Please study the 15 vocabulary terms below. Then press the Mark Complete button to continue.
- appreciate
- complaint
- courteous
- customer service
- deal with
- defect
- exceed expectations
- loyalty program
- reassure
- recall
- refund
- resolve
- retain
- satisfied
- treat
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To be grateful or to recognize that something is good.
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Thank you for your comments, we appreciate all feedback.
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A statement that something is wrong or not satisfactory.
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I made a complaint about the sales rep and the manager apologized for him.
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Polite and showing respect.
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She was very courteous when we spoke with her.
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Assisting the shopper with their questions and concerns.
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I phoned the customer service helpline and spoke with a very helpful man.
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To handle something or take care of something.
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We need to deal with this problem immediately.
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A problem or fault.
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The technician repaired the defect in the phone.
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To be better than someone expects or than is required.
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A good company meets their customers' expectations, a great company exceeds expectations.
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A rewards system which gives benefits to customers who often use the same shop.
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Most supermarkets offer loyalty programs to try to encourage shoppers to stay with them.
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To make someone feel better about something.
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I had a few concerns but the salesman reassured me that I had made the right choice.
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To ask people to return a faulty product.
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The product was recalled after it turned out that it could be dangerous.
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To return purchased goods in exchange for one's money back.
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It is store policy that we will give refunds on any product you are not happy with.
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To find the solution to.
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When a customer has a problem, it should be resolved as soon as possible.
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To keep or to continue to have.
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The company has a problem retaining staff so they need to change their approach to management.
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Pleased because you have what you want or that something happened in the way you wanted.
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I am very satisfied with the new phone. It is much better than my old one.
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To behave towards someone in a particular way.
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She resigned from her job because her manager treated her badly.