Customer Service Communication Exercise
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9. Read the situation and answer the question. Kate is working for an international company as a call center worker. A customer Jenny called and said that she bought her smartphone two weeks ago, and its screen was broken after she dropped it. She asked whether it was under warranty or not. Kate said that they couldn't change it because the customer broke it. Which of the following does NOT Jenny say to Kate according to the situation above? A) I bought a smartphone two weeks ago, but I have a problem now. B) Hello, Kate is speaking from Global World Call Center. How can I help you? C) Can I change it by using the warranty? D) Unfortunately, I dropped the phone and broke its screen.
This question includes visual content: There is a photograph of a woman wearing a professional headset, typical of a call center agent, positioned to the left of the text describing the customer service scenario.
Animated Video Solution
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Step by Step Written Solution
Hi Güneş, let's solve this reading comprehension question together.
Analyzing the Situation
First, let's understand the scenario. Jenny is a customer calling a call center worker named Kate about her broken smartphone.
The customer, Jenny, bought a phone 2 weeks ago and broke the screen herself. She wants to know if the warranty covers this.
We need to find the option that Jenny does NOT say to Kate.
Let's examine the options one by one.
Option A mentions buying a phone two weeks ago and having a problem. Jenny does say this, so this is not our answer.
Evaluating Options
A) 'I bought a smartphone two weeks ago...' - Matches the text.
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