VIDEO 8 DEALING WITH PROBLEMS
there was a problem with a photocopier machine and the client want to replace the machine, the suplier have to agree, but they have a little problem because they wasnt have in stock, he call with she and explain the problem.
VIDEO 9 VISIT AND TRAVEL
The video is about a woman that made a reservation in a hotel for a single room, but when she arrive the hotel the receptionist said: i dont have any reservation with your name.
suddenly a friend arrive to a loby and he said that he change a reservation for a suite, the receptionist check in the system but he had a wrong with the date.
VIDEO 10 MARKETING
the video is about marketing in a company swatch.
they have the best plan of marketing, because they have a good comunication and control.
the company have a differnts style of watches. one for each kind of person.
martes, 22 de febrero de 2011
viernes, 4 de febrero de 2011
8.3 COMPLAINING AND APOLOGIZING
B) Complete each sentence. Then decide what to write in your reply to each as if it was your fault in each case.
1.Ring.... Ring….
2. Ring ring 3. Ring.. ring
Hotel: Good morning, this is Luz Maria what can I do for you?
4. Ring... ring..
1. we are concerned that the order we placed by letter on 8 June may have got lost in the post. Could you please inform us if you got the order?
REPLY
we are very sorry because we lost it. please accept our apologies.
2. The order has not yet arrived at our warehouse, even though we received advice of shipping from you ten days ago. Would you explain us what happened with our items?
REPLY
we are very sorry about the delay.we will investigate what happend. please accept our apologies.
3. according to your scale of charges the price of a single room with bath is $55 including tax. However, on checking my account later I discovered that was charged $69.50 per night. Will you please charge me the right amount quantity?
REPLY
please accept our apologies for the mistake. we have a problem with system.
4. our order was for 80 boxes containing 144 items each. Each box we have opened so far contains only 100 items. Will you please tell us what happened with the 44 missing items?
REPLY
We wish to apologize for the mistake, but we will send you the missing items.
Exercise C: Now imagine that the four problems in B are being discussed on the phone.
place International: Good morning, this is Luz Maria what can I do for you?
Multiplex: Hi Luz Maria, good morning. This is Robinson from Multiplex, we are concerned that the order we placed by letter on 8 June may have got lost in the post. Could you please inform us if you got the order?
place international: we are very sorry because we lost it. please accept our apologies.multiplex: Ok, I will send the order again.
place International: Ok. And once again, we are very sorry.
place International: Good morning, thank you for calling to Zenith International, this is Luz Maria what can I do for you?
Multiplex: Good morning. I’m calling from Multiplex. the order has not yet arrived at our warehouse, even though we received advice of shipping from you ten days ago. Would you explain us what happened with our items?
place international: we are very sorry about the delay.we will investigate what happend. please accept our apologies.Multilex: ok.
Hotel: Good morning, this is Luz Maria what can I do for you?
Customer: Good morning. i need to talk to you about something...according to your scale of charges the price of a single room with bath is $55 including tax. However, on checking my account later I discovered that was charged $69.50 per night. Will you please charge me the right amount quantity?
Hotel:please give me a second, let me check the charge. could you tell me your name?
Customer: Sure, I’m Jerry Hamson
hotel: please accept our apologies for the mistake. we have a problem with system.Customer:It’s perfectly all right
place International: Good morning, this is Luz Maria from place international, what can I do for you?
aeroplex: Hi good morning. I’m sorry for the inconvenience but our order was for 80 boxes containing 144 items each. Each box we have opened so far contains only 100 items. Will you please tell us what happened with the 44 missing items?
place International: We are very sorry about that. We sent you the wrong order.
We wish to apologize for the mistake, but we will send you the missing items.aeroplex: That’s right.
VOCABULARY. PRACTICE VIDEO 8 DEALING WITH PROBLEMS
VOCABULARY
Replacements: new goods to relace the faulty
warranty: guarantee, written promise to repair or replace faulty goods.
It’s up to you to sort it out: It’s your responsibility to find a solution.
A service issue: The responsibility of the service department.
Being Professional: Behaving in a responsible or professional way.
Odd: Strange
Priority: Most important
Extension: Extra period of warranty
Faulty parts: parts that are broken or don´t work.
Clear this with me: Get my agreement.
In stock: Available now.Practice Video 8 Dealing with Problems
- Jim has to do something. What do you think he should do?
- What does Liz want Microflex to do?
- What do you think is going to happen?
8.2 Watch 8.2 and then discuss these questions:
- in this case, who do you side with, Jim or André?
- Who has to find the solution?
- What kind of relationship do Jim and André have?
They are colleagues
- How should they behave when working together?
8.3 Watch 8.3 and discuss these questions:
- Is Liz convinced by what Jim says? Why/ why not?
maybe she is not convinced, because the machine doesn’t work
- What solution do you think Jim will suggest?
He is going to suggest replacing the machine.
- Do you think André will support this solution?
8.4 Watch 8.3 and discuss these questions:
- What are they going to do now?
They will have to apologize
- Jim has to phone Liz and tell her the bad news. What should he say to her?
He should apologize and tell her they don’t have any other machine in stock.
- What do you think she will say to him?
She will tell him that she wants a solution soon.
- What do you think will happen in the end?
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