Checking Customer Details in Orders and Bookings.

Lesson 3 helps you handle names, numbers and references without stress. You work with realistic phone and counter situations where you must ask for and confirm names, order numbers, postcodes, email addresses and phone numbers. You learn simple spelling strategies, including how to check difficult letters and how to say numbers and dates clearly. You notice typical phrases agents use to repeat and confirm details, and you practise writing short notes while you listen or read. The lesson also covers how to politely ask customers to repeat or slow down without sounding rude. At the end, you complete a short listening or reading task, then write a clear record of the customer details in English that another colleague could easily understand.

1. Starting the call and asking for basic details.

In this first part of the lesson, imagine you are working for an online electronics shop called BrightElectro. A customer is calling because there is a problem with an order. Before you can do anything in the system, you must find the right record. That means you need to ask for and check two key details: the customer’s full name and the order number. If you do not get these details right, you may open the wrong account or give information to the wrong person. In the audio at the bottom of this block, you will hear a short phone call between a customer, Maria Lopez, and an agent. On the screen, you will see a similar model dialogue and some useful phrases. Listen carefully to how the agent uses polite questions such as “Could I have your full name, please?” and “Can you give me your order number?”. Your task will be to listen, understand and then write a short note with the correct name and order number, just as you would in your company’s system.

The situation.

You are answering calls for BrightElectro, an online shop that sells phones, laptops and other electronics. A woman calls because she has a question about her recent order. Before you look at the problem, you must open her order on your screen. To do that, you need her full name and order number.

Here is a short model dialogue from the start of the call:

> Agent: Good morning, BrightElectro customer service, this is Daniel speaking. How can I help you today?

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> Customer: Hello, I ordered a pair of headphones last week and I have a question.

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> Agent: Of course. Could I have your full name, please?

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> Customer: Yes, it is Maria Lopez.

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> Agent: Thank you, Ms Lopez. Can you give me your order number, please?

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> Customer: Yes, it is five eight four two three nine.

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> Agent: Thank you. Let me just open your order.

Useful polite question frames.

Notice how the agent uses full, polite questions, not just single words. For example:

• Could I have your full name, please?
• Can you give me your order number, please?
• What is your booking reference?

Compare these with more direct, less polite versions:

• Name?
• Order number?

In fast work situations, some colleagues just say one word, but this can sound unfriendly. A short, complete question with please sounds more professional and gives the customer a second to think.

Tip: signal what you are doing.

It also helps to tell the customer what you are doing:

• Let me just open your order.
• I will just check your details.

This creates a calm start to the contact and shows you are organised.

In the audio activity below, you will hear a similar call. Your job is to write a clear note with the customer’s full name and order number, as if you were typing into your system.

Practice & Feedback

Listen to the short phone call carefully. You will hear the agent asking for the customer’s full name and order number. Your task is to write a short note as if you are updating the customer record in your company system.

Please write one or two short lines, for example:

• Customer name: …
• Order number: …

Do not write the whole conversation. Focus only on these two key details. If you are not sure about a number, listen again and try to catch each digit. When you are ready, type your note below. I will check if you understood the name and the order number correctly and help you with any small mistakes.

2. Spelling names and email addresses clearly.

Now that you can ask for a name and order number, the next challenge is spelling. On the phone, names and email addresses are often difficult to hear, especially with background noise or different accents. A small mistake in one letter can mean your email bounces or you open the wrong file. In this block, we will look at simple, polite phrases to ask customers to spell their surname and to confirm email addresses. You will see a short example from the same call with Maria Lopez, where the agent checks the spelling. Pay attention to how he controls the speed and repeats back what he hears. Then you will read a short extract and practise writing the customer’s surname and email address exactly as they should appear in your system. Remember, your goal is not to write long sentences. Your goal is to capture the details **accurately**, using the customer’s spelling, even if the name is not familiar to you.

When you are not sure about the spelling.

Even common names can be hard to catch on the phone. It is normal to ask for spelling. Here is the same call a little later, when the agent wants to enter the email address.

