Handling a Refund Request
Intermediate English listening exercise ยท Customer Service
Transcript
Customer: I received the noise-cancelling headphones I ordered, but the sound quality is terrible. I want a full refund. Agent: I am sorry the product did not meet your expectations. Can you describe the issue in more detail? Customer: The bass is very weak and there is a buzzing sound when the noise cancellation is turned on. Agent: That does not sound right. It could be a defective unit. We have two options for you. First, we can send you a replacement pair immediately. Or second, I can process a full refund. Customer: I would prefer the refund. Agent: Understood. I will email you a prepaid return label. Once we receive the item back, the refund will be processed within three to five business days to your original payment method. Customer: Do I need to include the original packaging? Agent: Yes, please include the box and all accessories. You can drop the package off at any authorized shipping location.
Comprehension questions
- What is wrong with the headphones?
- How long for the refund to process?
- What type of headphones did the customer order?
- What was the customer's complaint about the sound quality?
- What will the agent email to the customer?