Scenario English 1

Customer: Good afternoon, do I speak to technical support?

Agent: Good afternoon, Thank you for calling You tube customer
support, my name is Maycol Aguilar how can I help you today?
Customer: Hello Maycol my name is Nicoll, I need to change my
account password. I don’t know if you can help me. I don’t even
know how I for forgot my password.
Agent: I’m sorry and don’t worry, I’ll be more than happy to
assist you. I inform you that the call is being recorded and we will
first check your personal information.
Agent: May I have your full name, please?
Customer: Yeah, my name is Geidy Nicoll Rodriguez Garcia.
Agent: Where are you from?
Customer: I’m from Honduras.
Agent: Where do you live?
Customer: I live in Altos del trapiche neighborhood.
Agent: What’s your email address?
Customer: My email address is GnicollRodriguez@gmail.com.
Agent: Can I have your phone number, starting with the area
code, please?
Customer: Yeah, my phone number is +504 95-30-70-30.
Agent: Are you originally from here in Honduras?
Customer: Yes, I am. But my parents are from Nicaragua.
Agent: What’s your username?
Customer: Well, my username is Nicoll_R67.
Agent: Nicoll, your information is ok, Are you in front of your
computer?
Customer: Yes, I’m near my computer, What do you want me to
do?
Agent: Ok let me just pull up your account.
Agent: Right! What I want you to do is to go on
www.youtubeiforgotmypassword.com and enter your username.
I’ll be giving you the password, do you have pen and paper?
Customer: Sure.
Agent: Your new password is nicol-rg78, please check and verify
you can access the account.
Customer: Good!
Customer: Great! I can go, I mean. I can access my account now.
Thank you.
Customer: Really? Excellent! What else can I help you with?
Customer: No that’s all. Thanks for helping me.
Agent: You’re welcome and thank you so much for calling. Have
a nice day.