p147

p147, Speakout upper Resources

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HOW CAN I HELP YOU?
Functional language: managing enquiries
1
Student A – Making enquiries
There is a power cut on your street and you
have had no electricity for twelve hours.
You phoned the power company just after it
happened and were told to phone back later
in the day after they had investigated the
problem. You are now phoning for a second
time.
• Find out when the power will be switched on
again.
• Find out what the problem was and if it will
happen again.
• Find out why there are not any engineers working
on the problem now (there were some this
morning).
• Find out what compensation you can expect to
receive.
• Explain how inconvenient it has been and how
unhappy you are with the situation.
Student A – Managing enquiries
You work in the customer service
department of a national bank, CTB. You deal
with customer complaints and problems.
A customer is going to phone you regarding
a cloned cash card. Their money was stolen
but the bank has not refunded it yet.
• Ask for personal and bank account details as well
as security passwords.
• Apologise that the computer system is really slow
today.
• Explain that the customer has not received a
refund because the bank has not received a police
crime reference number yet.
• Explain refunds take a minimum of ten working
days.
• Explain customers should not normally have to
pay overdraft charges in these circumstances.
You can ask your supervisor to refund the
charges immediately.
Phone Customer Service now!
Start the conversation with:
Hello this is CTB.
This is
(name)
speaking. How can I help you?
Student B – Managing enquiries
You work in the customer service
department of a national power company,
EGON Power. A customer experiencing
a power cut is going to phone you for the
second time about the problem.
• Ask for their personal details and account number.
• Apologise for the fact that the computer system is
really slow today.
• Explain that the problem is complex and will take
up to three days to repair as special equipment is
needed.
• Explain that engineers only work for eight hours
and then another team arrive.
• Compensation is paid after thirty-six hours with no
power.
Student B – Making enquiries
Your cash card was cloned and over $1500
was taken from your account. The bank
accepted it was not your fault and promised
to refund the money. Three weeks later they
have not done this and you are now paying
overdraft charges.
• Explain the situation to the customer service
representative.
• Find out why the money has not been refunded
and when you will receive it.
• Explain that you have already given the bank the
police crime reference number.
• Explain that you need money desperately as you
have to pay your rent this week.
• Find out why you are paying overdraft charges. It is
not you fault that your account is overdrawn.
Start the conversation with:
Hello this EGON
Power, I’m
(name).
How can I help you?
Phone Customer Service now!
PHOTOCOPIABLE
© Pearson Education Limited 2011
147
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