Work in pairs. Role play the following telephone complaints. Use the expressions from the lesson and additional vocabulary in the chart below.

 

1. One of you is the Purchasing Manager for a power tools manufacturer. The other is

 

 

a supplier of components. Purchasing Manager rings the supplier to complain about some electric motors (order No. PV205) which have a number of defects (don't fit, not up to usual standard, etc.).

 

2. One of you is the Purchasing Manager at a Russian company producing canned foodstuffs. The other is the supplier of tinplate sheets, JFE Steel Corporation (Japan). Purchasing Manager rings the supplier to complain that the tinplate sheets he had ordered arrived in a wrong size (Order No. ….). Consult their site for details www.jfe-steel.co.jp.

 

3. One of you is the Purchasing Manager at a Russian clothes making plant. The other is the supplier of sewing equipment, Bernina Holding AG (Switzerland). Purchasing Manager rings the supplier to complain that the order arrived incomplete (Order No. ….). Consult their site for details www.bernina.com/naviinfo-n1-sEN.html.

 

4. One of you is the Purchasing Manager at a Russian clothes making plant. The other is the supplier of special fabrics produced by Fabric Warehouse Inc. (USA). Purchasing Manager rings the supplier to complain that some of the fabrics he had ordered arrived in wrong colours (Order No. ….). Consult their site for details www.fabricwarehouseinc.net.

 

5. One of you is the Purchasing Manager at a chemical plant in Russia. According to the new industrial safety standards it is necessary to install additional climate control devices at the shop floor and the laboratories. The other is the supplier of thereof, All Seasons Hire Ltd. (UK). Purchasing Manager rings the supplier to complain about some electric motors (order No. PV205) which have a number of defects. Consult their site for details www.allseasonshire.eu.

 

Tips for the supplier:

 

· Deal tactfully with the complaint.

 

· Show understanding.

 

· Get the facts.

 

· Promise action.

 

 

COMPLAINING DEALING WITH COMPLAINTS

 

Making the complaint Showing understanding

 

I'm ringing to complain about... Oh dear! Sorry to hear that.

 

I'm sorry, but I'm not satisfied with... Mmm, I see what you mean.

 

Unfortunately, there's a problem with... I'm sorry about the problem/delay.

 

Explaining the problem Getting the facts

 

The CD player doesn't work. Could you give me some details, please?

 

There seems to be a problem with... What happened exactly?

 

We haven't received the... What's the problem exactly?

 

Insisting Making excuses / denying

 

It really isn't good enough. responsibility

 

I'd like to know why... It's not our policy to replace items.

 

It's not our fault that it hasn't arrived.

 

I'm afraid that's not quite right.

 

Threatening

 

If you don't replace the product, I'll complain to the manager.

 

If you can't deliver on time, we'll have to contact other suppliers.

 

Promising action

 

OK, I'll look into it right away.

 

I'll check the details and get back to you.

 

 

Revision

 

1. There are three mixed up telephone calls. Sort them out and rewrite them:

This is Sara speaking.

I’m sorry, but you have the wrong number.

No. She went out for lunch. Can I take a message? No, it’s 736-3224.

Hello. Is Jenny there please? Hello. Is Sara there please? Hi is Kevin there please.

Hi. Sara. My name is John I’m calling about the ad in the newspaper. She just stepped out.

Is this 736 –2334?

Yes, tell her to call Dave please. Will she be back soon?

Telephone - Connecting Quiz. Choose the one correct answer.

 

1) When you telephone a company the person answering the phone may ask you a question. Which is the correct question?

 

a) Who’s calling please? b) Who calls? c) Who it is? d) Who called?

 

2) Which phrase means the same as ‘hang on a moment?’

 

a) Just a second b) I’ll put you on c) Go ahead d) I’m ready

 

3) Choose the correct word: “Please ……. and I’ll put you through.”

 

a) stop b) stay c) talk d) hold

 

4) What is the expression used to connect two people on the telephone?

 

a) I’m sending you through b) I’m putting you through

 

c) I’m calling you through d) I’m talking you through