Every line has a ▶ button — tap it to hear that line spoken, one word at a time.
Recording: Thank you for calling Clearline. In a few words, tell me what you're calling about.
the phone menu — ★ a machine answers almost every US company line · answer in one or two words: "billing" · "my order" · "cancel"
Mia: Representative, please.
a representative — a real person · also "an agent
Recording: Okay, a representative. First, is this about billing or technical support?
billing · technical support — ★ every company is split into DEPARTMENTS · billing = money and bills · technical support = it doesn't work · sales = buying
Mia: Billing.
Recording: Billing. Got it. This call may be recorded for quality assurance.
this call may be recorded — ★ companies tell you before they record · it is routine · keep your OWN record too: the date, the time, the name
Mia: Fine. Just get me a person.
Recording: Your call is important to us. Your estimated wait time is about ten minutes.
on hold — ★ you are ON HOLD = waiting on the line · many lines offer a CALLBACK: they phone you when it's your turn · take it
Mia: Ten minutes. Of course it is.
Jared: Thank you for holding. This is Jared. Who do I have the pleasure of speaking with?
thank you for holding — ★ they usually give a first name · WRITE IT DOWN · "Who do I have the pleasure of speaking with?" = your name, please
Mia: Hi, Jared. This is Mia Carter. I have a question about my bill.
I have a question about... — the opening every call needs: your name + the reason, in one line · also "I'm calling about..."
Jared: Hi, Mia. Sorry about the wait. Let me pull up your account.
pull up your account — pull up = open on the computer · then you hear typing and silence · that is normal: they are reading
Jared: Before I can access your account, I need to verify a few things. Your full name, please?
verify — ★ before they discuss your account they check it's you · have ready: your full name · address · phone number
Mia: Sure. It's Mia Carter. C as in cat, A, R, T, E, R.
C as in cat — ★ spell your name before they ask · any easy word works: "B as in boy" · "M as in Mary" · "S as in Sam"
Jared: Thank you. And what's the service address?
the service address — service address = where the service IS · billing address = where the bill goes · they can be different
Mia: Two fourteen Maple Street, apartment three.
two fourteen — ★ Americans read a house number in pairs · 1520 = "fifteen twenty" · 305 = "three oh five"
Jared: Perfect. And can I get the last four of your social?
the last four of your social — ★ your social = your Social Security number · the LAST FOUR digits is a normal question · never give the whole number
Mia: I'd rather not give that over the phone. Is there another way?
I'd rather not — a polite no · I'd rather not = I prefer not to · always follow it with "Is there another way?"
Jared: No problem at all. I can text a code to the number on file.
a code · on file — ★ a one-time code proves the phone is yours · read it out ONLY on a call YOU made · someone calls YOU and wants a code? hang up
Mia: That works. Okay, I just got it.
Jared: Great. Go ahead and read it to me.
Mia: Three, one, nine, two, six, five.
one digit at a time — say a code ONE digit at a time, with a small pause · 0 = "zero" or "oh" · the agent reads it back
Jared: That matches. Thank you, Mia. You're all set.
you're all set — you're all set = everything is done · you hear it at the end of many US calls, visits and check-ins
Mia: Great. That was easier than I expected.
Jared: Hi, is this Mia? This is Jared from Clearline. I think we got cut off.
we got cut off — ★ a good agent calls you BACK when a call drops · a real callback never wants your password, your PIN or a code
Mia: We did. Thank you for calling back. I thought I'd have to start over.
start over — start over = do it all again from the beginning: the menu, the hold, the questions
Jared: Of course. Can you hear me okay now?
Mia: You're breaking up a little. Hang on, let me move. Is this better?
you're breaking up — breaking up = your voice keeps cutting out · also "I have a bad connection." · "I can barely hear you."
Jared: Much better. In case we get cut off again, here's a reference number.
a reference number — ★ the number of YOUR problem in their system · also "case number" · "ticket number" · ask for one on every call
Mia: Good idea. One second, let me grab a pen. Okay, go ahead.
let me grab a pen — it buys you time, and nobody minds · also "Could you say that again, slowly?" · "Let me read that back."
Jared: It's seven, four, four, one, nine.
Mia: Seven, four, four, one, nine. Got it.
read it back — READ IT BACK: repeat every number you are given · one wrong digit and the number is useless
Jared: With that number, anyone here can read my notes and pick up where we left off.
pick up where we left off — ★ agents type NOTES on every call · next time say "There should be notes on my account" · you won't explain twice
Mia: Perfect. So I won't have to explain everything twice.
