CCI20100508000

3 Dealing with complaints

1 i-Ł^Łi Listen to the phone dialogue from a customer with a complaint. Complete the Complaint Form.

Datę and tlme of cali 10.45 2008/02/25

Name oi customer    Q.051f.0Ck:

Order number

Description ot goods j)v D

20S6

Model number

Details ot complaint    _u tf

Solution otfered (^reptece □ repair {3refund Oreduce

Customer response g] accept □ reject

Match six dialogu es to six of the damaged articles.

2: C 3: L. 4: Q. 5:J_ 6:_fcL_

36

7

Services

Dear Ms Jensen,

(1) "lLUJ-LLcjs._UiiL

t

U.

ot

(2) (3v--.pU^ screen that you purchased at our storę.

your letter of 28th February the portable TV with 18 mm-wide

(3)

was

apiv< h \a+h\ that the left-hand side of the case

cracked And that the screen was broken. (4) we do not have any similar TVs (5) IM    as this model isj

no longer madę. (6)    —, (7) l^{1 2} im plrr.U i

we will give you (8)& fuli rthi. J of the (9) p\'U,W.K- . y ' ^r ( 10) U pH² [Sr ²"^r ' f.bts has caused, especlally sińce 3 took It with you on holiday expecting to use it.

(11)    piiaJ    J* to contact me if you have any

ąueries about the refund.

(12)    V^łi 1 i S

Tom Bryars Storę Manager

/

you

1

3 Reply to a letter of complaint, using the phrases in the box.

complaining about / Ho\vev€n /1 am pieased to-mform you /Jap-sorryto hear

2

apologise fortheJnconvenięnce / instock/purchase price / Pleasedo-ndfhesitatę Thank you for / Unforturtately, / Your^-sifłćerely, 7 a fulUefońd