Unit 12

UNIT 12

SERVICE

Apology: something that you say or write to show you are sorry for doing something wrong.

Complaint: a written or spoken statement by someone saying that they are unhappy about something.

Customer satisfaction: when customers who have paid for a product or service feel happy with it.

Customer service: when an organisation helps customers by answering questions, listening to complaints, giving product advice, etc.

Feedback: advice or criticism about products, services or ideas.

Guarantee: a formal written promise to repair or replace a product if it has a fault within a period of time after you buy it.

Payment: an amount of money that must be paid, or has been paid, or the act of paying it.

Quality: used to talk about how good or bad something is.

Refund: to give someone their money back, because they are not satisfied with the goods or services they have paid for.