Mia: Hi. I'm calling because my bill went up, and I don't understand why.
I'm calling because... — say the PROBLEM in your first sentence · "I'm calling because..." · "I'm calling about..." · "I have a problem with..."
Renee: I'm sorry about that, Mia. Let me walk you through the charges.
walk you through the charges — walk you through = explain one step at a time · a charge = one line of money on the bill · you can ASK for this
Mia: Please. It was fifty-five dollars last month. Now it's eighty.
Renee: I see. Your promotional rate ended, so you're on the regular rate now.
the promotional rate — ★ US internet, TV and phone plans start CHEAP for about 12 months · then the "regular rate" starts by itself
Mia: Nobody told me that. And what's this ten-dollar equipment fee?
a fee — ★ US bills add FEES to the price you were promised: equipment · service · taxes · ask what each one is for
Renee: That's the rental for our modem. You can buy your own.
Mia: Good to know. Is there anything you can do about the price?
is there anything you can do? — ★ THE question of this lesson · in the US an agent can often change a price or a fee · but only if you ask
Renee: Let me see what I can do. I can take five dollars off with autopay.
let me see what I can do — the good answer · autopay = they take the money automatically each month · it often comes with a small discount
Mia: That helps, but it's still a lot more than before.
that helps, but... — polite AND firm · thank them, then say it isn't enough · never angry, and never "okay, fine"
Renee: I understand. On my end, that's the best I can do.
on my end — on my end = with what I am allowed to do · it means SOMEONE ELSE may be able to do more
Mia: All right. Let me think about it.
Mia: Hi. I'd like to cancel my internet service, please.
I'd like to cancel — ★ "cancel" usually reaches the RETENTION team · their job is to keep you · they have offers billing doesn't
Dennis: I'm sorry to hear that. May I ask why you're leaving us?
may I ask why? — they always ask · you don't owe a long story · "It's the price." · "I'm moving." · "I don't use it."
Mia: Honestly, it's the price. Another company is cheaper.
honestly, it's the price — honestly = I'll be direct · a cheaper competitor is the strongest card you hold · say what THEY charge
Dennis: I understand. Before you go, let me see what offers I have.
before you go — ★ the retention offer · the first offer is rarely the last · you may ask "Is that the best you can do?"
Mia: Okay. I'm listening.
Dennis: I can bring you back down to fifty-five a month for twelve months.
fifty-five a month — note BOTH numbers: the price, and how long it lasts · "a month" = every month
Mia: Is there a contract? I don't want to be locked in.
a contract · locked in — ★ ask before you say yes · a contract can mean an EARLY TERMINATION FEE if you leave before it ends
Dennis: No contract. Same speed, and you can cancel anytime.
Mia: Then I'll stay. Could you send me that in writing?
in writing — ★ a promise on the phone is not proof · ask for a confirmation EMAIL before you hang up · keep it
Dennis: Of course. You'll get a confirmation email in a few minutes.
Mia: Thank you. And what happens after twelve months?
Dennis: The price goes back up, so call us again. I'd put a reminder in your calendar.
a reminder in your calendar — the price goes up again in a year · many Americans make this same call every twelve months
Amara: Thank you for calling Bluestone, this is Amara. How can I help you today?
how can I help you today? — the greeting has three parts: the company · a first name · an offer to help · answer with the problem
Mia: Hi, Amara. My order says delivered, but there's nothing at my door.
it says delivered — "it says" = the app or the tracking page shows · "It says delivered." · "It says out for delivery."
Amara: Oh no, I'm sorry. Can I get your order number?
Mia: I don't have it in front of me. Could you look it up? It's Mia Carter.
look it up — no order number? they can find you by NAME · EMAIL · PHONE NUMBER · or the card you paid with
Amara: Here it is. Two planters, delivered at eleven forty, left at the front door.
left at the front door — no signature needed
Mia: But I've been home all day, and nobody rang the bell.
Amara: Sometimes the driver leaves it with a neighbor. Have you checked next door?
have you checked next door? — ★ "delivered" is not always YOUR door · look for the delivery photo · check with the neighbors · wait until evening
Mia: Not yet. And what if it's really gone?
Amara: If it doesn't show up by tomorrow, call us back. We'll send a replacement or refund you.
a replacement or a refund — ★ call the STORE, not the delivery company · the store sold it to you, so the store makes it right · YOU choose which
Mia: A replacement, please. Thank you for making this so easy.