> Agent: Ms Lopez, could you confirm your email address for me?

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> Customer: Yes, it is m dot lopez eight three at example dot com.

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> Agent: Thank you. So that is m.lopez83@example.com, is that right?

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> Customer: Yes, that is correct.

Useful questions for spelling.

Here are some short, polite questions you can use when you are not sure about spelling:

• How do you spell your surname?
• Could you spell that for me, please?
• Sorry, did you say L O P E Z?
• Is that B for Bravo or D for Delta? (to check a difficult letter)

You do not always need letter codes like Bravo, Charlie, Delta, but they can help if the line is bad or the customer uses them first.

Talking about email addresses.

In spoken English, we often say:

• at for @
• dot for .

So the address m.lopez83@example.com is spoken as:

> m dot lopez eight three at example dot com

A clear rhythm helps the customer follow and correct you if needed.

Mini strategy.

1. Ask the customer to say or spell the name or email.
2. Write as you listen.
3. Read it back: So that is …, is that right?

You will now read a short call extract and write the surname and email address exactly as they should appear in your system.

Practice & Feedback

Read the short call extract carefully. It shows the agent checking the customer’s surname and email address. Your job is to write the final versions as you would enter them in your system.

Please write two short lines:

• one line with the customer’s surname only; and
• one line with the full email address.

Use normal email format with @ and .. Pay attention to numbers in the email. Do not copy the spoken words like dot or at; convert them into correct symbols. When you finish, type your two lines below. I will check if you wrote the surname and the email correctly and show you a clear model if anything is different.

3. Checking numbers, dates and postcodes.

So far you have practised names and email addresses. Another common difficulty is numbers. Order numbers, postcodes, phone numbers and dates all use digits, and customers often say them very quickly. In this part of the lesson we will stay with the same customer, Maria Lopez, and continue the call. The agent now needs to check her delivery postcode, a contact phone number and the expected delivery date. You will see some model language for asking these questions politely and for repeating back the numbers clearly. Then you will listen to a short section of the call and write the three key details as notes. When you listen, it can help to close your eyes and picture the numbers, or to draw small groups, for example 0798 324 5610. Remember that it is fine to ask customers to repeat slowly. However, in this activity you can listen to the recording more than once until you feel confident you have the correct information.

Asking for postcodes and phone numbers.

Customers expect you to check address and contact details. Here is a short extract where the agent asks Maria for her postcode and a phone number.

> Agent: To confirm your address, which postcode is that, please?

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> Customer: It is S W one four B P.

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> Agent: Thank you. So that is SW1 4BP. And what is the best phone number to contact you on?

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> Customer: My mobile is zero seven nine eight three two four five six one zero.

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> Agent: Thank you. Let me read that back to you: zero seven nine eight three two four five six one zero.

Helpful question frames.

• Which postcode is that, please?
• What is the best phone number to contact you on?
• Could you repeat the postcode more slowly, please?

Saying numbers clearly.

In customer service, it is better to say each digit separately, especially for:

• order numbers: five eight four two three nine
• phone numbers: zero seven nine eight three…
• postcodes: S W one four B P

You can group numbers slightly to help memory, but avoid running them together so the customer cannot hear.

Mini strategy for numbers.

1. Listen once and write quickly.
2. Repeat back what you heard: So that is…
3. If you are not sure, ask again: Sorry, could you say that again more slowly, please?

Now you will listen to a short part of the call where Maria gives her postcode, mobile number and delivery date. Your task is to write these details in a clear note.

Practice & Feedback

Listen to the audio carefully. You will hear Maria give three pieces of information:

• her postcode;
• her mobile phone number; and
• the delivery date for her order.

Write a short note as if you are updating the order in your system. Use one line for each item, for example:

• Postcode: …
• Mobile: …
• Delivery date: …

Focus on getting every digit correct. If you miss something the first time, listen again. Do not worry about capital letters in the postcode, but try to keep a clear layout. When you have written your three lines, type them below. I will check your numbers and the date, and then give you a model version to compare.

