Dialog

Customer: Is this the ACE service center?
Client: Yea sir. What can I help you?
Customer: Yes. I'm calling to complain about your service.
Client: Certainly sir. I'm sorry to hear that. Let me see if there's something I can do to help you. Please tell me what happened.
Customer: I ordered the new washing machine on your website. It was more than a week ago.
Client: Before you go on, may I have your order number please ?
Customer: Sure. It's ABC1005.
Client: And may I have the last four digits of your social security number?
Customer: I don't have a social security number. I'm an illegal alien.
Client: Very funny sir. OK then, what is your first pet's name?
Customer: Mr. Kiddy
Client: OK. I see your order information. Now what's the problem?
Customer: I ordered the wash machine and paid for it. Then I chose a deliver date from a set of choices. It was supposed to be delivered today, but it's still not here.
Client: Did anyone contact you?
Customer: No. I haven't received any messages.
Client: I'm sorry to hear that sir. I see here that your washing machine you ordered hasn't arrived in our warehouse yet. It can't be delivered until next week.
Customer: You don't even have it yet? Why haven't I been notified? I took time off from work to be at home today.
Client: You should be notified by phone or email.
Customer: I wasn't. I haven't received any notification. This is very upsetting.
Client: I understand sir. I'm really sorry for this.
Customer: Being sorry isn’t enough. I'm really upset. This is no way to do business.
Client: Yes sir. I understand. I can send you a fifty dollars gift coupon as a way to express our appreciation for your patience.
Customer: I don't care about the money. I don't blame you of course, but I want you to know how disappointed I am with ACE. I expected much better service.
Client: I'm really sorry sir. Is there anything else I can do for you?
Customer: Yes there is. I'd like to cancel the order and get a refund.
Client: I'm sorry to hear that sir, but I understand. I'll see to it that you get your refund.
Customer: How long will it take before I get the refund?
Client: You should see the credit on your next month's credit card billing statement.
Customer: Thanks for your help.
Client: You're welcome sir. And once again, please accept my apologies.

Words

• pet's name / pet name
  nick name
• warehouse
• coupon
• appreciation
• patience
• refund
• see to
• billing statement