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Customer service

Explain a problem and ask for a fix, politely but firmly.

Your level: C2

The scene at the level you chose. The other levels follow below.

A formal complaint about a damaged piano

Stay measured and firm in a formal complaint meeting and agree a fair resolution.

You talk to: Complaints manager · 9 turns · about 8 min

Play scene (C2)

Phrases that help at C2

  • That's putting it mildly.
  • I'm not looking to apportion blame.
  • an oversight rather than anything deliberate
  • swept under the carpet

Every level of this situation

Each level is a different moment in this situation: short and simple at first, more nuanced at the higher levels.

  1. Pre-A1

    Pre-A1: My internet doesn't work

    Call the help line and say your internet doesn't work.

    You talk to: Help line assistant · 7 turns · about 4 min

    • My name is ...
    • My internet doesn't work.
    Play scene (Pre-A1)

  2. A1

    A1: Where is my parcel?

    Call about a missing parcel and arrange a call back.

    You talk to: Delivery company assistant · 7 turns · about 5 min

    • I'm calling about my parcel.
    • It isn't here.
    Play scene (A1)

  3. A2

    A2: Changing my delivery day

    Politely change the delivery day and give details about your home.

    You talk to: Online shop assistant · 7 turns · about 5 min

    • I'd like to change the delivery day.
    • I'm going to be at work.
    Play scene (A2)

  4. B1

    B1: Charged twice for a subscription

    Explain a double charge and follow up on the refund.

    You talk to: Billing assistant · 7 turns · about 6 min

    • I've been charged twice.
    • One of them must be a mistake.
    Play scene (B1)

  5. B2

    B2: Third call about a dropping connection

    Escalate a repeated internet problem calmly but firmly.

    You talk to: Technical support agent · 8 turns · about 7 min

    • This is the third time I've called.
    • It drops out every evening.
    Play scene (B2)

  6. C1

    C1: Negotiating compensation for spoiled food

    Tactfully negotiate compensation for food lost because of a faulty fridge-freezer.

    You talk to: Customer relations adviser · 9 turns · about 8 min

    • It's been a rather frustrating fortnight.
    • with respect, that falls some way short of ...
    Play scene (C1)

  7. C2

    C2: A formal complaint about a damaged piano

    Stay measured and firm in a formal complaint meeting and agree a fair resolution.

    You talk to: Complaints manager · 9 turns · about 8 min

    • That's putting it mildly.
    • I'm not looking to apportion blame.
    Play scene (C2)

Your progress

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