In this video, Vanessa shares her experience of calling customer support and explains common phrases and expressions used in customer support. She also provides tips on how to explain the problem clearly and test out possible solutions before calling customer support.
In this video, Vanessa shares her experience of calling customer support and explains common phrases and expressions used in customer support. She also provides tips on how to explain the problem clearly and test out possible solutions before calling customer support. She takes the viewers on her journey of troubleshooting the problem with her photo scanner, while explaining the expressions that the support guy and she use. The video is aimed at helping viewers feel confident in calling customer support and also helps those who work at customer support centers.
Vanessa: Hi, I'm Vanessa from SpeakEnglishWithVanessa.com.
Have you ever had to call customer support and hated it? Let's talk about it.
This past Christmas, I bought my mom this photo scanner for Christmas. She could save
all of our old childhood photographs, but there is a problem. It makes a really strange
sound. I've been delaying calling customer support for so many months. I feel so bad that I've put it
off for so long, but I have decided to take you on the journey with me. I want to help you feel
confident calling customer support, or maybe you work at a customer support center
and you need to have the right expressions and the right phrases to do your job accurately and well.
So today, I want to help you call customer support in English.
You are going to be listening to me call customer support for this photo scanner, and I will be
explaining some common expressions that you hear the support guy say. And that hear me say. I hope
you can feel empowered to use these expressions yourself. And like always, I have created a free
PDF worksheet with all of today's expressions, phrases, ideas, and tips so that you never
forget what you've learned. You can click on the link in the description to the free PDF
worksheet for today's lesson. Plus at the end of the worksheet, you can answer Vanessa's challenge
question. Make sure that you click on the link and download it today, and let's get started.
When I call customer support, I'm going to attempt to quickly describe the problem that I'm having,
which is the scanner is making a strange noise. And then the customer support person is going to
help me figure out what the problem is. This is called troubleshooting, troubleshooting.
So we might say, "Hey, let me help you troubleshoot." Or, "Let's trouble shoot a few
things." So they might not know exactly what the problem is immediately, but they could say let's
troubleshoot a few things. We're going to try this, then we'll try this. Then we'll try this.
Overall, we're trying to come up with the answer, the solution, let's troubleshoot.
Okay. Are you ready to see some troubleshooting? You'll seem me give the support number a call
and we'll just see what happens from there. Let's watch. All right. Let's call and see how long I
have to be on hold. Speaker 2:
Thank you for calling Plustek Technology, the leader in imaging and surveillance solutions.
Your call may be monitored or recorded for training purposes.
If you know your party's extension, please dial it now. For technical support,
please press one. Vanessa:
All right, let's take a quick pause. There are five phrases that I want to talk to you about
in that short clip. Yes. I know five phrases, but a lot happens at the
beginning of this conversation. First, I used a wonderful expression, to be on
hold. To be on hold. I'm not holding something, it just means I'm waiting.
So if you work in customer support, this is a great phrase you can use. You might be super busy,
but you have to pick up the phone. So you might pick up the phone and say, "I'm sorry,
can I put you on hold?" Or, "Excuse me, can I put you on hold please? Can I put you on hold?"
And the other person really doesn't have a choice. They have to say a yes,
but it's just a polite thing to say, "Excuse me, I'm going to put you on hold for just a minute and
I'll be right there." And you can put them on hold. That means they have to wait, but you'll
come back to them. Another common phrase that you will hear when you call customer support is,
"Thank you for calling." The name of the company. "Thank you for calling the computer doctor. Thank
you for calling Microsoft. Thank you for calling." Extremely polite. Before a real person picks up
the phone, while you're still listening to the automated message, you'll probably hear this.
"Your call may be monitored or recorded for training purposes." And this is pretty
self explanatory. Maybe they will use your customer support phone call to help train
other people about how to do customer support well, or maybe how to do it not so well.
In my opinion, this might be just a legal thing, that if they record the phone call, then the
customer can't file a lawsuit or do something like this. This is my gut feeling about it,
but who knows, maybe they're using the phone call just like we are using the phone call for training
purposes. Another common phrase in customer support in the automated message is, "If you
know your party's extension, please dial it now." Your party's extension. Are you going to a party?
I never knew that calling customer support was like a party. No, unfortunately it's not like a
party. That just means the people you're trying to reach. Sometimes when we use the word party,
we're talking about a group of people. There's a party of people here, a party of people here.
You often hear this in restaurants. They might say, "Smith, party of four. When your table is
ready." If your last name is Smith, they might say, "Smith party of four." And if you're waiting
outside the restaurant, you'll say, "Oh, Smith, that's my name. Four there's four of us.
