How to Speak to a Customer Service Representative

At some point, most of us make a telephone call to a companys customer service department. Whether its to place an order or a complaint, dispute a charge, or ask a question, its important to know how to communicate with customer service representatives. In this intermediate-level role-play dialogue, you will get a better understanding of how to interact with a customer service representative. Customer service calls usually follow a standard procedure. The representative will often ask for information such as your address and phone number. After practicing this role-play, you should be able to conduct these types of phone calls with what youve learned. Grab a partner and start practicing. Customer Service Representative: Hello, Big City Electricity, how may I help you today? Mr. Peters: Im calling concerning my electricity bill. Customer Service Representative: May I have your account number? Mr. Peters: Certainly, its 4392107. Customer Service Representative: Thank you, is this Mr. Peters? Mr. Peters: Yes, this is Mr. Peters. Customer Service Representative: Thank you, what can I help you with? Mr. Peters:Â  I think Ive been overcharged for the past month. Customer Service Representative: Im sorry to hear that. Why do you think we charged you too much? Mr. Peters: The bill is 300% higher than last month. Customer Service Representative: Im sorry to hear that. Let me ask you a few questions and then Ill see what I can do. Mr. Peters: OK, Thank you for your help. Customer Service Representative: Of course, thank you for calling this to our attention. Now, how much do you usually pay for your electricity? Mr. Peters: I usually pay about $50 a month.​ Customer Service Representative: Thank you. And how much did we charge on this bill?​ Mr. Peters: $150. I cant understand why.​ Customer Service Representative: Yes, Mr. Peters. Was your usage different in any way?​ Mr. Peters: No, it was an average month.​ Customer Service Representative: Im sorry. There certainly seems to be a mistake.​ Mr. Peters: Well, Im happy you agree with me.​ Customer Service Representative: Ill contact a service representative to come out and check your meter. Whats your address, Mr. Peters?​ Mr. Peters: 223 Flanders St., Tacoma, Washington 94998​ Customer Service Representative: Whats your phone number?​ Mr. Peters: 408-533-0875​ Customer Service Representative: Im terribly sorry about the misunderstanding. Well do our best to change this as quickly as possible. Mr. Peters: Thank you for your help in clearing this up. Customer Service Representative: Of course. Is there anything else that I can help you with today? Mr. Peters: No, thank you. That would be all. Customer Service Representative: Okay. Thanks for calling, Mr. Peters, and I hope you have a good day. Mr. Peters: You too! Goodbye.