screen - part of a computer where the information appears, abroad - in or to a foreign country, bill - written list showing how much you have to pay for services you have received, busy - when calling someone on the phone and they are already speaking to someone else, query - express doubt about whether something is true or correct, inquiry - question you ask in order to get information, put (someone) on hold - when a person is asked to wait on the telephone, put (someone) through - connect a caller to the person they want to speak to, roaming charge - money you have to pay to use your mobile phone in a di erent country on a di erent network, account - arrangement that you have with a company, which allows you to buy goods or use a service now and pay for them later, anxiety - the state of feeling nervous or worried that something bad is going to happen, complaint - a statement that somebody makes saying that they are not satisfied, request - the action of asking for something formally and politely, queue - a line of people, cars, etc. waiting for something or to do something, empathy - ​the ability to understand another person’s feelings, experience, etc., assistance - help or support, reduce - to make something less or smaller in size, quantity, price, etc., script - a written text of a play, film, broadcast, talk, etc., charge - the amount of money that somebody asks for goods and services, luggage - bags, cases, etc. that contain somebody's clothes and things when they are travelling, internet (service) provider - a company that provides you with an internet connection and services such as email, airline - ​a company that provides regular flights to take passengers and goods to different places, assertiveness - ​the quality of expressing opinions or desires in a strong and confident way, so that people take notice,




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