EXERCISE 3

Customer Service Agent: Good morning, thank you for calling US wireless my name is Alisson. How may I
assist you today?

LEP: Tengo más de 1/2 hora en el teléfono y nadie me ha podido ayudar. Me iban a transferir al
departamento donde hablan español y lo tengo a usted en la línea. No sé qué está pasando con ustedes
la verdad.

CS Agent: I apologize for the inconvenience ma’am. I want you to know that I understand how frustrating
it must be. But you’ve reached the right person and I will be the last person that you’ll talk to regarding
this problem ok?

LEP: Espero porque ya llevo mucho tiempo intentando arreglar esto.

CS Agent: Ok ma’am. To start off may I please have your account number?

LEP: Fíjese en el Sistema, ahí debe salir todo porque yo no voy a estar repitiendo todo lo que dije. Ya voy
1 hora señorita, 1 hora en el teléfono y nadie ha podido ayudarme. Todo está ahí, no pienso repetir nada
más.

CS Agent: I understand ma’am and once again I apologize if we weren’t able to provide you with the
service that you deserve but I’ll make sure that by the end of this call you’ll be a happy customer ok? I’m
gonna see what I can do to make it up to you. Now I know you gave the other representative your
information and I don’t wanna make you repeat yourself so would you mind just giving me your social
please?

LEP: Esta bien…. Mi social es 342 56 9034 y me llamo Rocío Torres

CS Agent: Thank you for that Miss Torres. Give me a moment while I pull up that account for you.

LEP: ok

CS Agent: (pause for 5 seconds) I can see all the notations the previous representative made in the
account and from what I can see here this is about your current bill am I correct?

LEP: Así es, me están cobrando 150$ por internet y televisión y a mí me dijeron, cuando yo llame hace
unos meses, de que mi internet iba a ser 30$ y mi televisor 45$ y no sé porque ahora me salen con que
tengo que pagar 150$ ósea, que es esto? Están engañando a sus clientes y yo no soy ninguna tonta eh!

CS Agent: I see. First of all ma’am we haven’t lied and we certainly don’t take you for a fool. You are the
most important part of the US Wireless family and we value all our customers and want to give them the
best service that we possibly can. So in order for me to see what I can do, I’m gonna need to further
review your account. Can I put on hold for 2 to 3 minutes?

LEP: ta bien

CS Agent: Thank you one moment please. (Hold for 10 seconds) Thank you for waiting on the line for
 me miss Torres. So after further reviewing the account I can see here that you set up services with us
back in January of 2017 for two years and the package that was offered to you was the internet for
30$ and Direct TV for 50$. Now, we don’t have that package available anymore but what I can do for
you is switch you to our U-Verse TV Package. In this case it would be the U300 that comes with up to
470 digital channels, it also comes with our premium Movie Package which includes HBO, SHOWTIME
and STARZ, free for 3 months, children programing for the kids and sports for the sports fans in the
house.

LEP: pero eso me va a costar extra o qué? No entiendo, siempre me quieren agarrar con esos
paquetes.

CS Agent: Not at all ma’am. In fact the reason why I’m offering you this great package is because you
can save money with it. Now, If we get you signed up for this bundle you will get high speed internet
for 30$ like you were paying before but with faster speed and the U300, like I mentioned, for only
25$ so in the end ma’am you’re getting a good deal. Better TV service and faster internet at a cheaper
price than before. How does that sound? Should I sign you up?

LEP: Bueno. Pero por cuento tiempo tener este precio? O va a cambiar como siempre lo hacen?

CS Agent: It’s for two years ma’am. A two year contract, it will be a fixed rate, it won’t change I can
promise you that.

LEP: Bueno, esta bien.

CS Agent: That great ma’am! Now give me one moment and I’ll get that started for you ok? Thank
you. (Hold for 10 seconds) Ma’am I was going over everything with my supervisor and we’re gonna
waive the installation fee as a way of apologizing for the inconveniences today ok?

LEP: gracias mijo, que dios me lo bendiga.

CS Agent: Ok so we got that all set up for you today ma’am. Is there anything else that I can do for
you today?

LEP: Eso seria todo gracias.

CS Agent: Ok so just a quick recap of what we did: You called in because you were having problems with
your bill, you were charged more and that was because your two year contract expired so I went ahead
and got you set up with our high speed internet for 30$ and our U-Verse U300 TV package for 25$ all of
this for a two year contract.

LEP: Correcto mi amor.

CS Agent: Before I let you go I just wanted to thank you for giving me the opportunity today to assist you.
It was my goal to provide you with exceptional service. Would you say that I’ve done that for you today
ma’am?

LEP: Por supuesto que sí. Muchas gracias.

CS Agent: Once again my name is Alisson from the San José office. Thank you for being part of the AT&T
family and take our pledge to not text and drive, have a wonderful day miss Torres.

LEP: Gracias, Thank you.