Complaint About Reoccurring Issue
A customer calls the service center because the repaired appliance is malfunctioning again, shortly after the initial repair, requiring a new service request or follow-up under warranty.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
refrigerator
A large appliance used to keep food cold. In this dialogue, it's the item that's broken and needs repair. You can say 'My refrigerator isn't working' when calling for service.
acting up
An informal phrase meaning something is not working properly or malfunctioning. It's useful in casual complaints, like 'My computer is acting up again.'
service request number
A unique code or ID given when you first request help or repair. Providing this helps the service rep find your information quickly, like in customer service calls.
warranty
A guarantee from the company that covers repairs for a certain time if something goes wrong. It's important in complaints: 'Is this covered under warranty?' to avoid extra costs.
reoccurring
Happening again, especially a problem that returns after being fixed. Use it like 'This is a reoccurring issue with my phone' when following up on repairs.
technician
A skilled worker who fixes appliances or machines. In service calls, you might ask 'When will the technician arrive?' to know about the repair visit.
frustration
A feeling of annoyance or anger when things don't go well. Service reps often say 'I understand your frustration' to show empathy in complaints.
schedule
To arrange a time for something, like an appointment. In this context, 'I've scheduled a visit' means booking the repair time. Useful for making plans: 'Can you schedule it for tomorrow?'
Key Sentences
Important phrases to remember and practice
Hi, I'm calling because the refrigerator you guys repaired last week is acting up again.
This is a polite way to start a complaint call, explaining the problem clearly. It's useful for service situations; note 'you guys' is informal for 'your company.' Use it when reporting issues to connect past and current problems.
I'm sorry to hear that. Could you please provide your service request number or your address so I can pull up your records?
A standard response in customer service to show empathy and request details. 'Pull up' means to access on a computer. This sentence teaches polite questioning; use it when helping customers verify information.
Certainly. The service request number was 20230515-FRIDGE. My address is 123 Maple Street.
This shows how to provide information clearly and politely. 'Certainly' means 'of course.' It's practical for giving details in calls; remember to include specific numbers or addresses to speed up service.
Can you describe what's happening now?
A simple question to get more details about the problem. It's useful in troubleshooting; the present continuous 'what's happening' focuses on the current situation. Use it to encourage the customer to explain issues.
I understand your frustration. Since it's a reoccurring issue within a week of the original repair, this will be covered under our warranty.
This empathizes with the customer and explains policy. 'Since' introduces a reason; it's key for handling complaints under guarantees. Useful when assuring no extra cost: practice for service roles.
That's good to hear. When's the earliest someone can come?
A positive response followed by a question about timing. 'That's good to hear' shows relief; contractions like 'when's' make it natural. Use this to confirm and ask for quick service in follow-ups.
Let me check. It looks like we have an opening tomorrow afternoon between 1 PM and 5 PM. Would that work for you?
This offers availability politely. 'Let me check' buys time; 'would that work' seeks agreement. It's a common pattern for scheduling; useful for appointments, noting time ranges for flexibility.
Alright. I've scheduled a new service visit for you for tomorrow, May 22nd, between 1 PM and 5 PM. Is there anything else I can assist you with today?
Confirms the booking and offers more help, ending the call professionally. Past perfect 'I've scheduled' shows completion; it's a standard close. Use it to wrap up service calls and ensure customer satisfaction.