2 the Call Center
Content
The Call Center
Everyday Dialogues
Dialogue Reading
Read the dialogue with your partner a few times. Take turns
being each character. Practice your intonation and pronunciation.
Write down any new words or phrases in your notebook.
Customer Service
Representative:
TeleTalk Communications. Andy speaking.
How can I help you?
Customer:
Hello. I’d like to cancel my home phone service.
CSR:
May I ask your reason for canceling? Is this about a change of residence?
Customer:
No. I just don’t use my home phone service anymore. I mainly use my cell.
CSR:
I understand. Do you presently use TeleTalk as your Internet provider?
Customer:
No, I have Internet at work. I just use it for long distance...which I can do on my cell.
CSR:
Well, we do have a package that may be of interest to you. TeleTalk has a special
deal on–
Customer:
I’m sorry. I’m not interested in any promotions. I’m just calling to cancel.
CSR:
That’s no problem. You understand that there will be a $50 penalty for canceling
your contract, right?
Customer:
$50? I don’t remember signing any contract.
CSR:
We will happily wave the penalty if you’re interested in keeping your home phone
for the next three months.
Customer:
No, I’m not interested. I’m afraid you won’t be able to talk me into any promotions
today.
CSR:
No problem. I’ll just need to transfer your call to a different department. Please have
your four-digit access code ready.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
1
The Call Center
Everyday Dialogues
Practice
Work with your partner. Role-play the dialogue,
substituting the different expressions below. Then reverse roles.
How can I help you?
What can I do for you?
May I ask the reason for this call?
How can I be of service today?
I’m sorry. I’m not interested.
Thanks, but I’m not interested.
Thanks, but no thanks. (informal)
No thank you. That’s not what I’m calling for.
I’m afraid that doesn’t interest me.
I’d like to cancel my home phone service.
I’d like to cut off my phone service.
I want to cancel my Internet.
I’d like to break my contract.
There will be a $50 penalty.
There is a $50 charge.
There is a $50 change fee.
There is a $50 cancellation fee.
Is this about a change in residence?
Are you moving?
Does this involve an address change?
I just need to transfer you to another department.
I’ll just put you through to another department.
Please hold while I pass you on to my supervisor.
Please hold while I connect you to another
representative.
I have something that may be of interest to you.
Can I interest you in a special package?
We have a deal going on right now.
Have you thought about bundling your services?
I think you may be interested in a promotion we
have going on right now.
Please have your four-digit access code ready.
Can you give me your PIN, please?
Do you by chance remember your secret code?
I’ll just need your password to verify your identity.
I’ll need your date of birth, please.
!
!
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
2
The Call Center
Everyday Dialogues
Call Center Scenarios ✓
Work with your partner to classify the following concerns and inquiries. Which call center is required?
Some items may be added to more than one column.
lost credit card
stolen passport
not enough channels
apply for mortgage
slow to download files
garbage disposal inquiry
want long distance deals
overcharged for movies
Bank
money missing
from savings
income tax question
money missing from savings
lost birth certificate
change of marital status
address change
want a different phone #
canceling service
Phone
want a car loan
unemployment benefits
immigration question
monthly fee question
high speed Internet promotion
balance inquiry
retirement savings question
TV/Internet
Government
not enough channels
stolen passport
Practice: Work with your partner to practice starting conversations between a CSR and a
customer. Use the concerns and inquiries in the chart.
Example:
CSR (bank): How can I be of service today?
Customer: I’d like to open a retirement
savings account.
CSR (TV): What can I do for you today?
Customer: I was overcharged on my bill
this month. I only purchased one movie,
but I was charged for two.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
3
The Call Center
Everyday Dialogues
Dialogue Building
Complete the dialogue below with appropriate expressions.
CSR: Main Branch West. How can I ___________ you?
Customer: Hello. I’m a Main Branch customer. I’d like to
___________my account.
CSR: You want to close it. Okay. Is this about an address _____________________?
We can transfer your account to a new branch.
Customer: No, I’m not moving. I’m switching _________.
CSR: No problem. ___________ask your reason for switching banks?
Customer: I’m just tired of all of the monthly ___________ at this bank.
CSR: I ____________. Perhaps I can ________ you in our no-fee savings account.
Customer: Thanks, but I’m not ________________ in any ____________ at this time.
CSR: No problem. I’ll just need to set you up with an appointment. Please ________ while I
__________ to another department.
Customer: Can’t I just close my account over the phone?
CSR: I’m _________ not. Closing an account requires a signature. You will need to come into the
branch.
