Customer Service Collocations — The Ritz Rule: What Luxury Taught Business
Grammar: Collocations and fixed expressions in customer service language
Free ESL grammar exercise on customer service collocations themed around the ritz rule: what luxury taught business. Printable worksheet from classplan.ai.
What's on this worksheet
A Business English ESL grammar exercise on business, practising collocations and fixed expressions in customer service language. The worksheet has a short reading excerpt, a grammar reference and graded practice items.
From the reading
What made the Ritz-Carlton's approach genuinely disruptive was not the money. It was the language. Schulze refused to use the word staff. Research published by Bain & Company found that companies which increased customer retention rates by just five percent saw profit increases of between twenty-five and ninety-five percent. The lesson these companies share is deceptively simple — excellent service is not a department. It is a decision made every day at every level of an organisation.
Grammar
- Verb + noun
- Pairs that work together: resolve a complaint, retain customers, build trust, exceed expectations — learn as chunks, not single words.
- Fixed requests
- I was wondering if you could help with my booking. — softened formal request; use in emails and calls.
Sample items
- The front desk team was trained to ______ every complaint within thirty minutes of receiving it.
- Improving customer ______ by five percent can increase profits by up to ninety-five percent.
- I ______ wondering if you could arrange a replacement before the end of the week.
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