Customer Service Collocations — The Customer Is Not Always Right
Grammar: collocations in the language of customer experience
Free ESL grammar exercise on customer service collocations themed around the customer is not always right. Printable worksheet from classplan.ai.
What's on this worksheet
A Business English ESL grammar exercise on business, practising collocations in the language of customer experience. The worksheet has a short reading excerpt, a grammar reference and graded practice items.
From the reading
United's initial response — a statement that apologised for having to re-accommodate customers — made the situation worse. The phrase became a global punchline, and the chief executive was forced to issue a second apology days later.
Grammar
- Verb + noun
- Certain verbs pair exclusively with certain nouns in professional English. Issue an apology, not make an apology in formal contexts.
- Noun + noun
- Two nouns combine where the first modifies the second: service recovery, customer retention, brand reputation. Word order is fixed.
Sample items
- Oscar Munoz had to ______ a second apology after the initial statement failed.
- The airline could not ______ the reputational damage once the video went viral.
- Companies that invest in customer ______ see profits rise faster than those focused on acquisition.
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