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?
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 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 show 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 last time?
Costumer: A month ago.
Agent: How many pages you have printed so far? It can be an approximate
number. Have you printed so far?
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? 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.
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.

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.