Customer Service Vocabulary: 100 Key English Terms
Customer service and support agents use English all day with callers, chat users and email writers, often while a queue of customers is waiting. This glossary covers the words and fixed phrases you need to handle requests and complaints, put calls on hold and transfer them, work with tickets and escalations, process refunds and returns and talk about service metrics, each explained with examples from real support work.
100 terms
10 topics
60 core terms
201 example sentences
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No account needed. Read the meaning, see where the term is used, then study the examples. Click any word in the lesson for help. You can also select a word and press Alt + Enter.
Customer Service Basics
customer service
noun
Meaning
The help and advice a company gives people before, during and after they buy something; also the department that gives this help.
Where you use it
Used both for the quality of help ("excellent customer service") and for the team itself ("contact customer service"). Companies list customer service phone numbers, emails and chat links on their websites. Customer support and customer care are close synonyms; customer care sounds slightly warmer.
Examples
I've worked in customer service for three years, mostly on the phone.
The product is fine, but their customer service is really slow to answer emails.
Common phrases
customer service team · customer service representative · contact customer service · excellent customer service · customer service skills
A person or organisation that buys goods or services from a company, or that uses the services it provides.
Where you use it
The everyday word in retail, telecoms, banking and online shopping. Agents talk about existing customers, new customers, repeat customers and business customers, and refer to "the customer" in notes and reports.
Examples
Can I have the customer's account number before you transfer the call?
We had over two hundred customers on the line during this morning's outage.
Usage note
Turkish "müşteri" covers several English words: lawyers and agencies have clients, hotels have guests, airlines have passengers, while shops and phone companies have customers.
Common phrases
existing customer · new customer · repeat customer · business customer · customer base
Help given to customers who have problems using a product, especially devices, software or internet services.
Where you use it
Also called tech support. Teams are often divided into levels, from first-line support to specialist engineers. Customers ask to be put through to technical support, and job ads look for technical support agents.
Examples
For problems with the app, please contact our technical support team.
I'm transferring you to technical support; they can check the line remotely.
Common phrases
technical support team · contact technical support · technical support agent · remote technical support
Keeping existing customers so that they continue buying from or using a company, instead of leaving for a competitor.
Where you use it
Many companies have a retention team that speaks to customers who want to cancel and may offer discounts or better plans. It is measured with the retention rate. Keeping existing customers is widely seen as cheaper than winning new ones.
Examples
Customer retention is our main goal this year, not new sign-ups.
Calls from customers who want to cancel go to the customer retention team.
A customer's wish to keep buying from the same company, even when competitors are available.
Where you use it
Built through good products, good service and rewards. Loyalty programmes or loyalty schemes give points or discounts to repeat customers. Net Promoter Score is often used as one measure of customer loyalty.
Examples
One badly handled complaint can damage years of customer loyalty.
The airline rewards customer loyalty with free upgrades.
All the steps a customer goes through with a company, from first hearing about it to buying, using the product and asking for help.
Where you use it
Used in planning and training: map the customer journey, improve the customer journey, a pain point in the customer journey. Support teams see the parts of the journey where things go wrong, so their feedback helps other teams.
Examples
Returns are the weakest part of our customer journey.
We mapped the customer journey to see where people get stuck.
Common phrases
customer journey map · map the customer journey · improve the customer journey · pain point
Any moment or place where a customer interacts with a company, such as a website, an app, a call, an email or a store visit.
Where you use it
Used in customer experience planning, for example "Every touchpoint should feel consistent." Support channels are important touchpoints because customers usually contact them when something has gone wrong.
Examples
The delivery email is an important touchpoint, so we rewrote it.
The customer had six touchpoints with us before the problem was solved.
Common phrases
customer touchpoint · key touchpoint · digital touchpoints · every touchpoint
To make more effort than is expected in order to help someone or to do something well.
Where you use it
Common in customer praise, job ads and performance reviews: "The agent really went the extra mile." It describes actions such as calling a customer back with an update they did not expect or solving a problem outside the usual process.
Examples
Thanks to Elif, who went the extra mile and called the courier herself.
We're looking for agents who are happy to go the extra mile for customers.
Common phrases
go the extra mile for customers · really went the extra mile · willing to go the extra mile
A statement that someone is unhappy or not satisfied with a product, a service or the way they were treated.
Where you use it
Companies receive, handle, log and resolve complaints. Customers make or file a complaint; a formal complaint is a written one that follows the company's official procedure. Many companies have a separate complaints team for serious cases.
Examples
I'd like to make a complaint about the engineer who visited yesterday.
We logged forty complaints about late deliveries last week.
Usage note
The verb is complain (no t), and it takes about: "complain about the delay", not "complain from". The natural verbs with the noun are make or file, not do.
Common phrases
make a complaint · file a complaint · handle a complaint · formal complaint · complaints procedure
A question or a request for information that a customer sends or asks, for example about a product, a price or the status of an order.
Where you use it
Common in emails and reports: "Thank you for your inquiry", "general inquiries", "billing inquiries". It sounds a little more formal than question. Many companies report inquiries (questions) separately from complaints (problems).
Examples
Thank you for your inquiry. Our opening hours are 9 am to 6 pm, Monday to Friday.
Most inquiries we get on chat are about delivery times.
Usage note
British English often writes enquiry for a general question and keeps inquiry for an official investigation; American English uses inquiry for both. Americans often stress the first syllable: /ˈɪŋkwəri/.
Common phrases
customer inquiry · general inquiry · handle an inquiry · respond to an inquiry · billing inquiry
Something a customer formally asks a company to do, such as changing an address, sending a document or cancelling a service.
Where you use it
You receive, process, handle, approve or reject a request. In ticketing systems a service request (a normal ask) is often kept separate from an incident (something broken). Fixed phrases: "at the customer's request", "on request".
Examples
Your request to change the delivery address has been processed.
We can send a copy of the contract on request.
I've received a request from the customer to close the account.
Usage note
With the verb, do not add for: "She requested a refund", not "requested for a refund". With the noun, for is correct: "a request for a refund".
Common phrases
make a request · process a request · service request · on request · at the customer's request
A problem or difficulty that a customer has with a product, a service or an account.
Where you use it
In support work issue is the most common and polite word for problem: "What seems to be the issue?", "a technical issue", "a billing issue". Agents report, investigate and fix issues, and describe them as ongoing, known or resolved.
Examples
I'm sorry to hear you're having issues with your internet connection.
The issue was caused by a software update and has now been fixed.
Usage note
As a verb, issue means to give out officially: "issue a refund", "issue an invoice", "issue a voucher".
Common phrases
technical issue · billing issue · report an issue · fix an issue · known issue
To find a solution to a problem, complaint or disagreement so that it no longer exists.
