Discourse Markers

Article excerpt · target grammar marked

Critics called it an inefficiency. Zappos called it the business model. Both were right, which is precisely what makes outstanding customer service so difficult to teach. Patience is frequently cited, yet patience without precision produces warmth with no result.

Grammar Reference · Discourse Markers

Concessive connector

Empathy is essential, yet competence often matters more under real pressure. — signals a surprising contrast between two true ideas

Additive marker

Furthermore, vague language signals a lack of professional commitment to the customer. — introduces a stronger, related point in formal writing

Clarification marker

That is to say, recruitment is itself a quality-control decision for any service organisation. — rephrases a claim with greater precision

Contrast: rather than

Customers feel respected rather than managed when agents use specific commitments. — frames a preference between two contrasting outcomes

01Exercise 1 — Form · Write the Correct Form

Discourse Markers

1.Empathy is widely valued, competence consistently outranks it when the situation is serious.

2.The best agents read the situation quickly; , they reconstruct the conversation without a script.

3.The agent chose to stay on the call; , she did not transfer the customer to another department.

4.Ritz-Carlton trains staff to eliminate vague language; , customers report feeling genuinely respected.

5.Verbal precision is a grammatical discipline; a moral one, because it signals real commitment.

6.Interest at the highest level cannot be mandated; , it must be present on the day someone is hired.

02Exercise 2 — Transform

rewrite with the new structure

1.Patience is admirable. It produces no result without precision.

2.The agent was curious. She also remembered every detail from earlier in the conversation.

3.Training can build verbal precision. Genuine interest must be hired for.

4.Vague language signals a lack of commitment. It also erodes customer trust.

5.Ritz-Carlton removes low-value words. Staff feel more confident as a result.

6.Cognitive flexibility is a practised skill. It can be measured and it can be lost.

7.Empathy is valuable. The research suggests customers prefer competence in high-stakes situations.

8.Recruitment determines service quality. Organisations are often slow to accept this.

03Exercise 3 — About You

in your notebook

Personalise: complete five sentences about yourself using the target grammar.

Discourse Markers01classplan.ai