Learning activity 3

Evidence: There seems to be a problem with…

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? What is exactly the
problem?
Costumer: My printer is on, but it does not print.
Agent: What does your printer reference? What is 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? Are 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? What kind of error
message does your printer show?
Costumer: Low ink levels.
Agent: Your printer has four cartridges. When you replaced them for last time?
When did you replace them for last time?
Costumer: A month ago.
Agent: How many pages you have printed so far? How many pages do you
have printed so far? It can be an approximatenumber.
Costumer: Almost 200.
Agent: What kind of printing colors you used? What kind of printing colors did
you use? It means, most of your printings arein 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? 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.
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
arebusy. Instead of keeping you on hold an agent will call you back
within 60 minutes.
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.