Owen: Customer care, this is Owen. What can I do for you?
customer care — one department, many names: customer care · customer service · support · the help desk
Mia: Hi, Owen. I just opened my package, and it isn't what I ordered.
it isn't what I ordered — the wrong item · also "You sent me the wrong one." · "This isn't the size I ordered."
Owen: I'm sorry about that. What did you order, and what did you get?
Mia: A blue rain jacket in a medium. I got a green one in a large.
in a medium · in a large — "in a medium" = in size M · a small · a medium · a large · an extra large
Owen: That's our mistake. Can I get the email address on the order?
that's our mistake — when it is THEIR mistake you pay nothing: no shipping, no fee · the right answer is "Thank you", not "It's okay"
Mia: Sure. It's mia dot carter, at example dot com.
saying an email address — ★ how to SAY an email: . = "dot" · @ = "at" · _ = "underscore" · - = "dash" · then spell anything unusual
Owen: Got it. I'll ship the right one today, at no charge.
at no charge — at no charge = free · also "free of charge" · "no cost to you" · "on us"
Mia: Thank you. And what do I do with this one?
Owen: I'm emailing you a prepaid return label. Tape it on the box and drop it off.
a prepaid return label — ★ print it, or show the QR code · tape it on the box · drop it off at a shipping store · you pay nothing
Mia: That's easy. Thanks for fixing this so fast.
Mia: Hi. I'd like to return these jeans, please.
I'd like to return these — ★ no federal law makes a store take things back · each store writes its own RETURN POLICY · it is printed on the receipt
Jesse: Sure. Is anything wrong with them?
Mia: No, they just don't fit. I should have tried them on.
they don't fit — good reasons, all accepted: they don't fit · I changed my mind · it's the wrong color · it was a gift
Jesse: It happens. Do you have your receipt?
Mia: Right here. I bought them last week, and the tags are still on.
the tags are still on — unworn, like new
Jesse: Perfect. You're well within the thirty days. Did you pay with a card?
within the thirty days — ★ the RETURN WINDOW: often 30 days, at big stores up to 90 · count from the date on the receipt
Mia: Yes, my debit card.
Jesse: Then it goes back on the same card. Give it three to five business days.
three to five business days — ★ a refund goes back the way you PAID · business days = Monday to Friday · so five can mean a full week
Mia: That's fine. One more thing. The boots I bought with them went on sale the next day.
went on sale — on sale = at a lower price for a short time · NOT the same as "for sale" (= you can buy it)
Jesse: Then you get a price adjustment. Within fourteen days, we refund the difference.
a price adjustment — ★ bought it, then it went on sale? some big US stores refund the DIFFERENCE for about 14 days · you have to ask
Mia: I had no idea I could ask for that. Thank you!
Ben: Hi. My mom sent me this sweater, and it's too small. Can I exchange it?
exchange it — exchange = swap it for another size or color · return = give it back for money · two different requests
Jesse: Of course. Do you have a gift receipt?
a gift receipt — ★ a receipt with NO PRICE on it · ask for one when you buy a present · the other person can exchange it later
Ben: No, it came in the mail. No receipt at all.
no receipt — ★ no receipt = an exchange or store credit, at the lowest recent price · many stores also limit how often
Jesse: That's okay. Without a receipt it's an exchange or store credit, not cash.
store credit — money to spend in this store
Mia: He needs a large. Do you have this one in a large?
do you have this in...? — "Do you have this in...?" + a size or a color · "in a medium" · "in black" · "in a size ten"
Jesse: Let me check. We have a large in gray, but not in blue.
Ben: Gray is fine. Honestly, I like it better.
Mia: Just don't tell your mom that.
Jesse: It's an even exchange, so there's nothing to pay. I just need to see an ID.
an even exchange — ★ same price in, same price out · stores check ID on a no-receipt return to stop fraud · it is routine
Ben: Here you go. Thanks for your help.
Mia: Hi. I bought these headphones here two months ago, and they stopped working.
it stopped working — say WHAT, WHEN and WHAT'S WRONG · also "It's defective." · "It broke." · "It won't turn on."
Jesse: Sorry to hear that. What's going on with them?
