Customer Service English Test

Elmrabti·

Customer Service

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At a Glance

SubjectCustomer Service

Original Prompt

English Test – Customer Satisfaction Topic: Soft Skills in Customer Service Level: B1 Time: 45–60 minutes Part 1 – Reading Comprehension (10 points) Read the text and answer the questions. Soft Skills: The Key to Customer Satisfaction In today’s competitive market, customer satisfaction is essential for every company. Customers expect good products, but they also expect excellent service. For this reason, soft skills are very important for sales assistants. One of the most important soft skills

This learning resource focuses on the essential soft skills required in customer service, particularly within a retail environment. Students will explore the importance of empathy, patience, active listening, and resilience in building positive customer interactions. The resource contains various tasks to assess understanding, including true/false statements, short responses, grammar exercises with modal verbs, sentence scrambling, and a writing task aimed at expressing an opinion on key qualities needed for a sales assistant. By utilizing these activities, students will enhance their English proficiency at the B1 level while learning practical skills for effective customer service communication.