Customer service is mostly about handling complaints. How a business responds to those makes its reputation. Good customer service can change negative experiences into positive ones. Take a look at our customer service vocabulary list.
Beginner
| Word | Meaning | Example Sentence |
| Help | To give assistance or support. | “Can I help you with something?” |
| Sorry | Feeling regret or pity. | “I’m sorry for the inconvenience.” |
| Problem | A matter or situation regarded as unwelcome or harmful. | “What is the problem?” |
| Fix | To mend or repair. | “We will fix it right away.” |
| Ask | To request information. | “Let me ask my manager.” |
| Listen | To give one’s attention to a sound. | “I will listen to your concerns.” |
| Change | To make or become different. | “We can change your order.” |
| Thank | To express gratitude. | “We thank you for your patience.” |
| Return | To give back or put back. | “You can return the item.” |
| Care | To feel concern or interest. | “We care about your satisfaction.” |
Intermediate Customer Service Vocabulary List
| Word | Meaning | Example Sentence |
| Complaint | A statement that something is unsatisfactory or unacceptable. | “We received a complaint about the product.” |
| Issue | An important topic or problem for debate or discussion. | “Let’s resolve this issue quickly.” |
| Resolve | To settle or find a solution to (a problem, dispute, or contentious matter). | “We will resolve this to your satisfaction.” |
| Inquiry | An act of asking for information. | “We are processing your inquiry.” |
| Feedback | Information about reactions to a product or a person’s performance used as a basis for improvement. | “We value your feedback.” |
| Apologize | Express regret for something that one has done wrong. | “We apologize for the error.” |
| Refund | Repay (a sum of money), typically to a dissatisfied customer. | “We will issue a full refund.” |
| Assistance | The action of helping someone with work or a task. | “Please let me know if you need further assistance.” |
| Empathy | The ability to understand and share the feelings of another. | “We handle complaints with empathy.” |
| Escalate | Increase rapidly. | “We will escalate this to a supervisor.” |
Advanced
| Word/Phrase | Meaning | Example Sentence |
| Customer Retention | The ability of a company to retain its customers over some specified period. | “Effective complaint resolution leads to higher customer retention.” |
| Service Recovery | The actions a company takes to correct mishaps and win back dissatisfied customers. | “Our service recovery process aims to turn complaints into positive experiences.” |
| Root Cause Analysis | A method of problem solving used for identifying the root causes of faults or problems. | “We conduct a root cause analysis to prevent recurring issues.” |
| Customer Advocacy | Support or recommendation of a particular cause or policy. | “We aim to create customer advocacy through exceptional service.” |
| Service Level Agreement (SLA) | A commitment between a service provider and a client. | “We adhere to our Service Level Agreement for complaint resolution times.” |
| Customer Sentiment | The feelings and opinions of customers about a brand or product. | “We analyze customer sentiment to improve our services.” |
| Proactive Support | Anticipating and preventing customer issues before they arise. | “We offer proactive support to minimize potential problems.” |
| Customer Journey Mapping | Visualizing the process a customer goes through to achieve a goal with a company. | “We use customer journey mapping to identify pain points.” |
| Churn Rate | The percentage of customers who stop using a company’s product or service during a certain time period. | “Reducing our churn rate is a key objective.” |
| Arbitration | The use of an arbitrator to settle a dispute. | “We may resort to arbitration in complex cases.” |
We hope you enjoyed our Customer Service Vocabulary List.
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