Intermediate level
Customer Service in English: Intermediate Vocabulary
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| Word | Listen to pronunciation |
|---|---|
| escalation Pronunciation: /ˌɛskəˈleɪʃən/ | |
| ticket Pronunciation: /ˈtɪkɪt/ | |
| case Pronunciation: /keɪs/ | |
| case number Pronunciation: /keɪs ˈnʌmbər/ | |
| queue Pronunciation: /kjuː/ | |
| priority Pronunciation: /praɪˈɔːrəti/ | |
| backlog Pronunciation: /ˈbæklɔːɡ/ | |
| follow-up Pronunciation: /ˈfɑːloʊ ʌp/ | |
| confirmation Pronunciation: /ˌkɑːnfərˈmeɪʃən/ | |
| acknowledgment Pronunciation: /əkˈnɑːlɪdʒmənt/ | |
| response time Pronunciation: /rɪˈspɑːns taɪm/ | |
| resolution Pronunciation: /ˌrɛzəˈluːʃən/ | |
| troubleshooting Pronunciation: /ˈtruːbəlˌʃuːtɪŋ/ | |
| billing Pronunciation: /ˈbɪlɪŋ/ | |
| subscription Pronunciation: /səbˈskrɪpʃən/ | |
| cancellation Pronunciation: /ˌkænsəˈleɪʃən/ | |
| renewal Pronunciation: /rɪˈnuːəl/ | |
| upgrade Pronunciation: /ˈʌpɡreɪd/ | |
| downgrade Pronunciation: /ˈdaʊnɡreɪd/ | |
| account verification Pronunciation: /əˈkaʊnt ˌvɛrɪfɪˈkeɪʃən/ | |
| verification code Pronunciation: /ˌvɛrɪfɪˈkeɪʃən koʊd/ | |
| identity Pronunciation: /aɪˈdɛntəti/ | |
| authentication Pronunciation: /ɔːˌθɛntɪˈkeɪʃən/ | |
| terms and conditions Pronunciation: /tɜːrmz ænd kənˈdɪʃənz/ | |
| refund policy Pronunciation: /ˈriːfʌnd ˈpɑːləsi/ | |
| refund processing Pronunciation: /ˈriːfʌnd ˈprɑːsɛsɪŋ/ | |
| chargeback Pronunciation: /ˈtʃɑːrdʒbæk/ | |
| dispute Pronunciation: /dɪˈspjuːt/ | |
| compensation Pronunciation: /ˌkɑːmpənˈseɪʃən/ | |
| goodwill Pronunciation: /ˌɡʊdˈwɪl/ | |
| courtesy Pronunciation: /ˈkɜːrtəsi/ | |
| service fee Pronunciation: /ˈsɜːrvɪs fiː/ | |
| restocking fee Pronunciation: /riːˈstɑːkɪŋ fiː/ | |
| return label Pronunciation: /rɪˈtɜːrn ˈleɪbəl/ | |
| replacement order Pronunciation: /rɪˈpleɪsmənt ˈɔːrdər/ | |
| shipping address Pronunciation: /ˈʃɪpɪŋ əˈdrɛs/ | |
| delivery window Pronunciation: /dɪˈlɪvəri ˈwɪndoʊ/ | |
| estimated delivery Pronunciation: /ˈɛstəˌmeɪtɪd dɪˈlɪvəri/ | |
| out of stock Pronunciation: /aʊt əv stɑːk/ | |
| backorder Pronunciation: /ˈbækˌɔːrdər/ | |
| damaged Pronunciation: /ˈdæmɪdʒd/ | |
| defective Pronunciation: /dɪˈfɛktɪv/ | |
| missing item Pronunciation: /ˈmɪsɪŋ ˈaɪtəm/ | |
| wrong item Pronunciation: /rɔːŋ ˈaɪtəm/ | |
| return window Pronunciation: /rɪˈtɜːrn ˈwɪndoʊ/ | |
| callback Pronunciation: /ˈkɔːlbæk/ | |
| transfer Pronunciation: /trænsˈfɜːr/ | |
| on hold Pronunciation: /ɑːn hoʊld/ | |
| live chat Pronunciation: /laɪv tʃæt/ | |
| knowledge base Pronunciation: /ˈnɑːlɪdʒ beɪs/ | |
| self-service Pronunciation: /ˌsɛlfˈsɜːrvɪs/ | |
| escalation path Pronunciation: /ˌɛskəˈleɪʃən pæθ/ | |
| satisfaction rating Pronunciation: /ˌsætɪsˈfækʃən ˈreɪtɪŋ/ | |
| survey link Pronunciation: /ˈsɜːrveɪ lɪŋk/ | |
| complaint handling Pronunciation: /kəmˈpleɪnt ˈhændlɪŋ/ | |
| response template Pronunciation: /rɪˈspɑːns ˈtɛmplət/ | |
| case notes Pronunciation: /keɪs noʊts/ | |
| escalation to supervisor Pronunciation: /ˌɛskəˈleɪʃən tə ˈsuːpərˌvaɪzər/ | |
| service level Pronunciation: /ˈsɜːrvɪs ˈlɛvəl/ | |
| service level agreement Pronunciation: /ˈsɜːrvɪs ˈlɛvəl əˈɡriːmənt/ | |
| resolution time Pronunciation: /ˌrɛzəˈluːʃən taɪm/ | |
| apology Pronunciation: /əˈpɑːlədʒi/ | |
| inconvenience Pronunciation: /ˌɪnkənˈviːniəns/ | |
| update request Pronunciation: /ʌpˈdeɪt rɪˈkwɛst/ | |
| account holder Pronunciation: /əˈkaʊnt ˈhoʊldər/ | |
| user ID Pronunciation: /ˈjuːzər aɪˈdiː/ | |
| password reset Pronunciation: /ˈpæswɜːrd riˈsɛt/ | |
| verification question Pronunciation: /ˌvɛrɪfɪˈkeɪʃən ˈkwɛstʃən/ | |
| escalation ticket Pronunciation: /ˌɛskəˈleɪʃən ˈtɪkɪt/ | |
| case owner Pronunciation: /keɪs ˈoʊnər/ | |
| client record Pronunciation: /ˈklaɪənt ˈrɛkərd/ | |
| service request Pronunciation: /ˈsɜːrvɪs rɪˈkwɛst/ | |
| issue status Pronunciation: /ˈɪʃuː ˈsteɪtəs/ | |
| order confirmation Pronunciation: /ˈɔːrdər ˌkɑːnfərˈmeɪʃən/ | |
| partial refund Pronunciation: /ˈpɑːrʃəl ˈriːfʌnd/ | |
| replacement policy Pronunciation: /rɪˈpleɪsmənt ˈpɑːləsi/ | |
| coverage Pronunciation: /ˈkʌvərɪdʒ/ | |
| eligibility Pronunciation: /ˌɛlɪdʒəˈbɪləti/ | |
| proof of purchase Pronunciation: /pruːf əv ˈpɜːrtʃəs/ | |
| shipping carrier Pronunciation: /ˈʃɪpɪŋ ˈkæriər/ | |
| delivery exception Pronunciation: /dɪˈlɪvəri ɪkˈsɛpʃən/ | |
| escalation queue Pronunciation: /ˌɛskəˈleɪʃən kjuː/ | |
| handoff Pronunciation: /ˈhændɔːf/ |
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Frequently Asked Questions
The list contains 84 words. That volume covers the main support processes and common customer issues.
Focus first on vocabulary for order statuses, returns, and complaints, because those topics come up most often.
Use the words in realistic scenarios such as delayed delivery, the wrong item, or a request for compensation.