Customer service can be difficult. Especially if English isn’t your first language. Please take a look at our customer service terminology vocabulary. It should give you a few pointers.
Beginner
| Word | Meaning | Example Sentence |
| Help | To give assistance or support to someone. | How can I help you today? |
| Ask | To request information. | Please ask if you have any questions. |
| Talk | To communicate by speaking. | Let’s talk about your options. |
| Listen | To give attention to sound. | We listen carefully to our customers’ feedback. |
| Smile | To form one’s features into a pleased expression. | A smile can make a customer feel welcome. |
| Thank | To express gratitude. | We thank you for your business. |
| Solve | To find an answer to a problem. | We will solve your issue as quickly as possible. |
| Care | To feel concern or interest. | We care about your satisfaction. |
| Friendly | Kind and pleasant. | Our staff is always friendly and helpful. |
| Fast | Moving or capable of moving at high speed. | We offer fast and efficient service. |
Intermediate Customer Service Terminology
| Word | Meaning | Example Sentence |
| Feedback | Information about reactions to a product or service. | We value your feedback on our new product. |
| Complaint | A statement that something is unsatisfactory or unacceptable. | We received a complaint about the delivery time. |
| Resolve | To settle or find a solution to a problem. | We aim to resolve all customer issues promptly. |
| Support | Assistance and help given to someone. | Our technical support team is available 24/7. |
| Satisfied | Contented; pleased. | We want our customers to be completely satisfied. |
| Inquiry | An act of asking for information. | We received an inquiry about our pricing. |
| Efficient | Achieving maximum productivity with minimum wasted effort or expense. | We strive to provide efficient customer service. |
| Empathy | The ability to understand and share the feelings of another. | Showing empathy is crucial in customer service. |
| Communication | The imparting or exchanging of information or news. | Clear communication is essential for resolving issues. |
| Courtesy | Polite behavior; good manners. | We expect our staff to treat customers with courtesy. |
Advanced
| Word | Meaning | Example Sentence |
| Customer Relationship Management (CRM) | Practices and technologies used to analyze customer interactions and data. | Implementing a robust CRM system improved our customer retention. |
| Customer Experience (CX) | The overall perception a customer has of their interaction with a business. | We focus on enhancing the customer experience at every touchpoint. |
| Service Level Agreement (SLA) | A commitment between a service provider and a client. | Our SLA guarantees a response within two hours. |
| Customer Advocacy | Supporting and promoting the interests of customers. | We encourage customer advocacy through our loyalty program. |
| Personalization | Tailoring a product or service to individual customers. | Personalization of emails increases customer engagement. |
| Proactive | Creating or controlling a situation by taking the initiative. | We take a proactive approach to anticipating customer needs. |
| Omnichannel | A multichannel approach to sales and marketing that provides customers with a seamless experience. | Our omnichannel strategy ensures consistency across all platforms. |
| Sentiment Analysis | The process of determining the emotional tone behind a series of words. | Sentiment analysis of social media helps us understand customer opinions. |
| Churn Rate | The percentage of customers who stop using a company’s product or service. | We are working to reduce our churn rate by improving customer satisfaction. |
| Customer Journey Mapping | Visually representing the process a customer goes through to achieve a goal with a company. | Customer journey mapping helps us identify areas for improvement. |
We hope you enjoyed our customer service terminology.
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