UNIT 5 CUSTOMERS

Arrange v /əˈreɪndʒ/ Agendar/concertar. Can we arrange a date to

meet?

Bring forward /brɪŋ ˈfɔːwəd/ Adelantar Can we bring our meeting

phr v (fecha/situación). forward to wednesday?

Build v /bɪld/ Construir. It’s important to build

customer loyalty.

Call centre n /kɔːl ˈsentə(r)/ All of our call centres are

based in the uk.

Care n /keə(r)/ Atención. The customer service team

deals with customer care.

Client n /ˈklaɪənt/ I have a meeting with a

client this afternoon.

Complaint n /kəmˈpleɪnt/ Queja. The call centre deals with

customer complaints.

Confirm v /kənˈfɜːm/ We’ve confirmed monday at

10 a.m.

Consumer n /kənˈsjuːmə(r)/ Consumers are buying more

products online.

Convenient adj /kənˈviːniənt/ Let’s meet on tuesday. Is two

o’clock convenient?

Customer n /ˈkʌstəmə(r)/ The customer is always

right.

Deliver v /dɪˈlɪvə(r)/ Entregar. The company delivered the

shoes in time for the
wedding.

Delivery n /dɪˈlɪvəri/ Entrega. Note that delivery times

may vary during the holiday
period.

Expect v /ɪkˈspekt/ Esperar. Customers expect an online

company to deliver their
order on time and in good
condition.

Expectation n /ˌekspekˈteɪʃn/ Expectativas . We try to go beyond basic

customer expectations.
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Expected adj /ɪkˈspektɪd/ Esperado/a(s). What is the expected

number of people who will
attend the event?

Frontline staff n /ˌfrʌnt ˈlaɪn stɑːf/ Personal de primera The role of the managers is
línea. to support the frontline
staff, who can then serve the
customers.

Go beyond /ɡəʊ bɪˈjɒnd/ Ir más allá. Don’t just meet your

phrase customer’s expectations. Go
beyond them.

Guarantee v /ˌɡærənˈtiː/ Garantizar. Is it possible to guarantee

customer satisfaction?

Loyal adj /ˈlɔɪəl/ Leal. Customers are loyal to a

company if they feel valued.

Loyalty n /ˈlɔɪəlti/ Lealtad. It’s important to build

customer loyalty.

Move back phr /muːv bæk/ Mover (una cita, una We need to move the
v junta, o plan) de meeting back to 2 p.m.
regreso.

Principle n /ˈprɪnsəpl/ Principio. Making customers happy is

a key principle of the
company.

Produce v /prəˈdjuːs/ This company produces

electrical goods.

Product n /ˈprɒdʌkt/ We answer around 1,200

emails per week about our
products.

Productive adj /prəˈdʌktɪv/ I’ve had a productive week

and done everything on my
list.

Require v /rɪˈkwaɪə(r)/ Requerir. Whatever you require, we

can supply it within 24
hours.

Required adj /rɪˈkwaɪəd/ Requerido/a(s). We found the required shoes

in a local shop and hand-
delivered them to the
customer.
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Requirement n /rɪˈkwaɪəmənt/ Requisitos. First of all, i need to find out

about your requirements.
What exactly do you need?

Satisfaction n /ˌsætɪsˈfækʃn/ Customer satisfaction at

zappos is very high.

Satisfied adj /ˈsætɪsfaɪd/ Satisfecho/a(s). If you are not 100% satisfied

with the item, we will
replace it or give you your
money back.

Satisfy v /ˈsætɪsfaɪ/ Satisfacer. If you can satisfy your

customers’ needs, they will
keep buying your products.

Serve v /sɜːv/ Attender, dar servicio. The role of the managers is

to support the frontline staff
in the middle, who can then
serve the customers.

Service n /ˈsɜːvɪs/ Timpson shops offer a

variety of services including
shoe repair and key cutting.

Trade show n /treɪd ʃəʊ/ Feria comercial, o de I have a meeting with some
negocios. clients who i met at a trade
show.

Training n /treɪnɪŋ/ Entrenamiento. New staff receive four

weeks’ training in customer
service.

Upside down /ˌʌpsaɪd ˈdaʊn/ Al revés. Upside down management

adj means that the customers
are at the top and senior
management are at the
bottom.

Note the difference between:

1. Customer, consumer, and client:

2. Expect, wait, and hope:
3. Guarantee, and warranty:
4. Serve, attend, assist: