Escalatie bij de klantenservice
A complaint that goes higher up
B2 · Upper intermediate · ≈ 23 min · setting: Amersfoort, Utrecht
The last recording at this level is a conflict conversation. The customer is annoyed, the operator sticks to formulas, and by the end, a solution appears. Listen for when the tone changes and what words precede it: usually, it's an acknowledgement of the problem and a concrete promise.
- Question 1: What is the problem and how many times has it occurred?
- Question 2: What does the customer demand?
- Question 3: Why does the operator initially refuse?
- Question 4: What solution is found and when will confirmation arrive?
Telefoongesprek — Derde storing in twee maanden
Internet provider, second line support.
- Marjolein
- Dennisklantenservice
- Marjolein
- Dennisklantenservice
- Marjolein
- Dennisklantenservice
- Marjolein
- Dennisklantenservice
- Marjolein
- Dennisklantenservice
- Marjolein
- Dennisklantenservice
- Marjolein
- Dennisklantenservice
- Marjolein
Demand, refusal, solution
Moment
acknowledgement
Phrasing
Vervelend om te horen. Ik zie drie meldingen.
What it does
relieves initial tension with facts
Moment
demand
Phrasing
Ik wil twee dingen: … en …
What it does
a clear list instead of a complaint
Moment
refusal
Phrasing
Daar ga ik niet over.
What it does
not “no”, but “that's not up to me”
Moment
redirection
Phrasing
Ik kan uw dossier doorzetten.
What it does
offers a path instead of a refusal
Moment
acknowledging a mistake
Phrasing
Dat had niet mogen gebeuren.
What it does
the operator's strongest phrase
Moment
specifics
Phrasing
vijf werkdagen, schriftelijk
What it does
deadline and form of response
Moment
safeguard
Phrasing
bevestiging per mail met meldingsnummer
What it does
customer receives proof
| Moment | Phrasing | What it does |
|---|---|---|
| acknowledgement | Vervelend om te horen. Ik zie drie meldingen. | relieves initial tension with facts |
| demand | Ik wil twee dingen: … en … | a clear list instead of a complaint |
| refusal | Daar ga ik niet over. | not “no”, but “that's not up to me” |
| redirection | Ik kan uw dossier doorzetten. | offers a path instead of a refusal |
| acknowledging a mistake | Dat had niet mogen gebeuren. | the operator's strongest phrase |
| specifics | vijf werkdagen, schriftelijk | deadline and form of response |
| safeguard | bevestiging per mail met meldingsnummer | customer receives proof |
The request kan ik iets krijgen waaruit blijkt dat dit gesprek heeft plaatsgevonden is a practical tip: the reference number turns a verbal conversation into a document.
Conversation vocabulary
de storing
outage, fault
de melding
report (of a fault)
de compensatie
compensation
toezeggen
to promise, to commit to
daar ga ik niet over
that's not up to me
doorzetten
to pass on
de afdeling klachten
complaints department
de avondafspraak
evening appointment
het meldingsnummer
reference number
escaleren
to escalate
het standaardantwoord
standard answer
| de storing | outage, fault |
| de melding | report (of a fault) |
| de compensatie | compensation |
| toezeggen | to promise, to commit to |
| daar ga ik niet over | that's not up to me |
| doorzetten | to pass on |
| de afdeling klachten | complaints department |
| de avondafspraak | evening appointment |
| het meldingsnummer | reference number |
| escaleren | to escalate |
| het standaardantwoord | standard answer |
1. What happened
Luister en kies het juiste antwoord.
Listen and choose the correct answer.
- 1
Hoe vaak was er storing?
- 2
Wat vraagt Marjolein?
- 3
Waarom zegt Dennis geen compensatie toe?
- 4
Wat biedt hij in plaats daarvan?
- 5
Wanneer reageert die afdeling?
- 6
Wanneer komt de monteur?
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