LISTEN

Listen to the audio recording below.

PRACTICE

Read these two paragraphs aloud and stress the words that are in bold. Record yourself and listen to your recording to see if you can hear the stressed words clearly.

Paragraph 1
Most of today’s customer service is done on the telephone or the Web. Companies use operators, touch-tone automated service, and call-centers to meet the customers’ needs in an attempt to save money. Similarly, a lot of companies encourage customers to go online to have their questions and issues answered via chat, FAQ, virtual agent, or email. However, even though these are cost-effective measures, customers often miss the old-fashioned method of face-to-face service.
 

Paragraph 2
Most of today’s customer service is done on the telephone or the Web. Companies use operators, touch-tone automated service, and call-centers to meet the customers’ needs in an attempt to save money. Similarly, a lot of companies encourage customers to go online to have their questions and issues answered via chat, FAQ, virtual agent, or email. However, even though these are cost-effective measures, customers often miss the old-fashioned method of face-to-face service.

PRACTICE

1. Which paragraph makes it sound like the new ways of providing customer service are good?
2. Which paragraph makes it sound like the new ways of providing customer service are NOT good?