Troubleshooting Service Before Changing
A customer calls to discuss service changes but first needs to troubleshoot an existing issue (e.g., slow internet, dropped calls) before making a decision on upgrading or downgrading.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
upgrade
To upgrade means to change to a better or higher level service, like getting faster internet. Use it when discussing improvements to plans.
troubleshoot
Troubleshoot means to find and fix problems, especially with technology. It's common in customer service calls to solve issues before changes.
unreliable
Unreliable describes something that doesn't work consistently or can be trusted. For example, slow internet that drops often is unreliable.
consistent
Consistent means happening in the same way over time, without much change. Use it to describe problems that always occur, like constant slow speeds.
off-peak
Off-peak refers to times when there is less demand, like late at night for internet use. It's useful when talking about service performance during quiet hours.
router
A router is a device that connects your home to the internet and shares the connection. Resetting it is a common first step for fixing internet issues.
diagnostic
Diagnostic means checking or testing to identify a problem. In tech support, running a diagnostic helps find issues remotely.
intermittent
Intermittent means happening sometimes but not always, like a signal that comes and goes. It's often used for on-and-off technical problems.
technician
A technician is a skilled worker who fixes technical problems, like internet or phone issues. You might request one for home visits.
callback
A callback is when someone calls you back later. It's polite to offer this in service calls to continue discussions after fixing issues.
Key Sentences
Important phrases to remember and practice
I've been having some serious issues with my current service lately.
This sentence uses present perfect continuous tense ('I've been having') to describe ongoing problems. It's useful for starting a complaint in customer service, showing the issue is recent and persistent.
Before we look into upgrading your plan, let's definitely troubleshoot those issues.
This uses 'before' for sequence and 'definitely' for emphasis. It's a helpful pattern for customer service reps to prioritize fixing problems first, showing logical steps in conversations.
Can you tell me a bit more about what you're experiencing?
This is a polite question using 'can you' to request details. It's practical for gathering information in support calls, encouraging the customer to explain without pressure.
I've tried resetting my router multiple times, but it doesn't seem to help much.
Here, 'multiple times' means several occasions, and 'doesn't seem to' expresses doubt softly. Use this to describe self-troubleshooting steps when seeking help, showing you've tried solutions.
I'm running a diagnostic on your line right now.
Present continuous ('I'm running') shows an action happening now. This sentence is useful for informing customers about remote checks, building trust in tech support scenarios.
We'll need to schedule a technician visit to assess and fix this.
'Assess and fix' uses infinitives after 'to' for purpose. It's a common way to explain next steps in service calls, helping customers understand the process clearly.
Once that's sorted, we can talk about upgrading the plan?
This uses 'once' for condition (after something is done) and rising intonation for a question. It's useful for linking fixes to future actions, like plan changes, in ongoing discussions.
Would you prefer a callback?
This polite question with 'would you prefer' offers choices. It's great for ending calls professionally, giving customers control over follow-up in service interactions.