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Alison: Well, yes. I've just come back from one of your holidays. I went to Crete, in
Greece, got back last week and the whole thing was a disaster.
Angela: Would you like to just explain from the beginning what's happened?
Alison: Well, yes. To start with, when we got to the airport in, in Crete, we had a
twohour wait on the coach, I think there was a delayed flight or something,
and...and...
Angela: .. .Right, that's quite possible...
Alison: ...Yes... And I just can't work out why you didn't take us to our hotel and
then come back to the airport to pick up the people from the delayed flight.
Angela: Right, I'm sorry for that wait. I don't know what the problem was. You
mentioned a delayed flight there. As you can imagine, you probably weren't the
only family on the coach waiting, and to ferry people to and from resort to the
airport would have been a lot of extra work and they like to try and keep
everybody together who are going on the same flight. I can actually look into
that for you ...
Karen: Hello!
Mark: Hello, can I speak to despatch, please?
Karen: You're through to despatch.
Mark: Right. Well, I phoned two days ago to say that I hadn't received delivery of
my order and I'm ringing again to say it still hasn't arrived.
Karen: Can I just take your name please?
Mark: Yes, it's Mark Anderson.
Karen: Ah! I think there's been a problem with that order, Mr Anderson.
Mark: What kind of problem?
Karen: Oh, I don't know offhand. Let me check for you. Yes, part of the order
didn't arrive here at the depot, so I couldn't send it out until we'd received
everything.
Mark: Well, surely that was your problem to sort out without my having to call you
back - again. I did phone and draw your attention to this a couple of days ago. Look, I
placed this order weeks ago. I'm sorry, it's just not good enough.
Karen: Yeah, I'm sorry about this, Mr Anderson. I'm sorry for the
inconvenience, but I can assure you we'll do everything we can to send it out to you
today.
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