English for Call Centers | Role Play Practice
Call Center English - Role Play
CONVERSATION #1 Call center agent and Customer
Agent: Hello.Thank you for calling Acme Technology Company.My name is Carol.How may I help you?
Customer: Hi Carol.I'm having trouble with your computer program.
Agent: I can help you with that, sir.What kind of problem are you having?
Customer: I'm having trouble installing the program.
Agent: I'm sorry about the difficulties you're having.I'll try my best to help you solve the problem.
Customer: I am trying to install it on both Windows and Linux.
Agent: I see.That's a little complicated.Would you mind if I put you on hold for a minute? I need to check on the code.
Customer: OK.That's fine.
Agent: Thank you, sir.Please hold for a minute.
Agent: Hello sir, thank you very much for holding.I'm sorry, but could I transfer you to my supervisor?
Customer: Sure.That's fine.
Agent: I appreciate it.I will transfer your call now.
Call Center English - Role Play
CONVERSATION #2
Agent: Hello.Thank you for calling Spirit Systems.This is Tom speaking.How can I assist you?
Customer: Hello.I recently bought a new computer, and I'm having trouble loading your software.
Agent: Alright ma'am.Could you please tell me which version you are trying to load?
Customer: It's the GR something.Hold on a sec…I'm trying to find the version of the program.
Agent: Sure.Please take your time.
Customer: It is the GR-5 Turbo.
Agent: Thank you for that, ma'am.The GR-5 Turbo.I'm sorry about the troubles you are having.I'll try my best to help you solve the issue.
Customer: Alright.Thank you.
Agent: Ma'am, which operating system are you currently using?
Customer: I'm on a Mac, and the OS is Mount Tam.
Agent: I see.Could I please put you on hold for a few minutes? I need to speak with technical support.
Customer: OK.But, I need to get back to work soon.
Agent: I completely understand.It should only take a couple of minutes.
Customer: OK.Thanks.
Agent: Thank you very much for holding ma'am.I think I found the problem.
Customer: Great.Please tell me.
Agent: I apologize, but our company has not yet released an update for that OS.However, It will be available early next week.
Customer: Ah, now I understand.Well, that explains it!
Agent: On behalf of our company, I am very sorry for the delay.Please check our website for the update next week.
Customer: OK.I'll do that.
Agent: Is there anything else I can assist you with today?
Customer: No, that should do it.
Agent: Thank you very much for calling, ma'am.
Customer: Yeah, OK.Thanks for looking into it.
Agent: Thank you again, ma'am.Goodbye.
Call Center English - Role Play
CONVERSATION #3
Agent: Hello.Thank you for calling Horizon Mobile.My name is Sarah.How can I help you?
Customer: Yes, my invoice for this month is double the amount from last month.I think there is an accounting mistake.
Agent: Oh, let's look into this.May have your full name, and phone number, please?
Customer: Yes, it is Paul S.Thompson.My number is 619-563-9810.
Agent: Thank you, Mr.Thompson.For verification purposes, may I have your date of birth?
Customer: Sure, my date of birth is May 11, 1978.
Agent: Thank you, sir.Could you give me a minute to pull up your account information?
Customer: Sure, of course.
Agent: Thank you for waiting, sir.I found your last billing invoice, and it does appear there has been an error.
Customer: I thought so!
Agent: We are very sorry for the double billing.I will notify our accounting department and they will send a new bill.
Customer: How long will that take?
Agent: You should receive it in 3-5 business days.
Customer: OK.Could you tell me my current balance?
Agent: Yes, of course, sir.Your current balance is $87.16
Customer: OK.That sounds about right.
Agent: Is there anything else I can assist you with today?
Customer: No, that should do it.
Agent: Again, I apologize for the error.Thank you very much for calling, Mr.Thompson.
Customer: Thanks for getting that sorted out.
Agent: It was my pleasure, sir.
Customer: Goodbye.
Agent: Goodbye.
