Unit 18. Customer Service

Lead in

2

1. Customer service can refer to the practice of providing people with a positive, helpful experience before, during or after buying something. It also can refer to a department within a company that focuses on these processes. Ideally, every worker is able to provide assistance and no client experiences discrimination.

2. Face-to-face, by phone or through written communications.

3. Being put on hold/ being cut off, speaking to disinterested/stressed/ indifferent staff, unhelpful customer service personnel, salespeople with poor product knowledge, few staff at peak times, delays in getting money back/repairing.

4. Students’ own answers

5. Customers are the most vital part of any business therefore it is very important to keep them satisfied.

Vocabulary

2

1. h; 2. a; 3. j; 4. b; 5 c; 6. d; 7. f; 8. e; 9. g; 10. i

3

Sample antonyms: 1. unprofitable, 2. insecure, 3. good condition, 4. unobtainability, 5. withdrawal from market, 6. fixed operations, 7. agreement, 8. raw material, 9. compulsory service, 10. differentiation.

4

1. life cycle; 2. tradeoff; 3. cost effective; 4. market penetration; 5. reliability; 6. customer; 7. fulfilment; 8. operational flexibility

5

2. e; 2. h; 3. g; 4. a; 5. b; 6. c; 7. d; 8.f

Reading 1

E

1. to rely, reliability, reliable; 2. to segment, segmentation, segment, segmented, segmental; 3. to strategize, strategy, strategist, strategic; 4. to relate, relationship, relation, related, relational; 5. to characterize, characteristic, characteristic.

F

1. with; 2. in; 3. on; 4. in; 5. on; 6. to; 7. with; 8. by; 9. up; 10. within.

G

1. internal, 2. general, 3. market, 4. customized, 5. competitor, 6. collaboration.

H

1. e, 2. g, 3. c, 4. d, 5. a, 6. b, 7. f.

Grammar

1.

1. In spite of; 2. Nevertheless; 3. Unless; 4. instead; 5. Despite; 6. even though; 7. As a rule; 8. so that; 9. As a matter of fact; 10. due to; 11. except ; 12. i.e.; 13. due to; 14. so that; 15. for; 16. because of ; 17. since; 18. Nevertheless; 19. because of; 20. Whereas; 21. so; 22. despite; 23. in case; 24. since; 25. In spite of; 26. result; 27. except for; 28. With regard to; 29. e.g.; 30. otherwise.

2.

1. Or rather; 2. basically; 3. personally; 4. above all; 5. of course; 6. anyway; 7. unfortunately; 8. apparently; 9. by the way; 10. frankly; 11. actually; 12. as regards; 13. in other words; 14. as I was saying; 15. that is to say; 16. obviously; 17. besides.

Reading 2

F

1. as; 2. to; 3. to; 4. as; 5. for.

G

1. body of literature, 2. performance, 3. field, 4. scholar, 5. paradigm, 6. cognitive, 7. customer, 8. crucial.

H

1. d, 2. b, 3. a, 4. f, 5. c, 6. e.

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