Customer Service: Returning the Headphones
Nina's new headphones stopped working after a week. She calls support — calm, specific, and armed with her order number. This is the adulting call everyone must make one day; rehearse it here until it's boring. · B1 · Role-Play
How to practice: first listen to the whole dialogue. Then play BOTH roles out loud — or take one role and answer the other from memory. When it flows, record the full dialogue below.
Agent Thanks for calling SonicSound support, this is Brian. How can I help you today?
Nina Hi Brian. I bought a pair of headphones last week, and the left side stopped working yesterday. I'd like to exchange them, please.
Agent I'm sorry to hear that. Do you have your order number handy?
Nina Yep — it's S S two four eight one nine.
Agent Got it, thank you. And just to check — did they get wet, or were they dropped?
Nina No, nothing like that. They just went quiet mid-song. I've tried them with two phones — same problem.
Agent That's helpful, thanks. You're within the thirty-day window, so I can offer a replacement, or a full refund — your choice.
Nina A replacement would be great. When would it arrive?
Agent It ships today, so Friday at the latest. I'll email you a free return label for the broken pair — just drop it at any post office.
Nina Perfect. Is there a reference number for this call, just in case?
Agent Sure — it's R seven seven zero three. Anything else I can do for you?
Nina That's everything. Thanks, Brian — appreciate it.
The full dialogue with real voices. Listen first, then take your role.
Record yourself, play it back, and compare with the model. Recordings stay in your browser — nothing is uploaded.
Your task
Make three practice calls out loud (45 seconds each): return a jacket that arrived in the wrong size; report a hotel room with no hot water; ask your bank about a charge you don't recognize. Carry the toolkit: order/reference number, the problem in one sentence, what you tried, and the solution you're asking for.
Coach tips
- Calm + specific beats angry + vague, every single time.
- Spell codes like a pro: 'S S two four…', letter by letter, number by number.
- Always leave with a reference number and a date: 'It ships today, arrives Friday.'
Self-Assessment — Your Honest Checklist
There is no automated speaking score here — and we will not fake one. Play your recording, judge these five areas honestly, and tick what you truly did. Next session, pick ONE unticked box to fix.
Fluency
Grammar
Vocabulary
Pronunciation
Organization
Speaking connects to everything
🗣️ Pronunciation Lab — train the sounds in this lesson🎧 Listening Lab — hear these patterns in real dialogues🌱 Vocabulary Builder — grow the words you reached for📘 Grammar Course — fix the pattern you noticed🩺 Say It Right — Real-Life English, mistake by mistakeKeep going
Disagreeing with a Friend (and Staying Friends)
Go back to the previous stop in this section.
OpenAt the Restaurant: Reservations, Orders, and Oops
Continue to the next stop in this section.
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