SERVICIO NACIONAL DE APRENDIZAJE SENA

ENGLISH DOT WORKS 9 (2356940)

APRENDIZ: Estephania Alvarez Paba

Learning activity 3

Evidence: There seems to be a problem with…

EXAMPLE:

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? What is your printer’s 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? Are the Ink levels in minimum printing level?

Costumer: No, they are almost full.

Agent: What kind of printing quality you are using? What kind of printing quality are you 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? When did you
replace them for the last time?

Costumer: A month ago.

Agent: How many pages you have printed so far? It can be an approximate number. How many
pages have you printed so far?
 SERVICIO NACIONAL DE APRENDIZAJE SENA
ENGLISH DOT WORKS 9 (2356940)
APRENDIZ: Estephania Alvarez Paba

Costumer: Almost 200.

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 have you used?

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? Can you automatically
clean 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? When did you buy 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. Could you leave your contact phone
number and address?

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.
 SERVICIO NACIONAL DE APRENDIZAJE SENA
ENGLISH DOT WORKS 9 (2356940)
APRENDIZ: Estephania Alvarez Paba

Costumer: Who did I talked to? Who did I talk 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.