Tham khảo tài liệu 'telephone english phần 7', ngoại ngữ, ngữ pháp tiếng anh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | 29 Complaining and handling complaints Complaining 51 Listen to a complaint and complete the notes in the flowchart. Say what the main complaint Is was late and incomplete. plain effectively How to c Say what you want We need them Describe what happened We it yesteiday and there was only the order Complete sentences 1-10 with these irregular verbs in the past simple. be break buy cost get give have make pay send 1 VC hen we opened it there only half the order. 2 I m calling because one of the items as soon as I used it. 3 It s in connection with the software we in your shop last week. 4 1 three hundred pounds to have it fixed and it still doesn t work. 5 We didn t anything delivered this morning. 6 What do you mean I don t have a room I a reservation. 7 It me a fortune to transport it and you damaged everything inside. 8 1 only called this morning about the problem because 1 didn t time yesterday. 9 Your technician me a new part but it doesn t fit. 10 Are you sure you the replacement 62 Commercial ohi ie calls Handling complaints Match the techniques for handling complaints on the left with the phrases from the listening on the right. 1 Show you re listening. 2 Show you understand. 3 Ask a question to clarify. 4 Restate the problem. 5 Apologize. 6 Propose action. . 7 Explain action. a Let me see what I can do about this. b Do you have a reference number for it c I see. d PH call our warehouse. e So the order was a week late . f I m sorry but . g I understand. D 52 Another useful technique for handling complaints and keeping customers is to make a follow-up call. Listen to this follow-up call on Mr Sevin s answer machine a week later. Write in the phrases for apologizing. Hello. This is Mr Sevin. I 1 Leave a message after the tone. I m unable to get to the phone right now. Hello Mr Sevin. This is Karl at Moran Machinery. I spoke to you a few days ago about a problem with a delivery. I m 2 for the mistake and I hope you ve received the rest of the items. As 1 say I 5
