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Activity 3 - Solucionada

The document describes a learning activity that involves correcting 10 mistakes in a conversation between a customer and agent. The conversation is about a printer issue and the agent's inability to directly help, instead needing to transfer the customer to another department. Some key details include the customer complaining about not getting their problem resolved after a long call, and the agent apologizing but noting policies around customer time and complaint response.

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Melanie Bermúdez
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63 views4 pages

Activity 3 - Solucionada

The document describes a learning activity that involves correcting 10 mistakes in a conversation between a customer and agent. The conversation is about a printer issue and the agent's inability to directly help, instead needing to transfer the customer to another department. Some key details include the customer complaining about not getting their problem resolved after a long call, and the agent apologizing but noting policies around customer time and complaint response.

Uploaded by

Melanie Bermúdez
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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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.
Costumer: No, it isn’t.
Agent: It means your printer has an internal failure. When you bought 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 are
busy. Instead of keeping you on hold an agent will call you back within 60
minutes.
Costumer: Who did I talked 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.
SOLUTION

- THANKS FOR YOUR CALL.

- WHAT DO YOU MEAN EXACTLY?

- GIVE ME AN APPROXIMATE NUMBER

- IT WON'T TAKE MORE THAN TWO MINUTES

- NO, IT DOES NOT WORK

- COULD YOU LEAVE ME YOUR PHONE NUMBER AND ADDRESS?


- FOR DIGITAL LPQ OUR CUSTOMERS ARE THE MOST IMPORTANT.
I UNDERSTAND THAT I HAVE NOT BEEN ABLE TO HELP YOU
COMPLETELY AND THAT YOUR CASE HAS NOT BEEN SOLVED, BUT
UNDERSTAND THAT IT IS NOT MY AREA AND THAT THE DAMAGE
OF THE MACHINE IS ALREADY INTERNAL. I WILL MAKE MY
COLLEAGUES IN THE SPECIFIC AREA CONTACT YOU AS SOON AS
POSSIBLE TO BE ABLE TO PROVIDE YOU WITH AN EXCELLENT
QUALITY SERVICE.

HAPPY DAY.

HELLO, PROFESSOR LAURA.

I HAD MANY DOUBT WITH THIS ACTIVITY; HOWEVER, I HOPE THAT THIS
IS WELL.

THANK YOU

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