2015-09-06
607
Have you ever taken something back to a shop? How did you complain? Were you calm or did you get angry? Were you successful?
& Reading
Read the dialogue. How does Linda introduce and support her complaint?
| Salesgirl | Yes, madam? May I help you? |
| Linda | Yes, about the sweater. I bought it here last month. A few days ago I washed it and the colour ran and the sweater shrank. |
| Salesgirl | You must have washed it in boiling water. |
| Linda | No, I didn’t. I followed the washing instructions: I washed it in lukewarm water, just as the label said I should. |
| Salesgirl | Well, I’m afraid I can’t exchange it for you. |
| Linda | Why not? … Well, then I’d like to see the manager. |
| Salesgirl | I’m afraid he’s busy. |
| Linda | I’m sorry but I’d like to see him. |
| Salesgirl | Very well. If you insist. One moment. |
| Manager | Yes, madam. May I help you? |
| Linda | … about this sweater. When I washed, the colour ran and the sweater shrank even though I followed the instructions. |
| Manager | Really? This has never happened before. |
| Linda | There’s always the first time, isn’t there? |
| Manager | I, er, I really don’t see what we can do. |
| Linda | Excuse me, isn’t there a poster over there? |
| Manager | Yes, what about it? |
| Linda | It says “We give our customers satisfaction” |
| Manager | Yes, I know what it says. |
| Linda | Well, this store is supposed to give their customers satisfaction! But I am not satisfied. |
| Manager | I, uh, hmmm. There’s a flaw in this sweater. One of the threads is of different colour. |
| Linda | Is it? I can’t see. |
| Manager | Yes, there’s definitely a flaw there. All right, madam. We’ll exchange it for you, but only because of the flaw. |
Listening
A. Colin is taking a sports shirt back to a store. He received it as a present. Listen for the answers to these questions:
1. What is the problem with the shirt?
2. Does he complain successfully?
3. How does he feel at the end?
B. Listen again and try to fill in the gaps in the dialogue. How does Colin introduce and support his complaint?
| Assistant: | Can I help you? |
| Colin: | Yes, it’s (1) ……………. this sports shirt. I washed it the other day. The colour ran and it shrank. |
| Assistant: | Oh dear, I see. Do you have the (2) ……………? |
| Colin: | I’m (3) ………….., but it was in one of your bags. |
| Assistant: | I’m sorry, (4) ………….. without a receipt. |
| Colin: | (5) ………….. to the Manageress. |
| Assistant: | Yes, of course. I’ll fetch her for you. |
| Manageress: | Are you the gentleman who brought this shirt in? |
| Colin: | Yes, could you change it? It’s (6) …………….. |
| Manageress: | Where did you get it? Did you buy it here? |
| Colin: | Actually it was a present from my girlfriend. Is (7) ………………? |
| Manageress: | I’m afraid there is. You see, (8) ………………. |
| Colin: | An imitation? Are you sure? |
| Manageress: | I’m absolutely positive. The crocodile is even the wrong way round. |
| Colin: | I don’t know (9) ……………….... |
| Manageress: | Forget it. But if I (10) ………………….. with my girlfriend! |
