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
- 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
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.
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