Where you use it
A key verb in support: you resolve an issue, a complaint or a ticket. It is a little more formal than fix or sort out and is very common in emails and reports. The noun is resolution, and a ticket is marked as resolved when the problem is solved.
Examples
I'm confident we can resolve this for you today.
The complaint was resolved within 48 hours.
Common phrases
resolve an issue · resolve a complaint · resolve the problem · fully resolved · mark as resolved
To examine or investigate a problem or question in order to find out the facts and a possible solution.
Where you use it
One of the most useful phrases on calls and chats, because it shows action without promising a result yet: "Let me look into that for you." The object always comes after into: "look into the problem", "look into it".
Examples
Let me look into your order and see what happened.
Our billing team is looking into the extra charge on your statement.
Usage note
Do not split it like some phrasal verbs: "look it into" is wrong. Say "I'll look into it."
Common phrases
look into it · look into the problem · look into the matter · look into your account
Very angry, usually about something that seems unfair or badly handled.
Where you use it
A slightly formal word used a lot in customer service training and reports: "an irate customer", "an irate caller". Agents use it about customers, not to them; on the call they would say the customer is upset or frustrated.
Examples
I had an irate caller who had been waiting three weeks for a refund.
The training covers how to deal with irate customers without taking it personally.
Common phrases
irate customer · irate caller · deal with an irate customer · become irate
To make a tense or angry situation calmer and less serious, for example during a difficult call.
Where you use it
A training term: agents learn to de-escalate angry customers by staying calm, listening, acknowledging the problem and offering clear next steps. The noun is de-escalation. Escalating a ticket sends it upwards, while de-escalating a conversation calms it down.
Examples
She managed to de-escalate the call by letting the customer speak first.
Our training includes role plays on de-escalation techniques.
Common phrases
de-escalate a situation · de-escalate an angry customer · de-escalation techniques · de-escalation skills
To make a caller wait on the line, usually with music playing, while you check something or speak to someone else.
Where you use it
Polite agents ask before doing it and say how long it will take: "Can I put you on hold for a moment?" The customer is then on hold. When you come back, thank them: "Thank you for holding." An order or a project can also be put on hold, which means delayed.
Examples
Would you mind if I put you on hold for two minutes while I check with the warehouse?
I was put on hold for twenty minutes, and then the line went dead.
Usage note
The person goes in the middle: "put you on hold", "put the customer on hold".
Common phrases
put someone on hold · be on hold · thank you for holding · hold music · hold time
To phone someone again, or to return a call from someone who phoned you earlier.
Where you use it
Used when an agent cannot finish something during the call or the customer is busy: "Can I call you back in ten minutes?" The noun is one word, callback: "request a callback", "callback service". Many companies offer a callback instead of waiting in the queue.
Examples
If we get cut off, I'll call you back on this number.
The customer asked us to call her back after 5 pm.
Usage note
Verb: call back (two words). Noun: callback (one word).
Common phrases
call you back · call the customer back · request a callback · schedule a callback
To connect a caller to another person or department, so that the call continues with them.
Where you use it
Common phrases: "I'll transfer you to our technical team", "Please hold while I transfer your call." In a warm transfer the agent first explains the case to the colleague; in a cold transfer the call is passed on without explanation. British English also says "I'll put you through".
Examples
I'm going to transfer you to the billing department; they can help you with that.
I've been transferred three times and nobody can answer my question!
Usage note
In British English the verb is stressed on the second syllable (trans-FER) and the noun on the first (a TRANS-fer).
Common phrases
transfer a call · transfer you to · warm transfer · cold transfer · call transfer
A support channel where customers type messages and get answers from an agent in real time, usually in a window on a website or app.
Where you use it
Agents often handle two or three live chats at the same time. Customers start a live chat; agents greet, answer and close chats. Messages should be short, friendly and clear, because the customer is waiting on screen.
Examples
You can reach us by phone or through live chat on our website.
During the sale I was handling four live chats at once.
Usage note
Live here is pronounced /laɪv/, rhyming with five, not /lɪv/ as in "I live in Ankara".
Common phrases
start a live chat · live chat support · live chat agent · chat transcript
To contact someone again later with an answer or information that you could not give them earlier.
Where you use it
A key promise in support work: "I'll get back to you by the end of the day." Customers trust it more when it includes a specific time. In emails, "Thank you for getting back to me" means "thank you for replying". The to is needed before the person: get back to you.
Examples
I don't have the answer right now, but I'll get back to you within two hours.
Sorry for not getting back to you sooner; it's been a very busy week.
Usage note
Turkish "size dönüş yapacağım" is "I'll get back to you", not "I'll return to you" or "I'll turn back to you".
Common phrases
get back to you · get back to the customer · get back to you by · get back to you shortly
To end a phone call, by pressing a button or putting the phone down.
Where you use it
Agents ask customers "Please don't hang up" before a transfer. To hang up on someone means to end the call suddenly while they are still talking, which sounds rude. Many call centres have rules about when an agent may end a call with an abusive caller.
Examples
Please don't hang up; I'm transferring you to a specialist now.
If the line stays silent for 30 seconds, you can hang up and log it as a dropped call.
Usage note
The past tense is hung up: "The customer hung up before I could explain."
Common phrases
hang up the phone · hang up on someone · don't hang up · hang up and call again
To say that you are sorry for something that went wrong or caused a problem for someone.
Where you use it
Used on the phone, in chats and in emails, usually with for: "We apologize for the delay", "I apologize for any inconvenience." It is more formal than "I'm sorry". Agents often apologize for the situation on behalf of the company, even when they personally did nothing wrong.
Examples
I do apologize for the delay in getting back to you.
We apologize for the error on your last invoice.
Usage note
British English also writes apologise. The reason takes for and the person takes to: "apologize to the customer for the mistake". "Apologize from you" is a common error.
Common phrases
apologize for the delay · apologize for any inconvenience · sincerely apologize · apologize to the customer
Trouble, extra effort or a small problem that a situation causes for someone.
Where you use it
Almost always used in apologies: "Sorry for the inconvenience", "We apologize for any inconvenience caused." It is polite and slightly formal. Because the phrase is so standard, agents often add a specific detail about what went wrong so it sounds sincere.
Examples
We're sorry for the inconvenience caused by the late delivery.
Apologies for any inconvenience during tonight's system maintenance.
Common phrases
sorry for the inconvenience · apologize for any inconvenience · inconvenience caused · minimise the inconvenience
The ability to understand and share another person's feelings, and to show them that you understand.
Where you use it
A key skill in customer service training. Agents show empathy with phrases such as "I can understand how frustrating that must be" or "I'd feel the same in your position." These empathy statements are taught as part of complaint handling. The verb is empathize with someone.
