2. Customer Service Email – Understand a message about a product complaint and its resolution.

Reading Section Activity: Customer Service Email

Topic: A product complaint and its resolution

Objective: Help the student practice reading comprehension by understanding a customer service email about a product complaint and its resolution.

Step 1: Reading Passage – Customer Service Email

Subject: Response to Your Product Complaint

Dear Mr. Johnson,

Thank you for reaching out to us regarding your recent purchase of the XYZ Headphones. We are sorry to hear that you are experiencing issues with the product, and we appreciate the opportunity to address your concerns.

As per your description, it seems that the headphones are not functioning properly, with sound only coming from one ear. We understand how frustrating this can be, and we are committed to resolving the issue promptly.

Here’s how we will proceed to resolve the matter:

1. Replacement Product: We will send you a replacement pair of XYZ Headphones at no additional cost. The replacement product will be shipped within the next 2-3 business days, and you should receive it by the end of the week.
2. Return Shipping Instructions: Please return the defective pair of headphones using the prepaid return label we have attached to this email. Kindly drop the package off at your nearest postal service within 7 days to avoid any further charges.
3. Extended Warranty: To ensure your satisfaction, we are also extending your warranty by an additional 6 months, free of charge. This will cover any future issues with the product.

We hope this resolves the problem to your satisfaction. If you have any further concerns or questions, please do not hesitate to contact us.

Thank you for choosing XYZ Electronics. We value your business and are dedicated to providing the best customer service.

Best regards,
Emily Carter
Customer Support Team
XYZ Electronics

Step 2: Comprehension Questions

After reading the email, answer the following questions based on the message about the product complaint and its resolution.

Multiple Choice Questions

1. What issue is Mr. Johnson facing with the product?
   a) The headphones are uncomfortable.
   b) The sound only comes from one ear.
   c) The headphones do not charge properly.
   d) The headphones broke after one week.
2. What action is the company taking to resolve the issue?
   a) Offering a refund.
   b) Offering technical support.
   c) Sending a replacement product.
   d) Asking Mr. Johnson to fix the headphones himself.
3. How long will it take for Mr. Johnson to receive the replacement product?
   a) 1-2 business days.
   b) 2-3 business days.
   c) 4-5 business days.
   d) More than a week.
4. What does Mr. Johnson need to do with the defective product?
   a) Keep it as a spare.
   b) Return it using a prepaid label.
   c) Take it to the store for a refund.
   d) Dispose of it himself.
5. What additional benefit is the company providing to Mr. Johnson?
   a) A discount on his next purchase.
   b) Free shipping on future orders.
   c) An extended warranty of 6 months.
   d) A coupon for a future product.

Short Answer Questions

6. What is the company’s attitude toward resolving the issue?
   (Write your answer below)
7. What steps must Mr. Johnson follow to avoid further charges?
   (Write your answer below)
8. What might happen if Mr. Johnson does not return the defective product within 7 days?
   (Write your answer below)
9. Why is the extended warranty being offered to Mr. Johnson?
   (Write your answer below)
10. What is the name of the customer support representative handling this case?
    (Write your answer below)

Step 3: Answer Key

1. b) The sound only comes from one ear
2. c) Sending a replacement product
3. b) 2-3 business days
4. b) Return it using a prepaid label
5. c) An extended warranty of 6 months
6. The company is apologetic and committed to resolving the issue promptly by offering a replacement and an extended warranty.
7. Mr. Johnson must return the defective headphones using the prepaid return label within 7 days.
8. If Mr. Johnson does not return the defective product within 7 days, he may face additional charges.
9. The extended warranty is being offered to ensure Mr. Johnson’s satisfaction and cover any future problems.
10. The customer support representative is named Emily Carter.

Step 4: Vocabulary & Definitions

Here are some difficult words and phrases from the email:

1. Defective: Not working correctly; faulty.
   • Example: “The customer received a defective phone and had to return it.”
2. Frustrating: Causing annoyance or irritation due to a problem.
   • Example: “It’s frustrating when your computer freezes while you’re working.”
3. Prepaid: Paid for in advance.
   • Example: “The company provided a prepaid return label for the defective product.”
4. Warranty: A written guarantee that a product will be repaired or replaced if it breaks within a certain period.
   • Example: “The laptop came with a one-year warranty.”
5. Promptly: Quickly or without delay.
   • Example: “The technician arrived promptly to fix the issue.”

Step 5: Selfie Assignment

Assignment:
Imagine you’ve purchased a product that has a problem. Write an email to the customer service team explaining the issue and requesting help. Use the structure of Mr. Johnson’s email as a guide: describe the problem, ask for a resolution, and include any relevant details. Record a short video (1-2 minutes) explaining the situation as well.