Académique Documents
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Everyday Dialogues
Dialogue Reading
Read the dialogue with your partner a few times. Take turns
being each character. Practice your intonation and pronunciation.
Write down any new words or phrases in your notebook.
Customer Service
Representative:
Customer:
CSR:
May I ask your reason for canceling? Is this about a change of residence?
Customer:
No. I just dont use my home phone service anymore. I mainly use my cell.
CSR:
Customer:
No, I have Internet at work. I just use it for long distance...which I can do on my cell.
CSR:
Well, we do have a package that may be of interest to you. TeleTalk has a special
deal on
Customer:
CSR:
Thats no problem. You understand that there will be a $50 penalty for canceling
your contract, right?
Customer:
CSR:
We will happily wave the penalty if youre interested in keeping your home phone
for the next three months.
Customer:
No, Im not interested. Im afraid you wont be able to talk me into any promotions
today.
CSR:
No problem. Ill just need to transfer your call to a different department. Please have
your four-digit access code ready.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
Practice
Work with your partner. Role-play the dialogue,
substituting the different expressions below. Then reverse roles.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
Phone
TV/Internet
Government
stolen passport
Practice: Work with your partner to practice starting conversations between a CSR and a
customer. Use the concerns and inquiries in the chart.
Example:
CSR (bank): How can I be of service today?
Customer: Id like to open a retirement
savings account.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
Dialogue Building
Complete the dialogue below with appropriate expressions.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
Bank
Phone
TV/Internet
Government
money missing
from savings
address change
stolen passport
apply for a
mortgage
address change
want a different
phone #
canceling service
canceling service
canceling service
retirement savings
question
monthly fee
question
address change
unemployment benefits
balance inquiry
immigration question
After students have filled out chart, encourage them to practice asking questions related to the inquiry/problem.
Dialogue Building
These are suggestions. Your students may choose other words that fit.
CSR: Main Branch West. How can I help you?
Customer: Hello. Im a Main Branch customer. Id like to close my account.
CSR: You want to close it. Okay. Is this about an address change? We can transfer your account to a
new branch.
Customer: No, Im not moving. Im switching banks.
CSR: No problem. May I ask your reason for switching banks?
Customer: Im just tired of all of the monthly fees at this bank.
CSR: I understand/see. Perhaps I can interest you in our no-fee savings account.
Customer: Thanks, but Im not interested in any promotions/deals/specials at this time.
CSR: No problem. Ill just need to set you up with an appointment. Please hold/wait while I transfer you/
put you through to another department.
Customer: Cant I just close my account over the phone?
CSR: Im afraid not. Closing an account requires a signature. You will need to come into the branch.
Customer: Great. (sarcastic)
CSR: Please have your security code/password/PIN ready. The next CSR will need to verify your
identification.
!
!
!
Spelling Note: The text and tasks show the American spelling of the words Center and Canceling. Most other Englishspeaking countries spell these words this way: Centre and Cancelling. Make it a challenge for your students to find these
words in the lesson and see if they know the alternate spellings.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.
Copyright 2012, Red River Press Inc. For use by members of ESL-library.com in accordance with membership terms.