Mia: They won't charge. I've tried two different cables.
it won't charge — "won't" + verb = the machine refuses: won't charge · won't turn on · won't connect · then say what you TRIED
Jesse: I see. You're past our thirty-day return window. Did you buy the protection plan?
the protection plan — ★ extra insurance the store sells at the register · it is OPTIONAL · without it you still have the warranty
Mia: No. But they're defective. Aren't they still under warranty?
under warranty — ★ the MAKER's promise to fix or replace a defect, usually for ONE YEAR from the day you buy · keep the receipt
Jesse: They are, for a year. But normally you'd mail them to the manufacturer.
the manufacturer — the store SOLD it · the manufacturer MADE it · after the return window a store may send you to the maker
Mia: That could take weeks. Is there anything you can do here in the store?
is there anything you can do? — the question again, in person · it asks for an EXCEPTION without demanding one
Jesse: Let me check with my manager. One moment.
let me check with my manager — ★ a good sign · associates follow the policy, MANAGERS can make exceptions · wait, smile, don't push
Mia: Of course. Take your time.
Jesse: Good news. She approved an exchange. I can swap them for a new pair today.
Mia: That's great. Thank you for going the extra mile.
going the extra mile — go the extra mile = do more than the job requires · the best thank-you for an exception
Kyle: Clearline technical support, this is Kyle. What seems to be the problem?
Ben: Hi, Kyle. Our internet has been down since this morning.
Kyle: Sorry about that. Are you near the modem?
the modem — the box with the lights
Ben: My wife is. I'm putting you on speaker.
on speaker — on speaker = the whole room can hear and talk · it is polite to SAY it before you do it
Kyle: Thanks. Ma'am, what do the lights look like?
Mia: The top one is green. The second one is blinking orange.
blinking — describe the lights: solid green = good · blinking = on and off · orange or red = a problem · off = no power
Kyle: Okay. Unplug it from the wall, wait thirty seconds, and plug it back in.
unplug it — wait thirty seconds
Mia: We tried that this morning, but okay. Unplugging it now.
we tried that — ★ they follow a script, so you WILL restart it again · do it, stay friendly, and the real help comes faster
Ben: Is there an outage in our area?
an outage — ★ ask this FIRST · an outage = it is down for the whole neighborhood · nothing in your home will fix it
Kyle: I'm not showing one. But the signal isn't reaching your modem.
I'm not showing... — agent talk: "I'm showing..." = my screen says · "I'm not showing a payment." · "I'm showing an appointment."
Mia: It's still blinking orange. So what happens next?
Kyle: I'll need to send a technician out. Let's find you a time.
a technician — a technician (a "tech") comes to your home · "send someone out" = send a person to you
Kyle: The earliest appointment I have is Thursday morning. Does that work for you?
the earliest appointment — the earliest = the first possible time · "Does that work for you?" · answer "That works." or "Anything sooner?"
Ben: Thursday? That's three days without internet. Is there anything sooner?
is there anything sooner? — always ask · also "Do you have anything earlier?" · "What about tomorrow?"
Kyle: I'm sorry, that's the first opening. I can add you to the cancellation list.
the cancellation list — ★ if another customer cancels, you get their time · it works for technicians, doctors and dentists · always say yes
Ben: Please do. What time on Thursday?
Kyle: The window is eight to noon. The technician will text you when they're on their way.
the window — ★ in the US you get a WINDOW, not a time: the tech may come at 8:05 or at 11:55 · plan to be home for all of it
Ben: So someone has to be home all morning?
Kyle: Yes. Someone eighteen or older has to be there to let them in.
eighteen or older — ★ an ADULT must be home · if nobody opens the door, the tech leaves after a few minutes and you start over
Ben: Okay. Is there a charge for the visit?
is there a charge? — ask BEFORE they come · a charge = money you must pay · also "Is there a fee?" · "Is that free?"
Kyle: Not if the problem is on our end.
on our end — on our end = on the company's side · on your end = in your home, your equipment · who pays depends on which
Ben: And do we get a credit for the days it's down?
a credit — ★ a credit = money off your next bill · most companies give one for an outage ONLY if you ask · so ask
Kyle: You do, but you have to request it. Call us once it's fixed.
Ben: Good to know. Thanks, Kyle.
Mia: Hi, Kyle. I had an appointment this morning, eight to noon, and nobody came.
nobody came — a NO-SHOW · start with the facts: the day, the window, what happened · no adjectives needed
Kyle: I'm so sorry. The technician marked it as nobody home.
