ESLvideo Quiz

Customer service

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Level 5 – High Intermediate Quiz by: luis17
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Quiz

Watch the video and answer the quiz questions.

Play Video: Customer service
1. Who is calling customer service?
2. What is wrong with Sarah's phone?
3. What information does Diego ask from Sarah first?
4. How does Sarah feel about Diego's questions?
5. What does Diego ask Sarah about her personal life?
6. How does Sarah react to Diego's personal questions?
7. What does Sarah want to do after her conversation with Diego?
8. How does Diego respond when Sarah asks to speak to the manager?
9. What does Sarah think about Diego's behavior?
10. What does Diego apologize for?
[PHONE RINGING] [PHONE RINGING] >> DIEGO: Customer service. >> SARAH: Hi, yeah, I’m calling because there's something wrong with my phone. >> DIEGO: Customer service, hello? >> SARAH: Yeah, hi. I’m calling because there's something wrong with my phone. >> SARAH: My, uh, my texts won't send.
>> DIEGO: Mhm. >> DIEGO: Mhm. Okay. >> SARAH: Um, can you help me fix it? >> DIEGO: Yeah, I’m gonna need your name and your phone number please? >> SARAH: Yeah, it's Sarah and why do you need my number? >> DIEGO: Yeah, I'm gonna need your number. Um, I’m just gonna need your number. >> SARAH: Sure it's 555... >> SARAH: 2 1
>> DIEGO: Okay, 5...5...5... >> SARAH: 2 1 8
>> DIEGO: Okay. Calm down. >> DIEGO: 2 1 8
>> SARAH: 8 1 >> SARAH: 8 2
>> DIEGO: 8... stop going so fast. >> DIEGO: 8 1 8 2. Got it, got it. >> SARAH: Okay, now what? >> DIEGO: Sarah, are you married? >> SARAH: No. >> DIEGO: Okay, do you have a boyfriend? >> SARAH: No! What the [BLEEP] does that have to do with anything? >> DIEGO: Hey, just please answer the questions lady. Please. >> SARAH: I'm so confused.
>> DIEGO: I need to fix your phone. >> DIEGO: Do you want to fix it? Yes or no?
>> SARAH: I mean, I would like to fix the problem, yeah, but... >> DIEGO: Can we continue? >> SARAH: Yes.
>> DIEGO: Can we continue? >> SARAH: Yeah.
>> DIEGO: Okay, are you attracted to hispanic guys? >> SARAH: Alright that's it! What the [BLEEP] is going on? This is ridiculous. >> DIEGO: Okay, calm down, calm down. >> SARAH: No, no! This is absurd. I'm calling because I have a problem I need to fix and you're blatantly objectifying me.
>> DIEGO: Excuse me, lady. Excuse me lady. >> DIEGO: Okay. Okay.
>> SARAH: This is so typical of a man! >> SARAH: Misogynistic, entitled, disrespectful and immature.
>> DIEGO: Lady excuse me. Please don't raise your voice. >> DIEGO: Excuse me, please don't raise your-
>> SARAH: This is why men are ruining the world. >> DIEGO: Okay, hmm. Please, don't raise your voice. >> SARAH I want to speak to your manager.
>> DIEGO: Okay. Please hold. >> SARAH: Right now please. >> DIEGO: Customer service. >> SARAH: Yes, hi. Is this the manager? >> DIEGO: Yes. That's exactly who I am. >> SARAH: Well, you sound a lot like the last guy I talked to. >> DIEGO: Yeah, everybody says that. Can I help you with something? >> SARAH: Yeah, um, I’m trying to fix the messaging on my phone, and the last guy I was talking to was asking me like ridiculous questions.
>> DIEGO: Mmhm. Mmhm. Mmhm. Okay. I'm really sorry about that. I apologize deeply. >> SARAH: Thank you, I appreciate that. So, can you help me with my problem? >> DIEGO: Of course, that's why I’m here, what's your name? >> SARAH: It's Sarah. >> DIEGO: Okay and what are you wearing right now Sarah? >> SARAH: Are you [BLEEP] kidding- You know what? A guy like you isn’t even worth it. You are incredibly pathetic and I feel sorry for you. And you know what the sad thing about someone like you is? You're probably so disappointed with your life and so unhappy in your marriage. Yeah, I feel sorry for your wife, she deserves better. >> DIEGO: So, um... So you're not going to tell me what you're wearing?
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Discussion Questions

    • 1. What problem did Sarah have with her phone?
    • 2. Why did Diego ask personal questions?
    • 3. How did Sarah feel about Diego's questions?