Keeping customers happy - Module 9

B2 First · Word Formation · First Expert Coursebook, Pearson Education

For questions 1–8, read the text below. Use the word given in capitals at the end of some of the lines to form a word that fits in the gap in the same line. There is an example at the beginning.

EXHAUST

PATIENCE

SERVE

FRIEND

SATISFY

SURE

FLY

PERSON

The (0) ___ of many stores to cut costs by reducing the number of employees has not been a success. Many stores now realise that if their staff suffer from (1) ___ , they are far more likely to become (2) ___ with their customers, which is not a good idea in terms of sales figures. The U.S. department store Nordstrom knows that customers find poor (3) ___ annoying. The company believes that the (4) ___ of its staff contributes in a big way to customer (5) ___ and a desire to return to shop there. Therefore, it goes to a great deal of trouble to (6) ___ a positive shopping experience for its customers. For example, one of Nordstrom's customers was about to take a (7) ___ recently and left her ticket on the counter by mistake when she was paying. When she saw what had happened, the assistant took a taxi to the airport and delivered the ticket (8) ___ to the surprised customer!

Keeping customers happy

DECIDE

Available as a free printable PDF worksheet with an optional answer key.

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