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Phrasebook

English Phrases for Customer Service Calls

Calling a company's support line in English can be hard: automated menus, long holds and fast speakers. These phrases help you reach a person, explain your problem, fix billing issues and cancel a service.

37 phrases · By LearnLingo Team · Updated

Tap to hear a phrase. Levels follow the CEFR scale. American English is the default; British variants are noted.

Getting through

EnglishTurkishYou might hear

Hi, I'm calling about my bill.

A2
Merhaba, faturam hakkında arıyorum.
  • Sure. Can I have your account number?
  • I can help with that.

Can I speak to a representative?

B1

With automated menus, saying "representative" or "agent" often gets you to a person.

Bir müşteri temsilcisiyle görüşebilir miyim?
  • Please hold while I transfer you.

I've been on hold for twenty minutes.

B1
Yirmi dakikadır hatta bekliyorum.
  • I'm sorry for the wait. How can I help?

Could you transfer me to the billing department?

B1
Beni fatura bölümüne aktarabilir misiniz?
  • Of course. One moment, please.

I've already been transferred three times.

B1
Zaten üç kez başka birine aktarıldım.
  • I'm sorry. I'll make sure I can help you.

If we get cut off, could you call me back?

B1
Hat kesilirse beni geri arayabilir misiniz?
  • Yes, I have your number on file.

Checking who you are

EnglishTurkishYou might hear

I'm the account holder.

B1
Hesap sahibi benim.
  • Great. Can you confirm your date of birth?

Should I spell my last name?

A2

UK: "surname".

Soyadımı harf harf söyleyeyim mi?
  • Yes, please.

That's K as in kilo, A as in alpha.

B1

Spelling with words avoids mistakes on a bad line. Any clear word works.

Kilo'daki K, alfa'daki A.
  • Got it, thank you.

I don't have my account number with me.

B1
Hesap numaram yanımda değil.
  • That's okay. I can find you by your phone number.

I didn't get the verification code.

B1

Real agents never ask for your full password or PIN.

Doğrulama kodunu almadım.
  • Let me send it again.

Could you send it to my email instead?

A2
Onun yerine e-postama gönderebilir misiniz?
  • Sure. I've just sent it.

Billing and refunds

EnglishTurkishYou might hear

I think I've been overcharged.

B1
Sanırım benden fazla ücret alındı.
  • Let me look at your account.

There's a charge on my bill that I don't recognize.

B2
Faturamda tanımadığım bir ücret var.
  • Which charge is it?
  • Let's go through it together.

Could you explain this charge?

B1
Bu ücreti açıklayabilir misiniz?
  • That's the late payment fee from last month.

I'd like a refund for the extra charge.

B1
Fazladan alınan ücretin iadesini istiyorum.
  • I've requested that for you.

When will I see the refund?

B1
İade ne zaman hesabıma geçer?
  • It can take five to ten business days.

I paid the bill, but it still shows a balance.

B1
Faturayı ödedim ama hâlâ borç görünüyor.
  • Your payment may still be processing.

I'd like to update my payment method.

B1

Avoid reading card numbers aloud in public places.

Ödeme yöntemimi güncellemek istiyorum.
  • You can do that in the app, or I can help you now.

Cancelling or changing a plan

EnglishTurkishYou might hear

I'd like to cancel my subscription.

A2
Aboneliğimi iptal etmek istiyorum.
  • I'm sorry to hear that. May I ask why?

I'm not interested in another offer, thanks.

B1

Agents often try to keep you with discounts. Stay polite and firm.

Başka bir teklifle ilgilenmiyorum, teşekkürler.
  • I understand. I'll go ahead and cancel it.

Please cancel it, effective immediately.

B2
Lütfen hemen geçerli olacak şekilde iptal edin.
  • Done. You won't be charged again.

Will I be charged a cancellation fee?

B1
İptal ücreti alınacak mı?
  • No, you're not in a contract.

Can you send me a confirmation of the cancellation?

B1

Always ask for written confirmation.

İptal onayını bana gönderebilir misiniz?
  • Yes, you'll get an email shortly.

Can I switch to a cheaper plan?

B1

Also: "downgrade my plan".

Daha ucuz bir pakete geçebilir miyim?
  • Sure. Let me go over your options.

I'd like to upgrade my plan.

A2
Paketimi yükseltmek istiyorum.
  • Great. Which plan are you interested in?

Orders and technical problems

EnglishTurkishYou might hear

My internet has been down since this morning.

B1
İnternetim bu sabahtan beri çalışmıyor.
  • Have you tried restarting your router?

I've already restarted it.

A2
Zaten yeniden başlattım.
  • Okay. Let me run a test on your line.

Can you send a technician?

B1
Bir teknisyen gönderebilir misiniz?
  • The earliest appointment is Thursday morning.

My order hasn't arrived.

A2
Siparişim gelmedi.
  • Can I have your order number?

Can I get a reference number for this call?

B1

Also called a "case number" or "ticket number".

Bu görüşme için bir referans numarası alabilir miyim?
  • Sure. It's on its way to you by text.

Understanding and wrapping up

EnglishTurkishYou might hear

Sorry, could you say that again?

A1
Pardon, tekrar söyleyebilir misiniz?
  • Sure. I said it will take five to ten days.

Could you slow down a little, please?

A2
Biraz daha yavaş konuşabilir misiniz, lütfen?
  • Of course, sorry about that.

