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?
Costume There seems to be a problem with my printer.
r:
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?
Costume It is a TRX-3001.
r:
Agent: Is the Wi-Fi printers’ series? Is your printer reference?
Costume Yes, it is.
r:
Agent: Have you checked your internet connection?
Costume Yes, there is no problem about it.
r:
Agent: Ink levels are in minimum printing level?
Costume No, they are almost full.
r:
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 the last time?
Costume A month ago.
r:
Agent: How many pages you have printed so far? It can be an approximate
number.
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.
Costume Yes, grey scale and draft.
r:
Agent: When was the last time you used your printer?...did you used?
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 talked 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 correctly.

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