They're talking about our party. Our group of people. If you don't know your party's extension,
listen for the options that the automated message gives you. Sometimes this can be quite frustrating
because you think one of them is for you and then you listen for others and then you forget that
number and you have to listen to it all over again. These things can be quite frustrating,
but thankfully, the support number that I called was very straightforward. They said for technical
support, please press one. Oh, I needed technical support, that's great. That must be the majority
of people who call them. They need technical support, but you could hear other things like,
"For sales, please press two." Sometimes you also hear a language
option given, "For English, please press one. For Spanish, please press two." You might be
given some language options as well. All right, let's go on to the next set of my support call
and see what happens. Customer Support:
Thank you for calling Plustek Support how can I help you?
Vanessa: Hi, I'm calling about a device that I bought
back in November and I bought it as a Christmas present. So, the person I bought it for just
started to use it now and it's making a strange noise. So I thought I'd call to see if you guys
had any tips about what I should do. You just heard me attempting to summarize my problem
in just a few sentences. I felt a little bit nervous and yeah, I've been delaying this call
for a while, so I wasn't sure what they were going to say, but I did it, and I'm helping
you at the same time. Win-win. All right. At the beginning of this, you heard the support guy say,
"How can I help you?" What a beautiful question. First of all, he picked up the phone so quickly.
That's amazing. I was expecting to be on hold for a while, and then he said, "How can I help you?"
This is so polite. So if you work for customer support, please use this phrase, "Thank you for
calling Plustek Support. How can I help you?" So lovely. For me, I got right to the point. I said,
"I'm calling about." Blank. I tried to give a quick summary of what happened. I kind of went a
little bit around about, but when you want to tell customer support about a problem that you have,
be direct, I'm calling about a problem with my phone. I'm calling about a problem with
the printer, it's making a strange sound, great. Straightforward, to the problem, and it can help
you to troubleshoot faster. Okay, let's go on to the next section and listen into our conversation.
Customer Support: Oh, what kind of scanner is it?
Vanessa: It's the photo scanner. It's the Plustek
photo scanner Z300, I think is the name. Customer Support:
Okay. Did you already download the driver? Is ePhoto already installed on the computer?
Vanessa: Yes. So I've already scanned a couple pictures and
tried to test out a couple things. I looked at the Amazon reviews videos to see if the videos
that other people showed had the same sound, and I didn't hear it in those videos. So that's why I'm
calling you guys eyes. You heard the customer support ask me some basic questions.
"What kind of scanner do you have? Have you already downloaded the drivers?"
These types of basic questions. I used a great phrasal verb that I want to introduce to you.
This is the phrasal verb that I used. To test out. I said, "I already scanned a couple pictures
and tried to test out a couple things." So I didn't want to just call customer
support right away. In fact, I waited a little too long I think, but I tried to look at the reviews,
see if other people had tips, see if this is a common thing that happens. Maybe it's not
even a problem, it's just in an annoying sound. I tried to test out various things
before calling customer support, and he could have used this phrasal verb too. He could have said,
"All right, there's a couple things that I want to test out. All right, here are some
things that we should test out while we're still on the phone." And it's a simple way of saying,
let's try these things. Okay, let's go to the next section of my call, and learn some new phrases.
Customer Support: Just to confirm,
are you using a 24 volt power adapter? Vanessa:
I believe so. That's what it came with. Customer Support:
Let's double check. You can unplug it from the wall and check next to
Okay. Let's see. It says output 24 volt. Yes. Customer Support:
That should be the correct one. Vanessa:
Okay. In this section you heard three phrases. The first one is, just to confirm, and this is
often used when you assume something but you're not completely sure.
So at the beginning of our conversation, he used this to make sure that we were on the same page.
Let's say that you call customer support about your computer. The first thing they might say is,
"Just to confirm, is your computer plugged into a power source?" Well, this is essential. If
your computer is plugged in, then everyone can get started. Or you could use this if you're at work,
and you're not sure when your business meeting is. Maybe you think it's at two o'clock, but you're
not sure, you might ask your coworker just to confirm, our meeting's at two o'clock
right? This is a great phrase to check, to make sure that you're on the same page.
And when he asked me, are you using a 24 volt power adapter? Well, I wasn't exactly sure, but I
imagined that I probably was using the right cord because I used what came in the box. So I said,
"I believe so." This is a great phrase to use when you're pretty certain,
but you're not completely sure. So if there's a little bit of doubt, you can say, "I believe so."