Examples
Showing empathy at the start of the call often calms the customer down.
The agent handled the complaint with a lot of empathy and patience.
Common phrases
show empathy · empathy statement · express empathy · lack of empathy
A polite expression used to thank a customer for waiting, for example after being on hold, after a delay or during a long investigation.
Where you use it
Said when you come back from hold, at the start of a reply after a delay, or in emails about slow processes. It sounds more positive than repeating "sorry for the wait". In writing, "Thank you for your patience while we..." is very common.
Examples
Thank you for your patience. I've checked with the warehouse, and your parcel left this morning.
Thank you for your patience while we investigate the problem with your account.
Common phrases
thank you for your patience and understanding · thank you for your patience while we · thank you for holding
A polite request asking someone to wait a moment or to be patient while you do something.
Where you use it
Very common on calls and chats while the agent checks a system: "Bear with me a moment while I pull up your account." Also "Could you bear with me?" or, in writing, "Please bear with us." It sounds friendly and polite.
Examples
Bear with me for a second while I check the delivery status.
Please bear with us; our system is running slowly today.
Usage note
The verb is bear (to tolerate), not bare (naked). "Bare with me" is a frequent spelling mistake.
Common phrases
bear with me a moment · please bear with us · could you bear with me · bear with me while I check
To show or say that you have noticed or accepted something, such as a customer's feelings, a problem or a message.
Where you use it
Agents acknowledge the customer's frustration before solving the problem: "I can see this has caused you a lot of trouble." In writing, companies acknowledge receipt of a complaint, meaning they confirm it has arrived. An automatic email of this kind is called an acknowledgement.
Examples
First acknowledge the problem, then explain what you can do.
We acknowledge receipt of your complaint and will reply within ten working days.
Usage note
The k in know is silent: say ak-NOL-ij. British English writes acknowledgement; American English often writes acknowledgment.
Common phrases
acknowledge the problem · acknowledge receipt · acknowledge the customer's frustration · acknowledgement email
Listening with full attention, checking that you have understood and showing the speaker that you are following.
Where you use it
A standard skill in customer service training. It includes not interrupting, using short signals such as "I see" and "Right", summarising ("So, if I've understood correctly...") and asking clarifying questions.
Examples
Active listening helps you find the real problem behind the complaint.
Quality reviewers check for active listening, such as summarising the customer's issue.
Common phrases
active listening skills · use active listening · practise active listening
The way something is said or written that shows feelings and attitude, such as friendly, formal, impatient or rude.
Where you use it
Agents work on their tone of voice on the phone and their tone in writing. Feedback may say "Your tone was a bit abrupt" or "Keep a positive tone." In chats and emails, word choice and punctuation create the tone.
Examples
Even when the customer is rude, keep your tone calm and professional.
A one-word reply can sound cold in tone, even if you don't mean it that way.
Common phrases
tone of voice · friendly tone · professional tone · keep a positive tone
A record in a support system for one customer request or problem, used to track it from the first contact until it is solved.
Where you use it
Agents open (or create, raise, log) a ticket, update it, assign it, escalate it and finally close it. Each ticket has a number, a status such as open, pending or solved, and a priority. CRM systems often call the same thing a case.
Examples
I've opened a ticket for you, and the reference number is 58214.
Please don't close the ticket until the customer confirms it works.
Usage note
In support work a ticket is not a bus or concert ticket (bilet) but a record of a customer's request.
Common phrases
open a ticket · raise a ticket · close a ticket · ticket status · assign a ticket
To pass a problem or complaint to a more senior person or a more specialised team because the first person cannot solve it.
Where you use it
Agents escalate a ticket, case or complaint to a supervisor, the second-line team or a manager. Customers sometimes ask for it directly: "I want this escalated." The noun is escalation, and companies usually have an escalation process. In general English a situation can also escalate, meaning it becomes more serious.
Examples
I've escalated your case to our senior team, and they will contact you within 24 hours.
If the customer is still unhappy, escalate the call to the team leader.
Common phrases
escalate a ticket · escalate a complaint · escalate to a supervisor · escalation process · escalation path
To contact someone again or take further action after a first conversation, to check progress or to finish something.
Where you use it
Common in promises to customers: "I'll follow up with our delivery partner and email you tomorrow." You follow up on a ticket and follow up with a person. The noun and adjective take a hyphen: a follow-up call, a follow-up email.
Examples
I'll follow up with the courier and let you know what they say.
Can you send a follow-up email to confirm the new delivery date?
Usage note
Verb: follow up (no hyphen). Noun and adjective: follow-up.
Common phrases
follow up with the customer · follow up on a ticket · follow-up call · follow-up email
A number given to a ticket, case or transaction so that anyone in the company can find it quickly later.
Where you use it
Agents give the customer a reference number at the end of a call or in an email, and ask for it when the customer contacts them again: "Do you have a reference number?" Also called a case number, ticket number or simply a reference (ref.).
Examples
Please keep this reference number in case you need to call us again.
Could you put your reference number in the subject line of your email?
Common phrases
give a reference number · quote your reference number · case reference number · reference number for your complaint
The level of importance or urgency given to a ticket, which decides how quickly it should be handled.
Where you use it
Tickets usually have priority levels such as low, medium, high and urgent, or P1 to P4, where P1 is the most critical. Agents set, raise or lower the priority. A service outage that affects many customers is normally top priority.
Examples
I've marked your ticket as high priority because your shop can't take payments.
Password resets are low priority unless the customer is completely locked out.
Common phrases
high priority · low priority · set the priority · top priority · priority level
To find the cause of a technical problem step by step and try to fix it.
Where you use it
Technical support agents troubleshoot devices, connections and software together with customers: restarting, checking settings, testing one thing at a time. Troubleshooting steps are often listed in the knowledge base. Many people avoid the past tense and say "we did some troubleshooting".
Examples
Let's troubleshoot the router together. Can you see any lights on the front?
After twenty minutes of troubleshooting, we found the cable was loose.
Common phrases
troubleshoot the problem · troubleshooting steps · basic troubleshooting · troubleshooting guide
A temporary way of avoiding a problem or getting a task done while the real fault has not yet been fixed.
Where you use it
Support teams offer a workaround when a bug or outage cannot be fixed immediately: "As a workaround, you can use the mobile app." Known issues in the knowledge base often list a workaround. The verb form is two words: work around a problem.
Examples
There's no fix yet, but there is a workaround: export the file as a PDF first.
The workaround worked, but the customer still wants the bug fixed properly.
Common phrases
offer a workaround · temporary workaround · find a workaround · known workaround
The first level of a support team, which receives all incoming requests, solves simple problems and escalates the rest.
