Lesson 20: Complaining (18-25 minutes)

Transcription

1 Main Topic 2: Business Interactions Lesson 20: Complaining (18-25 minutes) Today, you will practice your Reading and Listening Skills as you study texts related to COMPLAINING. I. READING Exercise 1: What s missing? (5-6 minutes) Read the following LETTER OF COMPLAINT carefully. Choose the best word that would fill in the blanks. Exercise 2: Reading Check-up (3-4 minutes) Ms. Sue Castillo Consumer Complaint Division ACS Technology Corporation April 15, 2010 Dear Ms. Castillo, I bought an S209 camera from your company with a receipt number last April 13 and I would like you that the item has a defective chip since it displays black or distorted color images 1.a. inform b. informs c. informed d. to inform and there is no way for me to recover the photos I took because of the defect. I have been your customer for several years now and this is the first time that I have been so with your product. I would like to request for a refund within one week since it is 2. a. disappointed b. saddened c. satisfied d. failed stated in your warranty card that dissatisfied customers can return the product and can receive a full refund. I am enclosing the copies of the receipt as well as the for immediate action. 3. a. usb card b. grade card c. memory card d. warranty card Thank you. Sincerely, Mark Morgan New Jersey Page 1

2 Answer the following questions based on the previous text. 1. What was Mark Morgan s complain to the Consumer Service Department? 2. According to the letter of complaint, what is stated in the warranty card of the customers? Exercise 3: Compare and Connect (3-5 minutes) Read the following LETTER OF RESPONSE and try to answer the questions that follow. Mr. Mark Morgan New Jersey April 16, 2010 Dear Mr. Morgan, On behalf of ACS Technology Corporation, please accept my sincerest apology for the inconvenience we have caused you for buying the defective camera. I want you to know that your satisfaction is extremely important to our company. For this reason, I will promptly accept your return and send you a check in the amount of $990 upon receipt of the camera. Based on our company s policy, we need to deduct a 10% restocking fee so we cannot return the exact amount of $1,100. I hope you understand. As a way of expressing our gratitude for your valuable feedback, I am enclosing a 25% discount coupon which you can use in buying any of our products in the future. I am looking forward to your continued feedback and support. Sincerely, Ms. Sue Castillo Consumer Complaint Division ACS Technology Corporation Questions: 1. How did Ms. Sue Castillo start her letter? 2. What did Ms. Sue Castillo enclose in the letter to Mr. Morgan as an expression of gratitude for his feedback? 3. What do you think will Mr. Mark Morgan feel after reading this letter? Page 2

3 II. LISTENING (1-2 minutes) Exercise 1: What s in the photo? Study the following picture carefully. Then listen to the audio clip that follows. Question: Which of the following statements is true about the picture? AUDIO 1 cdn.rarejob.com/material/intermediate/toeic/audio/toeic2mc_020.mp3 Exercise 2: Fill in the details (3-4 minutes) Listen to the following audio clip once then try to answer the exercises that follow. AUDIO 2 cdn.rarejob.com/material/intermediate/toeic/audio/toeic2convo_020.mp3 Page 3

4 Read the following sentences carefully. Try to supply the missing word or phrase based on the listening clip. 1. What are their? 2. Most of them said our cameras have chips. 3. The of our company is in trouble. CHOICES: defective cameras complaints reputation Exercise 3: Answering Questions (3-4 minutes) Read the following questions about the audio clip then choose the best answer from the four choices. You may opt to listen to the clip one more time with your tutor. 1. What department does Ms. Castillo work for? a. Production Division b. Finance Division c. Consumer Complaint Division d. Marketing Research Division 2. What product do the customers complain most about? a. camera b. laptop c. television d. refrigerator 3. Why does Ms. Castillo worry about these complaints? a. The customers will be sad about it. b. The customers will bad-mouth the company. c. The customers will all receive full refund. d. The customers will have a bad image of the company. Page 4

5 4. If Mr. Gordon is in charge of checking their supplier s raw materials, what could be his work? a. He is a marketing specialist. b. He is an accountant. c. He is a finance analyst. d. He is a quality assurance manager. 5. What will the company do before the defective camera problem gets worse? a. It will answer all the complaints. b. It will just wait and do nothing. c. It will do product recalls. d. It will introduce a new product. Page 5