Handling a Complaint Call
Intermediate English listening exercise ยท Customer Service
Transcript
Rachel: Thank you for calling TechSupport. My name is Rachel. How can I help you today? Customer: I am very frustrated. I ordered a printer two weeks ago and it still has not arrived. Rachel: I can see the tracking shows it was supposed to be delivered last Thursday. I completely understand your frustration, and I apologise for the delay. Customer: This is unacceptable. I need it for work. Rachel: Let me look into this right away. I can see the package was held at the distribution centre due to an address verification issue. I will resolve this immediately and arrange for priority shipping. You should receive it within two business days. Customer: And what about the inconvenience? Rachel: I would also like to offer you a fifteen percent discount on your next order as an apology for the inconvenience. Would that be acceptable? Customer: Yes, thank you. I appreciate your help.
Comprehension questions
- Why was the package delayed?
- What discount is offered?
- How soon does Rachel say the customer should receive the package?
- How long ago did the customer order the printer?
- What type of shipping will be arranged for the package?