Opening & Verifying
- “Hi, this is [Your Name].”
- “I’m calling about my account ending in 1234.”
- “Could you please verify your full name and address?”
- “May I ask who I’m speaking with?”
Explaining the Issue
- “I was charged twice on January 5th.”
- “My internet has been dropping every hour.”
- “I’d like to cancel/upgrade my plan.”
- “Could you walk me through the steps?”
Model Dialogue (Phone Support)
Agent:
Thanks for calling Pine Internet. This is Jenna. How can I help you today?
You:
Hi Jenna, this is Abel. My internet keeps dropping every hour.
Agent:
Sorry to hear that. Can I verify your address and the last four digits of your account?
You:
Sure, it’s 120 Main Street, and the last four are 1234.
Agent:
Thank you. I’ll run a line test. One moment, please… Okay, I see a signal issue. I can send a
technician tomorrow between 10 a.m. and 12 p.m. Does that work?
You:
Yes, that works. Could you text me the appointment details?
Agent:
Absolutely. You’ll get a confirmation text shortly. Is there anything else I can help with?
You:
No, that’s all. Thanks for your help!
Audio coming when backend is ready.
Pronunciation Tips
Phone Number Rhythm
Group digits: (555) 123-4567 → “five-five-five, one-two-three, forty-five sixty-seven”.
Spelling Names
Say: “That’s A as in Apple, B as in Boy”. Use common NATO-style words.
Polite Intonation
Use rising tone for requests: “Could you repeat that?” keeps it friendly.
Useful Phone Tools
- “Could you speak a little slower, please?”
- “Would you mind repeating that?”
- “Can I be transferred to billing/technical support?”
- “Is there a case or ticket number?”
Clear Closings
- “So to confirm: technician tomorrow between 10 and 12.”
- “I’ll receive a text confirmation.”
- “Thanks for your help today.”
- “Have a great day!”
Micro-Practice
- Practice spelling your name and address slowly and clearly.
- Role-play asking for a refund for a double charge: explain date, amount, and last four digits.
- Close the call by confirming next steps and asking for a ticket number.