Thank you for calling Mr. Smith, My name is Alex.
→ Gracias por llamar Mr. Smith, me llamo Alex.
How can I help you? → ¿Cómo puedo ayudarle?
What can I help you today? → ¿Cómo le puedo ayudar hoy?
Thank you for calling to …, my name is Sarah. How can I help you? → Gracias por llamar a .. mi
nombre es Sarah. ¿Cómo puedo ayudarle?
Will you hold for a moment while I check on that? Please stay in line → ¿Puede esperar un
momento mientras lo reviso? Por favor manténgase en línea.
I’ll check and be right back. → Revisaré y vuelvo.
Cuando regreses no olvides darle las gracias por esperarte
Thanks for waiting Mr. Smith. → Gracias por su espera Sr. Smith
I’m sorry but I didn’t understand you exactly. → Lo siento, pero no le entendí exactamente.
Could you repeat that, please? → ¿Puede repetir, por favor?
Could we go over that once more? → ¿Podemos repasar esto?
I will be more than happy to assist you. → Estaré más que feliz de ayudarle.
I absolutely understand your situation → Puedo entender perfectamente su situación
What can I do for you right now is → Lo que puedo hacer por usted ahora mismo es
I assure I will try my best → Le aseguro que haré lo mejor que pueda.
I can certainly help you → Desde luego que puedo ayudarte
I would suggest.. → Le sugiero que..
I recommend.. → Le recomiendo que..
To avoid a similar inconvenience in future I request you to… → Par evitar inconvenientes similares
en el futuro, le recomiendo.
“What can I help you with today?” En español: ¿Cómo puedo ayudarte el día de hoy?
“I can certainly help you”. En español: Desde luego que puedo ayudarte.
Hi my name is Anna. How can I help you - Hola mi nombre es Anna. ¿En qué puedo ayudarle?
Good morning thank you for calling to XXX. How can I help you? - Buenos días, gracias por llamar a XXX. ¿En
qué puedo ayudarle?
Thank you for calling. My name is John. How can I help you? - Gracias por llamar. Mi nombre es John. ¿En
qué puedo ayudarle?
What can I help you with today? - ¿Cómo puedo ayudarte el día de hoy?
o May I help you with that? - ¿Le puedo ayudar con eso?
o Will you hold for a moment while I check on that? Please stay in line - ¿Puede esperar un momento
mientras lo reviso? Por favor manténgase en línea.
o I’ll check and be right back - Lo reviso y vuelvo.
o Thanks for waiting - Gracias por esperar
o I will be more than happy to assist you - Estaré más que feliz de ayudarle.
o I would suggest/I recommend…- Le sugiero/recomiendo...
o I’m sorry but I didn’t understand you exactly - Lo siento, pero no le entendí exactamente.
o
Empresa: Thank you for calling XXX company, my name is John. Who am I Speaking with?
Cliente: My name is Anna
Empresa: Thank you Anna, tell me how can I help you?
Cliente: I have a problem and I hope you can help me!
Empresa: I will be more than happy to assist you
Cliente: Now let me tell you what is happening. I got my bill and I´m trying to figure out why have to pay 100$
for Internet and telephone services... if I am usually paying 50$. Can you explain me that?
Empresa: In order to help you with this inconvenience, might have your account number
Cliente: Yes, it is XXX XX XX XX
Empresa: Will you hold for a moment while I check on that? Please stay in line
Empresa: Perfect Anna. Any other question you miht have?
Cliente: No, that it all.
Empresa: Thank you for calling XXX company. Have a good day.
Cliente: Of course
Empresa: Thank you for waiting Anna, I already checked the bill you have and I was able to see all the
charges. You didn´t have enought founds in you credit card last month and the bill was rejected so what you
see on this bill is the current payment for 50$ plus the 50$ from last month
Cliente: oooh okay. I understand what happend. Sorry
Empresa: Perfect Anna. Any other question you miht have?
Cliente: No, that it all.
Empresa: Thank you for calling XXX company. Have a good day.
Shop-assistant: Good morning! Somy customers service, my name is Albert, how can I help you?
Customer: Good morning sir, I purchased a Somy Smart TV from your company last month. Unfortunately I´m
not satisfied with the item I ordered. There has been a misunderstanding with my order.
Shop-assistant: Oh, I do apologize for all the inconvenience madam, could you tell me what the problem is and
I will help you as much as I can.
Customer: Well, the problem is that I ordered a Somy Smart TV but I haven´t received it; Instead of that, I have
a Plasma Screen TV.
Shop-assistant: We are very sorry to hear that, would you mind telling me your order number?
Customer: Yes, of course. My order number is G2832V.
Shop-assistant: I´m sorry, I didn´t hear you. Was that 32B?
Customer: No, it was 32V.
Shop-assistant: And your name is? Could you spell it?
Customer: Yes, my name is Claire Smith, S-M-I-T-H.
Shop-assistant: Ok, thank you. Please, Mrs Smith, give me a moment and I will check what the problem is.
Customer: That´s fine.
Shop-assistant: Ok, let´s see. You ordered a Somy TLR Internet TV the 23rd of January with the fast delivery.
Customer: Yes, that´s absolutely right.
Shop-assistant: Oh dear, I am sorry to say this but I am afraid we are having problems with our computer
system. I see what happened, the system has made a mistake with the shipment of other customer and your
Smart TV has been sent to the wrong place.
Customer: What are you going to do to resolve the problem? You must know that this is the second time that I
have a problem with your company.
Shop-assistant: I see what you meant but we are not able to do anything at the moment, but in a few days your
problem will be solved.
Customer: Excuse me, can I make a point?
Shop-assistant: Of course Mrs. Smith, go ahead.
Customer: The thing is I need it inmediately; when will I have the TV delivered?
Shop-assistant: Well, I have changed the delivery service company and you´ll get your Smart TV by
Monday, that is right for you?
Customer: Have you?
Shop-assistant: Yes, Mrs. Smith. The TV will be at your home as soon as we can.
Customer: It´s great. Thank you for your help.
Shop-assistant: No, thanks to you for choosing Somy.
Customer: Erm… sorry, I don´t know how it is called but does your company have any way of compensation
for this problem?
Shop-assistant: Yes, of course! For all the inconvenience you can keep the other TV you received as a way of
compensation for our mistake.
Customer: Oh, really? That´s fantastic! Thank you very much.
Shop-assistant: You are welcome. It has been a good deal for you, hasn´t it?
Customer: Oh yes, It is great for me! Your company knows how treat the customers.
Shop-assistant: Of course, we are here to help you. Do you need anything else?
Customer: No, that´s all for now.
Shop-assistant: One last thing: could you tell me your mobile phone number so we can be in contact with you
for any problem?
Customer: Ok, my number is 446729123o98
Shop-assistant: Thanks again Mrs. Smith, do not hesitate on calling for any doubt.
Customer: It is ok! Goodbye!
Shop-assistant: Goodbye
