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Abigail: Well, you know, I think that 3% on top of the usual annual rise with inflation
isn't too much to ask.
Mark: Three per cent... Hmm. Right, well, as you know, I can't just give you a pay
rise immediately, just like that. I'll have to discuss it with the other managers here
And, as you can imagine, there aren't unlimited funds available for things like this.
But you might be pleased to hear that we are having a pay review meeting very soon
and I'll make sure we discuss your request then.
Abigail: Okay, fine. Should I put this request in writing as well? So we all have a
record
Listen
Text 4.4
Difficult clients
Useful Phrases
You can explain to me what actually is the problem...
Can I take your name?
I understand you are having a few problems
Would you like to just explain from the beginning what's happened?
I'm sorry for that wait
I don't know what the problem was
As you can imagine...
I'm sorry about this, Mr Anderson
I can actually look into that for you ...
I'm sorry for the inconvenience
I can assure you
Let me check for you
Transcripts
Angela: Hello, I'm Angela, I'm the customer services manager. Would you like to
come
with me and come and take a seat and you can explain to me what actually is the
problem?
Alison: Okay, okay, fine.
Angela: Can I take your name?
Alison: Yes, my name's Alison.
Angela: Okay. Alison, if you'd like to make yourself comfortable. As I said, I am the
customer services manager and I'd like to help you. I understand you are having a
few problems. Would you like to just explain from the beginning what's
happened?
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