27-mavzu customer service task Match the following words with definitions

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HISOB
INGLIZ TILI
FRL1114 
 
MUHAMMAD AL-XORAZMIY NOMIDAGI 
TOSHKENT AXBOROT TEXNOLOGIYALARI 
UNIVERSITETI 
1 
27-MAVZU CUSTOMER 
SERVICE 
 
 
Task 1. Match the following words with definitions. 
Word 
Definition 
anti-static wrist strap(n) 
to repair something
cause (n) 
a set of tools used to drive bolts and screws 
into a hexagonal socket
diagnosis (n) 
the part of a computer where the picture or 
information appears
fix (v) 
device used by a person working on electronic 
equipment to prevent the build-up of static 
electricity on their body [= electrostatic 
discharge] 
hex key set (n) 
used for inserting and removing fibre 
connectors in tight spaces 
insertion / extraction 
a person, event or thing that makes something 
happen
clipper (n) 
multimeter (n) 
a tool for cutting wire or pulling nails out of 
wood
pliers (n pl) 
a device that measures electronic properties 
and is used to find electrical problems in 
batteries, power supplies, and wiring systems
screen (n) 
the process of discovering exactly what is 
wrong with something, by examining it closely
AMALIY 
KO‘NIKMA

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HISOB
INGLIZ TILI
FRL1114 
 
MUHAMMAD AL-XORAZMIY NOMIDAGI 
TOSHKENT AXBOROT TEXNOLOGIYALARI 
UNIVERSITETI 
2 
1 
2 
3 
4 
5 
6 
7 
8 
9 
Task 2. Match the definitions to the words. 
1. screwdriver (n) 
a) a tool used for cutting wires 
2. system diagnostic 
card (n) 
b) a small tool with three prongs used for 
repairing computers 
3. three prong holder 
(n) 
c) a device that tests a computer system 
as it boots up and identifies errors in 
the system 
4. tweezers (n) 
d) a tool used for cutting wire or removing 
insulation 
5. wire cutter (n) 
e) a tool that you use for turning screws 
6. wire stripper (n) 
f) a small tool consisting of two thin 
pieces of metal joined at one end; 
you use tweezers for picking up small 
things 
1 
2 
3 
4 
5 
6 
Customer service 
“The customer is always right” is a famous business slogan. The underlying 
truth behind this statement is recognizing that customers are the life blood for 
any business. Understanding the importance of good customer service is 
essential for a healthy business in creating new customers, keeping loyal 
customers, and developing referrals for future customers. 
Customer service is the ability to provide a service or product in the way that it 
has been promised. It is an organization’s ability to supply their customers’ 
wants and needs. Also, it is a process for providing competitive advantage and 
adding benefits in order to maximize the total value to the customer. Customer 
service is important because customer service does more than simply provide 
a means to drive sales. It is also said that when companies have a commitment 
to a customer service this raises the bar of competition. 
Here are some management tips: 
• Customers are more easily satisfied if their expectations are effectively 
managed. 
• When you answer a call, and the customer really needs to resolve the 
issue with another department, it’s your responsibility to make sure the 
customer reaches someone who can help. 

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HISOB
INGLIZ TILI
FRL1114 
 
MUHAMMAD AL-XORAZMIY NOMIDAGI 
TOSHKENT AXBOROT TEXNOLOGIYALARI 
UNIVERSITETI 
3 
• After resolving a customer complaint, the customer is impressed with 
your customer service if y
ou contact them to make sure they’re satisfied 
and thank them for their business. 
• Customers trust you more if they have problems with your product or 
service and receive speedy resolution, than if they have no problems with 
your product at all. 
• When dealing with an abusive customer tell him you’d like to help them, 
and will do so when the conversational tone is calm. 
Task 3. Are these sentences True or false? 
1. A company that has customer service is bad for buyers. T/F 
2. Customers trust you more if they 
don’t have problems with your product. 
T/F 
3. 
When dealing with an abusive customer on the phone, it’s important to 
hang up right away. T/F 
4. When dealing with an abusive customer you have to start arguing with him. 
T/F 
Task 4. Fill the gaps using these words: 
cause, fix, hex key set, diagnosis, multimeter 
1. You need to _________ the phone, Sara broke it yesterday. 
2. I bought a new _________ because I cannot screw in the hexagonal bolts. 
3. The _________ of this breakdown was dust in the cooler. 
4. I used a _________ to measure battery voltage. 
5. After _______ the master said that the phone needs to be replaced.