Vocabulary and Listening: Group 13-A: How Customer Service Teams Boost Satisfaction, Exceed Goals, and Improve Performance

For more lessons, see VOCABULARY Contents
A2-B2 Level

Vocabulary

A. Boost (verb) - To improve or increase.
B. Exceed (verb) - To go beyond a limit or standard.
C. Update (verb) - To change, refresh, or add new information.
D. Deduct (verb) - To subtract or take away.
E. Merge (verb) - To combine or unite.

The Chinese,  French, Japanese, Korean, Portuguese, Spanish, and Vietnamese translations are below the videos.

 

Guide Questions
1. What does the team do every month and why?
2. What do the team leaders do?
3. Talk about the speaker’s examples.
4. What does the speaker say about departments?
5. What does the speaker say at the end?

TRANSCRIPT

Every month, the customer service team reviews feedback from clients. The goal is to boost customer satisfaction by solving problems quickly. Sometimes, they exceed response time goals, which makes clients very happy. The team leaders update the list of common questions to help agents give faster answers. If an agent makes repeated mistakes, the manager may deduct points from their performance score during evaluations. When two departments give the same support, they merge their systems to avoid confusion. Everyone on the team tries to be helpful and polite. Happy customers often come back and tell others about the good service. Good communication and teamwork help the company grow and build strong relationships with clients. (114 words)

CHINESE

• Boost: 提高
• Exceed: 超过
• Update: 更新
• Deduct: 扣除
• Merge: 合并

FRENCH

• Boost: améliorer
• Exceed: dépasser
• Update: mettre à jour
• Deduct: déduire
• Merge: fusionner

KOREAN

• Boost: 향상시키다
• Exceed: 초과하다
• Update: 업데이트하다
• Deduct: 차감하다
• Merge: 합병하다

JAPANESE

• Boost: 高める
• Exceed: 超える
• Update: 更新する
• Deduct: 差し引く
• Merge: 統合する

PORTUGUESE (BRAZIL)

• Boost: aumentar
• Exceed: ultrapassar
• Update: atualizar
• Deduct: deduzir
• Merge: unir

SPANISH

• Boost: mejorar
• Exceed: superar
• Update: actualizar
• Deduct: deducir
• Merge: fusionar

VIETNAMESE

• Boost: tăng cường
• Exceed: vượt quá
• Update: cập nhật
• Deduct: trừ
• Merge: sáp nhập