Handling Customer Complaints
This activity is about a two-person dialogue, about a customer who calls customer service to make a complaint. And the customer service employee will come up with a suitable solution to the problem.
Student B: Good morning, how can I help you?
Student A: Hello! I want to file a complaint about a product I recently purchased.
Student B: Sure, can you give me your full name and order number please?
Student A: I'm Ana MartΓnez, my order number is 12345.
Student B: Thank you, Ana. What is the problem with the product?
Student A: I bought a mobile phone and it has a scratched screen, despite being new.
Student B: Sorry to bother you, Ana. Have you tried to fix it?
Student A: No, the scratch is deep and I don't want to make it worse.
Student B: I understand. We apologize for the inconvenience. Would you rather we send you a replacement screen or a full refund?
Student A: I'd prefer a replacement screen, please.
Student B: Sure, we'll send you a replacement screen for free. You should receive it in 3-5 business days. Is there anything else I can help you with, Ana?
Student A: No, that's all. Thanks for your help.
Student B: You're welcome, Ana. We're sorry about the situation and we'll do our best to resolve it quickly. Thank you for your understanding and patience!
Student A: Thank you! Wait for the replacement screen. Bye bye!
Student B: Bye! Have a good day.
Student B: Sure, can you give me your full name and order number please?
Student A: I'm Ana MartΓnez, my order number is 12345.
Student B: Thank you, Ana. What is the problem with the product?
Student A: I bought a mobile phone and it has a scratched screen, despite being new.
Student B: Sorry to bother you, Ana. Have you tried to fix it?
Student A: No, the scratch is deep and I don't want to make it worse.
Student B: I understand. We apologize for the inconvenience. Would you rather we send you a replacement screen or a full refund?
Student A: I'd prefer a replacement screen, please.
Student B: Sure, we'll send you a replacement screen for free. You should receive it in 3-5 business days. Is there anything else I can help you with, Ana?
Student A: No, that's all. Thanks for your help.
Student B: You're welcome, Ana. We're sorry about the situation and we'll do our best to resolve it quickly. Thank you for your understanding and patience!
Student A: Thank you! Wait for the replacement screen. Bye bye!
Student B: Bye! Have a good day.
Comentarios
Publicar un comentario