In this lesson, a model conversation based on taking a customer item return is used to help call center operators and customer service representatives practice telephone skills with customers. Viewers can role play the conversation to help improve their English language and customer service speaking skills. This lesson will help anyone looking to sound more polite and professional in the workplace.

Additionally, it is an excellent English language training resource for people looking to work in the English call center business, and also for call center businesses, also known as Business Process Outsourcing (BPO) to use for in-house training material. Furthermore, this role play video can be used as an ESL lesson for students to practice placing a telephone order for a product or service.

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Steve
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⏱TimeStamps⏱
0:00 - Call Center agent greets the customer
0:12 - Customer explains why they want to return an item
0:37 - Asking the customer for their order number
0:53 - Let me pull it up on my screen.
1:01: - How to confirm the full name of the customer
1:41 - How to explain item return shipping to the customer
1:55 - Double-check for available stock
2:04 - Explaining to customers when their item is not in stock
2:50 - How to confirm customer's email address

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Transcript
Agent: Thank you for calling Summit Gear. My name is Chris. How may I assist you?

Caller: Hi Chris. I ordered a winter jacket from your website, and when it arrived, it had a big stain on the sleeve.

Agent: Oh, I’m sorry to hear that. Was the package damaged when you received it?

Caller: No, it wasn’t. I noticed the stain after I took it out of the plastic in the box. The packaging was perfectly fine.

Agent: I see. Do you have your order number available?

Caller: Yes, just a second…the order number is 03894-701.

Agent: Thank you. Let me pull it up on my screen. Just a moment, please.

Caller: Thanks.

Agent: Could I confirm your full name, please?

Caller: Yes, it’s Diana Stone.

Agent: Thank you, Ms. Stone. I’m looking at your order. This was for the Women’s Snow-Trek Parka in sage green. Is that correct?

Caller: Yes, that’s it. How long will it take to replace the jacket?

Agent: We can ship it out as soon we receive the returned item. Could I email you a shipping label to print out?

Caller: So, I print out the label and mail it back in the original box?
Do I have to pay for the shipping?

Agent: No, we will credit your account for the shipping. You can use the original box if it is still intact.

Caller: I understand. Then, you’ll send me another jacket?

Agent: Yes, let me just double check we still have that size and color in stock.

Caller: OK, thanks.

Agent: Hello, Ms. Stone. I checked our inventory, and we do have your size. Unfortunately, we only have the jacket in ocean blue or foggy gray.

Caller: Oh, I see. Hmm, I really liked the green color. That’s too bad.

Agent: It was a very popular color this season.

Caller: OK, give me a second….Ah, I’ll go with the ocean blue.

Agent: Alright. Thank you, ma’am. We will send you another Snow-Trek Parka jacket in the ocean blue.

Caller: I’ll send the stained jacket back this afternoon.

Agent: Thank you, Ms. Stone. Also, may I confirm your email address so I can send you the shipping label?

Caller: Yeah, sure. The address is diana.stone99@gmail.com.

Agent: Thank you, Ms. Stone. Let me just repeat that back. It’s
diana.stone99@gmail.com. Is that correct?

Caller: Yes, that’s right.

Agent: Thank you. I will send you the label within the next five minutes.

Caller: That sounds good.

Agent: Is there anything else I can help you with today?

Caller: No, that’ll do it. Sorry, could I have your name again?

Agent: My name is Chris, ma’am. Thank you again for calling Summit Gear.

Caller: Thanks for your help, Chris.

Agent: You’re welcome.

Caller: Goodbye.

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