Customer: Great. (sarcastic)
CSR: Please have your ____________ ready. The next CSR will need to verify your identification.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
4
The Call Center
Everyday Dialogues
Write Your Own Dialogue
Choose one type of call center. Choose one reason why a customer might call this center. Write a
telephone dialogue with your partner using phrases from page 2. Practice and present the dialogue to
your class.
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Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
5
The Call Center
Everyday Dialogues
Answer Key
Lesson Description: In this lesson, a customer talks to a customer service representative at a call center. Students
learn useful vocabulary and expressions for contacting telephone help desks.
Call Center Scenarios
Bank
Phone
TV/Internet
Government
money missing
from savings
address change
not enough channels
stolen passport
apply for a
mortgage
want long distance
deals
overcharged for movies
garbage disposal inquiry
address change
want a different
phone #
canceling service
income tax question
canceling service
canceling service
monthly fee question
lost birth certificate
retirement savings
question
monthly fee
question
high speed Internet
promotion
change of marital status
slow to download files
address change
want a car loan
monthly fee
question
unemployment benefits
balance inquiry
immigration question
After students have filled out chart, encourage them to practice asking questions related to the inquiry/problem.
Dialogue Building
These are suggestions. Your students may choose other words that fit.
CSR: Main Branch West. How can I help you?
Customer: Hello. I’m a Main Branch customer. I’d like to close my account.
CSR: You want to close it. Okay. Is this about an address change? We can transfer your account to a
new branch.
Customer: No, I’m not moving. I’m switching banks.
CSR: No problem. May I ask your reason for switching banks?
Customer: I’m just tired of all of the monthly fees at this bank.
CSR: I understand/see. Perhaps I can interest you in our no-fee savings account.
Customer: Thanks, but I’m not interested in any promotions/deals/specials at this time.
CSR: No problem. I’ll just need to set you up with an appointment. Please hold/wait while I transfer you/
put you through to another department.
Customer: Can’t I just close my account over the phone?
CSR: I’m afraid not. Closing an account requires a signature. You will need to come into the branch.
Customer: Great. (sarcastic)
CSR: Please have your security code/password/PIN ready. The next CSR will need to verify your
identification.
!
!
!
Spelling Note: The text and tasks show the American spelling of the words Center and Canceling. Most other Englishspeaking countries spell these words this way: Centre and Cancelling. Make it a challenge for your students to find these
words in the lesson and see if they know the alternate spellings.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
6
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
7
Everyday Dialogues
Dialogue Reading
Read the dialogue with your partner a few times. Take turns
being each character. Practice your intonation and pronunciation.
Write down any new words or phrases in your notebook.
Customer Service
Representative:
TeleTalk Communications. Andy speaking.
How can I help you?
Customer:
Hello. I’d like to cancel my home phone service.
CSR:
May I ask your reason for canceling? Is this about a change of residence?
Customer:
No. I just don’t use my home phone service anymore. I mainly use my cell.
CSR:
I understand. Do you presently use TeleTalk as your Internet provider?
Customer:
No, I have Internet at work. I just use it for long distance...which I can do on my cell.
CSR:
Well, we do have a package that may be of interest to you. TeleTalk has a special
deal on–
Customer:
I’m sorry. I’m not interested in any promotions. I’m just calling to cancel.
CSR:
That’s no problem. You understand that there will be a $50 penalty for canceling
your contract, right?
Customer:
$50? I don’t remember signing any contract.
CSR:
We will happily wave the penalty if you’re interested in keeping your home phone
for the next three months.
Customer:
No, I’m not interested. I’m afraid you won’t be able to talk me into any promotions
today.
CSR:
No problem. I’ll just need to transfer your call to a different department. Please have
your four-digit access code ready.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
1
The Call Center
Everyday Dialogues
Practice
Work with your partner. Role-play the dialogue,
substituting the different expressions below. Then reverse roles.
How can I help you?
What can I do for you?
May I ask the reason for this call?
How can I be of service today?
I’m sorry. I’m not interested.
Thanks, but I’m not interested.
Thanks, but no thanks. (informal)
No thank you. That’s not what I’m calling for.
I’m afraid that doesn’t interest me.
I’d like to cancel my home phone service.
I’d like to cut off my phone service.
I want to cancel my Internet.
I’d like to break my contract.
There will be a $50 penalty.
There is a $50 charge.
There is a $50 change fee.
There is a $50 cancellation fee.
Is this about a change in residence?
Are you moving?
Does this involve an address change?
I just need to transfer you to another department.
I’ll just put you through to another department.
Please hold while I pass you on to my supervisor.
Please hold while I connect you to another
representative.
I have something that may be of interest to you.
Can I interest you in a special package?
We have a deal going on right now.
