number of people who will attend the event?

frontline staff 

a manager or supervisor whose job involves meeting or communicating directly with workers

The role of the managers is to support the frontline staff, who can then serve the customers.

go beyond 

to be much better, worse, more serious etc than something else

Don't just meet your customer's expectations. Go beyond them.

guarantee 

to promise to do something or to promise that something will happen

Is it possible to guarantee customer satisfaction?

loyal 

always supporting your friends, principles, country etc

Customers are loyal to a company if they feel valued.

loyalty 

the quality of remaining faithful to your friends, principles, country etc

It's important to build customer loyalty.

move back 

to trasfer in, into, or to the place or position where someone or something was before

We need to move the meeting back to 2 p.m.

principle 

a moral rule or belief about what is right and wrong, that influences how you behave

Making customers happy is a key principle of the company.

produce 

to make, write etc something to be bought, used, or enjoyed by people

This company produces electrical goods.

product 

something that is grown or made in a factory in large quantities, usually in order to be sold

We answer around 1,200 emails per week about our products.

productive 

producing or achieving a lot

I've had a productive week and done everything on my list.

require 

to need something

Whatever you require, we can supply it within 24 hours.

required 

if you are required to do or have something, a law or rule says you must do it or have it

We found the required shoes in a local shop and hand-delivered them to the customer.

requirement 

something that someone needs or asks for

First of all, I need to find out about your requirements. What exactly do you need?

satisfaction 

a feeling of happiness or pleasure because you have achieved something or got what you wanted

Customer satisfaction at Zappos is very high.

satisfied 

feeling that something is as good as it should be, or that something has happened in the way that you want

If you are not 100% satisfied with the item, we will replace it or give you your money back.

satisfy 

if you satisfy someone's needs, demands etc, you provide what they need or want

If you can satisfy your customers' needs, they will keep buying your products.

serve 

to help the customers in a shop, especially by bringing them the things that they want

The role of the managers is to support the frontline staff in the middle, who can then serve the customers.

service

a particular type of help or work that is provided by a business to customers, but not one that involves producing goods

Timpson shops offer a variety of services including shoe repair and key cutting.

trade show 

an event at which many different companies involved in a particular area of business show and sell their products

I have a meeting with some clients who I met at a trade show.

training 

the process of teaching or being taught the skills for a particular job or activity

New staff receive four weeks' training in customer service.

upside down 

with the top at the bottom and the bottom at the top

Upside down management means that the customers are at the top and senior management are at the bottom.