Where you use it
Also called first-level, level 1 or tier 1 support. Second-line support takes the harder technical cases, and third-line support is usually specialists or developers. First-line agents rely on scripts and the knowledge base.
Examples
First-line support resolves about 70 percent of tickets without escalation.
I started in first-line support and moved to the second-line team after a year.
Common phrases
first-line support team · second-line support · work in first-line support · tier 1 support
A number of tickets, emails or tasks that have built up and are waiting to be dealt with.
Where you use it
Teams talk about clearing, reducing or working through the backlog. A backlog often grows after holidays, outages or product launches, and supervisors may add extra shifts to get it down.
Examples
After the outage we had a backlog of 3,000 emails.
We should clear the backlog by Friday if nothing else goes wrong.
Common phrases
clear the backlog · reduce the backlog · ticket backlog · growing backlog
The solution to a problem or complaint, or the point at which it is fully solved.
Where you use it
Used in tickets and reports: resolution time, resolution notes, "the ticket is awaiting resolution". Companies aim for a fair resolution of complaints and track how long resolution takes. The verb is resolve.
Examples
Please write a short note on the resolution before you close the ticket.
Our average resolution time for email tickets is two days.
Usage note
Resolution also means the sharpness of a screen or image ("high resolution") and a formal decision taken at a meeting.
Common phrases
resolution time · find a resolution · quick resolution · resolution notes · awaiting resolution
A short message that tells a customer or colleague how a case, order or problem is progressing.
Where you use it
Customers often ask for a status update when a ticket has been open for a long time. Agents give or send status updates, such as "We're still waiting for the engineer's report." During outages companies post regular status updates on a status page.
Examples
Could you give me a status update on my repair?
We'll post a status update every two hours until the service is back.
Common phrases
give a status update · send a status update · ask for a status update · status page
A unique code that a shop gives to each purchase so that the order can be found, tracked and discussed later.
Where you use it
Usually the first thing an agent asks for: "Could I have your order number, please?" It appears in the confirmation email and on the invoice. Agents read it back to the customer to check it, often digit by digit.
Examples
Could you give me your order number? It starts with two letters.
That order number doesn't match anything in our system. Could you check the email again?
Usage note
Read long numbers in small groups. Zero is said as zero or "oh", and in British English repeated digits are often read as "double five" for 55.
Common phrases
give your order number · quote the order number · order number reference · confirm the order number
A customer's registered record with a company, holding their personal details, orders, payments and settings.
Where you use it
Customers create, log in to, update, close or suspend an account. Agents access the account only after verifying the caller. The account holder is the person the account belongs to, and usually only they can make changes.
Examples
For security reasons I can only discuss the account with the account holder.
You can change your password in your account settings.
Common phrases
account holder · account number · account settings · close an account · log in to your account
The process of preparing and sending bills or invoices to customers and taking their payments; also the department that does this.
Where you use it
Common in telecoms, utilities and subscriptions: billing department, billing address, billing cycle, billing error. Many calls are billing questions, for example about an unexpected charge or a payment date.
Examples
I'll transfer you to billing; they can explain the charges on your last bill.
Please check that your billing address matches the address on your card.
A document from a seller that lists the goods or services provided, their prices and the amount the buyer has to pay.
Where you use it
Sellers issue and send invoices; buyers receive and pay them. An invoice has a number and a due date. Customers often call to ask for a copy of an invoice or to report an error on it. Invoice is common between businesses; individual consumers more often talk about a bill.
Examples
I'll email you a copy of the invoice right away.
There's a mistake on invoice 2041: we were charged for twelve licences, not ten.
Usage note
Turkish "fatura" can mean invoice or bill. Monthly phone, gas and electricity statements are usually called bills: "my phone bill".
Common phrases
issue an invoice · send an invoice · copy of the invoice · invoice number · pay an invoice
To check that something is true or correct, especially to confirm that a caller really is the account holder.
Where you use it
Before discussing an account, agents verify the customer's identity with security questions, a date of birth or a one-time code. Common phrases: "verify your identity", "verify your account", "For security, I need to verify a few details." The noun is verification.
Examples
Before we continue, I just need to verify a few details. Can you confirm your date of birth?
We couldn't verify your identity, so we're unable to make changes to the account.
Common phrases
verify your identity · verify the account · verify a few details · identity verification · security verification
To stop an order, booking, subscription or service so that it does not happen or does not continue.
Where you use it
Customers cancel an order, a subscription, a contract or a direct debit, and agents process the cancellation. Before cancelling, companies often try to keep the customer with a special offer, which is part of retention work.
Examples
I'd like to cancel my subscription at the end of this month.
Your order was cancelled because the payment didn't go through.
Usage note
British English writes cancelled and cancelling; American English usually writes canceled and canceling. The noun cancellation always has double l.
Common phrases
cancel an order · cancel a subscription · cancel the contract · cancellation fee · process a cancellation
The act of bringing goods to a customer's address; also the goods that are brought.
Where you use it
Customers ask about delivery dates, delivery times and delivery fees. Typical problems are a late delivery, a missed delivery, a failed delivery attempt and a delivery to the wrong address. Agents check the delivery status with the courier.
Examples
Delivery usually takes two to three working days.
The courier tried to deliver your parcel, but nobody was home, so it's been taken to the depot.
Usage note
Turkish "kargo" usually means a parcel or a courier service. In English cargo means large loads carried by ship, plane or truck, so for online orders say parcel, package, courier or delivery.
Common phrases
delivery date · late delivery · delivery address · delivery status · free delivery
A code given to a parcel by the courier so that the customer and the seller can follow online where it is.
Where you use it
Sent in the shipping confirmation email. Customers enter it on the courier's website, and agents ask for it to check the delivery status. Also called a tracking code or tracking ID.
Examples
I've sent the tracking number to your email so you can follow the parcel.
The tracking number shows the package is still at the sorting centre.
Common phrases
send the tracking number · enter the tracking number · tracking link · tracking information
A reversal of a card payment that happens when a customer disputes a transaction with their bank or card provider.
Where you use it
A customer may open a chargeback if an item never arrived or a payment was not authorised. The bank takes the money back from the merchant, who can respond with evidence. Customer service teams often try to solve the problem before the customer goes to the bank.
Examples
The customer opened a chargeback, so we can't issue a separate refund.
Chargebacks for undelivered parcels went up during the holiday season.
Common phrases
open a chargeback · file a chargeback · chargeback dispute · chargeback rate
An arrangement in which a customer pays regularly, for example monthly or yearly, to receive a product or use a service.
