Back to Listening Activities • Activity 03

Customer Support & Issue Resolution

Listen to the customer service call carefully, review the transcript if needed, and complete all 20 assessment questions.

Customer Support Conversation (Multi-Voice Player)

Speaker A: Mark (Customer) & Speaker B: Rachel (Support Representative)

Ready

Speed:

Mark: Hello, I am calling regarding my order number 4582. I received my wooden coffee table yesterday, but one of the table legs is scratched.

Rachel: Good morning, Mark. I am sorry to hear about the damaged table. I can certainly help you request a free replacement part or process a full exchange today.

Mark: Thank you, Rachel. A replacement leg would be perfect. How long will it take to arrive at my home?

Rachel: I will ship the new part using express delivery today, so it should arrive within two business days. I will also email you a tracking number shortly.

Mark: That sounds wonderful. I appreciate your prompt assistance and clear explanation.

Rachel: You are very welcome! Please let us know if you need any further assistance with your purchase.

Section 1

Grammar Corrections (5 Questions)

1. Identify the grammatically correct sentence for making a customer inquiry:

A) I am calling regarding my order number 4582. B) I calling regarding my order number 4582. C) I am call regarding my order number 4582. D) I am called regarding my order number 4582.

2. Select the correct sentence offering customer assistance:

A) I am sorry to hear about damaged table. B) I am sorry for hear about the damaged table. C) I am sorry to hear about the damaged table. D) I am sorry hear about damaged table.

3. Choose the grammatically correct question regarding time:

A) How long it will take to arrive at my home? B) How long will it take to arrive at my home? C) How long taking it to arrive at my home? D) How long will it taking to arrive my home?

4. Select the grammatically correct future action statement:

A) I will ship the new part using express delivery. B) I will shipping the new part using express delivery. C) I will shipped the new part using express delivery. D) I will to ship the new part using express delivery.

5. Choose the correct polite closing sentence:

A) Please let us know if you needed further assistance. B) Please letting us know if you need further assistance. C) Please let us to know if you need further assistance. D) Please let us know if you need any further assistance.

Section 2

Audio Comprehension (5 Questions)

6. What issue did Mark report regarding his order?

A) The table arrived in the wrong color. B) One leg of the coffee table was scratched. C) The package was delivered to the wrong address. D) The coffee table was missing hardware screws.

7. Which solution did Mark choose for his issue?

A) A full refund back to his credit card. B) A store gift card for future orders. C) A complete product replacement exchange. D) A replacement table leg.

8. How will the replacement part be shipped to the customer?

A) Standard ground shipping. B) Express delivery. C) In-store local pickup. D) Economy postal service.

9. When is the replacement part expected to arrive?

A) Within two business days. B) Next week on Monday. C) Within five business days. D) Later that same evening.

10. What additional item will Rachel send to Mark via email?

A) A satisfaction survey link. B) An electronic invoice copy. C) A tracking number. D) A product assembly guide.

Section 3

Synonyms & Antonyms (5 Questions)

11. What is the SYNONYM closest in meaning to "Prompt"?

A) Slow B) Delayed C) Hesitant D) Quick / Immediate

12. What is the SYNONYM closest in meaning to "Assistance"?

A) Help / Support B) Obstacle C) Refusal D) Disruption

13. What is the ANTONYM of "Damaged"?

A) Broken B) Intact / Perfect C) Faulty D) Ruined

14. What is the SYNONYM closest in meaning to "Replacement"?

A) Penalty B) Cancellation C) Substitute / Exchange D) Inspection

15. What is the ANTONYM of "Arrive"?

A) Reach B) Depart / Leave C) Appear D) Land

Section 4

Fill in the Blanks (5 Questions)

16. "I received my wooden coffee table yesterday, ________ one of the table legs is scratched."

A) because B) but C) although D) so

17. "I can certainly help you ________ a free replacement part."

A) requested B) requesting C) request D) requests

18. "How long ________ it take to arrive at my home?"

A) will B) does C) is D) can

19. "I will also email you a tracking number ________."

A) yesterday B) lately C) ago D) shortly

20. "Please let us know ________ you need any further assistance."

A) if B) unless C) which D) whether

Assessment Results

0/20

Total Score

0/5

Grammar

0/5

Comprehension

0/10

Vocab & Gap Fill

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