Customer Service Basics – Business English A2
Customer Service Basics
Ljubazno rešavanje problema i komunikacija sa kupcima.
Izvinjenje i empatija
Apologise znači izviniti se, understand razumeti, a appreciate ceniti/uvažiti.
Za izvinjenje koristimo apologise for.
Rešenja za reklamacije
Refund je povraćaj novca, replacement zamena proizvoda, repair popravka.
Refund znači vraćanje uplaćenog iznosa.
Praćenje zahteva
Ticket je broj zahteva, update nova informacija o statusu, resolve rešiti problem.
Resolve znači rešiti problem.
Test Your Knowledge
Choose the best option for each business situation. Click Check Answers for feedback and explanations.
1. We ___ for the late delivery. (Say sorry.)
2. We ___ why you are disappointed. (Show empathy.)
3. We ___ your patience and cooperation. (Express gratitude.)
4. Please accept our apologies: we ___ for the mistake.
5. I ___ your concern about the invoice.
6. The customer wants their money back: a ___.
7. The company sends a new device instead of the broken one: a ___.
8. The technician will fix the faulty machine: a ___.
9. We will issue a full ___ to your card.
10. The faulty headset will be exchanged for a ___ at no cost.
11. Your support request has ___ number 8127.
12. We will send an ___ as soon as we have new information.
13. Our engineers hope to ___ the issue by Friday.
14. Please quote your helpdesk ___ when contacting us.
15. The customer asked for a status ___.
Nivo A2 označava okvirnu složenost vežbanja. Test nije zvaničan CEFR ispit i ne predstavlja pravni ili finansijski savet.
