Password Reset and Account Recovery
A user has forgotten their password for an online service or an operating system and needs help regaining access to their account. The support agent verifies their identity and guides them through the password reset or account recovery process.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
log in
To enter a computer system or website using a username and password. Use it when accessing online accounts, like 'I need to log in to my email.'
forgotten
The past participle of 'forget,' meaning you cannot remember something. Common in tech contexts: 'I've forgotten my password.'
password
A secret word or code used to access an account or device. Always create strong ones with letters, numbers, and symbols.
account
A user profile on a website or service, often linked to an email. Say 'my email account' for online profiles.
verify
To check or confirm that something is true or correct. In support calls: 'We need to verify your identity for security.'
identity
Who a person is, confirmed by name, questions, or documents. Used in security: 'Please verify your identity.'
inbox
The main folder in your email where new messages arrive. Check it first for important emails like reset links.
spam
Unwanted or junk email folder. Emails might go there by mistake, so always check it for legitimate messages.
strong password
A secure password that's hard to guess, using a mix of characters. Important for protecting accounts: 'Create a strong password.'
Key Sentences
Important phrases to remember and practice
How can I help you today?
A polite greeting used by service agents to start a conversation. It's a question form with 'can' for offering help; useful in customer service roles.
I've completely forgotten my password.
Expresses forgetting something entirely. 'Completely' emphasizes totality; use this when explaining a problem like lost access to an account.
This is a common issue.
Reassures the customer that the problem is normal. 'Common' means frequent; helpful for calming people in support situations.
Could you please tell me the email address associated with your account?
A polite request using 'could' for permission and 'please' for courtesy. 'Associated with' means linked to; key for gathering info in tech support.
For security purposes, I'll need to verify your identity.
Explains a step for safety. 'For...purposes' gives reason; 'verify' uses future 'I'll need to' for planned action. Use in formal verifications.
I've just sent a password reset link to your email.
Describes a recent action with 'just' for immediacy. Present perfect 'I've sent' shows completion; common in guiding users through resets.
Please check your inbox, and remember to also check your spam folder.
Gives instructions with 'please' for politeness and 'remember to' for reminder. Coordinating conjunction 'and' connects actions; practical for email advice.
You're most welcome.
A polite response to 'thank you,' more formal than 'you're welcome.' Use it to show appreciation in service interactions.
Have a great day!
A friendly goodbye. Imperative form for well-wishing; common in ending calls to leave a positive impression.