Calling Customer Service

A; Thank you for calling our customer support. Please listen to the following menu to help us direct your call. Please say or press 1 to pay your bill. Please say or press 2 to upgrade your service plan. Please say or press 3 to report a technical problem. Please say or press 4 if you want to hear these choices again.

B:I don’t want any of these choices.

Exercises:

1.How's the customer feel?

angry.

A:You may also go to our website for help.

B:I went to your website but it didn’t help. I want to speak to a human being.

A:Your business is very important to us.

Exercises:

1.What does the customer want to do ?

speak to a human being

A:Please say or press 5 or hang up to end this call.

B:None of these! I want a human being. I want to cancel my service.

A:Please wait while we connect you to a service representative.

PS:我们正在为您接通服务代表，请稍候。

while在…期间; 当…的时候; 与…同时; …而，…然而; 一段时间; 一会儿; 消磨; 轻松地度过

connect连接; 联结; 使…连接; 接通

service公共服务系统; 公共事业; 公共事业机构; 服务性企业; 检修; 维护; 维修; 保养; 提供服务; 支付利息

representative代表; 销售代表; 销售代理; 代销人; 代表他人者; 典型的; 有代表性的; 代表各类人的; 可作为典型的

B:Finally, this is what they call customer services?

Exercises:

1.Please wait while we connect you to a service representative.

2.I don’t want any of these choices.

3.Your business is very important to us.

4.The customer isfrustrated because he wants to speak to a human being, not a machine.

5.Please say or press 1 to pay your bill.

A:To assist our representative, please say your first and last name.

B:Tom Smith.

A:We heard Tom Smith. If this is correct, say or press 1. If this is not correct, say or press 2.

B:One.

A:Thank you. For security purposes, what was your father's middle name?

B:He didn’t have a middle name.

A:Thank you.A customer service representative will be with you shortly.

Exercises:

1.For security purposes, means the same as?

for safety reasons.

A:I’m sorry but our offices are closed. Please call back during business hours. Our business offices are open Monday through Friday, from 8am until 6pm. Thank you for calling.

Exercises:

1.Please call back during business hours.

2.I went to your website but it didn’t help. 

3.A customer service representative will be with you shortly.