Stories for English Learners

How to help your customers using instant messaging

Learn English with this Audio-story and test your knowledge with the English exercises at the end of it.

Juan Carlos Martinez
July 14, 2022
HOSPITALIDAD
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Questions to start the class

What do you use to communicate with your friends: email, phone, text messaging?
What method do you use to communicate with a business?
What are the pros to each kind of communication?
What are the cons to each kind of communication?
Which is your favorite method? Why?

Exercise A

Vocabulary for the audios

Audio

Difficulty: Intermediate (B1)

Audio

Transcription

Lee: River Education Books, can I be of service?

Customer: I am trying to place my order online, but I’m not sure how to do that.

Lee: I’ll walk you through the process.

Customer: Great. What do I do first?

Lee: Click on the button that reads “Order Form.”

Customer: Okay. The form popped up.

Lee: Then we’re on the right track. Fill in the fields that are highlighted in yellow, including your credit card information.

Customer: Okay…done.

Lee: Now click the “Enter” key.

Customer: When I did that, an address form popped up.

Lee: Fill in those fields and then click the “Enter” key.

Customer: I did that, but the address is still there.

Lee: Sometimes it takes a minute. Try clicking again now.

Customer: It worked!

Lee: Great. The last step is to click on the “Submit Order” button you should see at the bottom of the screen.

Customer: I see it…it worked! I got a message that says my order has been submitted.

Lee: Your order will be sent soon. An electronic receipt will be sent to your email address.

Customer: Thank you!

Lee: You’re welcome. Is there anything else I can help you with?

Customer: No. That will be all. Thank you again. Bye.

Lee: Goodbye.

Exercise B

Why did the customer contact the online customer service support at River Education Books?
Which fields did the customer have to fill out?
What was the last step in filling out the order?
What will be sent to the customer’s email address after the order is processed?

Exercise C

Think of a process you follow every day, such as making a sandwich, getting dressed, brushing your teeth, buying something, etc. Write the steps to complete that process without writing what you’re describing.