And then I checked and yes, this was the right type of adapter, but he just wanted to make
sure. So he could have just said, "Well, look on the adapter and see what it says." But you know
what? That's a little direct, instead he said, "Let's double check." Let's double check. This
is very polite. It's not assuming that I'm dumb or that I just put any old cord in the wall. No,
he's just saying, "Let's double check. Let's do this together." It felt very affirming that I've
tried, that I'm trying to do my best and he's here to help me. Let's double check. Let's go through
it together. Let's double check. Beautiful phrase. All right, let's go to the next section. I want
you to listen for the first phrase that he uses in this section, and then we're going to be doing
some troubleshooting, but we're going to go back and focus on that first phrase that you are about
to hear. Let's listen. Customer Support:
Let's go ahead and hear it. Try putting in a photo.
Vanessa: Okay. All right. I just put a photo over there.
Okay. That was it. Customer Support:
It does sound a bit unusual. Are you scanning at 300 or
600 DPI? Vanessa:
I first started at 300 and then I did 600 to see if that made it any different and it was the same.
Customer Support: Okay. Did you install the software via
the disc or the software online? Vanessa:
I did the software online. At the beginning of this section, you heard him say,
"Let's go ahead." Let's go ahead and hear that strange sound you're talking about. Let's go
ahead and hear it. Try to put it in a photo. Well, we often use this phrase, let's go ahead
and ... when you are troubleshooting and trying to solve and figure out a solution. So we might
present multiple ideas, multiple solutions. We're not sure which one is going to work, but you can
present them with this phrase. Let's go ahead and try this first, let's go ahead and do this next.
Let's go ahead and try these things and see what works. This is a great polite phrase to use. Okay.
Let's go on to our next section. Listen carefully. Customer Support:
That should be correct. I'd like to try to give you a different version. If it still makes
those noises, then it's most likely a physical error and it's still covered under warranty.
Vanessa: Oh, okay. That's great. I wasn't sure because
I bought it back in November. What that would be. Customer Support:
Oh, no worries. It should be a year. Vanessa:
Oh, okay. Customer Support:
Let me get your email and I can send you a different version
to try. Vanessa:
In this section, you heard three useful phrases. The first one is, "I'd like to try." "I'd like to
try and give you a different version." This is one of the possible solutions that he's offering. He
doesn't know if this is going to be the one that solves the problem, but it's one of the options.
I'd like to try this and then we can try this. I'd like to try this. I'd like to try that. The next
phrase is a two part phrase, because maybe your first solution, isn't the one that works. So you
want to give another idea. You might say, if it still makes a strange noise, then it's most likely
a physical error. So here the two parts are, if it's still the problem, then it's most likely.
And then that's kind of your final last conclusion, the thing that well,
maybe causes the most hassle, which means I need to return the entire device to the company,
and that's a hassle, but that's the final option. So we have this wonderful two part phrase. Let's
take a look at a sample where you could use this. If your computer still won't turn on,
then it's most likely a hard drive error and you'll have to bring it in for repairs. I'm sorry,
but the last phrase is good news. It is covered under warranty. Yes.
So this means that you can return it for free. You might need to pay for shipping, but overall,
you don't need to pay for a new divide. This is huge. Especially when you purchase
something online, you don't always know what the warranty policy is, especially with electronics,
but he said it's covered under warranty. Beautiful. So you can ask this too.
Do you know if it's still covered under warranty? How long is the warranty for this scanner?
This is a great question to ask because you want to know, am I going to have to pay some
big bucks to get this back to the company and then to get another one? What is the warranty?
It's important to know. All right, let's go on to the final section where you're going to learn
the two final phrases that are useful from today's call center call, let's listen.
Customer Support: You're on the Windows machine, right?
Vanessa: Yes. That's right.
Customer Support: Great. I'm going to send you a
different version. If it's still encountering the same issue, just call me back or you can email me
and we'll get started on the RMA process. Vanessa:
Okay. Thank you so much. I'm really glad to hear that there's still a warranty just in
case it doesn't work out, I felt bad it took us so long to call you guys.
Customer Support: Oh, no problem, happy to help.
We'll get it straightened out. Vanessa:
Okay. Thanks so much. I'll look for that email. Customer Support:
Great. Thank you so much. Vanessa:
Thanks. Bye. In this final section, we're going to talk about three phrases. The first one is,
in case it doesn't work out. This phrasal verb to work out means to find the solution,
to find the answer to the problem. So he's suggesting that I download a new driver
and I said, "Okay, I'll try that." But in case it doesn't work out, I can always use the warranty. I
can return it to the company and get a new one for free. I was really worried about that, but I used
this great phrase in case that doesn't work out, I can use the warranty. Great. Just like every great
call center employee should say, or just a nice person. He said, "Oh no problem. Happy to help."
