Role play: Salving problems

Customer: Hello, I'm very angry because yesterday I ordered a netbook but i have a big problem, the display doesn't work. This is the second time when it happens.


Tech support:I'm very sorry, today we will send a technical person to your house to solve the problem and if he cant solve it we will send another one and we can add a discount. Give me your telephone number or your address.


Customer:I live in 30 Greenpark Chicago Illinois and my telephone number is 0151226310. How much time i need to wait?


Tech support: The technician will arrive in 2-3 hours, just be patient please.


Customer:Ok thank you very much for your help


Tech support: Have a nice day goodbye.

CUSTOMER COMPLAINTS

USEFUL LANGUAGE

TALKING A CALL                                Parlar una trucada

(name) speaking.                                      (nom) parlant.
How can/ may I help you?                        Com puc ajudar-te?

ASKING TO WAIT                             Dir que es esperi
Hold the line, please                                 Manteniu la línia, si us plau
Just a moment, please                               Un moment, si us plau

ASKING FOR PERSONAL DETAILS    PETICIÓ DE DADES PERSONALS
Can I have your name?                             Puc saver el teu nom
Can I have your address?                         Puc saber la teva adressa

ASKING FOR INFORMATION            PETICIÓ D'INFORMACIÓ     
What seems to be the problem                  Quin tipus de problema tens

COMPLAINING                                 Queixa
I'm afraid it doesn't work properly.         Estic preocupat de que no funcioni aviat
I guess the product is faulty.                    Suposo que el producte és defectuós.
I'd like to change/ return the item.          M'agradaria canviar / tornar l'element.
I'd like to have a refund                           M'agradaria tenir un reemborsament

APOLOGIZING                                 demanant disculpes
I'm sorry to hear that                               Em sap greu sentir això
Sorry, but that's our return policy    Ho sentim, però aquesta és la nostra política   de devolució
Thank you for being so patient                Gràcies per ser tan pacients