Troubleshooting over the Phone: Router Reset
The customer support representative guides the customer through basic troubleshooting steps, such as power cycling their modem and router, and checking cable connections.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
troubleshooting
The process of finding and fixing problems, especially with technology like computers or internet. Use it when describing steps to solve technical issues.
modem
A device that connects your home to the internet service provider. It's like a gateway for internet access.
router
A device that shares the internet connection with multiple devices in your home, like phones and computers.
unplug
To pull out a plug from an electrical socket to disconnect power. Commonly used in instructions for resetting devices.
stabilize
To become steady or fixed in place, often used for lights or signals that stop blinking and stay on.
power cable
The cord or wire that connects a device to electricity. It's essential for powering up modems and routers.
Key Sentences
Important phrases to remember and practice
Thank you for calling Technical Support. My name is Lisa. How may I help you today?
This is a polite greeting used by customer service reps to start a call. 'How may I help you' is formal and shows willingness to assist. Use it in professional phone conversations.
My internet isn't working at all.
A simple way to report a problem. 'Isn't working' uses the present continuous for ongoing issues. Useful when describing tech failures to support teams.
Let's try some basic troubleshooting.
Suggests starting with simple fixes. 'Let's try' invites collaboration. Great for guiding someone through problem-solving steps politely.
Can you please locate your modem and router for me?
A polite request for action. 'Can you please' softens the command. Use in instructions to ask someone to find or identify objects during help calls.
Please unplug the power cable from both your modem and your router.
Clear imperative instruction. Uses 'please' for politeness. Common in tech support for resetting devices; follow with wait times for safety.
Wait for all the lights on the modem to come on and stabilize.
Describes a waiting step in troubleshooting. 'Come on' means turn on; 'stabilize' means become steady. Essential for explaining device boot-up processes.
You're very welcome! I'm glad we could get that resolved for you.
A warm response to thanks. 'You're welcome' is standard; 'resolved' means fixed. Use at the end of successful help interactions to show satisfaction.