Dealing with Complaints
phone conversation
-Hello
-Good evening, sir. this is hotline service operator, Steve. How can I help you?
- You know I have just moved to a new region and noticed the advertisement near by my house. I would like to know about your internet services.
- Sure. first of all I want to know for what do you need the internet? For work? For communication? or may be for online games?
- well, I think mostly for communication with my relatives abroad.
-Ok, then how often do you use internet?
-every day.
- I have choose some variants for you. What kind of tariff do you prefer? limited or unlimited?
-unlimited, I think.
- so there are 23$ and 17$ variants. Plus connection service for free if you choose our internet until the April ends.
-Nice! I agree
-If is it convenient to you, the master can come tomorrow at any time from 10A.M. to 10P.M.
- it would be great if he will come at 7P.M.
- Ok. thank you for choosing us. wait the agent tomorrow at 7P.M. bye!
-Bye.
________________________________________
complaint handling
-Hello
- good evening. how can I help you?
- a days ago I have bought a new coat and didn't noticed that there is a big hole inside!
- oh, we are really sorry for it. you can choose from several options: to refund, to replace or to repair it.
-I think replacement is what I want.
-wait me a minute. I'll be back soon. ............................ Here it is.
- thank you.
-we apologies again for this defect.
________________________________________
face-to-face conversation
-Hello
-Hello. How can I help you?
- I would like to choose a mobile phone for present for my wife.
-Well I can offer you this models. Women like it most of all.
-Very good. My wife like to make a photos, so I need good camera within the phone.
-ok, this models have a 16 megapixels camera. But I would recommend you this phone. It has wi-fi and 3g functions, big sized screen. Moreover this screen can react on nails!
- that's what I need. What is
-Hello
-Good evening, sir. this is hotline service operator, Steve. How can I help you?
- You know I have just moved to a new region and noticed the advertisement near by my house. I would like to know about your internet services.
- Sure. first of all I want to know for what do you need the internet? For work? For communication? or may be for online games?
- well, I think mostly for communication with my relatives abroad.
-Ok, then how often do you use internet?
-every day.
- I have choose some variants for you. What kind of tariff do you prefer? limited or unlimited?
-unlimited, I think.
- so there are 23$ and 17$ variants. Plus connection service for free if you choose our internet until the April ends.
-Nice! I agree
-If is it convenient to you, the master can come tomorrow at any time from 10A.M. to 10P.M.
- it would be great if he will come at 7P.M.
- Ok. thank you for choosing us. wait the agent tomorrow at 7P.M. bye!
-Bye.
________________________________________
complaint handling
-Hello
- good evening. how can I help you?
- a days ago I have bought a new coat and didn't noticed that there is a big hole inside!
- oh, we are really sorry for it. you can choose from several options: to refund, to replace or to repair it.
-I think replacement is what I want.
-wait me a minute. I'll be back soon. ............................ Here it is.
- thank you.
-we apologies again for this defect.
________________________________________
face-to-face conversation
-Hello
-Hello. How can I help you?
- I would like to choose a mobile phone for present for my wife.
-Well I can offer you this models. Women like it most of all.
-Very good. My wife like to make a photos, so I need good camera within the phone.
-ok, this models have a 16 megapixels camera. But I would recommend you this phone. It has wi-fi and 3g functions, big sized screen. Moreover this screen can react on nails!
- that's what I need. What is