Ejemplo de conversación teléfonica (Quejas y devoluciones)

Hace unos días estuve ayudando a un amigo a crear un hipotético diálogo sobre quejas y devoluciones que podría darse en cualquier tienda electrónica, por lo que he decidido ponerlo en el blog, por si alguien está interesado en este tipo de conversaciones.

A continuación os dejo con la transcripción de la conversación; poned especial atención a las palabras que he puesto en negrita, son las palabras clave (keywords) en este tipo de situaciones, y como siempre, si véis algo raro, no dudéis en comentarlo:

Shop-assistant: Good morning! Somy customers service, my name is Albert, how can I help you?

Customer: Good morning sir, I purchased a Somy Smart TV from your company last month. Unfortunately I´m not satisfied with the item I ordered. There has been a misunderstanding with my order.

Shop-assistant: Oh, I do apologize for all the inconvenience madam, could you tell me what the problem is and I will help you as much as I can.

Customer: Well, the problem is that I ordered a Somy Smart TV but I haven´t received it; Instead of that, I have a Plasma Screen TV.

Shop-assistant: We are very sorry to hear that, would you mind telling me your order number?

Customer: Yes, of course. My order number is G2832V.

Shop-assistant: I´m sorry, I didn´t hear you. Was that 32B?

Customer: No, it was 32V.

Shop-assistant: And your name is? Could you spell it?

Customer: Yes, my name is Claire Smith, S-M-I-T-H.

Shop-assistant: Ok, thank you. Please, Mrs Smith, give me a moment  and I will check what the problem is.

Customer: That´s fine.

Shop-assistant: Ok, let´s see. You ordered a Somy TLR Internet TV the 23rd of January with the fast delivery.

Customer: Yes, that´s absolutely right.

Shop-assistant: Oh dear, I am sorry to say this but I am afraid we are having problems with our computer system. I see what happened, the system has made a mistake with the shipment of other customer and your Smart TV has been sent to the wrong place.

Customer: What are you going to do to resolve the problem? You must know that this is the second time that I have a problem with your company.

Shop-assistant: I see what you meant but we are not able to do anything at the moment, but in a few days your problem will be solved.

Customer: Excuse me, can I make a point?

Shop-assistant: Of course Mrs. Smith, go ahead.

Customer: The thing is I need it inmediately; when will I have the TV delivered?

Shop-assistant: Well, I have changed the delivery service company and you´ll get your Smart TV by Monday, that is right for you?

Customer: Have you?

Shop-assistant: Yes, Mrs. Smith. The TV will be at your home as soon as we can.

Customer: It´s great. Thank you for your help.

Shop-assistant: No, thanks to you for choosing Somy.

Customer: Erm… sorry, I don´t know how it is called but does your company have any way of compensation for this problem?

Shop-assistant: Yes, of course! For all the inconvenience you can keep the other TV you received as a way of compensation for our mistake.

Customer: Oh, really? That´s fantastic! Thank you very much.

Shop-assistant: You are welcome. It has been a good deal for you, hasn´t it?

Customer: Oh yes, It is great for me! Your company knows how treat the customers.

Shop-assistant: Of course, we are here to help you. Do you need anything else?

Customer: No, that´s all for now.

Shop-assistant: One last thing: could you tell me your mobile phone number so we can be in contact with you for any problem?

Customer: Ok, my number is 446729123o98

Shop-assistant: Thanks again Mrs. Smith, do not hesitate on calling for any doubt.

Customer: It is ok! Goodbye!

Shop-assistant: Goodbye