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Customer Service Complaint – Intermediate Level

por Abr 18, 20240 Comentarios

Instructions:

  • Listen to the audio
  • Read the comprehension questions then listen again.
  • Answer questions
  • Listen again to check your answers.
  • Check answers (under transcript)
  • Listen again while you read the transcript.

 

Comprehension Questions:

  1. Why did the customer call?
  2. What phrases with two or more words did the customer use?
  3. What problem did the customer service find?
  4. What did the customer service offer to say sorry for the trouble?
  5. What did the customer service say they would do to make sure this doesn’t happen again?
  6. Why did the customer need the items quickly?
  7. What did the customer service decide to do with the customer’s order after the call?
  8. Was the customer happy with the solution? Why or why not?

 

 

 

 

 

 

 

 

 

 

 

 

Transcript:

Customer: Hi, I’m calling to check up on my order. It was supposed to arrive last week, but it still hasn’t shown up.

Customer Service: Good morning! I’m sorry to hear that your delivery is running late. Can you give me your order number so I can look into it?

Customer: Sure, it’s AB12345. I really counted on it being here by now.

Customer Service: Let me pull up your details. Ah, I see what’s gone wrong. There was a mix-up at our warehouse, but we’ve sorted it out now. Your package is back on track.

Customer: I’m glad to hear that, but I’m not happy about this. I needed those items for a special occasion, and now it’s all messed up.

Customer Service: I completely understand, and I apologize for the inconvenience. How about we make it up to you by offering a discount on your next purchase?

Customer: That would be appreciated. I just hope this doesn’t happen again. I can’t afford to be let down like this.

Customer Service: We’ll do our best to ensure it doesn’t. We’re also going to expedite your shipment so it gets to you as soon as possible.

Customer: Alright, thank you. I’ll be looking out for it.

Customer Service: You’re welcome, and once again, we’re sorry for the delay. We appreciate your understanding.

 

 

Answers:

  1. Why did the customer call?The customer called because their order was late.
  2. What phrasal verbs with two or more words did the customer use?The customer used phrases like “check up on,” “hasn’t shown up,” “counted on,” and “looking out for.”
  3. What problem did the customer service find?The customer service found there was a mix-up at the warehouse.
  4. What did the customer service offer to say sorry for the trouble?The customer service offered a discount on the next purchase.
  5. What did the customer service say they would do to make sure this doesn’t happen again?The customer service said they would expedite the shipment and do their best to prevent future issues.
  6. Why did the customer need the items quickly?The customer needed the items for a special occasion.
  7. What did the customer service decide to do with the customer’s order after the call?The customer service decided to expedite the customer’s order.
  8. Was the customer happy with the solution? Why or why not?The customer was not completely happy but appreciated the solution and hoped the delay wouldn’t happen again.
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