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guarantee
a formal written promise to repair or replace a product if it breaks within a specific period of time
complaint
a written or spoken statement by someone dissatisfied with something e.g. a product or service
compensation
something that makes a bad situation better
replacement
when a company gives someone a product instead of one that they bought that was damaged
refund
a sum of money given back to you if you are not satisfied with something you have bought
goodwill payment
money given to a customer because of a problem he/she has had, e.g. with quality of goods
return
the act of taking or sending back a product you have bought
rapport
friendly agreement and understanding between people
on hold
When you are waiting to talk to someone on the phone, you are ____
indifferent
When you are you are _______ not at all interested in someone or something.
engaged
If you call someone on the telephone and their line is _______ they are talking to someone else.
dissatisfied
When you are _________ with a product, you can return it to the shop and ask for a refund./not happy or satisfied with somebody/something
cut off
When you suddenly cannot hear someone on the phone, you are ____
at fault
You are _____ when you are responsible for something bad that has happened.
handle
In your company, how do you ________ complaints?
meet
We do everything we possibly can to ____customer expectations._
retain
One of the ways to ________ customers is to keep them updated on your offer.
give
This shop is willing to _______ refunds to customers, if their complaint is justified.
place
I'd like to _______ an order for two hundred and fifty items, please.
establish
A good teacher knows how to ________ a rapport with his or her students.
to pass the buck
to avoid responsibility
to go the extra mile
to make a special effort
to talk at cross purposes
to misunderstand what someone means
to get to the bottom of the problem
to find the real cause of something
to rip off
to charge too much
the last straw
the last in a series of irritating events
slip my mind
forget to do something
stunning
extremely impressive or attractive
cuisine
a style or method of cooking, especially as characteristic of a particular country, region, or establishment
ethos
the characteristic spirit of a culture, era, or community as manifested in its attitudes and aspirations
retreat
a private and safe place
expectation
the feeling or belief that something will or should happen
empathy
the ability to share someone else's feelings or experience by imagining what it would be like to be in that person's situation
consistent
acting or done in the same way over time, especially so as to be fair or accurate
individually
in a different and usually original way (adverb)
overnight
for the duration of a night
edge
an advantage
high-end
intended for people who want very good quality products and who do not mind how much they cost
demanding
(of a person) making others work hard or meet high standards; not easily satisfied
up one’s game
to improve one's performance, or the quality of one's work
disinterested
having no personal involvement or receiving no personal advantage, and therefore free to act fairly
dispute
an argument or disagreement, especially an official one between, for example, workers and employers or two countries with a common border
diplomatic
acting in a way that does not cause offence
feedback
information or statements of opinion about something, such as a new product, that can tell you if it is successful or liked
vulnerable
able to be easily physically or mentally hurt, influenced, or attacked
make up for sth
to do something that corrects a bad situation; synonym: compensate (phrasal verb)
seat allocation
the act of giving something to somebody for a particular purpose, here seats to passengers
excess baggage
luggage weighing more than the limit allowed on an aircraft and liable to an extra charge
priority boarding
when you are allowed to board the aircraft first
come up with sth
to find or produce an answer (phrasal verb)
baggage reclaim
he place at an airport where you get your bags, cases, etc. again after you have flown
penalty
a punishment for breaking a law, rule or contract
disgusted
feeling or showing dislike, annoyance or disapproval
disabled
unable to use a part of your body completely or easily because of a physical condition, an illness, an injury, etc.; unable to learn easily
wheelchair
a special chair with wheels, used by people who cannot walk because of illness, an accident, etc.
free of charge
without payment (three words)
put up with sth
to tolerate (phrasal verb)
take to court
to take legal action against someone
behalf
as the representative of somebody (expression) on somebody’s
unfavourable
showing that you do not approve of or like somebody/something, e.g. an _______comment
publicity
the attention that is given to somebody/something by newspapers, television, etc., e.g. good/bad/adverse
aisle
a long passage between rows of seats in a church, plane, theater etc, or between rows of shelves in a shop
flight attendant
a steward or stewardess
arise
especially of a problem or a difficult situation) to happen; to start to exist
bread-and-butter
basic; very important; relating to a person or company’s main source of income
productivity
the rate at which a worker, a company or a country produces goods, and the amount produced, compared with how much time, work and money is needed to produce them
share
an amount of something that is thought to be normal or acceptable for one person or thing, e.g. The industry has had its _________ of problems this year.
bad press
when you are criticized in the newspapers or on radio or television, you are given
call for
to need or deserve a particular type of behavior or treatment (phrasal verb)
capitalize
to gain a further advantage for yourself from a situation; She should _________ on her knowledge and experience to get a better job.
apply
to use something or make something work in a particular situation;
Now is the time to ________ the insights you have gained
confectioner
a person or a business that makes or sells cakes and sweets
drive
to influence something or cause it to make progress
familiarity
the state of being familiar with sth
recoil
to react to an idea or a situation with strong dislike or fear _______ from sth
automated
using computers and machines to do a job, rather than people
pre-empt
to do or say something before somebody else does
minimise
to reduce something, especially something bad, to the lowest possible level, to make sth minimal
insight
an understanding of what something is like
couple
to join together two parts of something
deploy
to use something effectively
the front line
the part of a business that deals directly with customers and the public (three words)
collate
to collect information together from different sources in order to examine and compare it, e.g. data/information/figures
repository
a place where something is stored in large quantities
prompt
to encourage somebody to speak by asking them questions or suggesting words that they could say The program will _______ you to enter data where required.
trigger
to make something happen very quickly, especially a series of events
inquire
to ask somebody for some information; I called the school to ________ about the application process.
remedy
a way of dealing with or improving an unpleasant or difficult situation; There is no simple for unemployment.
irate
very angry
intercede
to speak to somebody in order to help settle an argument, synonym: intervene
analytics
a careful and complete analysis of data using a model, usually performed by a computer; information resulting from this analysis
yet
despite that
canned
recorded
scripted
read from a script
clunky
(of technology) old-fashioned; not well designed
leak out
to become known to the public
incident
something that happens, especially something unusual or unpleasant:
outsourcing
the process of arranging for somebody outside a company to do work or provide goods for that company
cadre
a small group of people who are specially chosen and trained for a particular purpose
downturn
a fall in the amount of business that is done; a time when the economy becomes weaker the recent economic
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