Where you use it
Customers start, renew, upgrade, downgrade, pause or cancel a subscription. Many calls are about automatic renewal and unexpected charges. Common phrases: monthly subscription, annual subscription, subscription plan, subscription fee.
Examples
Your subscription renews automatically on the 1st of each month.
I'd like to downgrade my subscription to the basic plan.
Common phrases
cancel a subscription · renew a subscription · monthly subscription · subscription plan · subscription fee
To ask a customer to pay more than the correct amount, often by mistake.
Where you use it
Customers say "I've been overcharged" or "You've overcharged me." Agents check the bill, confirm the overcharge (the noun is stressed on the first syllable) and arrange a refund or a credit. The opposite is undercharge.
Examples
I think I've been overcharged; my bill is twice the usual amount.
We overcharged you by £12, and the difference will be refunded today.
Common phrases
be overcharged · overcharge a customer · overcharge by · refund the overcharge
Not available to buy at the moment because the shop or warehouse has none left.
Where you use it
Used about products: "This item is out of stock." Before a noun it takes hyphens: out-of-stock items. Customers ask when an item will be back in stock, and some shops let them place a backorder or sign up for an alert.
Examples
I'm sorry, the blue version is out of stock until next week.
The out-of-stock items were removed from your order and refunded.
Common phrases
be out of stock · temporarily out of stock · back in stock · out-of-stock items
Any information that can identify a living person, such as a name, address, phone number, email address or card details.
Where you use it
Agents handle personal data every day, so their work is shaped by data protection laws such as the GDPR in the EU and KVKK in Turkey. Common phrases: process personal data, protect personal data, a data breach. Account details are usually shared only after the caller is verified.
Examples
We can't send personal data by email unless it is encrypted.
Personal data in call recordings is deleted after twelve months.
Common phrases
process personal data · protect personal data · personal data request · data protection · data breach
Money that is paid back to a customer, for example because they returned a product, cancelled a service or were charged by mistake.
Where you use it
Companies process, issue or approve a refund; a customer gets a full or partial refund. As a verb it is often stressed on the second syllable: "We will refund the amount within five working days." Refunds usually go back to the original payment method.
Examples
Your refund has been processed and should appear on your card in 3 to 5 working days.
We can offer you a partial refund because one item arrived damaged.
Usage note
A refund is the money; a return is sending the product back. A customer can return an item and receive a refund.
Common phrases
full refund · partial refund · process a refund · issue a refund · refund request
To send or take a product back to the seller, usually because it is faulty, wrong or no longer wanted.
Where you use it
Customers return items and agents process returns. As a noun: "start a return", "a return label", "the returns team". Online shops usually set a return window, the number of days in which a product can be sent back.
Examples
You can return the shoes within 30 days if they don't fit.
Please print the return label and attach it to the box.
Usage note
Do not say "return back": return already means "send or go back".
Common phrases
return an item · process a return · return label · return window · free returns
Giving back a product and receiving a different one in its place, for example another size, another colour or a working unit.
Where you use it
Customers ask for an exchange or ask to exchange an item. Shops often offer a choice: "an exchange or a refund". As a verb it takes for: "exchange the jacket for a larger size".
Examples
Would you prefer an exchange or a refund?
I'd like to exchange this phone case for a black one.
Common phrases
offer an exchange · exchange an item · exchange for a different size · exchange or refund
A written promise from a manufacturer or seller to repair or replace a product if it develops a fault within a certain period.
Where you use it
A product is under warranty or out of warranty, and customers make a warranty claim. Many products come with a one- or two-year warranty, and customers can sometimes buy an extended warranty. Agents check the purchase date to see whether the warranty still applies.
Examples
Your laptop is still under warranty, so the repair will be free of charge.
Unfortunately, water damage is not covered by the warranty.
Usage note
Guarantee is very close in meaning, and British shops often say "a two-year guarantee". Guarantee is also used for promises such as a "money-back guarantee".
Common phrases
under warranty · out of warranty · warranty claim · extended warranty · covered by the warranty
A new product sent to a customer instead of one that was faulty, damaged, lost or wrong.
Where you use it
Customers ask for a replacement, and companies send, arrange or ship one. A typical offer is "We can send you a replacement or give you a full refund." Replacement parts are the pieces used to repair something.
Examples
We'll send a replacement today, and you can return the broken one with the free label.
The replacement arrived damaged too, so the customer wants a refund now.
Common phrases
send a replacement · free replacement · replacement item · replacement parts · arrange a replacement
Not working properly because something is wrong with it, often from the time it was made or delivered.
Where you use it
Used for products and parts: a faulty charger, a faulty item, faulty goods. Customers say a product "is faulty" or "arrived faulty". Return policies usually treat faulty items differently from items a customer simply does not want.
Examples
The kettle was faulty from day one; it never switched off by itself.
If the item is faulty, we'll cover the cost of returning it.
Usage note
Defective means the same and is more common in American English.
A paper or electronic document that shows you have paid for something, with the date, the items and the price.
Where you use it
Shops ask customers to keep or bring the receipt for returns, and online shops send an email receipt. In formal emails, "acknowledge receipt" means to confirm that you have received something.
Examples
Do you still have the receipt? I need the date of purchase.
I didn't get an email receipt for my order. Can you resend it?
Usage note
The p is silent: /rɪˈsiːt/. A receipt shows that a payment was made; an invoice asks for payment or records a sale.
Common phrases
keep the receipt · email receipt · original receipt · acknowledge receipt · gift receipt
Money, a discount or another benefit given to a customer to make up for a problem, a loss or poor service.
Where you use it
Customers ask for or claim compensation; companies offer it. In everyday service work it is often small, such as a credit on the account or a free month. In legal contexts compensation can mean money ordered by a court, so companies choose the word carefully in writing.
Examples
As compensation for the outage, we've added a £10 credit to your account.
The customer is asking for compensation for the missed appointment.
Common phrases
offer compensation · claim compensation · as compensation for · compensation request
An amount of money that a shop gives a customer to spend on future purchases there, instead of paying cash back to their card.
Where you use it
Offered for returns without a receipt, after a sale or as a goodwill gesture. Customers may receive store credit as a gift card or as a balance in their online account. Some customers prefer a refund, so agents explain the difference clearly.
Examples
Without a receipt, we can only offer store credit for the return.
The store credit has been added to your account and doesn't expire.
Common phrases
offer store credit · receive store credit · store credit balance · use store credit
A paper or digital code that can be used instead of money or to get a discount on a product or service.
Where you use it
Companies send discount vouchers, gift vouchers or voucher codes, often as compensation. Customers redeem or apply a voucher at checkout, and vouchers usually have an expiry date. American English more often says coupon or gift certificate.
