Practice Listening Business English Exercises for A2 – Customer service

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1st person: good experience, 2nd person: bad experience

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Audioscript

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I bought an expensive talking toy from an online retailer for my son’s birthday. My son was very happy, but unfortunately Buzz Lightyear stopped talking after just two days. The only channel of communication was an email address to contact the company, so I wrote to them to report the problem. I was expecting a long wait. I certainly didn’t think the response time would be so quick. The same afternoon, I got a phone call from the supplier of the toy, who was very polite and understanding. They sent me a replacement the same day, which arrived the day after. And in the package there was a £10 credit voucher for my next purchase on the site.

2

I saw a tablet computer I wanted in a store near my home. When I looked on the Internet, I saw that it was cheaper to buy it online, from the same company, and then go to the store to pick it up. So I did that, but when I tried the tablet at home, it was impossible to connect to the Internet. So I took it back to the shop to explain the issue. They weren’t very helpful. They said they couldn’t do anything because I bought it online. ‘Yes,’ I said, ‘but from your website. And I came to your store to pick it up.’ I asked for a replacement, or if not a refund, but they refused. They just gave me the phone number of the Technical Support hotline.

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lower prices, flexible hours, possible to compare products online, number of products available, more information about the products

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1 cheapest   2 most   3 easy   4 wider   5 better

Audioscript

Why do people prefer to buy online? A recent survey asked this question to 15,000 shoppers in 15 different parts of the world. The first reason is probably no surprise to you. Online retailers offer the cheapest products. 55% of people chose online shopping because prices were lower. The second reason was shopping hours. Physical stores are of course limited by their opening times, but online stores have the most flexible hours: 24 hours a day, seven days a week. It’s difficult to be more flexible than that. People also liked the fact that you can compare products and prices online. And it’s true – it’s not as easy to compare products in physical stores, especially if they’re not near each other. Another reason was the number of products available. Some people buy online because Internet shopping offers a wider choice than in-store shopping. And finally, where do you prefer to get information about products? Some people think online retailers offer better information about a product. But only 11% thought this was a reason for buying online. Perhaps many of us still prefer to speak to somebody in a real shop.

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You get professional advice, the staff know more about the products, it’s quick (you don’t have to wait for a parcel to arrive), it’s good to see and touch the products, it’s easier to return or exchange items and doesn’t cost anything. With online shopping, delivery times are longer and there’s a risk of parcels being lost in the post.

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1 better   2 as low, quickest

3 most important, easier

4 less difficult, least expensive

5 as reliable, longer

Audioscript

A   I get more professional advice in a shop than online. I think in general the staff in a store have a better knowledge of the products. That’s very useful.

B   I know the prices aren’t as low as online, but it’s the quickest way to get the product I want. I don’t like to wait for a package to come.

C   The most important thing for me is to see and touch the products. It’s easier to make the right choice. But I still buy a lot of things I don’t need!

D   Well, it’s less difficult to return or exchange items than when you buy online. With a real store, I can just walk there or go in the car. It’s also the least expensive way because you don’t pay for postage.

E   Well, you see it in the news. The postal service isn’t as reliable now. Delivery times are longer and a lot of packages are lost, so I prefer to buy in a shop.

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Possible answers

1   The customer received the Spanish version of the book, not English. The customer will return the book. The supplier will send the correct version and credit the customer £5 to cover postage for the return.

2   The customer ordered a taxi for the airport but it hasn’t arrived. The taxi company will call her back.

3   The customer’s music system doesn’t read MP3 files. It’s been repaired once before for the same problem. The shop offers a replacement but not a refund.

4   The employee prepared the wrong files and will now prepare the right ones.

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Conversation 1: sentences 2, 4, 8

Conversation 2: 6, 10

Conversation 3: 1, 7, 9

Conversation 4: 3, 5

Audioscript

1

A   Customer Service. How can I help you?

B   Hello. Sorry, but I’ve just received a book from you, and I’m afraid there’s a problem with it.

A   Oh dear. Can you give me more details?

B   Well, it’s what I ordered – a biography of Nelson Mandela – but it’s in Spanish, not English. I think I maybe clicked on the wrong button on your website.

A   That’s possible. Well, I’m sorry to hear that. We’ll send you the correct version today. Can you return the other book to us?

B   Yes, of course.

A   And we’ll credit £5 to your account to cover postage.

B   Oh, thanks very much.

A   Now, can you just give me your account details …

2

A   Triple A Taxis. Good morning.

B   Hello, this is Mrs Navarro. I booked a taxi to the airport for nine o’clock. It’s 9.15 now and it still hasn’t arrived. I have a plane to catch in two hours’ time.

A   I do apologize, Mrs Navarro. Let me check. The address is 7 Castle Street, right?

B   Yes, that’s right.

A   OK, I’ll look into it and get back to you right away. Can I call you on this number?

B   Yes, it’s my mobile. I’ll wait to hear from you.

3

A   Good afternoon, sir. What can I do for you?

B   Good afternoon. I bought this music system six months ago. It’s already been repaired once, and now it’s not working again. I’m not very happy about it.

A   Sorry about that, sir. This model is usually very reliable. What exactly is the problem?

B   It’s the same issue as before. It doesn’t read MP3 files. I don’t want it to be repaired again. I’d like a refund.

A   I’m afraid we can’t give you a refund now, but we can offer you a replacement. Do you still have the receipt?

4

A   You know those customer files you prepared for me?

B   Yes.

A   I’m afraid they’re not the right ones. I actually wanted the files for 2015, not 2016.

B   Oh yes, I remember now. It’s my fault. I’m sorry.

A   Yes, sorry about that. I know it took you a long time to put them together.

B   Don’t worry. I’ll deal with it now.