CEFR B1–B2 • Services English
Handling a Customer Complaint Call: ESL Listening Dialogue (B1–B2)
A B1–B2 English listening dialogue. An angry customer calls about a broken internet connection, and the agent calms him and offers compensation. Use it for listening practice, role play or homework, and generate the audio in a US, UK or Australian accent.
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Dialogue Script (2 speakers)
Agent: Thank you for calling FastNet. My name is Olivia. How can I help?
Customer: Hi. My internet has been down for three days, and I've already called twice. Nobody has fixed it.
Agent: I'm really sorry about that. That must be very frustrating.
Customer: It is. I work from home, so I can't do my job.
Agent: I understand. Let me look at your account. Can I have your postcode?
Customer: It's M14 6TR.
Agent: Thank you. <short pause> I can see the two earlier calls. It looks like there's a fault on the line outside your house, not in your router.
Customer: So why hasn't anyone come?
Agent: You're right to ask. The request wasn't escalated, and I apologise for that. I'm booking an engineer for you now.
Customer: When?
Agent: The earliest is tomorrow morning, between eight and twelve.
Customer: Okay. And what about the days I couldn't work?
Agent: I'll add compensation of five pounds for every day without service, and I can send you a free mobile data SIM until it's fixed.
Customer: That would help. Thank you.
Agent: You're welcome. I'll text you the engineer details now. Is there anything else I can help with?
Customer: No, that's all. Thanks, Olivia.
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Key Vocabulary
to apologise
To say sorry.
outage
A time when a service is not working.
to escalate
To pass a problem to a higher level.
compensation
Something you get because you had a problem or loss.
engineer
A technician who fixes equipment.
Comprehension Questions
- How long has the internet been down?
- Why is the problem serious for the customer?
- What does the agent arrange?
- What compensation does the customer get?
Tip: after you generate the audio, open its Lesson view for a printable transcript, vocabulary list and quiz with answers.
How to Use It in Class
- Before listening: pre-teach the key vocabulary and ask students to predict what happens.
- First listen: students answer the comprehension questions without the script.
- Second listen: give out the script and have students underline useful phrases.
- Speaking: pairs role-play the dialogue, then change one detail and improvise.
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