Stage 3( GolovinaDaria, RalkoDaria, Zueva Svetlana, BlinovAlexandr)

Stage 1.

A: Good afternoon! It’s DariaGolovina, the Head of Travel at NeoTechspeacking. Could you put me through to Mr.Ivanov, please.

B:One moment, please. I’ll see if Mr.Ivanov is available. Hold the line, please.

B: Hello! It’s Mr.Ivanov there. Сan I take your name, please?

A: Hello,It’s DariaGolovina, the Head of Travel at NeoTech. I’d like to arrange an appointment to discuss the problems that executives have had on business trips. When is it convenient for you?

B: Honestly, I have very busy week. Can we meet on early Friday morning? This time will be convenient for you?

A:Let me see.

I’m sorry, but I’m being interviewed on Friday. How about Thursday?

B: Yes, it’s suitable for me. I could make it after 5 p.m.Where is it convenient for you?

A:Let's meet in my office, if you don't mind.

B:Yes, it suits me.

A:Thank you very much! It’s been nice to talk with you. Have a nice day!

B: Have a nice day too! Goodbye!

 

 

Stage 2

A: Good morning! This is GolovinaDaria, the Head of Travel at NeoTech calling. I already called you and we set up a meeting at 5 p.m. on Thursday. Unfortunately, I will not be able to meet with you at this time, because some equipment has been stolen from their office, and the police are investigating.

B: I’m sorry! Can I get you something to help?

A: Unfortunately, no. I'd like to ask you to shift our meeting in two weeks' time on a Wednesday.

B: Let me see my schedule.

I’m sorry, but I wiil be busy on Wednesday, because I’m giving a speech at an international travel conference.

A: What day is suitable for you?

B: I have presentation to the Board of Directors until 5 p.m. on Tuesday and I will be free later. Are you free on Tuesday evening?

A: Yes, I suggest to dineat the restaurant to discuss our problem.

B: Good idea!

A: Thank you for understanding. See you soon!

B: Goodbye!

 

Stage 3(GolovinaDaria, RalkoDaria, Zueva Svetlana, BlinovAlexandr)

GolovinaDaria is BTS's Account Manager

Dasha, Sveta and Alex are travel consultants.

Daria G.: Good afternoon colleagues! We’re here today to discuss some problems of our company such as hotel problem, lost luggage, car rental problem and diverted flight. Lets start with hotel problems.

Sveta: Yes, few days ago we received a complaint that two rooms of our hotel in bad condition. The first room had a poor lighting and noisy neighbors. The second room had problem with shower, also there was broken coffee machine.

Daria G.: What can you suggest to resolve these problems?

Sveta: First of all, we should have check all of rooms. I suggest to change the staff or send them on refresher course.

Daria G.:Any ideas?

Dasha R.: In my opinion, we should change equipment and buy new furniture.

Daria G.: I agree with you. And what should we do with our guest?

Alexandr: I offer to return him his money.

Sveta: Yes, it will be it will be the right decision.

Daria G.: Next problem is lost luggage.In my opinion this is the worst problem because when a man loses his luggage, he can lose almost all their belongings. I can offer some notes what to do if you've lost your luggage:

1. Refer to the rack Lost&Found. It should be in the field of view. Look around carefully. If not found, ask the airport staff. If such a stance is not provided, contact the airline.

2. Write a written statement with a request to find lost luggage.

3. Expect. You'll get a call from the airport. Often missing cargo is delivered to the owner for 46 hours.

Dasha R.: Not bad. The next problem is about rental car. In my opinion, we should to increase the number of machines for rent,I also offer to send employees to training.

Alexandr: What to do with our guest?

Sveta: I suggest to give him a free rental of any machine for one day.

Daria G.:Awesome idea! The last problem is diverted flight. Sasha, what can you say?

Alexandr: In fact, this situation demonstrates the lackadaisical attitude of the airline to its passengers. In my opinion, the airline had to pay all the expenses of passengers and to provide comfortable conditions to wait for the flight.

Sveta: Yes, I agree with you.

Daria G.:Good job! See you later, goodbye!

Dasha R.:Goodbye!

 

Writining

To: NeoTech’sHeadofTravel

From: AccountManagerfor BTS

Dear Mr.Ivanov,

I’m writing to you to express our apologies for any inconveniences. We have taken note all of your comments and shortcomings and promise you that in the near future we will eliminate all problems. At the last meeting we already decided to change the hotel’s staff or send them on refresher course, change equipment and buy new furniture. We also decided to increase the number of machines for rent. Your opinion is very important for us and we appreciate our clients, therefore we want to offer you some compensation. We offer to stay in one Deluxe room for three nights and also offer you to choose one of the cars from our Parking lot for three days.

With respect, Account Manager for BTS.