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?

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? When did

Costumer: A month ago.

Agent: How many pages you have printed so far? It can be an approximate

number.
 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.

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