Business Vocabulary Builder. (Деловой английский: лексика). Корухова Л.В - 63 стр.

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1 Can companies outsource and still maintain quality?
2 Can companies do everything in-house and remain competitive?
3 What methods can companies use to maintain quality in:
a food production? b hotels? с airlines? d banking?
Skills
Telephone complaints
Read the dialogue.
CSR=Customer Service Representative, TG=Teresa Green
CSR Good afternoon. Electrical Goods Department.
TG Hello. This is Teresa Green. I'm calling about DVD player I bought from you a
few weeks ago. Unfortunately there's a problem with it.
CSR I'm sorry to hear that. What seems to be the problem?
TG It doesn't work.
CSR Could you give me some details, please?
TG Well, the eject mechanism's not reliable. Sometimes it works, and sometimes it
doesn't.
CSR Can you bring it in? Then we can look into the matter and we'll probably send
the machine back to the manufacturer.
TG I'm sorry but I'd prefer to exchange it.
CSR I'm afraid it's not policy to replace items. We'll send it back to the
manufacturer for repair.
TG Well, that's not really good enough. I'd like a different make and I don't mind
paying a little more for a better model.
CSR All right then. Bring the machine in and we'll see what we can do for you.
Answer these questions.
1 What is the customer's complaint?
2 What solution does the customer service representative suggest?
3 What solution does the customer want?
4 How does the call end?
One of you is the Production Manager for a power tools manufacturer. The
other is a supplier of components. Role play the following telephone call. Use the
phrases from the Useful language box below.
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