Escalation to Manager
Advanced English listening exercise ยท Customer Service
Transcript
Agent: Good morning, how can I help you today? Customer: This is the third time I am calling about the same issue. My internet keeps disconnecting every evening and no one has been able to fix it. Agent: I apologise for the ongoing inconvenience. Let me pull up your account and review the previous notes. Customer: I do not want to go through the same troubleshooting steps again. I would like to speak with a manager. Agent: I completely understand your frustration. Let me transfer you to our team lead, Ms. Patterson, who can review your case and authorize additional solutions. Ms. Patterson: Hello, I am Ms. Patterson. I have reviewed your case history and I agree this has been unacceptable. I am going to dispatch a senior technician to your home tomorrow between nine and twelve at no charge. Additionally, I am crediting your account with one full month of free service. Customer: That sounds fair. Thank you for taking this seriously. Ms. Patterson: Absolutely. You will receive a text message confirming your appointment within the hour.
Comprehension questions
- How many times has the customer called?
- What compensation is offered?
- Who does the agent transfer the customer to?
- What time will the senior technician arrive at the customer's home?
- How will the customer receive confirmation of the appointment?