TEXT 1

Customer (C): Hello, I hope you're doing well. I wanted to discuss something regarding the website your
company designed for us.

Vendor (V): Hi there! Of course, I'm here to help. What seems to be the issue?

C: Well, we've been using the website for a while now, and it's been great. However, recently
we've encountered some issues. Certain functionalities seem to be acting up, and it's affecting the user
experience.

V: I'm sorry to hear that. I appreciate you bringing this to my attention. Can you provide more details
about the specific problems you're facing?

C: Certainly. First of all, some of the pages are taking an unusually long time to load. It wasn't an issue
before, but it's become quite noticeable lately. Additionally, there are instances where the contact form
on our website is not working properly. We've received complaints from users who are unable to submit
inquiries.

V: I see. I apologize for any inconvenience this may have caused. We take these matters seriously. To
better assist you, could you provide specific examples of when these issues occurred and any error
messages you or your users might have encountered?

C: Sure. The slow loading times have been happening consistently during peak hours, and as for the
contact form, users have reported receiving an error message that says, "Failed to submit the form.
Please try again later."

V: Thank you for providing those details. I'll investigate the issues with our technical team right away.

V: Our technical team will conduct a thorough analysis to identify and rectify the issues promptly. I'll
keep you updated on our progress.

C: Thank you. We understand that technical glitches can happen, and we appreciate your prompt
attention to this matter. If there's anything we can do to assist in the resolution process, please let us
know.

V: Absolutely. Your cooperation is valuable. We'll work diligently to address these concerns, and if
there's a need for any additional information from your end, we'll reach out promptly.

C: Great. We look forward to a quick resolution, and we appreciate your commitment to maintaining the
functionality of our website.

V: Thank you for your understanding. We'll do our best to ensure your website operates smoothly. If you
have any other questions or concerns, feel free to reach out.

C: Will do. Thanks again for your assistance.

1. ………………………………………? for a while now
Make the question for the answer!
2. …………………………………….. ? some issues
Make the question for the answer!

3. Choose if the sentences are true or false!

N statement True / False

o
1 we've been using the website for 2 years now
2 The slow loading times have been happening
consistently during peak hours
3 There are instances where the contact form on our
website is not working properly.
4 To better assist you, could they provide specific
examples of when these issues occurred and any error
messages you or your users might have encountered?

5 Thank you for providing those details. I'll investigate

the issues with our technical team right away
6 I understand that technical glitches can happen, and
we appreciate your prompt attention to this matter

4. What are the specific problem the customer encounter?

A. some of the pages are taking an unusually long time to load
B. there are some instances where the contact form on our website is not working properly.
C. complaints from users
D. Our technical team will conduct a thorough analysis
E. some of the pages are taking a quick time to load

5. I see. I apologize for any inconvenience this may have caused. We take these matters seriously.
The word inconvenience has the same meaning with …………
A. Disability
B. Discomfort
C. Disapprove
D. Disagree
E. Dislike
Customer Service Agent (CSA) Customer

CSA: Hello, welcome to Digital Computer Customer Service. Customer: Hi, Lisa. My name is David.
My name is Lisa. How can I assist you today? I have an issue with a product I
purchased last week.
CSA: Of course, David. I'll do my best to assist you. What Customer: I've found that this product
seems to be the problem? isn't functioning properly. I hope you
can help me resolve it.
CSA: I apologize for the inconvenience, David. Let me try to Customer: Certainly, my invoice
understand the issue better. Can you provide your invoice number is 123456789.
number or order number?
CSA: Thank you, David. I'll check your records now. Customer: Yes, I would like to file a
(Checking the records) I see that your product is still under warranty claim.
warranty. Would you like to file a warranty claim?

6. Choose if the sentences are true or false!

No Statements True / False

1 The customer has an issue with a product I purchased last
week
2 I apologize for the mistake I’ve done, David. Let me try to
understand the issue better.
3 The customer needs to file a warranty claim.