apologize -
I do apologize for the problems.
to say sorry
communication channels -
Companies must make sure that their communication channels are connected.
the various ways in which a message can be sent, ranging from one-on-one in-person meetings to Internet message boards
compare -
It's easier to compare prices and products online.
to examine the similarities and/or differences
compensation -
I didn't get my money back for the holiday, but I received a compensation cheque for �200.
something given to make up for something else
credit voucher -
The credit voucher is valid for 12 months, and you can use it in any of our stores.
a piece of paper that can be used instead of money to buy something in a specific store or company
customer experience -
It gives companies more opportunity to get feedback on the customer experience.
all the experiences a customer has with a business over the duration of their relationship
customer loyalty -
We want out customers to keep using our service. Customer loyalty is very important to our success.
the customer's preference for a business, usually expressed in regular purchases from the business
Customer Support -
You can call our Customer Support number 24 hours a day.
services that help customers with their questions and complaints
deal with -
When dealing with a complaint, never say 'it's not our fault'.
to handle; to take action to solve a problem
discount -
We can offer you a 15% discount if you pay today.
the amount by which the regular price of an item is reduced
encourage -
We lost a lot of business to our competitors last year, so this year we are working hard to encourage customer loyalty.
to give support, confidence, or hope to
exchange -
It's difficult to exchange items when you buy online.
to give or receive one thing in place of another
explain the issue -
Customer Services had no record of my email, so I had to explain the issue again.
to make clear the case, matter, problem, topic
get feedback -
We like to get feedback on the customer experience.
to get advice, criticism, or information about how good or useful something is
give someone their money back -
If you return it within 14 days, we'll give you your money back.
to refund someone, to refund money to
have a query -
Communication is now easier for customers who have a query about a product or order.
to have a question
inconvenience -
We're sorry for the inconvenience.
something that causes discomfort or trouble
make a complaint -
The customer made a complaint as the product didn't work.
to complain, to say you are not satisfied with something
multi-channel -
Multi-channel customer service provides customers with many communication options.
using a number of methods to reach a customer, including physical stores and e-commerce
needs -
It's important to understand your customers' needs.
things that are required in order to live
nominate -
Customers who have had excellent service can nominate the staff member for an award.
to formally suggest that someone should be chosen for a prize, position, etc.
offer a solution -
They can't offer a solution to the problem.
to provide a way of how to solve a problem
on hold -
I spent 30 minutes on hold waiting for somebody to answer.
waiting to be connected while making a telephone call
online chat -
You can use our online chat service to talk to a customer service rep on our website.
instant messaging or voice conversation with an online partner
option -
There are many options for how to contact the company.
choice, or something that is available as a choice
online retailer -
Online retailers offer the cheapest products.
Web-based business that sells goods to the public in relatively small quantities for use or consumption rather than for resale through the internet
participate -
What are the possible benefits for a company that decides to participate in the awards?
to take part
purchase -
In the package there was a �10 credit voucher for my next purchase on the site.
the act of buying
put someone on hold -
They put you on hold and you have to wait a long time.
to temporarily suspend a telephone call, typically while the caller waits to be connected to someone
receipt -
Do you still have the receipt?
a piece of paper that shows that goods or services have been paid for
recognize -
The award recognizes the best examples of customer service.
to show official appreciation of; to reward formally
record -
They have no record of the email that I sent.
a collection of related data, documentation
refund -
I asked for a refund, but they refused.
a sum of money that is paid back to you, e.g. because you paid too much or because you returned goods
repair -
We can't repair it, but we will send you another one.
to fix
replacement -
Bring the computer back, and we'll give you a replacement to take home today.
a person or thing that takes the place of another
reply -
If there isn't a quick reply, customers try the online chat.
answer, response
report a problem -
Communication is now easier for customers who want to report a problem.
to give an account of an issue that needs to be dealt with and overcome
respond -
I sent them an email but they didn't respond.
to answer, to react
response time -
Customers today do not want to wait, so companies must improve their response times.
how long it takes to respond
return -
Can you return the other book to us?
to send back
satisfy -
Employees work hard to satisfy the customer.
to cause someone to be happy or pleased; to meet someone's wants or needs
second-hand -
I often buy second-hand products.
used; previously owned
Technical Support -
They just gave me the phone number of the Technical Support hotline.
providing customer service to users of technology
valid -
The voucher is valid for 12 months.
acceptable; keeping the value