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Solving problems
Vocabulary from the unit Solving problems and dealing with customers
| Term | Definition |
|---|---|
| customer service agent | a person who works directly with customers to provide assistance, resolve complaints, answer questions, and process orders. |
| customer frustration | a feeling of frustration a customer experiences as a result of a negative interaction with a company |
| annoyed | slightly angry; irritated. |
| cheerful | feeling or showing happiness |
| patient | able to remain calm and not become annoyed when waiting for a long time or when dealing with problems or difficult people |
| persuasive | Someone or something that is persuasive is likely to persuade you to do or believe a particular thing |
| difficult | person who doesn't co-operate with others |
| pleasant | friendly and considerate; likeable. |
| frustrated | feeling annoyed or less confident because you cannot achieve what you want |
| reassuring | making you feel less worried |
| grateful | showing or expressing thanks, esp. to another person |
| satisfied | If you are satisfied with something, you are pleased because you have got what you wanted |
| helpful | willing to help, or be useful |
| sympathetic | showing your support and agreement |
| knowledgeable | intelligent and well informed |
| upset | unhappy, disappointed, or worried. |
| sort out a problem | do what is necessary to solve the problem or organize the details. |
| give a refund | to give someone back an amount of money, especially because they have paid too much or are not happy with a product or service |
| diagnose the fault | Determining the cause of a problem |
| escalate the problem to the supervisor | take an issue up a level from your coworker or direct manager to someone higher up in the company |
| offer a discount | to sell or offer at a lowered price. |
| rudeness | lack of manners |
| guarantee | a written promise by a company to replace or repair a product free of charge if it has any faults within a particular time |
| urgently | in a way that needs attention very soon, especially before anything else |
| isolate a problem | If you isolate something such as an idea or a problem, you separate it from others that it is connected with, so that you can concentrate on it or consider it on its own. |
| out of order | (of a device) not working properly or at all. |
| accept compensation | an individual is willing to take in exchange for giving up some good or service. |
Created by:
Ivana JN
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