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. 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. 

1.Ring.... Ring….

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.

2.  Ring ring

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.

 

3. Ring.. ring
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

 

4. Ring... ring..

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.