4. Repeating and confirming customer details.

You have now collected several important details from Maria: her name, order number, email, postcode, phone number and delivery date. The next professional step is to **confirm** that you have written everything correctly. Good agents do not just hope they heard well; they actively check. In this part of the lesson, we will focus on short confirmation phrases you can use after you write the details. These phrases are also useful at a busy service desk, not only on the phone. On the screen you will see some examples such as “Let me read that back to you” and “Did I get that number right?”. You will also see how to ask the customer to repeat or slow down without sounding rude. After that, your task will be to write two or three confirmation sentences based on some details I give you. Imagine you are talking to the customer and you want to be one hundred percent sure that the information in your system is correct.

Why confirmation is important.

When you are busy, it is easy to make small mistakes: one wrong digit, one wrong letter. If you confirm details, you can correct errors immediately instead of causing bigger problems later. Confirmation also shows the customer that you are careful and professional.

Common confirmation phrases.

Here are some natural phrases agents use to check details:

• Let me read that back to you.
• Did I get that number right?
• Just to check, you said it started yesterday, is that right?
• So that is Maria Lopez, is that correct?

You can build simple confirmation sentences like this:

> So that is [detail], is that right?

Examples:

> So that is order number five eight four two three nine, is that right?

> So your postcode is SW1 4BP, is that correct?

Asking for repetition politely.

Sometimes you still miss information. Instead of saying just What? or Again, use soft, polite phrases:

• Sorry, the line is a bit noisy. Could you repeat that more slowly, please?
• I am afraid I did not catch the last part. Could you say the postcode again, please?
• Let us go through that one more time, just to make sure.

These phrases are useful both on the phone and face to face at a counter.

Your turn: build confirmation sentences.

Below you will see some raw details from Maria’s case. Imagine you are speaking to her. Your job is to write two or three full confirmation sentences using the patterns above. Focus on clear, polite English, not on inventing new information.

Practice & Feedback

Read the details below. They are the information you have written in your system for Maria Lopez.

• Name: Maria Lopez
• Order number: 584239
• Postcode: SW1 4BP
• Mobile: 07983 245 610

Imagine you are still on the phone with her. Write 2–3 confirmation sentences as if you are reading the details back. Use the phrases from the block, for example “Let me read that back to you” or “So that is…, is that right?”.

You do not need to include every detail in one sentence. You can choose what to check, but make sure your sentences sound polite, clear and natural. When you finish, type your sentences below. I will check your language, highlight good phrases and suggest more natural options if necessary.

5. Live chat style: collecting booking details.

So far, all our examples have been on the phone. However, many customer service teams now use live chat as well. The skills are very similar: you still need to ask for names, reference numbers and contact details, but you do it in writing. In this block, you will practise writing short chat messages that collect and confirm customer details in a friendly way. The situation is still BrightElectro, but this time a customer starts a chat instead of calling. The customer’s name is again Maria Lopez, and she wants to check a booking for an in‑store repair. On the screen, you will see a model chat between an agent and a customer. Notice how the agent keeps each message short, polite and clear, and asks for one piece of information at a time. After you read the example, you will write your own mini chat from the agent’s side. This is a great chance to combine all the language from earlier blocks: polite questions, spelling checks, and simple confirmation phrases.

From phone to chat.

In chat, you cannot use your voice, but you can still sound friendly and professional. Short, clear messages help the customer answer quickly and reduce mistakes.

Here is a model chat from BrightElectro’s repair service. The customer wants to check a booking for a phone repair.

> Agent: Good afternoon, BrightElectro repair chat. My name is Daniel. How can I help you today?

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> Customer: Hi, I have a booking for a phone repair tomorrow and I want to check the time.

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> Agent: Of course, I can help with that. Could I have your full name, please?

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> Customer: It is Maria Lopez.

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> Agent: Thank you, Ms Lopez. Can you give me your booking reference, please?

