Learning activity 3

Evidence: There seems to be a problem with...

Circle and correct the ten mistakes in the conversation keeping in mind direct
questions structure. There is an example in blue.

Agent: Good afternoon. This is Johana in Digital LPQ complaints line. Thank you very much
for your call. How I can help you? How can I help you?
Costum There seems to be a problem with my printer. It´s in all the text, correct is
er: customer
Agent: I'm sorry to hear that. What was exactly the problem?
Costume My printer is on but it does not print.
r:
Agent: What does your printer reference?
Costum It is a TRX-3001.
er:
Agent: Is the Wi-Fi printers’ series?
Costum Yes, it is.
er:
Agent: Have you checked your internet connection?
Costum Yes, there is no problem about it.
er:
Agent: Ink levels are in minimum printing level? Are Ink levels in minimum printing level?
Costum No, they are almost full.
er:
Agent: What kind of printing quality you are using? What kind of printing quality are you
using?
Costume Draft.
r:
Agent: What kind of error message shows your printer? What kind of error message does
your printer show?
Costume Low ink levels.
r:
Agent: Your printer has four cartridges. When you replaced them for last time? When did
you replace them for last time?
Costume A month ago. One month ago.
r:
Agent: How many pages you have printed so far? It can be an approximate number.
How many pages have you printed so far?
Costume Almost 200.
r:
Agent: What kind of printing colors you used? It means, most of your printings are in the
same color and quality. What kind of printing colors did you use?
Costume Yes, grey scale and draft.
r:
Agent: When was the last time you used your printer?
Costume A week ago. One week ago.
r:
Agent: It could be the problem. Can clean you automatically the cartridges? Can you clean
automatically the cartridges?
Costume Yes. I know how to do it.
r:
Agent: Please proceed to clean them and then select the printing option. It will take two
minutes.
Costume OK. Done!
r:
Agent: Is your printer working properly?
Costume No, it isn’t.
r:
Agent: It means your printer has an internal failure. When you bought it? When
did you buy it?
Costume Six months ago.
r:
Agent: I am going to put you through the area in charge. Please, hold on two
minutes
Costume OK.
r:
Agent: I’m afraid we can’t help you at the moment. Could leave you your contact
phone number and
address? We will contact you soon. Could you leave your contact
phone number and address?
Costume I cannot believe it. After this long phone call and you did not help me to
r: solve my problem.
Agent: I’m really sorry but guarantees belong to another area and all the lines are
busy. Instead of keeping you on hold an agent will call you back within 60
minutes.
Costume Who did I talked to? Who did I talk to?
r:
Agent: Johana Garcia.
Costume In case I don’t receive any call from your company. I will complain about
r: your performance.
Agent: I’m afraid there is nothing else I can do about it actually. Remember for
Digital LPQ our costumer’s time is valuable. It is our complaint policy to
answer your inconvenience as soon as possible with a prompt and
effective response. customer’s
Costume Miss Garcia I will be waiting for your company’s call.
r:
Agent: Right, I see. I must apologize for the inconvenience. You do not have to
worry for Digital LPQ our customers are first.

When you finish your work, send the file to your instructor through the
platform as follows:

1. Click the title of this evidence.

2. Click Examinar mi equipo and look for the file in your computer. Make
sure the file is attached.
3. Leave a comment for the instructor (optional).
4. Click Enviar.

Note: This evidence is an individual activity. Remember to check the learning

guide in order to know if you have done all the assigned activities, know how to
develop them and deliver them

Criterios de evaluación
Formula preguntas directas para atender una queja haciendo uso del vocabulario y la estructura
requerida.
correctly.