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Module3
3.1Dealingwithproblems(page30)
CCO=CallcentreoperatorC=customer
CCOHello,PencoTelecommunications
CAtlast,Iwasjustabouttohangup.I’vebeenonthephonefortenminutesgoing
throughvariousoptions…noneofwhichIwanted.
CCOIdoapologiseforthewait,sir.HowcanIhelpyou?
CI’vebeenwaitinginalldayforanengineertocomeandrepairmyline.Hewas
duetocomeatteno’clockthismorning…it’snowthreeintheafternoon.I
telephonedattwelveo’clockandoneofyouroperatorspromisedtocallmeback,but
shehasn’t.I’vewastedmydaywaitingaroundandworsethanthatIstillcan’treceive
anycalls.
CCOI’mverysorry.CanIhelpyounumberandI’lllookintoitstraightway?
CYes,it’s01889245624.
CCOOK.Onemoment–I’mgoingtoseewhotheengineeristhathasbeen
assignedtothejob…OK,Ihavehisnumber.I’mgoingtoputyouonholdandtryto
fidoutwhat’shappened.
CPleasedon’tdisappear.AsIsaid,ittookmetenminutestogetthroughinthefirst
place.
CCODon’tworry,I’llcomestraightbacktoyou.Onemoment…Right,Im‘
afraidhehasbeendelayedonanotherjob.Heapologisesfornotcallingyousooner.
Henormallyworksuntil5pmbuthe’sofferedtoworklaterthiseveningtofitinyour
job.Hecanbethereby6pm.Wouldthatbeconvenient?
CNo,itwouldnot.I’mgoingouttothecinemathisevening.
CCOIquiteunderstand.Inthatcase,Im‘goingtohavetoreschedulehimfor
anotherday.Canyoutellmewhenwouldbeconvenient?
Cwell,firstthingtomorrowmorning,but…
CCOI’llseewhatIcando.PleasejustbearwithmeforamomentwhileIspeakto
himagain…rightthat’sarrangedfortomorrowmorningatnine.
CThat’sallverywell,butwhatamIsupposedtodointhemeantime?
CCODoyouhaveamo
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