Initial Inquiry: Missing Package
The customer hasn't received their package despite the tracking status showing 'delivered'. They contact customer service to understand why.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
tracking
Tracking refers to following the progress of a package from shipment to delivery, often using an online system or app. It's useful when checking the status of your online orders.
delivered
Delivered means the package has arrived at the destination and been handed over. In this context, it's used when the status shows arrival but the item is not received.
order number
An order number is a unique code given to your purchase for identification. You need it to inquire about or track your online order.
confirm
To confirm means to verify or make sure something is true. It's polite to use when asking someone to check details, like in customer service calls.
investigation
An investigation is a formal check or inquiry into a problem, like a lost package. In delivery issues, it involves the company looking into what happened.
courier
A courier is a service or person that delivers packages, like UPS or FedEx. Use this word when talking about shipping companies.
prematurely
Prematurely means too early or before the right time. It's used here to explain why a package might be marked as delivered when it's not actually there.
refund
A refund is money returned to you when a purchase is canceled or there's a problem. It's a common option if a package is lost.
Key Sentences
Important phrases to remember and practice
Hi, I'm calling about an online order that seems to be missing.
This is a polite opening for a customer service call about a problem. It uses 'I'm calling about' to state the purpose clearly. Useful for starting inquiries; 'seems to be' softens the complaint.
Can I please get your order number so I can look into this for you?
This is a service representative's way to request information politely. 'Look into this' means to investigate. It's useful for customer service; the structure shows helpfulness with 'so I can... for you'.
My order number is #20230915-7890.
This is how to provide identification details clearly. Simple and direct; useful when giving numbers over the phone. Read slowly and spell if needed for clarity.
Can you confirm if you checked with neighbors or anyone else in your household?
This asks for verification politely using 'can you confirm'. It's useful in troubleshooting; 'household' means family members at home. Helps gather more information.
Sometimes packages are marked delivered prematurely.
This explains a common issue using 'sometimes' for frequency and passive voice 'are marked'. Useful for understanding delivery errors; teaches adverb placement with adjectives like 'prematurely'.
What I can do is open an investigation with the courier service.
This offers a solution using cleft sentence 'What I can do is...' for emphasis. Useful in service responses; shows proactive help and introduces the next step.
Typically, an investigation can take 3-5 business days.
This gives time estimates with 'typically' meaning usually, and 'business days' excluding weekends. Useful for setting expectations; note the range '3-5' for flexibility.
If it's not located, we'll then discuss options for a replacement or refund.
This uses conditional 'if... then' for future possibilities. Useful for outlining next steps; 'options for' introduces choices like replacement (new item) or refund (money back).
Please keep me informed.
This politely requests updates using imperative 'please keep'. Useful at the end of calls; 'informed' means notified about progress.
Is there anything else I can assist you with today?
A standard closing question in service calls using 'assist' for help. Useful to check for more issues; polite and professional way to end the conversation.