General English Level 6 Version 2.1 © 2004 acl Pty Ltd GELEV6 Unit 05 Topic 01.doc Carol: Look, if it's all right with you, Mr Taylor, I'd really appreciate it if you could put all of this information in writing. I will certainly be having a word to Alex about his _________ 13, and having your letter will help back me up. Mr Taylor: Um ... that's OK, I guess. Carol: Another thing, Mr Taylor - have you received your copy of the catalogue yet? Mr Taylor: No, I haven't! Carol: OK, the _________ 14 we get off the phone I'll send you a copy. I ________ 15 apologise for everything that has happened to you, and I can assure you that we value your business. I'll certainly be having a word to Alex. Mr Taylor: OK. Thank you, Carol. Carol: Thank you for your call, Mr Taylor.  LANGUAGE FOCUS 02 Making a telephone complaint In this activity you will learn the appropriate language for making telephone complaints. Roger Taylor says: Mr Taylor: Well, as a matter of fact I've rung to complain about a few things. Mr Taylor: Firstly, there was no one at reception, so I had to ring the bell. I really had to wait quite a while. I was on the verge of leaving, when your receptionist appeared, eating his lunch, and said, "Yes?" He was very rude - it was as if I was getting in the way of his lunch! Mr Taylor I then asked if I could have a copy of the product catalogue, and he said there were none left! I asked when they were available, and he said, "Don't know". I mean, really! Don't you value client relations? Mr Taylor: Well, he certainly didn't look busy - quite the opposite! He looked like he had all the time in the world. Mr Taylor: Oh, and another thing - he never made eye contact, not once! I really feel I deserve better than this … ! Roger Taylor has a problem with the service he has received from HPK Electronics, so he wants to make a complaint. He starts his complaint by saying: Well, as a matter of fact I've rung to complain about a few things. Other ways to start a complaint are: I'm afraid (to say) I've rung to complain about the service I received yesterday. I'm sorry, but I'm ringing to complain about the service I received yesterday. 140