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Unit 6: Help Desk Challenge

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Unit 6: Help Desk Challenge

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Customer service vocabulary quiz

Created by

Eamon Schrijvers
Eamon Schrijvers
Belgium

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Unit 6: Help Desk Challenge
 

Unit 6: Help Desk ChallengeOnline version

Customer service vocabulary quiz

by Eamon Schrijvers
1

What is the word for money paid back to a customer?

2

Which term refers to a document proving a purchase?

3

What is the term for a store credit you can use later?

4

Which item belongs to the category ‘household goods’?

5

What is another common word for a shop employee who assists customers?

6

Which phrase is a typical way to start a formal complaint email?

7

Which verb means to send back a faulty item to the seller?

8

Which word means the cost of sending goods to a customer?

9

Which is NOT a typical complainer persona in the unit?

10

Which greeting is appropriate for a formal complaint email?

Uitleg

Refund means money returned to you for a faulty or unsatisfactory item.

A receipt is the proof of purchase issued at the time of sale.

Store credit is credit issued by a retailer for future purchases.

Household goods cover everyday items for the home.

A shop assistant helps customers with their purchases.

Formal emails start with a polite greeting like Dear Sir or Madam.

Return is the act of sending the item back to the seller.

Shipping costs are charges for delivering goods.

Five personas are mentioned: meek, aggressive, high-roller, opportunist, chronic complainer.

Formal complaints use a respectful greeting like Dear Sir or Madam.

 
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