Essential Skills: Customer Service Vocabulary Building Workbook

By Jennifer Wilkins

This workbook is an important teaching tool for those learning English as a second language and anyone who wants to pursue a career in customer service.

By building your customer service vocabulary, youll be able to

develop the vocabulary and vocational skills you need to become successful;
improve your reading and oral communication skills;
enhance your thinking and problem solving skills;
boost your spelling and phonics skills.

The workbooks ninety-two exercises help you build work-specific skills and job related vocabulary. Master your understanding of almost three hundred words with easy-to-follow exercises such as reading comprehension, applying the meaning, filling in the blanks, and more.

Youll also find fun activities such as word searches, crosswords, and analogies. In addition to learning a robust customer service vocabulary, youll also apply synonyms and antonyms that will help you in a customer service environment.

Get your career on the fast track or, if you are a teacher, find an important resource so your students can learn the skills that matter most with Essential Skills: Customer Service Vocabulary Building Workbook.

• Language: English
• Publisher: iUniverse
• Release date: Aug 24, 2011
• ISBN: 9781462038183

Jennifer Wilkins

In her book, Ella, Jennifer Wilkins says, "I have to tell my story for fear that if I do not, my heart and mind will explode. I have felt led to share the deepest parts of my journey with others so that if they too are going through a rough patch, a tragic loss, or even if they’re in the midst of life’s blessings, maybe my story can touch them in some way. I have said ever since I was a kid that if God hasn’t taken us right up to heaven after we’re “saved,” there must be a reason that He has us on this earth; I believe it’s so that we can lead others to Him. That is the one and only reason I can logically think of that God would leave us here in this harsh world and not take us up to be in His awesome presence. So, I am here to share my story in hopes that others can see God through my eyes and meet the Savior I know, and in doing so, commit their lives to Him so that they can experience the peace and joy that only He can bring. Because if I’m not in heaven, my purpose is to share Jesus with every person I come in contact with so that they can walk with Him as I have. So that they can weep with Him as I have. And so that they can experience His miracles, just as I have". Jennifer was born and raised in the small, but growing town of Nampa, Idaho to Christian parents. She was educated in her very tiny Christian high school and after God introduced her to the man of her dreams, she married Calvin Wilkins and started a family. Calvin and Jennifer spent a little under a year as missionaries in South America, Peru until the Lord brought them home for an undetermined amount of time and in the mean-time, she became an author. Now, Jennifer is just riding the roller-coaster of life with her hands in the air in full surrender to God's will and exclaims, "I can't wait to see where He takes us next!"

Book preview

CONTENTS

INTRODUCTION

MODULE ONE

MODULE TWO

MODULE THREE

MODULE FOUR

MODULE FIVE

MODULE SIX

MODULE SEVEN

MODULE EIGHT

MODULE NINE

MODULE TEN

MODULE ELEVEN

MODULE TWELVE

REFERENCES

ABOUT THE AUTHOR

Reviews:

Kurt Tiltack, Managing Partner & Corporate Training Specialist, Toronto, Ontario:

The Essentials Skills of Customer Service Vocabulary Building Workbook is a brilliantly crafted developmental instrument for any workplace attempting to strengthen their entry-level client care abilities. This toolkit would provide immeasurable value to those students and job-seekers new to Canada’s transactional client service industry.

Jennifer has developed a tool that informs the learner and empowers the instructor with valuable teaching aids and relevant workplace activities. It is simply a wonderful training aid that is rich with learning and development takeaways.

Bob Doran, O.C.T, HBA, BA, BEd. /Secondary School Teacher, Ontario:

I have used the Essential Skills: Customer Service Vocabulary Building Workbook in the classroom and found it to be extremely relevant and useful.

Geoff Hamann, B.A., Masters of Science Education, O.C.T. / Adult Education Teacher, Ontario:

I have had the opportunity to use the Essential Skills: Customer Service Vocabulary Building Workbook. I have found the workbook to be a very helpful tool in teaching adult ESL students about important aspects of the customer service industry and how to be a successful employee.

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Introduction

The Essential Skills: Customer Service Vocabulary Builder Workbook will help you to improve your vocabulary skills for customer service and daily life. It will also teach you facts you need to know to deliver excellent customer service.

The workbook contains twelve modules and three review sections. The exercises will introduce you to 274 words that are related to customer service. Each module begins with a word list and definitions to help you complete the exercises that follow. There are ninety-two exercises for you to complete.

The exercises include:

10681.jpg Find the Meaning 10684.jpg The Right Word 10687.jpg Apply the Meaning

10689.jpg Fill in the Blanks 10691.jpg Reading Comprehension 10693.jpg Study the Word

10696.jpg Synonyms 10698.jpg Antonyms 10700.jpg Analogies

10702.jpg Word Search 10704.jpg Crossword 10706.jpg Plurals

Parts of speech you will need to known. = noun: a person, place, or thing

Example: Adam and Talia run in the park with Charlie.

v. = verb: an action word

Example: Adam and Talia run in the park with Charlie.

adj. = adjective: words that describe a noun

Example: Adam and Talia run in the dog park with little Charlie.

adv. = adverb: words that describe an action

Example: Adam and Talia always run in the dog park with little Charlie.

Other terms you will need to knowsynonym: Synonyms are words that have the same meaning.

Example 1: The word big means the same as the word large. Example 2: The word hurt means the same as the word harm.

antonym: Antonyms are words that have the opposite meaning.

Example 1: The word open is the opposite of the word close. Example 2: The word stop is the opposite of the word go.

analogy: An analogy is a comparison between words that have a similarmeaning or a relationship.

Example 1: Hot is to boiling as cold is to freezing. Example 2: Nickel is to five as quarter is to twenty-five.

MODULE ONE

GET TO KNOW

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YOUR CUSTOMER

VOCABULARY—Module 1

Finding the Meaning Exercise 1a

Look at the word groups. Then look at the words to the right in columns A, B, C, and D. Circle the word that has the same meaning as the word group.

The Right Word Exercise 1b

Improve each sentence by replacing the highlighted word(s) with a word from thevocabulary list.

1. In the first few seconds after they arrive, you should welcome the people who are shopping.

2. As a customer service expert, you should match what you say and your tone of voice with the behaviour of the buyer.

3. Your goal is to build a bond with customers so they want to shop at your store again. Building faithful customers is rewarding for you, the store, and the customer.

4. You must be polite, ask questions, and pay attention in order to find out the shopper’s needs. The best way to discover data about the buyer is to ask questions that begin with who, what, where, when, how, or why. These are called open-ended questions.

5. Eye contact, a smile, small talk, and real interest in the customer are all things that help build connections and devotion.

6. The most important thing to remember when giving a kind word is that it should be honest and encouraging. Remember, honesty is the best procedure.

7. You will make a helpful, confident appearance if you have good facts about the things that are on show in your store.

8. If you have lots of energy and a very social type of character, you will make an excellent deals person.

9. These client service tips will help you to please the individual needs of your patrons.

Apply the Meaning Exercise 1c

Select the correct answer.

1. Which of the following is a greeting?

a) warning b) well donec) hello d) wait

2. What is the opposite of rude?

a) courage b) complimentc) courteous d) couple

3. If you are happy and friendly, you have a attitude.

a) greet b) positivec) information d) sale

4. Which of the following could be