Business B1 · Lesson 7B
Every word and expression from this lesson — with definitions, synonyms and examples.
the defensive line that made things worse
the client disputes the charge with their bank (bad for you)
a formal expression that something went wrong
the complaint moved up to a manager or a regulator
the money reimbursed to the client
a new item to replace the faulty one
name it clearly without defending
collocation: “flag an account” — these words naturally go together in English.
mark it so a problem can't repeat
an extra gesture not required — free shipping, credit, upgrade
collocation: “issue a refund” — these words naturally go together in English.
a replacement
close the issue with one specific action
collocation: “restore trust” — these words naturally go together in English.
name the friction point clearly, without being defensive
offer something (money, credit, upgrade) to make up for it
pass the case up the chain
contact the client proactively after the fix
ask short questions to confirm the real issue