Customer Service Representative: Hello, Big City Electricity, how may I help you today?
Mr. Peters: I'm calling concerning my electricity bill.

Customer Service Representative: May I have your account number?
Mr. Peters: Certainly, it's 4392107.

Customer Service Representative: Thank you, is this Mr. Peters?
Mr. Peters: Yes, this is Mr. Peters.

Customer Service Representative: Thank you, what can I help you with?
Mr. Peters: I think I've been overcharged for the past month.

Customer Service Representative: I'm sorry to hear that. Why do you think we charged you too much?
Mr. Peters: The bill is 300% higher than last month.

Customer Service Representative: I'm sorry to hear that. Let me ask you a few questions and then I'll see what I can do.
Mr. Peters: OK, Thank you for your help.

Customer Service Representative: Of course, thank you for calling this to our attention. Now, how much do you usually pay for your electricity?
Mr. Peters: I usually pay about $50 a month.

Customer Service Representative: Thank you. and how much did we charge on this bill?
Mr. Peters: $150. I can't understand why.

Customer Service Representative: Yes, Mr Smith. Was your usage different in any way?
Mr. Peters: No, it was an average month.

Customer Service Representative: I'm sorry there certainly seems to be a mistake.
Mr. Peters: Well, I'm happy you agree with me.

Customer Service Representative: I'll contact a service representative to come out and check your meter. What's your address Mr Peters?
Mr. Peters: 223 Flanders St., Tacoma, Washington 94998

Customer Service Representative: ... and what's your phone number?
Mr. Peters:             408-533-0875      

Customer Service Representative: I'm terribly sorry about the misunderstanding. We'll do our best to change this as quickly as possible.
Mr. Peters: Thank you for your help in clearing this up.

Check your understanding with this multiple choice comprehension quiz.

By Kenneth Beare, About.com Guide

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