Stage 5 · Pressure / Service · Premium
Difficult customer-service callback
Before the call
Pressure / Service
The company cannot solve the problem immediately.
Listen
Audio for this stage is not installed yet. Use the call text to practice.
I’m calling with an update. Unfortunately, the replacement part won’t arrive until next week.
I understand. What can we do in the meantime?
We can schedule a temporary repair tomorrow.
Okay. Would the temporary repair make the equipment safe to use?
Yes, but it would still need the final part next week.
That works for now. What time can the technician come tomorrow?
Between one and three.
Okay. Please schedule the temporary repair between one and three.
Practice line by line
Listen. Repeat it out loud. Swipe for the next line.
I’m calling with an update. Unfortunately, the replacement part won’t arrive until next week.
Key phrases
Build the Phrase
Tap the words in order.
Correct
Tap the words in order.
Correct
Tap the words in order.
Correct
Tap the words in order.
Correct
Practice your answer
Say your answer out loud before you reveal it.
Caller
I’m calling with an update. Unfortunately, the replacement part won’t arrive until next week.
Your turn
Say your answer out loud before you reveal it.
Model answer
I understand. What can we do in the meantime?
Try a variation
- A delivery is delayed instead of a repair.
- A refund will take several business days.
Call Challenge
Ask for the best available option instead of reacting emotionally.
Now try the call with less help.