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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. Agent:
Good afternoon. This is Johana in Digital LPQ complaints line. Thank you very much for your call. How I How I can help can help you? How can I help you? There seems to be a problem with my printer. It´s in all the text, correct correct is customer I'm sorry to hear that. What W hat was exactly the problem? My printer is on but it does not print. What does your printer reference? It is a TRX-3001. Is the Wi-Fi Wi-Fi printers’ series? Yes, it is. Have you checked your internet connection? Yes, there is no problem about it.
Costumer: Agent: Costumer: Agent: Costumer: Agent: Costumer: Agent: Costumer: Agent: Ink levels are in minimum printing level? Are Ink levels in minimum printing level? Costumer: No, they are almost full. Agent: What kind of printing quality you are using? What kind of printing quality are you using? Costumer: Draft. Agent: What kind of error message shows your printer? What kind of error message does your printer show? Costumer: Low ink levels. Your printer has four cartridges. When you replaced them for last time? When did you replace them for last time? Agent: Costumer: A month ago. One month ago. Agent: How many pages you have printed so far? far ? It can be an approximate number. How many pages have you printed so far? far ? Costumer: Almost 200. 200. Agent: What kind of printing colors you used? It means, most of your printings are in the same color and quality. What kind of printing colors did you use? Costumer: Yes, grey scale and draft. Agent: When was the last time you used your printer? Costumer: A week ago. ago. One week ago. Agent: It could be the problem. Can clean you automatically the cartridges? Can you clean automatically the cartridges? Costumer: Yes. I know how to do it. Agent: Please proceed to clean them and then select the printing option. It will take two minutes. Costumer: OK. Done! Agent: Is your printer working properly?
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Costumer: No, it isn’t. Agent: It means your printer has an internal failure. When you bought it? When did you buy it? Costumer: Six months ago. I am going to put you through the area in charge. Please, hold on two Agent: minutes Costumer: OK. I’m afraid we can’ t help you at the moment. Could leave you your contact phone number and Agent: address? We will contact you soon.
Could you leave your contact phone number and address? address?
I cannot believe it. After this long phone call and you did not help me to solve my problem. Agent: I’m 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? Who did I talk to? Agent: Johana Garcia. Costumer: In case I don’t 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 costumer’s time is valuable. It is our complaint policy to answer your inconvenience as soon as possible with a prompt and effective response. customer’s custo mer’s 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. Costumer:
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 comment for the instructor 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 C ri terios de eval evalua uaci ción ón
Formula preguntas preguntas directas para atender una queja haciendo uso de vocabulario y la estructura requerida. correctly.