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> Customer: Yes, it is BKG dash seven seven six five.

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> Agent: Thank you. So that is BKG-7765, is that right?

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> Customer: Yes, that is correct.

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> Agent: Great, and could you confirm your email address for me?

Notice how the agent:

• uses a short greeting and introduction;
• asks for one detail per message;
• repeats the booking reference in a clear, written format;
• uses please and thank you to keep a polite tone.

Useful chat phrases.

• Good morning/afternoon, [company] chat. My name is [name].
• Could I have your full name, please?
• Can you give me your booking reference, please?
• Thank you. So that is [reference], is that right?
• Could you confirm your email address / phone number for me?

Now you will write your own mini chat as the agent, asking Maria for her details and confirming one of them.

Practice & Feedback

Imagine you are the agent in a live chat for BrightElectro’s repair service. A customer, Maria Lopez, has started a chat to check her booking. Your job is to collect and confirm her details.

Write 5–7 short chat messages from the agent’s side only. Do not write the customer’s replies; I will imagine them. In your messages:

• start with a short greeting and introduction;
• ask politely for Maria’s full name;
• ask for her booking reference (use BKG-7765);
• ask for her email address;
• confirm at least one detail using a phrase like So that is…, is that right?.

Keep each message on a new line, as in a real chat. Use simple, clear sentences. When you are ready, type your agent messages below. I will reply as the customer briefly and then give you feedback on your language.

6. Final task: full record of customer details.

You have worked step by step through the different skills for checking customer details: asking for names and reference numbers, spelling surnames and emails, confirming postcodes and phone numbers, and reading details back to the customer. In real life, all of this happens inside one contact, and at the end you often need to write a short internal note so your colleagues can see exactly what happened. In this final block, you will bring everything together. You will listen to a longer part of the call with Maria Lopez. She explains the problem with her headphones, and you hear all the key details you have practised in this lesson. While you listen, imagine you are the agent. After listening, your task is to write a clear, simple case note in English. Any colleague should be able to read your note and quickly understand who the customer is, which order we are talking about, how to contact her, what the problem is, and what we agreed to do. Do not worry about writing beautiful sentences; focus on including all the important information in a tidy and accurate way.

Internal notes: what do colleagues need?.

At the end of a call, your colleague does not need the whole conversation. They only need key facts:

• Who is the customer?
• Which order or booking is it?
• How can we contact them?
• What is the main problem?
• What action did we take?
• What are the next steps, if any?

A short, clear note saves time and prevents mistakes.

Example of a good case note.

> Customer: James Carter

> Order: 771945 (wireless mouse)

> Contact: james.carter21@example.com, 07455 903 112

> Issue: Item not working, does not turn on. Problem started 10 March 2025.

> Action: Offered replacement under guarantee, customer accepted.

> Next step: Warehouse to send replacement, delivery expected within 3–5 working days.

This note is short, but any colleague can understand the situation quickly.

Your final task.

Now you will listen to a longer part of the call with Maria Lopez about her headphones order. You will hear:

• her name;
• her order number;
• her email and mobile phone;
• her postcode;
• what is wrong with the product;
• what solution the agent offers.

Your job is to write a similar internal note for Maria’s case. Use clear labels like Customer, Order, Contact, Issue, Action, Next step. Try to write 4–6 short lines. Focus on including the correct details more than on perfect grammar. A colleague should be able to open the file, read your note in a few seconds and understand exactly what happened.

Practice & Feedback

Listen to the full call carefully. While you listen, take quick notes on paper or in your head. After listening, write a short internal case note for your colleagues.

Include the following information:

• Customer name
• Order number
• Contact details (email and mobile)
• Postcode
• Main problem with the headphones
• What you, the agent, agreed to do

Write your note in 4–6 short lines, using simple labels such as Customer:, Order:, Issue:, Action:. You do not need to write full paragraphs or greetings. This is an internal note, not an email to the customer.

When you finish, type your case note below. I will check that you included the key information from the call and help you make the English clear and professional.