How to call customer service in English
Hi, I'm calling about a charge on my bill that I don't recognize.
“Hello, I am calling because there is a charge on my bill that I do not know.”
When: The first thing you say when a real agent picks up
The moment
You're on the phone with your cell phone company from your apartment in Queens, trying to sort out a charge you don't recognize on this month's bill. You can't point at anything, so you have to explain everything out loud.
B1 · Unit 3 · Practical adulting
The lines
Lead with your reason
When a person answers, say why you are calling right away. Start with 'I'm calling about' and then the problem. The agent can help you faster.
Hi, I'm calling about a charge on my bill that I don't recognize.
“Hello, I am calling because there is a charge on my bill that I do not know.”
When to use it: The first thing you say when a real agent picks up
What you’ll hear back: Sure, I can help you with that. Can I get the phone number on the account?
Confirm the next step
Before you hang up, repeat the promise back to the agent. Start with 'Just to make sure I've got this right'. Now the agent must say yes or fix it, and you have a clear plan.
Just to make sure I've got this right, someone's going to call me back by Friday?
“I want to check that I understand: someone will call me again before Friday ends?”
When to use it: At the end of the call, before you say goodbye
What you’ll hear back: That's correct. Your ticket number is 4471, in case you need to call back.
Words for this scene
| Word or phrase | Say it | Meaning |
|---|---|---|
| Can I speak to a representative? | kan-ai SPEEK tuh-uh rep-ruh-ZEN-uh-tiv | I want to talk to a real person, not the machine. |
None of these options fit my problem. Can I speak to a representative? The menu choices are wrong for me. I want a real person. Tip: Saying just 'representative' to the robot menu often skips ahead. | ||
| That's B as in boy. | thats BEE az-in BOY | The letter is B, the first letter of the word 'boy'. |
My last name is Vaughan: V as in Victor, A, U, G as in George, H, A, N. I say each letter of my family name, with an easy word for the hard letters. Tip: Any common word works; Americans rarely use the pilot alphabet. | ||
| Sorry, you're breaking up. | SAH-ree, yer BRAY-king UP | I can't hear you well; your voice keeps cutting out. |
Sorry, you're breaking up. Could you say that last part again? Sorry, the sound is bad. Please repeat the last part. Tip: It blames the connection, not the person, so it's always polite. | ||
Your objective
Explain the problem with your bill, give your name, and before you hang up, confirm what happens next and when.
- the problem with the bill
- your name
- what happens next and when
Lines that get it done
- Hi, I'm calling about a charge on my bill that I don't recognize.
- Just to make sure I've got this right, someone's going to call me back by Friday?
In the live scene the objective stays on screen, and the Replay afterwards says whether you got it done.
Check yourself
1. The agent finally picks up. What is the most natural way to start?
- Hi, I'm calling about a charge on my bill that I don't recognize.
- Hi, how are you doing today? Let me tell you about my week.
- Hello, do you have a problem with my bill?
- Hi, I call for the charge that I am not recognizing.
Show the answer
Hi, I'm calling about a charge on my bill that I don't recognize.
'I'm calling about...' gives your reason right away, which is what agents expect.
2. The agent asks you to spell your last name, 'Diaz'. What do you say?
- Sure, it's D as in dog, I, A, Z as in zebra.
- Sure, it's D for the dog, I, A, Z for the zebra.
- Sure, it's D like in a dog, I, A, Z like in a zebra.
- Sure, it's D is dog, I, A, Z is zebra.
Show the answer
Sure, it's D as in dog, I, A, Z as in zebra.
The fixed American pattern is 'letter as in word': 'D as in dog'.
3. The agent says, 'I'll go ahead and open a ticket for you.' What does the agent mean?
- The agent will officially record your problem so someone works on it.
- The agent will send you a ticket for an event.
- The agent will give you a fine for calling.
- The agent will end the call now.
Show the answer
The agent will officially record your problem so someone works on it.
A 'ticket' is a record of your problem. 'Go ahead and' just means 'now I will'.