Just to confirm, the charge will be removed?

B1
Teyit etmek istiyorum, ücret kaldırılacak, değil mi?
  • That's right. You'll see it on your next bill.

Can I have your name, please?

A2

Write down the agent's name and the date in case you need to call again.

Adınızı alabilir miyim, lütfen?
  • It's Sarah.

Is there anything else I need to do?

A2
Benim yapmam gereken başka bir şey var mı?
  • No, you're all set.

Thanks for your help. Have a good day.

A1
Yardımınız için teşekkürler. İyi günler.
  • You too. Thanks for calling.

Sample dialogues

A charge I don't recognize

Agent
Thanks for calling. My name is Sarah. How can I help you today?
Aradığınız için teşekkürler. Adım Sarah. Bugün size nasıl yardımcı olabilirim?
Customer
Hi, I'm calling about my bill. There's a charge I don't recognize.
Merhaba, faturam hakkında arıyorum. Tanımadığım bir ücret var.
Agent
I can help with that. Are you the account holder?
Bu konuda yardımcı olabilirim. Hesap sahibi siz misiniz?
Customer
Yes, I am. The account is under Aydın, A-Y-D-I-N.
Evet. Hesap Aydın adına, A-Y-D-I-N.
Agent
Thank you. I see a charge for a movie rental on the 3rd.
Teşekkürler. Ayın 3'ünde bir film kiralama ücreti görüyorum.
Customer
I didn't rent any movies. I think I've been overcharged.
Hiç film kiralamadım. Sanırım benden fazla ücret alındı.
Agent
I'm sorry about that. I'll remove the charge.
Bunun için özür dilerim. Ücreti kaldıracağım.
Customer
Thanks. Just to confirm, I'll see the credit on my next bill?
Teşekkürler. Teyit etmek istiyorum, iadeyi bir sonraki faturamda göreceğim, değil mi?
Agent
That's right. Your reference number is coming by text.
Doğru. Referans numaranız mesajla geliyor.

Cancelling a subscription

Agent
Hello, you're through to customer support. How can I help?
Merhaba, müşteri hizmetlerine bağlandınız. Nasıl yardımcı olabilirim?
Customer
Hi, I'd like to cancel my subscription, please.
Merhaba, aboneliğimi iptal etmek istiyorum, lütfen.
Agent
I'm sorry to hear that. May I ask why?
Bunu duyduğuma üzüldüm. Nedenini sorabilir miyim?
Customer
I don't use it much anymore.
Artık pek kullanmıyorum.
Agent
I can offer you three months at half price.
Size üç ay boyunca yarı fiyat teklif edebilirim.
Customer
I'm not interested in another offer, thanks. Please cancel it.
Başka bir teklifle ilgilenmiyorum, teşekkürler. Lütfen iptal edin.
Agent
No problem. It's cancelled, effective today.
Sorun değil. Bugün itibarıyla iptal edildi.
Customer
Will I be charged a cancellation fee?
İptal ücreti alınacak mı?
Agent
No. You'll get a confirmation email shortly.
Hayır. Kısa süre içinde onay e-postası alacaksınız.

Common mistakes Turkish speakers make

I want to speak with an authorized person.

Can I speak to a supervisor?

Turkish "yetkili" is not "authorized person" here. Ask for "a supervisor", "a manager" or "someone who can help".

My internet is not coming.

My internet is down.

Turkish "internet gelmiyor" does not translate word for word. Say "is down" or "isn't working".

Can you make a discount?

Can you give me a discount?

Turkish "indirim yapmak" uses "yapmak", but in English you "give" or "offer" a discount.

I was waited on the line for 20 minutes.

I've been on hold for 20 minutes.

"Hatta beklemek" is "to be on hold". Use the present perfect if you are still waiting.

I paid but it still shows debt.

I paid the bill, but it still shows a balance.

On bills, the amount you owe is the "balance" or "amount due". "Debt" sounds like a large loan.

Quick quiz

Eight questions to check what you remember. Pick an answer to see if it is right.

  1. 1. You are waiting on the phone with music playing. You are...

  2. 2. A machine answers. Which word often gets you to a person?

  3. 3. "I think I've been overcharged" means...

  4. 4. Your internet doesn't work. You say "My internet is ___."

  5. 5. Complete: "Can you ___ me a discount?"

  6. 6. Before you hang up, you should ask for a...

  7. 7. "Effective immediately" means...

  8. 8. The amount you still owe on a bill is the...

0 of 8 answered

Show all answers
  1. on hold
  2. representative
  3. I paid too much.
  4. down
  5. give
  6. reference number
  7. starting now
  8. balance

See what the B1 English course covers, or test your level first.

People also ask

How do I get past the automated menu?+

Listen for the option you need, or say "representative" or "agent" clearly. Many systems will transfer you to a person. Have your account number ready before you call.

What should I do if I can't understand the agent?+

Ask politely: "Sorry, could you slow down a little?" or "Could you say that again?" Agents are used to this. You can also ask them to send the details by email or text.

How do I cancel a subscription by phone without being talked out of it?+

Say clearly "I'd like to cancel my subscription." If they offer a discount, say "I'm not interested in another offer, thanks." Ask for a confirmation email and a reference number.

What information should I write down during the call?+

Write down the date, the agent's name, what they promised and the reference number. If the problem comes back, you can mention these details on your next call.

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