ESL Roleplay: Disputing an Electricity Bill

Paul Bradbury/Getty Images

In this intermediate level roleplay dialogue you will get a better understanding of how to interact with a customer service representative. 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. Smith.

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: ... and 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.

Check your understanding with this multiple choice comprehension quiz and more.