Examples
We're sorry for the delay. Here's a 15% voucher for your next order.
The voucher code didn't work at checkout. It says it has expired.
Common phrases
discount voucher · gift voucher · voucher code · redeem a voucher · apply a voucher
Something a company gives a customer, such as a discount or a small refund, to show that it cares, even when it does not have to.
Where you use it
Usually used in the phrase "as a goodwill gesture" or "as a gesture of goodwill". Agents may be allowed to offer goodwill gestures up to a certain amount without a manager's approval. Companies use them to keep customers after a bad experience.
Examples
As a goodwill gesture, we've refunded the delivery charge.
Agents can offer a goodwill gesture of up to 20 euros.
Common phrases
as a goodwill gesture · offer a goodwill gesture · gesture of goodwill · goodwill credit
A company's rules about whether, when and how customers can return products, and what they receive back.
Where you use it
Often called returns policy in British English. It usually states the return period (for example 30 days), the condition the product must be in, and whether the customer gets a refund, an exchange or store credit. Agents often quote it: "According to our return policy..."
Examples
Our return policy allows returns within 30 days if the product is unused.
Please read the return policy before you send the item back.
Usage note
A shop's return policy is separate from consumers' legal rights. In the EU and in Turkey, for example, consumers who buy online generally have 14 days to withdraw from the purchase, called the right of withdrawal.
Common phrases
return policy · 30-day return policy · according to our return policy · returns policy
A document, such as a receipt, an invoice or an order confirmation, that shows when and where a product was bought.
Where you use it
Needed for returns, exchanges and warranty claims. Agents ask "Do you have proof of purchase?" and, depending on company rules, accept a receipt, a bank statement or an order email.
Examples
We'll need proof of purchase to repair the device under warranty.
An order confirmation email is accepted as proof of purchase.
Common phrases
show proof of purchase · valid proof of purchase · proof of purchase required · keep your proof of purchase
How happy customers are with a company's products, its service or a single interaction; also the measure of this happiness.
Where you use it
Companies measure customer satisfaction with short surveys after calls or chats and report it as a score, often called CSAT. Teams talk about improving, measuring and tracking customer satisfaction and about satisfaction rates.
Examples
Customer satisfaction went up after we added weekend chat support.
Our bonus depends partly on customer satisfaction scores.
Opinions, comments or information from customers about a product or service, used to learn what works and what needs to change.
Where you use it
Companies ask for, collect and act on feedback; customers give or leave feedback, which can be positive or negative. Team leaders also give agents feedback on their calls after listening to recordings.
Examples
Thank you for your feedback. I've passed it on to our product team.
We received a lot of positive feedback about the new returns process.
Usage note
Feedback is uncountable: "some feedback", "a piece of feedback", never "feedbacks" or "a feedback".
Common phrases
give feedback · leave feedback · positive feedback · customer feedback · act on feedback
The time between a customer contacting a company and receiving a reply, often measured in minutes for chat and in hours for email.
Where you use it
Teams track first response time (the first human reply) and average response time. Companies often promise a response time, such as "within 24 hours", on their website or in an SLA. Customers often judge a company's service by how fast it replies.
Examples
Our average response time on email is under four hours.
Response time on social media is slower at weekends because fewer agents are working.
Common phrases
first response time · average response time · improve response time · response time target
Service level agreement: a written agreement that sets the standard of service a provider must deliver, such as response and resolution times.
Where you use it
Used with business clients and inside companies: "Our SLA is a four-hour response for urgent tickets." A ticket breaches the SLA if it is not handled in time. In call centres, service level also means the share of calls answered within a target time, such as 80 percent in 20 seconds.
Examples
This ticket will breach the SLA in 30 minutes, so please pick it up now.
Our SLA with the client promises a response within one business hour.
Common phrases
meet the SLA · breach the SLA · SLA target · within SLA · service level
Solving a customer's problem completely in their first call, chat or email, so they do not need to contact the company again; also the percentage of cases solved this way.
Where you use it
Often shortened to FCR and also called first call resolution. It is one of the main call centre metrics, because repeat contacts cost time and annoy customers. Teams try to raise first contact resolution with better training and knowledge bases.
Examples
Our first contact resolution rate went up to 78 percent after the new training.
For most customers, first contact resolution matters more than a fast answer that doesn't solve anything.
Common phrases
first contact resolution rate · improve first contact resolution · FCR target · first call resolution
Customer satisfaction score: a measure based on short surveys that ask customers how satisfied they were with a product or with one interaction.
Where you use it
Customers usually rate their experience on a scale such as 1 to 5 right after a call or chat. The CSAT score is often reported as the percentage of satisfied answers (4 or 5). Agents and teams may have CSAT targets, and low scores are often reviewed.
Examples
Our CSAT for live chat is 92 percent this month.
Every low CSAT score is reviewed by a team leader.
A measure of customer loyalty based on one question: how likely, on a scale from 0 to 10, a customer is to recommend the company to a friend.
Where you use it
Shortened to NPS. People who answer 9 or 10 are promoters, 7 or 8 passives and 0 to 6 detractors. The score is the percentage of promoters minus the percentage of detractors, so it ranges from -100 to +100. It measures the overall relationship rather than one call.
Examples
Our Net Promoter Score rose from 21 to 35 after we improved delivery times.
The Net Promoter Score survey goes out to customers 30 days after they sign up.
Common phrases
Net Promoter Score survey · NPS score · promoters and detractors · improve NPS
A set of questions sent to customers to collect their opinions, for example right after a call or a purchase.
Where you use it
Companies send out or run surveys; customers fill in, complete or take them. Post-call and post-chat surveys are short, often one to three questions. The response rate is the share of customers who answer.
Examples
At the end of the call you'll hear a short survey about our service.
Only 12 percent of customers completed the email survey.
Usage note
The noun is stressed on the first syllable (SUR-vey); the verb, as in "to survey customers", is often stressed on the second (sur-VEY).
Common phrases
customer survey · post-call survey · fill in a survey · send out a survey · survey response rate
How long a customer has to wait before an agent answers their call or chat.
Where you use it
Companies track average wait time and sometimes tell callers their estimated wait time: "Your estimated wait time is five minutes." Long wait times lead to abandoned calls. Hold time is different: it is the waiting during a call, after an agent has answered.
Examples
Wait times are longer on Monday mornings, so customers often call back in the afternoon.
The new IVR cut our average wait time by two minutes.
Usage note
British English often says waiting time; wait time is more common in American English and in support software.
Common phrases
average wait time · estimated wait time · long wait times · reduce wait time
The loss of customers who stop using a company's service or cancel their subscription during a certain period.
