Following Up on a Service Request
The customer calls back to check the status of their previously reported issue or a technician visit, or to inquire about the estimated time for resolution.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
follow up
To check or ask for more information about something that happened before, like a previous request. Use this when you want updates on a service or issue.
service request
A formal report or ticket you submit to a company for help with a problem, like fixing internet. Common in customer service situations.
account number
A unique number that identifies your customer account with a company, used to access your information quickly.
technician
A skilled worker who fixes technical problems, such as internet or equipment issues. Use this term when asking about repair visits.
scheduled
Planned or arranged for a specific time. Often used for appointments, like 'a technician is scheduled to come tomorrow.'
confirmation
Official proof or notice that something is set, like an email verifying an appointment. Useful for ensuring details are correct.
appreciate
To feel grateful for someone's help or kindness. A polite way to say thank you in professional conversations.
Key Sentences
Important phrases to remember and practice
Hi, I'm calling to follow up on a service request I submitted earlier this week.
This is a polite way to start a follow-up call. It uses 'follow up on' to mean checking status, and 'submitted' shows past action. Useful for customer service inquiries to get quick attention.
Could you please provide me with your account number or the service request number if you have it?
A courteous request for information. 'Could you please' makes it polite, and 'if you have it' softens the ask. Grammar: conditional 'could' for requests. Use when needing details from a customer.
No problem, I can look it up with your account number.
Reassures the caller that it's easy to help. 'Look it up' means search in a database. Useful in service roles to build trust; present tense shows immediate action.
Do you have any updates on when a technician might be able to come out?
Asks for progress on a repair. 'Updates on' means new information, 'might be able to' expresses possibility politely. Great for following up on timelines in service calls.
It shows here that a technician is scheduled to visit your location tomorrow.
Provides status update. Passive-like structure with 'is scheduled to' for future plans. Useful for informing customers of appointments; includes time details for clarity.
Will I get a call or text before they arrive?
Seeks confirmation of next steps. Simple future question with 'will' for predictions. Practical for ensuring communication in service scenarios.
Perfect, thank you so much for your help! I really appreciate it.
Expresses strong thanks at the end of a call. 'So much' emphasizes gratitude, 'appreciate it' is idiomatic. Use to politely close positive interactions.