General English Level 6 V 3
UNIT 05 Business matters TOPIC 01 A complaint
Speaking SPEAKING 05 Complaining and handling complaints
1 Listen to the conversation.
2 Practise saying the lines. Use the Pause button.
3 Then listen to Steve's lines and practise saying Rose's lines.
4 Finally, listen to Rose's lines and practise saying Steve's lines.
There is no money in Rose Anderson's bank account, and there should be. She calls the bank to complain.
Steve:
Hello. Pacific Banking, Steve speaking. Can I help you?
Rose:
I certainly hope so! This is the third time I've rung, and my problem still hasn't been fixed.
Steve: Oh! What's the problem?
Rose: Well, my name is Rose Anderson, account number 55567892. I am supposed to have money transferred into my account every Monday. It's Thursday and the money still isn't there!
Steve: Let me get your details up on the computer. Mmm. Yes, you're right. We appear to have made a mistake.
Rose: I'm fed up! I haven't even got any money to eat lunch. It's embarrassing having to ask your colleagues for money, you know!
Steve:

I can certainly understand why you're angry, Rose, and I do apologise for our mistake. I'll fix that right away for you ... Right, the money is in your account now.

1 Listen to the conversation.
2 Practise saying the lines. Use the Pause button.
3 Then listen to the shop assistant's lines and practise saying David's lines.
4 Finally, listen to David's lines and practise saying the shop assistant's lines.

David has bought a new CD player, but there are a few problems with it. He takes it back to the shop to complain.
Shop assistant:
Good morning. Can I help you?
David:
I sure hope so! I bought this CD player here last week, and there are a few problems with it.
Shop assistant: Right. Let's have a look at it.
David: OK, well, firstly the CD drawer opens and closes too quickly - it's really annoying. The sound is also bad, and the Rewind button doesn't work.
Shop assistant: OK, well, I can put that in for repair for you and it should be back in about three weeks.
David: Three weeks? I'm sorry, but that is completely unacceptable. It was a new CD player. It should have worked.
Shop assistant: Yes, I see what you mean. How about I talk to my manager and see if I can give you another CD player? Or would you prefer a refund?
David: I'd like another CD player - as long as it's not the same brand!

Now go to the Activities menu and choose another topic.