Where you use it
Common in telecoms, software and other subscription businesses: churn rate, reduce churn, high churn. As a verb, customers churn when they leave. Support teams track poor service as one of the reasons for churn.
Examples
Our monthly churn fell from 4 to 3 percent after we improved onboarding.
Customers who wait more than a week for a fix are more likely to churn.
Checking calls, chats and emails against set standards to make sure the service is correct, consistent and polite.
Where you use it
Often shortened to QA. A QA team listens to recorded calls, scores them with a checklist (greeting, verification, accuracy, tone) and gives feedback to agents. The message "This call may be recorded for quality and training purposes" refers to this process.
Examples
Quality assurance scores five random calls per agent every month.
The quality assurance team noticed that some agents were skipping the security check.
A person who answers customers' calls, chats or emails and helps them on behalf of a company.
Where you use it
Common job titles: customer service agent, support agent, call centre agent, and also customer service representative (CSR or rep) or advisor. Customers often say "I want to speak to a real agent" to get past an automated system.
Examples
All our agents are busy at the moment. Please stay on the line.
She started as a support agent and is now a team leader.
Usage note
Agent is a normal, neutral job title in English. The Turkish meaning "ajan" (spy) is only one of its uses.
Common phrases
customer service agent · support agent · call centre agent · speak to an agent · live agent
An office where many agents handle phone calls from customers, or make calls to them, for one or more companies.
Where you use it
A call centre can be in-house or outsourced to another company. Many companies now say contact centre, because agents also handle chat, email and social media. Typical words around it: shifts, queues, headsets, scripts and targets.
Examples
Our call centre is open 24 hours a day, seven days a week.
Many graduates start their careers in a call centre.
Usage note
American English writes call center. Contact centre is the broader, more modern name.
Common phrases
call centre agent · work in a call centre · outsourced call centre · call centre manager · contact centre
A person who manages a group of agents, checks their work and handles difficult calls that are escalated to them.
Where you use it
Unhappy customers often ask "Can I speak to your supervisor?" or "to a manager". The agent can then transfer the call or arrange for the supervisor to call back. Supervisors also approve refunds above a limit. In many call centres the same role is called team leader.
Examples
I understand. Let me check whether a supervisor is available to speak with you.
My supervisor approved the refund, so I can process it now.
Common phrases
speak to a supervisor · call centre supervisor · shift supervisor · supervisor approval
A line of calls, chats or tickets waiting to be answered, usually handled in the order they arrived.
Where you use it
Calls wait in a queue until an agent is free, and wallboards show how many contacts are in the queue and how long they have waited. Agents may work on a specific queue, such as billing or technical support. As a verb: "calls are queuing".
Examples
There are 25 calls in the queue, so please keep your calls short.
Your call is important to us. You are number six in the queue.
Usage note
Pronounced /kjuː/, exactly like the letter Q. In everyday American English people stand in line, but queue is used everywhere in support software.
Common phrases
in the queue · call queue · queue time · join the queue · clear the queue
The average length of one customer contact, including talking time, hold time and the work done after the call.
Where you use it
Usually shortened to AHT. It is calculated as total talk time plus hold time plus after-call work, divided by the number of calls, and call centres use it to plan how many agents they need. Managers usually look at it together with FCR and CSAT, because very short calls do not always mean good service.
Examples
My average handle time is about six minutes, which is close to the team target.
Average handle time goes up every January because of billing questions.
Common phrases
reduce average handle time · AHT target · high average handle time · average handle time per call
A written text or guide that tells agents what to say during a call, including the greeting, key questions and the closing.
Where you use it
Agents follow a script, especially in sales and outbound calls. Some companies prefer flexible call guides, because customers dislike agents who sound scripted. Going off script means saying something that is not in the script.
Examples
New agents should follow the script until they know the products well.
Customers can tell when you're reading from a script.
Common phrases
follow the script · call script · sales script · go off script · read from a script
A call that a customer makes to a company, for example to ask a question, report a problem or place an order.
Where you use it
Inbound teams answer incoming calls, and outbound teams make calls. Job ads often mention inbound customer service. Inbound volume is the number of incoming calls in a period and is used to plan shifts.
Examples
We receive about 1,500 inbound calls a day, most of them before noon.
Inbound calls about the outage doubled the waiting time.
Common phrases
handle inbound calls · inbound call volume · inbound team · inbound customer service
A call that an agent makes to a customer, for example to follow up, confirm an appointment, collect a payment or sell a product.
Where you use it
Outbound work includes callbacks, surveys, sales and collections. Many countries have rules about marketing calls to people who have not agreed to receive them. Outbound teams often use a dialler, software that dials numbers automatically.
Examples
Tomorrow you'll be on outbound calls, following up on last week's complaints.
Each outbound call must start with the company name and the reason for the call.
Common phrases
make outbound calls · outbound campaign · outbound team · outbound sales
Interactive voice response: an automated phone menu that greets callers and lets them choose options by pressing keys or speaking.
Where you use it
The IVR says things like "Press 1 for billing, press 2 for technical support." It routes callers to the right queue and can handle simple tasks, such as checking a balance, without an agent. Long or confusing IVR menus are a common customer complaint.
Examples
We added an IVR option for delivery questions, so those calls go straight to the logistics team.
The IVR asks callers to enter their account number before they reach an agent.
Common phrases
IVR menu · IVR option · go through the IVR · IVR system
A fixed period of working time, such as morning, evening or night, especially in places that operate for long hours.
Where you use it
Call centres run on shifts so that the phones are covered all day: early shift, late shift, night shift, weekend shift. Agents start, finish, swap or cover shifts. Shift patterns and break times are planned by the workforce management team.
Examples
I'm on the late shift this week, from 2 pm to 10 pm.
Can anyone cover my shift on Saturday?
Common phrases
night shift · late shift · cover a shift · swap shifts · shift pattern
The tasks an agent does after ending a call, such as writing notes, updating the CRM and sending follow-up emails.
Where you use it
Shortened to ACW and also called wrap-up or wrap time. It is included in average handle time. While in after-call work status, agents usually do not receive new calls, so teams watch how long it takes.
Examples
Keep after-call work short, but make sure your notes are clear.
Our after-call work averages 45 seconds per call.
Common phrases
after-call work time · after-call work status · ACW · wrap-up time
A call in which the customer hangs up before reaching an agent, usually because the wait is too long.
Where you use it
Call centres measure the abandonment rate, the percentage of abandoned calls, and often call those customers back. A high abandonment rate usually means there are too few agents for the number of incoming calls.
Examples
We had 300 abandoned calls on Monday because of the system outage.
The callback team returns every abandoned call within an hour.
A person who leads a small group of agents, supports them during shifts, monitors their performance and coaches them.
