unit 6

to succeed in finishing something or reaching an aim, especially after a lot of work or effort

(to) achieve

people of a similar age, considered as a group

age group

making you feel annoyed

annoying

to tell someone that you are sorry for having done something that has caused them problems or unhappiness

(to)apologize

notice, thought or interest

attention

a prize or a sum of money that is given to someone following an official decision

award

extremely bad or unpleasant

awful

a large office in which a company's employees provide information to its customers, or sell or advertise its goods or services by telephone

call centre

to think that something is important and to feel interested in it or upset about it

(to) care

an act or the possibility of choosing

choice

a small group of people chosen to represent a larger organization and either make decisions or collect information for it

committee

when two or more people or things are compared

comparison

when someone says that something is wrong or not satisfactory

complaint

to organize an examination of opinions, behaviour, etc., made by asking people questions

(to) conduct survey

saying that someone or something is bad or wrong

critical

the fact of a customer buying products or services from the same company over a long period of time

customer loyalty

the date on which goods that have been bought will arrive at a place

delivery date

without anyone or anything else being involved or between

direct

not pleased with something

dissatisfied

working or operating quickly and effectively in an organized way

efficient

to be able to understand how someone else feels

(to)empathize

to make someone more likely to do something, or to make something more likely to happen

(to) encourage

to make something certain to happen

(to) ensure

knowledge or skill from doing, seeing or feeling things

experience

to start to love someone

(to) fall in love with

information or statements of opinion about something, such as a new product, that provide an idea of whether it is successful or liked

feedback

special, successful, or giving someone an advantage

golden

a person skilled in something or who gives advice

guru

costing half the usual price

half-price

to deal with, have responsibility for, or be in charge of

(to) handle

demanding or capricious

hard-to-please

willing to help, or useful

helpful

a set of connected hotel owned by one company

hotel chain

when something gets better or when you make it better

improvement

to (cause something to) get better

(to) improve

not in a direct way

in a roundabout way

to make someone feel that they want to do something and can do it

(to) inspire

a list of things provided or work done together with their cost, for payment at a later time

invoice

the technology of the production, storage, and communication of information using computers and microelectronics

IT (information technology)

to do what you have told someone that you would do

(to) keep promises

to do what you have promised or planned to do

(to) keep to smth

to connect a computer to a computer system by typing your name, so that you can start working

(to) log on

a plastic card which is given to a customer by a business and which is used to record information about what the customer buys and to reward them for buying goods or services from the business

loyalty card

a computer which is small enough to be carried around easily and is designed for use outside an office

laptop

to become nervously active or agitated

(to) make fuss

to satisfy one’s demands

(to) meet the needs

to not see or hear something or someone

(to)miss

the things that a person must have in order to have a satisfactory life

need

to have formal discussions with someone in order to reach an agreement with them

(to) negotiate

to officially suggest someone for an election, job, position or honour

(to) nominate

to tell someone officially about something

(to) notify

individually

on a personal basis

at the expected or scheduled time

on time

a thought or belief about something or someone

opinion

one thing which can be chosen from a set of possibilities, or the freedom to make a choice

option

at regular intervals

periodically

dealing with a particular customer in a particular way

personalized service

describes someone who doesn't usually get emotional or excited about things

phlegmatic

to answer the phone

(to) pick up

a proof that you have paid for the flight

plane ticket

not good, being of a very low quality

poor

activities to advertise something

promotion

a suggestion, sometimes a written one

proposal

a piece of equipment which is used to cause liquid, air or gas to move from one place to another

pump

to make smb wait for a short time

(to)put on hold

how good or bad something is

quality

a list of questions that several people are asked so that information can be collected about something

questionnaire

to repeat the words that someone else has said or written

(to) quote

a person who works in a place such as a hotel, office or hospital, who welcomes and helps visitors and answers the telephone

receptionist

a piece of information or a description of an event which is written on paper or stored on a computer

record

the process of getting back something lost, especially health, ability, possessions, etc

recovery

an amount of money that is given back to you, especially because you are not happy with a product or service that you have bought

refund

to put something that is damaged, broken or not working correctly, back into good condition

(to) repair

the fact that a customer returns to buy more products or services from the same company

repeat business

when you politely or officially ask for something

request

a detailed study of a subject, especially in order to discover (new) information

research

to say or do something as a reaction to something that has been said or done

(to) respond

a person, shop or business that sells goods to the public

retailer

something given in exchange for good behaviour or good work, etc

reward

a usual or fixed way of doing things

routine

an accepted principle or instruction that states the way things are or should be done

rule

pleased because something has happened in the way that you wanted

satisfied

to establish

(to) set up

the state of being either male or female

sex

important or noticeable

significant

relating to one thing and not others

specific

a stage in a process

step

a detailed plan for achieving success

strategy

to experience physical or mental pain

(to) suffer

acceptable or right for someone or something

suitable

a company, person, etc. that provides things that people want or need

supplier

a car with a driver who you pay to take you somewhere

taxi

a worker trained with special skills, especially in science or engineering

technician

to cause (something) to cease operating

(to) turn off

not able to be trusted or believed

unreliable

used to describe a business, economy, etc. that is controlled in a way that produces good results

well-run

to complain, especially about something which does not seem important

(to) whinge