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?
Costumer: There seems to be a problem with my printer.
Agent: I'm sorry to hear that. What was exactly the
problem?
Costumer: My printer is on but it does not print.
Agent: What does your printer reference?
Costumer: It is a TRX-3001.
Agent: Is the Wi-Fi printers’ series?
Costumer: Yes, it is.
Agent: Have you checked your internet connection?
Costumer: Yes, there is no problem about it.
Agent: Ink levels are in minimum printing level?
Costumer: No, they are almost full.
Agent: What kind of printing quality you are using?
Costumer: Draft.
Agent: What kind of error message shows your printer?
Costumer: Low ink levels.
Agent: Your printer has four cartridges. When you replaced
them for last time?
Costumer: A month ago.
Agent: How many pages you have printed so far? It can be
an approximate number.
Costumer: Almost 200.
Agent: What kind of printing colors you used? It means,
most of your printings are in the same color and quality.
Costumer: Yes, grey scale and draft.
Agent: When was the last time you used your printer?
Costumer: A week ago.
Agent: It could be the problem. Can clean you automatically
the cartridges?
Costumer: Yes. I know how to do it.
Agent: Please proceed to clean them and then select the
printing option. It will take two minutes.
Costumer: OK. Done!
Agent: Is your printer working properly?
Costumer: No, it isn’t.
Agent: It means your printer has an internal failure. When
you bought it?
Costumer: Six months ago.
Agent: I am going to put you through the area in charge.
Please, hold on two minutes
Costumer: OK.
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

Costumer: I cannot believe it. After this long phone call and
you did not help me to 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
Costumer: Who did I talked to?
Agent: Johana Garcia.
Costumer: In case I don’t receive any call from your
company. I will complain about 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
Costumer: Miss Garcia I will be waiting for your company’s
call.
Agent: Right, I see. I must apologize for the inconvenience.
You do not have to worry for digital LPQ our customers are
first.