Where you use it
Often shortened to TL. Team leaders take escalated calls, run team meetings, give feedback and report to managers. In many call centres team leader and supervisor mean almost the same job.
Examples
I'll ask my team leader to approve the refund.
Our team leader listens to two calls with each of us every week.
Common phrases
team leader approval · speak to my team leader · call centre team leader · report to the team leader
Frequently asked questions: a list of common customer questions with short answers, usually published on a website or in an app.
Where you use it
Used as "the FAQ", "our FAQ page" or "FAQs". Agents often send a link to the FAQ instead of typing a full answer, and teams update it when the same question keeps coming in. It is pronounced as letters (F-A-Q) or as one word, /fæk/.
Examples
You'll find the full answer in the FAQ section of our website.
We updated the FAQ after many customers asked about the new delivery fees.
Common phrases
FAQ page · FAQ section · check the FAQs · update the FAQ
A team or service, often inside a company or for software products, that answers users' questions and solves their technical problems.
Where you use it
Often used for IT support: employees contact the help desk or raise a ticket with the help desk when their laptop or password stops working. Also written helpdesk. Help desk software is a ticketing tool for support teams.
Examples
If you can't log in, call the help desk on extension 4000.
Our help desk handles about 300 tickets a week.
Common phrases
IT help desk · contact the help desk · help desk software · help desk analyst
Customer relationship management: software and practices that keep all information about customers and their contacts with a company in one place.
Where you use it
Agents open the customer's record in the CRM to see past orders, calls and notes. People say "CRM system", "update the CRM" and "log the call in the CRM". Sales and marketing teams use the same customer data.
Examples
Please add a note in the CRM so the next agent knows what we promised.
The CRM shows that she called us three times last week.
Common phrases
CRM system · update the CRM · CRM record · log a call in the CRM
A collection of articles, guides and answers that agents or customers can search to find solutions to common problems.
Where you use it
An internal knowledge base is for agents; an external one, often called a help centre, is for customers. Agents search the knowledge base during calls, and teams write, update and link knowledge base articles.
Examples
Check the knowledge base before you escalate; there's an article on this error.
I've sent you a link to a knowledge base article that explains each step.
Common phrases
knowledge base article · search the knowledge base · internal knowledge base · update the knowledge base
A computer program that answers customer messages automatically, often on a website or messaging app, before or instead of a human agent.
Where you use it
Chatbots answer simple questions, collect details and hand complex chats over to a human agent. Customers often type "agent" or "human" to leave the chatbot. Many modern chatbots use AI to understand free text.
Examples
The chatbot handles order tracking, so agents can focus on harder cases.
The customer got stuck in a loop with the chatbot and couldn't reach a person.
Common phrases
chatbot conversation · hand over from the chatbot · AI chatbot · chatbot flow
Software that records each customer request as a ticket and helps a team assign, track, prioritise and close them.
Where you use it
Also called help desk software. Emails, chats and web forms can create tickets automatically. Agents work through their queue in the ticketing system, add internal notes that the customer cannot see and change the ticket status.
Examples
All customer emails go into the ticketing system automatically.
We moved to a new ticketing system, so old tickets have new numbers.
Common phrases
ticketing system · log into the ticketing system · ticketing tool · help desk software
A ready-made reply saved in a support tool so that agents can send it quickly to answer common questions.
Where you use it
Also called saved replies, templates or macros. Agents usually personalise a canned response with the customer's name and details so it does not sound robotic. Canned, as in canned food, suggests something prepared in advance.
Examples
Use the canned response for password resets, but add the customer's name.
The reply was clearly a canned response; it didn't answer my question at all.
Common phrases
use a canned response · personalise a canned response · saved reply · email template
Ways for customers to find answers and complete tasks on their own, without contacting an agent, such as FAQs, help centres and online forms.
Where you use it
Common phrases: self-service portal, self-service options, self-service channel. Companies invest in self-service to reduce simple calls; customers can, for example, track orders, change addresses or download invoices themselves.
Examples
Most customers now change their address through the self-service portal.
We added self-service returns, and calls about returns fell by a third.
Describing a service that connects all channels, such as phone, chat, email and social media, so customers can move between them without repeating information.
Where you use it
Used in phrases like omnichannel support, omnichannel experience and omnichannel platform. Multichannel only means that several channels exist; omnichannel means they share the same customer history.
Examples
With omnichannel support, a customer can start in chat and continue by phone.
Our new omnichannel platform shows emails, chats and calls in one timeline.
Ten questions from this glossary. Pick the right meaning for each term and see your score.
How to learn customer service vocabulary
Learn whole phrases, not single words: "Let me look into that for you", "Could you bear with me for a moment?" and "I'll get back to you by the end of the day" are used on every shift.
Read real support texts in English, such as help centre articles, FAQ pages, order and refund emails, return policies and chat transcripts, and notice how each term is used.
Follow the structure of a call when you study: greeting, verifying the customer, understanding the issue, offering a solution and closing. Group new phrases by the stage where you need them.
Practise spelling names and email addresses with a phonetic alphabet (A for Alpha, B for Bravo) and reading order numbers aloud in small groups; you will do it in almost every call.
Notice softening words such as "I'm afraid", "unfortunately" and "would you mind". Direct translations from Turkish can sound too blunt in English, especially in writing.
Frequently asked questions
What is the difference between a refund, a return and an exchange?
A return is sending a product back to the seller. After a return, the customer usually gets either a refund (their money back) or an exchange (a different size, colour or a working unit in place of the old one). In Turkish all three are often called "iade", so it helps to say exactly what the customer wants.
What does "escalate" mean in customer service?
To escalate a ticket or complaint is to pass it to someone with more authority or expertise, such as a supervisor, a second-line team or a manager, because the first agent cannot solve it. Turkish teams often use the same word: "eskale etmek". Do not confuse it with de-escalate, which means calming down a tense conversation.
What do CSAT, NPS, FCR and AHT stand for?
CSAT is customer satisfaction score, usually collected with a short survey after a call or chat. NPS is Net Promoter Score, based on how likely customers are to recommend the company. FCR is first contact resolution, the share of problems solved in the first contact. AHT is average handle time, the average length of a contact including after-call work.
How do I say "size dönüş yapacağız" in English?
The natural phrase is "We'll get back to you", ideally with a time: "We'll get back to you within 24 hours." "We'll return to you" sounds unnatural. On the phone you can also say "We'll call you back."
Why do Turkish call centres use English words like ticket, SLA and churn?
Support software, international clients and training materials are mostly in English, so many terms are used as they are: ticket, SLA, CSAT, churn, inbound, outbound, script. Knowing their exact English meaning helps you use them correctly with both customers and colleagues.