Whenever you help someone, maybe you make an English lesson for them, you can tell them,
"I'm happy to help you." Or if your friend is moving and you come and help them to pack up
some boxes and they say, "Thank you so much for helping me." You could say, "I'm happy to help."
You're not just doing it because you have a duty. You feel obligated. No, you are happy to help.
How kind, what a beautiful phrase. And the final phrase that I want to share with you today is,
we'll get it straightened out. We'll get it straightened out. We can imagine a tangled mess
of yarn, of string. Oh, it's just so messed up. Oh, but when you straighten it out, all of a
sudden it's easy to use again. Whoa, this is what he is offering to me. Don't worry, we'll get it
straightened out. Especially because my problem was not completely solved in just this one phone
call. I still need to download the drivers and make sure that it's working fine. So he said,
"We'll get it straightened out." This has the feeling of taking care of me. You're taking
care of the customer, even though we didn't solve it right now, you go download the driver, give it
your best bet, and don't worry, we will be here to support you. We'll get it straightened out.
The confidence, no matter what, we will find a solution. We'll get it straightened out, I'll be
here for you. It's very assuring. What a great thing for a customer support center guy to say.
I think it's pretty fair to say that this guy has excellent customer service skills.
Let's try to break down exactly what he did really well, so that if you work for customer support,
you can do that as well. Let's take a look at these four things that he did. Number one,
he responded quickly. He picked up the phone immediately. I wasn't even on hold for long at
all. Now I know this is sometimes not your fault. You have a lot of phone calls to get to,
and there's a lot of things going on. But even if you have to have a customer on hold,
you can still say something very kind like, "Excuse me, can you please go on hold for a
moment? I'll be right with you." Very polite, very clear, lovely. Because number two, is be
polite and friendly. Yes, it's your job. Yes the customer is probably complaining about something,
but you can still be polite and friendly, using all of the phrases from today's lesson,
you can arm yourself with polite words to say. Tip number three is to try to figure out the problem.
Now this is not talking about the solution, this is the problem. It's important to understand the
problem that your customer is having. And a good way to do this is to repeat it back, "Oh,
the machine is making a really loud sound. Oh your computer isn't turning on after it was doing." So
you are repeating the problem back. You're trying to figure out exactly what the problem is that the
customer is sharing with you. Number four of course is to try to find a helpful solution,
a helpful solution. Sometimes you can find a helpful solution quickly, sometimes you need
to follow up in an email later, but you can always use that phrase and say, "We'll get it
straightened out. Don't worry, I'm here to help." All right. I hope you enjoy today's lesson and it
was useful to you. The next time you have to call customer support or you work for customer support,
I hope it was useful to you. Don't forget to download today's free PDF worksheet. There
is a link in the description. Don't forget any of today's phrases, ideas,
sample sentences. And you can answer Vanessa's challenge question at the bottom of the worksheet.
There's a link in the description so you can download it today. Now I have a question for
you. Do you like to call customer support? Maybe you're one of those rare people that enjoys it.
Let me know in the comments. I hope today's lesson was useful to you and I will see you again
next Friday for a new lesson here on my YouTube channel. Bye. The next step is to download
the free PDF worksheet for this lesson. With this free PDF, you will master today's lesson
and never forget what you have learned. You can be a confident English speaker. Don't
forget to subscribe to my YouTube channel for a free English lesson every Friday. Bye.
Have you ever had to call customer support but felt hesitant or unsure about how to do it in English? In this video, Vanessa from SpeakEnglishWithVanessa.com takes you on a journey as she calls customer support for a photo scanner. Throughout the video, she explains common expressions and phrases used by the customer support person and herself.
One of the key phrases discussed in the video is "troubleshooting". This refers to the process of trying different solutions to fix a problem. When calling customer support, they may suggest troubleshooting steps to help identify the issue and find a solution.
Vanessa introduces several phrases to use when calling customer support, including: "Thank you for calling", "Can I put you on hold?", "How can I help you?", "I'm calling about..." and "I already tested out a few things". These phrases can help you communicate your problem effectively to the customer support person.
When describing your problem, it's important to be direct and to the point. The customer support person may ask basic questions about the product and its installation to help diagnose the problem, so it's important to have that information ready.
Calling customer support can be intimidating, especially if English is not your first language. But with the right expressions and phrases, you can feel more confident and communicate effectively with the customer support person. So, next time you need to call customer support, remember to be direct, use the right phrases, and troubleshoot the problem until you find a solution.
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