Multi-Channel Support
Advanced English listening exercise ยท Customer Service
Transcript
Agent: Hello, I understand you reached out on our social media page about an issue with your recent order. I am following up to help resolve this over the phone. Customer: Yes, I posted on your Instagram because I could not get through on the phone line. I ordered a custom desk three weeks ago and it arrived damaged. Agent: I am very sorry about that. Damaged items are handled with top priority. Can you describe the damage? Customer: There are deep scratches on the surface and one of the legs is cracked. I sent photos through Instagram direct message. Agent: I can see the photos in our system. Those are significant damages that likely occurred during transit. Since this is a custom item, a simple exchange is not possible. Here is what I propose. Customer: I am listening. Agent: We will arrange for the damaged desk to be picked up from your home. Our workshop will build a replacement desk with the same specifications. It will take approximately two weeks. We will also provide a fifty dollar credit for the inconvenience. Customer: Two weeks is a long time. Is there any way to speed that up? Agent: I understand. Let me check with our production team. I can prioritise your order and aim for ten business days. I will personally follow up with you every three days with progress updates. Customer: Okay, that works. I appreciate the personal attention.
Comprehension questions
- How did the customer first reach out?
- After the customer asks to speed things up, what timeline does the agent aim for?
- What specific issues did the customer report about the desk?
- What specific compensation did the agent offer for the inconvenience?
- What specific issue was reported about one of the desk's legs?