Customer services ENGLISH COLLOCATIONS IN USE (ADVANCED)

ENGLISH COLLOCATIONS IN USE (ADVANCED)

UNIT 16

Customer services

A	Shopping online or on the high street Most companies carry out surveys1 to find out what customers or potential customers feel about their products and services. I answered one recently about online shopping. I personally much prefer to go shopping on the high street rather than to shop on the internet. You get a much better impression of whether something is good value for money or truly fit for purpose2 when you can touch it. And I feel if you have a problem with a purchase, it’s easier to go back and make a complaint if you’ve bought something from a shop. But shopping online has its advantages, and many companies offer you a discount when you place an order online. And, of course, lots of online companies have plenty of regular customers and plenty of satisfied customers. I suppose the bottom line is that it’s good for us as consumers to have as much healthy competition as possible. 1. or do surveys, NOT make surveys 2 good at doing what it is supposed to do
B	Complaining about service ••• <  > I ordered a skirt online and I’m furious. On their website they promise prompt service. In fact they said they offered next-day delivery but it took ten days to come. When I rang up to complain they put me on hold and then never got back to me! Then, when the skirt eventually arrived, the zip was broken. It’s really poor quality – though the website says all their clothes are top quality. I’m going to kick up such a fuss1. Of course, I’ll demand a full refund2, but I’d really like an apology as well. And I’ll certainly take my custom elsewhere3 in future. 1 (informal) make a very forcible complaint 2 ask for all my money back (NB NOT strongly demand because the verb demand cannot be made stronger in English – it is already strong enough) 3 not buy from the same place again
C	Company promise ••• <  > If you have grounds for complaint1, please contact our Head Office at the address below. We pride ourselves on providing an excellent service and all our products conform to safety regulations2. We honour all commitments3 to customers. We take very seriously any complaints about poor service. So if you feel that one of our products does not come up to standard4, then we will immediately offer you a replacement. We promise to handle all complaints promptly. 1 a reason for complaining 2 obey all the rules or laws relating to safety 3 do what we said we would do 4 reach appropriate standards Tip Learn more collocations relating to the topic of customer service by looking at the customer services page of a company website, for example, that of John Lewis, a British department store: www.johnlewis.com/customer-services. Make a note of any interesting collocations.

EXERCISES

16.1	Look at A. Correct the collocation errors in these sentences. 1 Have you ever made a complain to the management about the food in a restaurant? 2 I hate making shopping on Saturdays as the town is so crowded then. 3 If you want your shopping delivered, you can put your order with us online or by phone. 4 We made a large-scale customer survey before developing our new product range. 5 On-the-web shopping is proving increasingly popular. 6 I was surprised by the weak quality of the acting in that film we saw last night.
16.2	Choose the correct collocation. 1 This shop gives very good worth / cost / value for money. 2 Every business wants satisfactory / satisfied / satisfying customers. 3 He is an economist who believes in the advantages of healthy / rich / fertile competition. 4 I don’t need next-day delivery but service should be reasonably punctual / prompt / present 5 I hate it when you phone a company and get put on hole / hang / hold for ages 6 Dan kicked up a terrible fuss / foot / fever about the service we received. 7 The hotel manager dealt / handled / honoured our complaint very efficiently. 8 We can’t sell our old cooker because it doesn’t perform / inform / conform to modern safety regulations. 9 I would prefer not to take my custom somewhere / anywhere / elsewhere. 10 The service at the hair salon did not run / come / do up to standard.
16.3	Complete the emails using words from the opposite page. ••• Reply Forward Dear Sir/Madam, I am writing to complain about the service I received in your Cambridge branch. I bought a suit there recently but it is poorly cut and does not fit well, even though it is the size I normally take. I am a (1) ________________ customer of yours and have never had any problems before. I returned the suit to the shop the next day, but the manager refused to give me a full (2) ________________. I request that you look into this matter and (3) ________________ this complaint seriously. Otherwise I may be forced to take my (4) ________________ elsewhere. Yours faithfully, John Coleon 01727 717317. ••• Reply Forward Dear Mr Cole, Thank you for your letter regarding your purchase of a suit from us. We apologise for the inconvenience caused to you. Our company is committed to (5) ________________ an excellent service and selling (6) ________________ quality garments. We therefore enclose the requested refund and trust that you will continue to shop with us and will never again have (7) ________________ for complaint about our goods. Yours sincerely, Jason Campbell Customer Services Manager
16.4	Complete the crossword. Across 1 When choosing new offices you must ensure that they will be fit for ____________ . 3 To get your money back, you’ll have to prove you have ____________ for complaint. 4 I have no option but to demand a ____________ refund. 5 I am afraid that your service simply fails to come up to ____________. 6 As a respected firm we always ____________ all our commitments. 7 It is our policy to offer students a ____________ on books and stationery. Down 2 Your helmets do not conform to safety ____________.

ANSWER KEY

16.1 1 Have you ever made a complaint to the management about the food in a restaurant? 2 I hate going shopping on Saturdays as the town is so crowded then. 3 If you want your shopping delivered, you can place your order with us online or by phone. 4 We carried out / did a large-scale customer survey before developing our new product range. 5 Online shopping is proving increasingly popular. 6 I was surprised by the poor quality of the acting in that film we saw last night. 16.2 1 value 2 satisfied 3 healthy 4 prompt 5 hold 6 fuss 7 handled 8 conform 9 elsewhere 10 come 16.3 1 regular 2 refund 3 take 4 custom 5 providing 6 top 7 grounds 16.4