How to Speak to a Customer Service Representative

At some point, most of us make a telephone call to a company's customer service department. Whether it's to place an order or a complaint, dispute a charge, or ask a question, it's important to know how to communicate with customer service representatives.

In this intermediate-level role-play dialogue, you will get a better understanding of how to interact with a customer service representative. Customer service calls usually follow a standard procedure. The representative will often ask for information such as your address and phone number. After practicing this role-play, you should be able to conduct these types of phone calls with what you've learned. Grab a partner and start practicing.

Customer Service Representative: Hello, Big City Electricity, how may I help you today?

Mr. Peters: I'm calling concerning my electricity bill.

Customer Service Representative: May I have your account number?

Mr. Peters: Certainly, it's 4392107.

Customer Service Representative: Thank you, is this Mr. Peters?

Mr. Peters: Yes, this is Mr. Peters.

Customer Service Representative: Thank you, what can I help you with?

Mr. Peters: I think I've been overcharged for the past month.

Customer Service Representative: I'm sorry to hear that. Why do you think we charged you too much?

Mr. Peters: The bill is 300% higher than last month.

Customer Service Representative: I'm sorry to hear that. Let me ask you a few questions and then I'll see what I can do.

Mr. Peters: OK, Thank you for your help.

Customer Service Representative: Of course, thank you for calling this to our attention. Now, how much do you usually pay for your electricity?

Mr. Peters: I usually pay about $50 a month.​

Customer Service Representative: Thank you. And how much did we charge on this bill?​

Mr. Peters: $150. I can't understand why.​

Customer Service Representative: Yes, Mr. Peters. Was your usage different in any way?​

Mr. Peters: No, it was an average month.​

Customer Service Representative: I'm sorry. There certainly seems to be a mistake.​

Mr. Peters: Well, I'm happy you agree with me.​

Customer Service Representative: I'll contact a service representative to come out and check your meter. What's your address, Mr. Peters?​

Mr. Peters: 223 Flanders St., Tacoma, Washington 94998​

Customer Service Representative: What's your phone number?​

Mr. Peters: 408-533-0875​

Customer Service Representative: I'm terribly sorry about the misunderstanding. We'll do our best to change this as quickly as possible.

Mr. Peters: Thank you for your help in clearing this up.

Customer Service Representative: Of course. Is there anything else that I can help you with today?

Mr. Peters: No, thank you. That would be all.

Customer Service Representative: Okay. Thanks for calling, Mr. Peters, and I hope you have a good day.

Mr. Peters: You too! Goodbye.