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Customer Service vocabulary · Refunds, Returns & Compensation

Goodwill gesture

Meaning in customer service, with examples

nounCommon term

In customer service, goodwill gesture means: 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.

In Turkish: iyi niyet jesti, jest, gönül alma jesti

How it is used

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.

Example sentences

  1. As a goodwill gesture, we've refunded the delivery charge.

  2. Agents can offer a goodwill gesture of up to 20 euros.

Common collocations

  • as a goodwill gesture
  • offer a goodwill gesture
  • gesture of goodwill
  • goodwill credit
  • compensationMoney, a discount or another benefit given to a customer to make up for a problem, a loss or poor service.
  • voucherA paper or digital code that can be used instead of money or to get a discount on a product or service.
  • store creditAn amount of money that a shop gives a customer to spend on future purchases there, instead of paying cash back to their card.
  • customer retentionKeeping existing customers so that they continue buying from or using a company, instead of leaving for a competitor.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Refunds, Returns & Compensation

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