C. – Customer, S. – Supplier
C.:We called you yesterday morning about the network you installed. I’m afraid that it’s still not working correctly.
S.:Oh, that’s strange. I asked our service team to send a technician to take care of it immediately. Somebody should have fixed the problem yesterday.
C.:Well, I haven’t seen any technicians, and I must say I’m getting rather annoyed. Our mail order unit still can’t access the system, and it’s costing us money.
S.:I realize this must be frustrating for you. How can I best help you?
C.:I need someone here by noon or else we will have to consider switching to a different system.
S.:By noon? That should be no problem. I’ll personally get on to the service unit immediately and make sure they take care of it.
C.:Can you confirm that someone will be here by noon? We can’t afford any more delays.
S.:Yes, I understand. I can assure you that the technician will be on your premises before twelve o’clock.
C.:OK, thanks.
Making a Complaint
L. – Linda, A. – Alena
A.:Hello, Alena Novak speaking.
L.:Hello, Alena. It’s Linda Matthews at Logistics International here.
A.:Hello, Linda. How are things in Glasgow?
L.:Well, not so good. Unfortunately, there’s a problem with the latest shipment.
A.:Oh, I’m sorry, Linda. What seems to be the problem?
L.:We ordered your special premium paper for our copiers and printers a week ago, but we’ve received the wrong paper, and we have some very urgent orders coming up.
A.:Right, I understand your situation. Of course you can’t send out your material with the wrong paper.
L.:No we can’t, and our deadlines are approaching.
A.:OK, Linda, I realize this is a priority for you so I’ll see to it immediately. May I just ask you a few questions first?
L.:Yes, sure.
A.:What exactly do you mean by the wrong paper? I mean, is this the thickness, the size, the colour, or the quality?
L.:Actually, the major problem is that the paper has a watermark that’s not ours. Also, the paper’s standard white instead of cream white as ordered.
A.:Right, and can I just ask one more thing? I see from my documents that you also ordered shipment of standard white paper. Is that correct?
L.:Yes, that’s used for internal documents. But we ordered the other type of paper last week.
A.:Of course. There must have been a mix-up. I’ll speak directly with Production and arrange a special delivery to you by 10 a.m. tomorrow. Would that suit you?
L.:That’s fine. I think we can wait until then. Can you guarantee that delivery time?
A.:Yes, absolutely!
L.:We really can’t afford any more problems.
A.:I understand. I’ll make sure the shipment is at your location no later than 10 a.m. tomorrow. I’ll also fax you a copy of the original order. Could you please fax it back to me immediately with your signature for confirmation?
L.:Yes, that’s no problem.
A.:Thanks, Linda. I’m really sorry about this and I’ll personally make sure you get the right paper tomorrow.
L.:Thanks, Alena. Bye.
A.:Bye, Linda.
Make up dialogues based on the following assignments:
1. Phone the customer services hotline of a producer of brand goods and complain that the quality of a brand good that you bought was not what you had expected or that a brand good you paid a lot of money for is available for much less in a street market.
2. You have received the first lot of the goods from Green & Co. and found that the quality of the goods is inferior to that of the samples on the basis of which the contract was made. Phone Mr. Green and discuss the matter with him.
3. Get in touch with your Sellers and tell them that you cannot put into operation the machines delivered by them under Contract No 325 as the case with drawings and assembly instructions arrived completely damaged. Ask them to send these documents to you as soon as possible.
Read, translate and act out the dialogue:
Performing the contract
B. – Beresov, G. – Gordon
B.: Welcome to St Petersburg, Mr. Gordon, I’m glad to see you, though the occasion is not quite pleasant.
G.: I hope we’ll settle everything. I hear you have problems with customs clearance?
B.: Yes, you see, we couldn’t clear the goods because there was a discrepancy between the bill and your invoice.
G.: Yes, I’ve seen to that, everything will be all right. Anything else?
B.: Yes, in the first consignment some items proved to be of inferior quality and there was a short-delivery of 10 pieces.
G.: My best apologies. May I have a copy of your report, please? It’s the first complaint we’ve ever had from your company. We’ll arrange for immediate shipment of short-delivered items and replace the inferior ones.
B.: Good. But I’m afraid we’ll have to reconsider some parts of the contract.
Make up dialogues based on the following assignments:
1. Your customer, Bud & Co, delays payment for the goods delivered by your firm more than a month ago. Telephone their representative to find out the reasons for this delay.
2. After several reminders your customers keep delaying payments. Telephone them to make an appointment with the representative of purchasing department to discuss this situation. Warn them of your intention to appeal to the court.
3. Meet your customer. Ask him about the execution of his order. On the whole the customer is satisfied by the equipment delivered but he wants you to replace 10 machines model AK12 for model AK14. Discuss this request.
Read, translate and act out the dialogues:
Employment
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