CAMBRIDGE
ENGLISH VOCABULARY IN USE ADVANCED
UNIT 34
Here to help: customer service
A
|
Good
service
Read these comments by someone about
a company they recently used.
1
quick, without delay
5 called (or wrote)
with an answer
2
/ˈkwɪəri/ question or enquiry 6 100% perfect
3
they listen, take things seriously and act 7 willing and happy
to do things for someone
4
willing to understand and help
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B
|
Adjectives connected with bad service
There’s
a huge backlog of orders and they can’t deliver for three weeks. [number
which are waiting to be dealt with]
They
never seem to have any sense of urgency when you ring them. It’s
exasperating. [feeling that your request is important or urgent]
They
have a helpline, but it’s useless; they always put you on hold every
time you ring. [telephone number where you can get help if you have problems]
[make you wait]
The
home button on my tablet stopped working but it was still under guarantee/warranty
so
I
didn’t have to pay to get it repaired. [having a written promise by a company
to repair or replace a faulty product]
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C
|
Service encounters on the internet
Most
big companies offer a secure site where you can set up an account,
and they have a privacy policy guaranteeing secure
transactions. [web address where no outside person can read your details]
[enter all the details necessary to open an account] [set of rules to make
sure your account is private] [business exchanges which protect, e.g., your
credit card from use by someone else]
The
hotel website lets you check availability and has all the information
you need on its home page. [whether they can supply something,
e.g. a room for when you want it] [main or first page of a website]
This
site has a very good FAQ link where you can find answers to the most
important questions. [frequently asked questions
(pronounced as initials)]
This
online bookshop is excellent: you can browse and it has a very good site
index. [look at the list of goods/services offered before buying]
[alphabetical list of contents of website]
Most
large online stores offer immediate dispatch and a nationwide service.
[goods will be sent at once] [covering the whole country] You can also track
your order so you know when it will be delivered. [follow]
Do
you buy clothes online or do you prefer to buy them in-store? [in a
real shop]
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EXERCISES
34.1
|
Fill
the gaps with appropriate words or phrases from the opposite page. There may
be more than one possible answer.
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34.2
|
Here
are some links from internet sites. Match them with the list of functions.
a
look through the range before buying
b
the most commonly asked questions
c
rules for protecting your personal details and whether the site may leave
tracking and other software on your computer
d
with one look you can see what the website contains
e
goods you have chosen but not yet paid for
f
see if the goods you want can be supplied
g
look at pictures of something or someone
h
rules for sending back goods you are not satisfied with
i
follow the progress of your order
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34.3
|
Replace
the underlined words with words from the opposite page.
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34.4
|
Over
to you
To
find more vocabulary connected with customer service on the internet, visit
the websites of online stores and read their terms and conditions, privacy
policy, etc. Note down useful words that you find.
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ANSWER KEY
34.1
1 on hold, back to 6 substandard / shoddy
2 dispatch 7 accommodating /
obliging
3 responsive 8 helpline
4 prompt 9 in-store
5 backlog 10 set up
34.2
1 i 2 h 3 b 4 f 5 a 6 g 7 d 8 e 9 c
34.3
1 The plumber we got was
incompetent and he caused a flood in our kitchen.
2 If you have any queries about the service, there’s a helpline you can ring. 3 The new TV came with a two-year guarantee / warranty. 4 The service is (very) impersonal; they just treat you as a number. 5 Do they offer a nationwide service? 6 The service they gave me was impeccable. 7 It’s a secure site. 8 It didn’t feel like a secure transaction, so I cancelled it and logged off. |
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