Quoting reference numbers and serials accurately
CEFR: B2
Read/Listen first
“Tech support, Priya speaking.” — “Hi, my monitor shows an error. The serial is S-N four three nine dash A.” — “Thanks. Could you read it again, two characters at a time?” — “Sure: S-N, four-three, nine, dash, A.” — “Great. I’ll note ‘dash’ as a hyphen. Is the model number case-sensitive?” — “Yes: model q-two ten uses lowercase q.” — “Understood. I’ll email a return label. Could you confirm your company domain?” — “It’s westbrook underscore media dot io.” — “Let me read it back: westbrook underscore media dot io. Finally, what’s the ticket ID?” — “TKT zero seven five two.” — “Thanks. I’ll attach troubleshooting steps and a timeline. You’ll receive a confirmation in two minutes.”⚡ Learning goals
- Spell, confirm, and correct information clearly over phone or email.
- Politely request repetition and clarify capital/lowercase, hyphens, and underscores.
- Check back important details like names, postcodes, and reference codes.
✨ Key language
- “Let me spell that for you…” “Let me spell that for you: capital A, then two es.”
- “Could you repeat the last part?” “Could you repeat the last three digits?”
- “Did you say hyphen or underscore?” “Is that a hyphen or an underscore?”
⚙️ Rules & Grammar — 4 Structures
1️⃣ Chunking sequences for clarity
Rule: Group characters into pairs or trios to reduce errors.Examples: Read two characters at a time; Pause between groups; Confirm each chunk
Common pitfall + fix: Running long codes together — Chunk and pause clearly.
What improves long-code accuracy?
Tip: Short groups are easier to verify.
Fill with the best answer: Please read the serial in _____ of two.
Tip: Use the plural noun.
2️⃣ Hyphen vs dash terminology
Rule: Record spoken ‘dash’ as a hyphen in systems.Examples: Say ‘dash’, type ‘-‘; Clarify symbol names; Confirm final entry
Common pitfall + fix: Entering the wrong symbol — Map terms before saving.
Which symbol is typed for ‘dash’?
Tip: A hyphen joins items; dash is spoken.
Fill with the best answer: Type a _____ between nine and A.
Tip: Use the standard name for ‘-‘.
3️⃣ Case sensitivity policy
Rule: Ask whether fields are case-sensitive and record exact case.Examples: Lowercase q in model; Uppercase ticket prefix; Case-sensitive domains exist
Common pitfall + fix: Changing case automatically — Confirm and preserve the given case.
What should you do with case-sensitive fields?
Tip: Never alter user-provided case.
Fill with the best answer: The model uses _____ q, not capital.
Tip: Keep the letter exactly as stated.
4️⃣ Structured closing
Rule: Summarize actions and timing before ending a call.Examples: Attach steps and timeline; Send confirmation email; Quote ticket ID
Common pitfall + fix: Ending without next steps — State what will happen next.
Which closing shows next steps?
Tip: A good closing explains the plan.
Fill with the best answer: You’ll receive a confirmation in _____ minutes.
Tip: Keep it specific and short.
✍️ Vocabulary
case-sensitive
Meaning: letters must match uppercase/lowercase exactlySynonyms: case dependent, exact case
Chunk/Idiom: case-sensitive field
Example: Is the field case-sensitive?
Morphology: adj.
Self-practice: List three case-sensitive items at work.
serial number
Meaning: unique code printed on a productSynonyms: device ID, S/N
Chunk/Idiom: read the serial number
Example: Read the serial number slowly.
Morphology: noun
Self-practice: Practice chunking one long serial.
underscore
Meaning: low line used in namesSynonyms: low dash, underline
Chunk/Idiom: underscore in domain
Example: Use one underscore only.
Morphology: noun
Self-practice: Spell two domains with underscores.
timeline
Meaning: planned sequence of actions and datesSynonyms: schedule, plan
Chunk/Idiom: share a timeline
Example: I’ll share a troubleshooting timeline.
Morphology: noun
Self-practice: Sketch a repair timeline briefly.
chunk
Meaning: group of items processed togetherSynonyms: group, block
Chunk/Idiom: read it in chunks
Example: Read the code in chunks.
Morphology: noun/verb
Self-practice: Chunk a number into pairs.
hyphenate
Meaning: connect with a hyphenSynonyms: dash, join
Chunk/Idiom: hyphenate the suffix
Example: Hyphenate nine and A.
Morphology: verb
Self-practice: Say when to hyphenate a model.
☁️ Examples (+ audio)
Please read two characters at a time.
Type a hyphen, not a slash.
The model uses lowercase q.
You’ll get a confirmation shortly.
✏️ Exercises
Grammar
Best technique for long codes?
Tip: Chunking reduces errors.
Which symbol is correct for ‘dash’?
Tip: Map spoken terms to symbols.
Fill with the best answer:
The ticket ID starts with _____ TKT.Tip: Prefixes are often uppercase.
Fill with the best answer:
The email will arrive in _____ minutes.Tip: State exact timing.
Vocabulary & Comprehension
Which item is a unique device code?
Tip: Devices carry S/N labels.
Which word means letters must match case?
Tip: Sensitive = must match exactly.
Fill with the best answer:
Use one _____ in the domain name.Tip: It’s the low line character.
Fill with the best answer:
We will _____ the two parts with a hyphen.Tip: Verb meaning ‘join with a hyphen’.
✅ Guided practice
Mini-dialogue:
A: Could you read the serial again in pairs?B: Sure: S-N, forty-three, nine, hyphen, A.
A: Thanks. I’ll confirm the ticket ID next.
Why this matters:
Chunking cuts transcription errors. Exact case prevents login failures. Clear next steps reduce anxiety.Verb & Adjective Pack:
confirm — Confirm each chunk before moving on.map — Map ‘dash’ to ‘hyphen’ when typing.
summarize — Summarize actions at the end.
Try & compare:
Fill with the best answer: Type the symbol between nine and A: _____
Tip: Use the standard name of ‘-‘.
Self-correction: Fix the sentence: model Q210 is case sensitive.
Tip: Keep ‘q’ lowercase; hyphenate the adjective.
Practice aloud: Listen, repeat, then type the sentence.
I will email a return label and next steps.
Tip: Keep your tone reassuring and firm.