Mia: That's not right. My husband took the morning off work to be here.
that's not right — disagree with the RECORD, not the person · then say what it COST you: time off work, a lost day
Kyle: I believe you. But the first opening I have is next Tuesday.
Mia: Next Tuesday? That's a week without internet, and we're still paying for it.
we're still paying for it — the fair complaint: I pay you, so the service should work · calm facts beat a raised voice
Kyle: I'm sorry, there's nothing I can do. That's what the system shows.
there's nothing I can do — ★ NOT the end of the call · it means "nothing at my level" · the next level is one polite question away
Mia: I know it's not your fault, Kyle. Is there a supervisor I could speak with?
a supervisor — ★ asking for a supervisor is NORMAL in the US, not rude · stay calm · on the phone: a supervisor · in a store: a manager
Kyle: Of course. Can I put you on a brief hold?
a brief hold — they ask before they do it · "Sure." · "I'll hold." · or "Could you call me back instead?"
Mia: Sure. I'll hold.
Kyle: Thanks for holding. I spoke with my supervisor, and there is something we can do.
there is something we can do — ★ a supervisor can break rules an agent must follow: a credit · a faster visit · a fee taken off
Mia: I'm listening.
Kyle: A technician will be there tomorrow by ten. And we're crediting you a full month.
crediting you — to credit = to take money off your bill · check the next statement to see that it happened
Mia: Thank you, Kyle. That's all I wanted.
Ruth: Mia, I think this is yours. It was outside my door when I got home.
I think this is yours — the missing package · drivers leave things at the wrong door all the time · neighbors are the first place to look
Mia: My package! They said it was delivered. I looked everywhere.
Ruth: Mystery solved. Now, can I ask you a favor?
a favor — a favor = help you ask a friend for · "Could you do me a favor?" · the answer: "Sure, what do you need?"
Mia: Anything. What do you need?
Ruth: My phone company charged me a late fee. I called, got a machine, and gave up.
a late fee — a late fee = a penalty for paying after the due date · "on time" = by the due date
Mia: Next time, just say representative. Or press zero. That usually gets you a person.
say representative · press zero — ★ RULE 1 · the two shortcuts past the machine · if neither works, say "agent" or just stay silent
Ruth: And then what do I say?
Mia: Get their name first. Then explain the problem, and stay friendly.
get their name · stay friendly — ★ RULES 2 AND 3 · a name makes it a conversation · the agent didn't cause your problem, and can fix it
Ruth: Friendly? Even when I'm annoyed?
Mia: Especially then. Ask, is there anything you can do? It works more often than you'd think.
is there anything you can do? — ★ RULE 4 · a question, not a demand · it lets the agent be the hero · then get a reference number
Ruth: You sound like you've done this before.
Mia: All week. Come in, we'll call them together.
Calvin: Thank you for holding. This is Calvin. How can I help you today?
how can I help you today? — your turn: ONE sentence · who you are and why you're calling · Ruth has practiced hers
Ruth: Hello, Calvin. This is Ruth, and I'm calling about a late fee on my bill.
I'm calling about... — the perfect opening: his name · her name · the reason · all in one sentence
Calvin: I see it here, Ruth. Your payment arrived two days late.
Ruth: I mailed that check a week early. I always pay on time.
Mia: Tell him how long you've been a customer.
how long you've been a customer — ★ loyalty is your best argument · "I've been with you for ten years." · "I've never missed a payment."
Ruth: I've been with you for twenty-two years, Calvin. Is there anything you can do?
I've been with you for... — "been with you" = been your customer · say the number of years · then ask THE question
Calvin: Twenty-two years. Thank you for your loyalty. I can waive the fee as a one-time courtesy.
waive · a one-time courtesy — ★ waive = take a fee off · a first late fee is often waived if you ASK · most people never ask
Mia: Now ask for a reference number.
Ruth: Thank you so much! And could I have a reference number, please?
could I have a reference number? — the last thing to get on every call · now the promise is in THEIR system, not only in your memory
Calvin: Of course. I'll text it to you. Is there anything else I can help you with?
is there anything else? — ★ the call is ending · your last chance for one more question · "No, that's everything. Thank you."
Ruth: No, that's everything. You've been very kind.
Calvin: My pleasure. Please stay on the line for a short survey.
a short survey — ★ the survey often rates the AGENT by name · if they helped you, give the top score · it matters to them
Ruth: I will. Five stars, Calvin.
Mia: See? You're a natural.
you're a natural — a natural = someone who is good at something right away · the nicest thing to tell a learner