BUSINESS ENGLISH I

Marianne Placencia 1085600

VLADIMIR SOTO
Assignment #2
CUSTOMER SUPPORT & CUSTOMER SERVICE
Customer Service at a call center
Reflect on these questions before watching the video
a) Have you ever had any problems speaking to a customer service call center?
No, I have not had any problems speaking to a customer service call center. I do not like
to call customer service therefor I avoid that at all cost.
I. After watching the video, please answer the following questions:
1. Can you name 4 different types of companies this customer service agent works for?
The first type of company this customer service agent work for is a Cable company, the second
company is a credit card company, the third one is an aircraft company, the fourth one is a
suicide hotline help company.
2. What has the TV customer paid for? How much was it?
The TV customer paid for “The big fight”. He paid $50 dollars.
3. What is the credit card customer’s complaint?
The credit card customer’s complaint was that she did not recognize a charge made in her credit
card.
4. What kind of product do you think the mystery charge was for?
I think that the kind of product for the mystery charge was for sex toys or sex related products.
5. What method is Debbie considering?
Debbie is considering taking a bath with her toaster.
6. What excuse for the delay does the agent give Fred?
The excuse the agent gives to Fred was that the system was a little slow that day.
7. What advice does the agent give to Debbie?
The advice the agent gave to Debbie was that she should check the connection and make sure
that everything was plug in and she should let him know if that work out for her.
8. What colloquial expressions the agent uses to mean the following:
“One moment, please” = The agent uses “ I’ll have to put you on hold for a sec, buddy”
“Immediately” = The agent uses “ASAP”
“Alright?” = The agent uses “Okey Dokey” and “Okay partner”
“I apologize” = The agent uses “My bad”
ll. After completing the previous section, reflect and answer:
Why do you think many of these services work so badly?
I think that the reason why many of these services work so badly is because the agents doesn’t
concentrate in the work that they should be doing to help the customers and also they can be
doing a lot of things at once with more change of failing in all of them. Another problem with
these types of services is that on occasions clients cannot or do not know how to explain exactly
what their problem is, this may lead to the agents taking more time trying to solve it or not
solving it correctly.