Market Leader Unit 10 – 12
Unit 10
Vocabulary
Exercise A
1. When you handle complaints, it is important to be diplomatic
2. You can establish a rapport with a customer if you know about their buying habits
3. A money-back guarantee if not completely satisfied is often a minimum expectation
4. Companies which do not meet their standards of service will lose costumers
5. Giving refunds promptly and without fuss to dissatisfied customers is one indicator
of high-quality customer service
6. When a company is at fault, a one-off goodwill payment is a useful way to retain
customer loyalty
7. Financial compensation for poor customer service is not the only way to meet
customer expectations
Exercise B
1. Pass the buck C. Avoid responsibility
2. Get to the bottom of the problem D. Find the real cause of something
3. The last straw E. The last in a series of irritating events
4. Slip my mind A. Forget to do something
5. Ripped off B. Paid far too much for something
6. Talk at cross purposes G. Misunderstand what someone else is
referring to
7. Go the extra mile F. Try harder in order to achieve something
Exercise C
1. The helpline person was very good and spent time with me. She started at the
beginning in order to get to the bottom of the problem and find a solution.
2. He’s the person responsible. He shouldn’t try to pass the buck and blame others for
his mistake.
3. Several customers have complained about out service contract. They say they’re
paying far too much and feel they have been ripped off.
4. I meant to send him a brochure, but we were very busy. I got distracted and it
slipped my mind.
5. They wanted to place a larger order. I thought they wanted a bigger discount. We
were talking at cross purposes
6. They ignored my complaints, but what made me really angry was when they refused
to refund my money. Really, it was the last straw.
7. She was extremely helpful and was prepared to go the extra mile to solve the
problem, so I’ll definitely use the company again
Unit 10
Vocabulary
Exercise A
1. When you handle complaints, it is important to be diplomatic
2. You can establish a rapport with a customer if you know about their buying habits
3. A money-back guarantee if not completely satisfied is often a minimum expectation
4. Companies which do not meet their standards of service will lose costumers
5. Giving refunds promptly and without fuss to dissatisfied customers is one indicator
of high-quality customer service
6. When a company is at fault, a one-off goodwill payment is a useful way to retain
customer loyalty
7. Financial compensation for poor customer service is not the only way to meet
customer expectations
Exercise B
1. Pass the buck C. Avoid responsibility
2. Get to the bottom of the problem D. Find the real cause of something
3. The last straw E. The last in a series of irritating events
4. Slip my mind A. Forget to do something
5. Ripped off B. Paid far too much for something
6. Talk at cross purposes G. Misunderstand what someone else is
referring to
7. Go the extra mile F. Try harder in order to achieve something
Exercise C
1. The helpline person was very good and spent time with me. She started at the
beginning in order to get to the bottom of the problem and find a solution.
2. He’s the person responsible. He shouldn’t try to pass the buck and blame others for
his mistake.
3. Several customers have complained about out service contract. They say they’re
paying far too much and feel they have been ripped off.
4. I meant to send him a brochure, but we were very busy. I got distracted and it
slipped my mind.
5. They wanted to place a larger order. I thought they wanted a bigger discount. We
were talking at cross purposes
6. They ignored my complaints, but what made me really angry was when they refused
to refund my money. Really, it was the last straw.
7. She was extremely helpful and was prepared to go the extra mile to solve the
problem, so I’ll definitely use the company again
