Intermediate Listening Practice

1. Why is Helen calling Brightwell Energy?
    To set up a new account
    To complain about poor customer service
    To question a bill that is higher than usual
    To change the way she submits her readings

2. What is Ryan's role in the conversation?
    He is a customer-service agent helping with the query
    He is the manager of the billing team
    He is an engineer checking the meter
    He is a technician who can fix the billing error directly

3. How would you describe Helen's manner during the call?
    Aggressive and rude throughout
    Apologetic and unsure of herself
    Emotional and struggling to explain
    Firm and clear, but polite

4. How does Ryan handle Helen's complaint?
    He dismisses it and tells her the bill is correct
    He listens, investigates, and offers to put things right
    He blames Helen for not reading her emails
    He refuses to discuss it over the phone

5. By the end of the call, what has been agreed?
    Helen will pay the bill and claim a refund later
    Helen will pay the estimated amount and wait for a credit
    The bill will be recalculated and Helen need not pay yet
    Ryan will send Helen a detailed breakdown of the charges

6. What is the overall tone of this conversation?
    Businesslike but courteous
    Tense and hostile
    Warm and informal
    Confused and unresolved