Unit 3: Vocabulary

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