00:00:04hi hi now you’re wondering why am I
00:00:14wearing a suit and tie today is it
00:00:16because you go into a funeral notice
00:00:18there’s a formal lesson the student is
00:00:20formal but you’re wearing a black tie
00:00:23black ties formal for a funeral
00:00:34ah reports reports a man’s done finished
00:00:40send hi why am i wearing a suit and tie
00:00:46today Tom’s right because today is a
00:00:51formal English lesson
00:00:52now speak English on the phone is much
00:00:55more difficult than face to face you
00:00:56can’t see the person’s face you can’t
00:00:58see their lips you can’t use body
00:01:01language sometimes you can’t hear what
00:01:04they’re saying because words are not
00:01:06normal so here’s some common expressions
00:01:13people using customer service situations
00:01:28good afternoon proper teach me this is
00:01:30Claire how can I help
00:01:31ah Buju I am looking for information
00:01:36about English classes there with me I’ll
00:01:42see if mr. Williams or mr. Turner are
00:01:44available please hold
00:01:54okay Susan hello hello I am waiting to
00:02:06be put through to mr. Williams or mr
00:02:10Turner please hold
00:02:12oui I am holding now imagine you’re an
00:02:25employee working in customer services
00:02:32good morning superhero clothing this is
00:02:35John speaking how can I help
00:02:37imagine you’re a customer and you’ve
00:02:39bought something from the company but
00:02:41there’s a problem
00:02:42hi I’m calling regarding an item I’ve
00:02:45ordered from you you’re going to watch a
00:02:47typical conversation in a customer
00:02:49service environment remember we using
00:02:53okay can I just take the order number
00:02:56please is that the same as the reference
00:02:58yes it is it’s 69 okie dokie this is the
00:03:04order for red pants yes okay and what
00:03:10seems to be the problem sir they’re the
00:03:14wrong color they’re ripped and they’ve
00:03:18got a hole in them
00:03:24they’re far too big they’ve got a stain
00:03:27in them oh I am sorry to hear that we’ll
00:03:32send a replacement pair straight away
00:03:34that’s great I really appreciate your
00:03:36help you’re welcome sir and is there
00:03:39anything else I can help you with today
00:03:41no that’s everything thank you okay well
00:03:44thanks very much for shopping at
00:03:45superhero clothing
00:03:46good bye sir goodbye
00:04:12mr. Williams mr. Tom I’m gonna shoot off
00:04:16now
00:04:16did either of you speak to the French
00:04:18guy yeah it’s always gonna do it in a
00:04:29minute okay
00:04:48share this with your friends
00:05:16you
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