Paul is a customer service worker. Anna is a customer who is unhappy. They talk about the problem and end the call politely.
Vocabulary:
Complaint: A statement about something wrong or bad.
Frustration: Feeling upset because something is difficult.
Replacement: Something new given instead of a broken item.
Patience: The ability to wait without getting angry.
Polite: Showing good manners and respect.
Practice more with this lesson:
