Customer (Tom): Hello, good afternoon, my name is Tom and I’m calling about my mobile phone bill.
Agent (Maria): Good afternoon, Tom, thank you for calling, this is Maria from Customer Service, how can I help you today?

Tom: I think there is a problem with my latest bill, the amount is higher than usual.
Maria: I understand, I’m sorry for the inconvenience, let me check that for you.

Tom: Thank you, I just want to understand why I have to pay more this month.
Maria: Of course, first I need to confirm your identity, could you please give me your full name and date of birth?

Tom: Yes, my full name is Tom Miller and my date of birth is the 5th of May, 1988.
Maria: Thank you, Tom, and could you also confirm your mobile number, please?

Tom: My mobile number is 07 345 678 910.
Maria: Perfect, one moment please while I open your account details.

Tom: No problem, I’ll wait.
Maria: Thank you for waiting, I can see your last bill here on my screen.

Tom: Great, my usual bill is around 30 pounds, but this time it is almost 60.
Maria: Yes, I can see that, the bill for this month is 58.90 pounds.

Tom: I don’t understand why it’s so high, I didn’t change anything in my plan.
Maria: I will check the usage details, please hold for a few seconds while I look at the breakdown.

Tom: Okay, thank you for checking.
Maria: You’re welcome, I can see that there are extra charges for data, you used more mobile data than your plan includes.

Tom: Oh, I didn’t realize that, I’ve been working outside and using my phone as a hotspot.
Maria: That explains it, your plan includes 10 GB of data, but this month you used 22 GB in total.

Tom: I see, so the extra data is the reason for the higher bill.
Maria: Exactly, the extra 12 GB were charged at the standard rate, and that increased the total amount.

Tom: Is there anything we can do about this, maybe reduce the extra charges just this time?
Maria: Let me see what I can do for you, please hold for a moment while I check our options.

Tom: Sure, I appreciate your help.
Maria: Thank you for waiting, Tom, I can offer a one-time discount of 15 pounds on this bill as a gesture of goodwill.

Tom: That would be very helpful, thank you, I really appreciate that.
Maria: You’re welcome, I will apply the discount now, so your new total will be 43.90 pounds.

Tom: That’s much better, thank you very much.
Maria: My pleasure, and to avoid this problem in the future, we could also look at changing your plan.

Tom: Yes, I think that’s a good idea, can you tell me about other plans with more data?
Maria: Of course, we have a plan with 25 GB of data and another plan with unlimited data.

Tom: How much is the 25 GB plan per month?
Maria: The 25 GB plan is 35 pounds per month, only 5 pounds more than your current plan.

Tom: And how much is the unlimited data plan?
Maria: The unlimited data plan is 45 pounds per month, and it includes free calls and texts as well.

Tom: I think the 25 GB plan is enough for me, I don’t need unlimited data.
Maria: That sounds good, would you like me to switch you to the 25 GB plan starting from next month?

Tom: Yes, please, that would be great.
Maria: Perfect, I’ve changed your plan, you will see the new allowance on your next bill and in the app.

Tom: Thank you, Maria, you’ve been very clear and very kind.
Maria: You’re welcome, Tom, I’m glad I could help, is there anything else I can do for you today?

Tom: No, that’s everything, thanks again for solving the bill problem and explaining the plans.
Maria: It was my pleasure, thank you for calling, have a nice day.

Tom: You too, goodbye.
Maria: Goodbye, and thank you for being our customer.

En este diálogo aparece vocabulario muy típico de llamadas a atención al cliente de telefonía, explicado con lenguaje sencillo.

Palabras básicas sobre facturas y dinero:
bill, latest bill, amount, higher than usual, pay more this month, total, new total, 58.90 pounds, 35 pounds per month, 45 pounds per month.
Todo esto te ayuda a hablar de cuánto pagas y por qué ha subido la factura.

Vocabulario del servicio de telefonía:
mobile phone bill, mobile number, account details, usage details, breakdown, extra charges, data, mobile data, hotspot, plan, plan options, 10 GB of data, 22 GB in total, unlimited data, allowance.
La palabra allowance es clave: significa “cantidad incluida en tu plan” (de datos, minutos, etc.).

Vocabulario de atención al cliente y soluciones:
Customer Service, account, confirm your identity, standard rate, one-time discount, gesture of goodwill, apply the discount, change your plan, switch you to the 25 GB plan.
Gesture of goodwill es una expresión muy típica para un descuento especial “por cortesía”.

Vocabulario de tiempos y proceso:
this month, next month, a few seconds, a few business days, thank you for waiting, please hold, I’ll open your account, I’ve changed your plan.

Fórmulas de inicio muy estándar:
El cliente: “Hello, good afternoon, my name is Tom and I’m calling about my mobile phone bill.”
El agente: “Thank you for calling, this is Maria from Customer Service, how can I help you today?”
Ese patrón “my name is X and I’m calling about…” es perfecto para casi cualquier llamada formal.

Para explicar el problema de forma clara y educada:
“I think there is a problem with my latest bill, the amount is higher than usual.”
“I just want to understand why I have to pay more this month.”
Observa que no acusa directamente, simplemente describe y pide explicación.

Para comprobar la identidad (muy típico por seguridad):
“Could you please give me your full name and date of birth?”
“Could you also confirm your mobile number, please?”
En este contexto es normal que te pidan estos datos.

Para pedir tiempo mientras miran la información:
“Please hold for a few seconds while I look at the breakdown.”
“Thank you for waiting, I can see your last bill here on my screen.”
Estas frases son muy habituales; no necesitas entender cada palabra para seguir la conversación, basta con reconocer que están “mirando cosas en el sistema”.

Para explicar el motivo del aumento:
“There are extra charges for data, you used more mobile data than your plan includes.”
“Your plan includes 10 GB of data, but this month you used 22 GB in total.”
Claridad y cifras: muy típico en la forma de explicar de las compañías.

Para negociar una solución de forma educada pero firme:
El cliente: “Is there anything we can do about this, maybe reduce the extra charges just this time?”
La agente: “I can offer a one-time discount of 15 pounds on this bill as a gesture of goodwill.”
La expresión “Is there anything we can do about this?” es oro puro: suena suave, pero abre la puerta a soluciones.

Para hablar de cambios de plan:
“We could also look at changing your plan.”
“We have a plan with 25 GB of data and another plan with unlimited data.”
“Would you like me to switch you to the 25 GB plan starting from next month?”
El verbo switch aquí significa “cambiarte a otro plan”.

Cierre educado:
“You’ve been very clear and very kind.”
“Thanks again for solving the bill problem and explaining the plans.”
“Thank you for being our customer.”

Uso de PRESENTE SIMPLE para políticas y hechos
Las normas y características del servicio van en presente simple:
“Your plan includes 10 GB of data.”
“The extra 12 GB were charged at the standard rate.”
“We have a plan with 25 GB of data and another plan with unlimited data.”
Es el tiempo natural para cosas que son “verdades” del sistema o del contrato.

Uso de PASADO SIMPLE para describir hechos puntuales
Para hablar de esta factura concreta y del uso del mes:
“This month you used 22 GB in total.”
“That increased the total amount.”
Se trata de acciones ya terminadas en un periodo concreto: este mes, esta factura.

Uso de MODALES para cortesía y opciones
Aparecen can, could, would, may de manera muy típica:
“How can I help you today?”
“Could you please give me your full name…?”
“Is there anything we can do about this?”
“It may take a few business days to appear in your account.”
Los modales suavizan las frases y son esenciales en este tipo de conversación.

Uso de FUTURO CON WILL para promesas y acciones inmediatas
El agente usa will para prometer y explicar lo que va a hacer:
“I will check that for you.”
“I will apply the discount now.”
“You will see the new allowance on your next bill and in the app.”
El futuro con will transmite compromiso y seguridad.

Estructuras condicionales suaves
“To avoid this problem in the future, we could also look at changing your plan.”
“If I travel, can you tell me about roaming?” sería un ejemplo similar.
Se usa el condicional para ofrecer alternativas sin imponer: we could…

Tono: muy amable, pero profesional
La agente se disculpa pronto: “I’m sorry for the inconvenience.”
Da las gracias varias veces: “Thank you for calling”, “Thank you for waiting”.
Y usa un lenguaje muy calmado y estructurado. En atención al cliente en inglés esto es la norma: se evita el conflicto directo y se apuesta por la cortesía constante.

El cliente se queja, pero sin atacar
Frases como “I think there is a problem…”, “I just want to understand why…” suenan mucho más colaborativas que “la factura está mal” o “me habéis cobrado de más” en tono acusador.
Ese estilo, en entornos anglófonos, suele funcionar mejor para conseguir descuentos o soluciones.

Gestos comerciales
La idea de “one-time discount as a gesture of goodwill” es muy típica. Se presenta el descuento como algo especial, no automático.
Aceptar este gesto y agradecerlo, como hace Tom, ayuda a crear una buena relación, incluso si la empresa se ha equivocado.

Verificación de identidad
Pedir full name, date of birth y mobile number es normal por seguridad. En algunos contextos hispanos puede sonar invasivo; en países anglófonos es casi obligatorio en llamadas de este tipo.

Cómo abrir la llamada
Ten una frase “plantilla” memorizada:
“Hello, good afternoon, my name is [Name] and I’m calling about my mobile phone bill.”
Si es sobre el plan:
“I’m calling because I have some questions about my mobile plan.”

Cómo describir el problema con calma
En vez de “me habéis cobrado el doble”, algo como:
“I think there is a problem with my latest bill, the amount is higher than usual.”
“I don’t understand why I have to pay more this month.”

Cómo pedir soluciones sin sonar agresivo
Frases clave:
“Is there anything we can do about this?”
“Is it possible to reduce the extra charges this time?”
“Could you offer any discount or solution?”

Cómo aprovechar para mejorar el plan
Si ves que el problema es que consumes más, puedes copiar el modelo del diálogo:
“Maybe it’s better to change my plan. Could you tell me about plans with more data?”
“How much is the plan with [X] GB per month?”

Cómo cerrar la llamada
Siempre sirve algo del estilo:
“Thank you, you’ve been very clear and very kind.”
“Thanks for helping me with the bill and explaining my options.”

En llamadas a atención al cliente de una compañía de teléfono, en inglés, te conviene:
Dominar vocabulario básico como bill, amount, extra charges, data, plan, allowance, discount, unlimited, per month.
Usar estructuras claras y educadas: “I’m calling about…”, “I think there is a problem…”, “I just want to understand why…”, “Is there anything we can do about this?”.
Aceptar el estilo calmado y muy cortés de la conversación, aprovechándolo para pedir explicaciones, descuentos y ajustes de plan sin entrar en conflicto.