Have you thought about bundling your services?
I think you may be interested in a promotion we
have going on right now.
Please have your four-digit access code ready.
Can you give me your PIN, please?
Do you by chance remember your secret code?
I’ll just need your password to verify your identity.
I’ll need your date of birth, please.
!
!
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
2
The Call Center
Everyday Dialogues
Call Center Scenarios ✓
Work with your partner to classify the following concerns and inquiries. Which call center is required?
Some items may be added to more than one column.
lost credit card
stolen passport
not enough channels
apply for mortgage
slow to download files
garbage disposal inquiry
want long distance deals
overcharged for movies
Bank
money missing
from savings
income tax question
money missing from savings
lost birth certificate
change of marital status
address change
want a different phone #
canceling service
Phone
want a car loan
unemployment benefits
immigration question
monthly fee question
high speed Internet promotion
balance inquiry
retirement savings question
TV/Internet
Government
not enough channels
stolen passport
Practice: Work with your partner to practice starting conversations between a CSR and a
customer. Use the concerns and inquiries in the chart.
Example:
CSR (bank): How can I be of service today?
Customer: I’d like to open a retirement
savings account.
CSR (TV): What can I do for you today?
Customer: I was overcharged on my bill
this month. I only purchased one movie,
but I was charged for two.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
3
The Call Center
Everyday Dialogues
Dialogue Building
Complete the dialogue below with appropriate expressions.
CSR: Main Branch West. How can I ___________ you?
Customer: Hello. I’m a Main Branch customer. I’d like to
___________my account.
CSR: You want to close it. Okay. Is this about an address _____________________?
We can transfer your account to a new branch.
Customer: No, I’m not moving. I’m switching _________.
CSR: No problem. ___________ask your reason for switching banks?
Customer: I’m just tired of all of the monthly ___________ at this bank.
CSR: I ____________. Perhaps I can ________ you in our no-fee savings account.
Customer: Thanks, but I’m not ________________ in any ____________ at this time.
CSR: No problem. I’ll just need to set you up with an appointment. Please ________ while I
__________ to another department.
Customer: Can’t I just close my account over the phone?
CSR: I’m _________ not. Closing an account requires a signature. You will need to come into the
branch.
Customer: Great. (sarcastic)
CSR: Please have your ____________ ready. The next CSR will need to verify your identification.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
4
The Call Center
Everyday Dialogues
Write Your Own Dialogue
Choose one type of call center. Choose one reason why a customer might call this center. Write a
telephone dialogue with your partner using phrases from page 2. Practice and present the dialogue to
your class.
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
5
The Call Center
Everyday Dialogues
Answer Key
Lesson Description: In this lesson, a customer talks to a customer service representative at a call center. Students
learn useful vocabulary and expressions for contacting telephone help desks.
Call Center Scenarios
Bank
Phone
TV/Internet
Government
money missing
from savings
address change
not enough channels
stolen passport
apply for a
mortgage
want long distance
deals
overcharged for movies
garbage disposal inquiry
address change
want a different
phone #
canceling service
income tax question
canceling service
canceling service
monthly fee question
lost birth certificate
retirement savings
question
monthly fee
question
high speed Internet
promotion
change of marital status
slow to download files
address change
want a car loan
monthly fee
question
unemployment benefits
balance inquiry
immigration question
After students have filled out chart, encourage them to practice asking questions related to the inquiry/problem.
Dialogue Building
These are suggestions. Your students may choose other words that fit.
CSR: Main Branch West. How can I help you?
Customer: Hello. I’m a Main Branch customer. I’d like to close my account.
CSR: You want to close it. Okay. Is this about an address change? We can transfer your account to a
new branch.
Customer: No, I’m not moving. I’m switching banks.
CSR: No problem. May I ask your reason for switching banks?
Customer: I’m just tired of all of the monthly fees at this bank.
CSR: I understand/see. Perhaps I can interest you in our no-fee savings account.
Customer: Thanks, but I’m not interested in any promotions/deals/specials at this time.
CSR: No problem. I’ll just need to set you up with an appointment. Please hold/wait while I transfer you/
put you through to another department.
Customer: Can’t I just close my account over the phone?
CSR: I’m afraid not. Closing an account requires a signature. You will need to come into the branch.
Customer: Great. (sarcastic)
CSR: Please have your security code/password/PIN ready. The next CSR will need to verify your
identification.
!
!
!
Spelling Note: The text and tasks show the American spelling of the words Center and Canceling. Most other Englishspeaking countries spell these words this way: Centre and Cancelling. Make it a challenge for your students to find these
words in the lesson and see if they know the alternate spellings.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
6
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
7
