Part 1: Aquarium Filter Servicing

Questions 1–10

Complete the form below.

Write ONE WORD AND/OR A NUMBER for each answer.

Servicing Enquiry Form

Complete the form below.
Write ONE WORD AND/OR A NUMBER for each answer.

Aquarium Filter Servicing Enquiry Form

Customer details
Name: Laura Chen
Contact number: [1] __________________________
Preferred contact method: [2] __________________________

Equipment details
Tank size: [3] __________________________ litres
Filter type: external [4] __________________________
Brand: [5] __________________________

Service request
Main issue: water is [6] __________________________
How long the problem has lasted: [7] __________________________ days
Customer has already cleaned: the [8] __________________________

Appointment details
Service date requested: [9] __________________________
Estimated call-out fee: [10] £ __________________________

Keys

1 07824 915 603
2 email
3 180
4 canister
5 Eheim
6 cloudy
7 5
8 sponge
9 Wednesday
10 35

Transcript

Part 1: You will hear a conversation between a customer and a service agent at an aquatics company about arranging a service for an aquarium filter.

AGENT: Good morning, ClearFlow Aquatics. This is the servicing department. My name is Mark. How can I help you today?

LAURA: Hi Mark. I am calling because my aquarium filter needs a service. It is not working properly at all.

AGENT: I can certainly help with that. First, could you give me your full name, please?

LAURA: Yes, my name is Laura Chen. That is spelled C, H, E, N.

AGENT: Thank you very much. Next, I need a contact number for your customer file. What is your mobile number?

LAURA: My number is 07824 915 603. Let me repeat that for you: 07824 915 603.

AGENT: I have got that. Now, do you prefer us to contact you by phone or by email?

LAURA: Please use email. I am a school teacher and I am working all day, so I cannot answer phone calls.

AGENT: Email it is. Moving on to the equipment, what is the exact size of your fish tank?

LAURA: It is a very large one. It holds exactly 180 litres of water.

AGENT: 180 litres, noted. And what type of filter do you have? Is it an internal one or an external canister?

LAURA: It is an external canister. It sits outside the tank in the cupboard underneath.

AGENT: Great. I will write that down. Do you know the brand name of the filter?

LAURA: Yes, it is an Eheim. Let me spell that brand for you: E, H, E, I, M.

AGENT: Perfect. Eheim is a very good brand. So, what exactly is the problem with your aquarium right now?

LAURA: The water is very cloudy. I clean the tank, but a few hours later, it becomes cloudy again.

AGENT: That is a common issue. How many days has this water problem been happening?

LAURA: It started on Friday, so it has been exactly 5 days now.

AGENT: 5 days, okay. Did you try to wash any parts of the filter yourself to fix it?

LAURA: I was scared to break the machine, so I only washed the sponge.

AGENT: Washing the sponge is a good start. Are you hearing any strange noises from the motor?

LAURA: No strange noises. But the water flow is very weak. The water is just dripping out slowly.

AGENT: A weak flow means it needs a professional clean. Which day is best for our technician to visit you?

LAURA: Wednesday is my day off, so please send someone to my house on Wednesday morning.

AGENT: Wednesday morning is booked! There is just a basic call-out fee for the visit, plus any new parts.

LAURA: Okay, I understand. How much is the call-out fee?

AGENT: The fee is 35 pounds. You can just pay the technician directly.

LAURA: 35 pounds is fine. Thank you for your help, Mark.