General English Level 6 Version 2.1 © 2004 acl Pty Ltd GELEV6 Unit 05 Topic 01.doc  SPEAKING 05 Complaining and handling complaints There is no money in Rose Anderson's bank account, and there should be. She calls the bank to complain. 1. Listen to your recording. 2. Practise saying the lines. 3. Then, listen to Steve’s lines and practise saying Rose’s lines. 4. Finally, listen to Rose’s lines and practise saying Steve’s lines. Steve: Hello. Pacific Banking, Steve speaking. Can I help you? Rose: I certainly hope so! This is the third time I've rung, and my problem still hasn't been fixed. Steve: Oh! What's the problem? Rose: Well, my name is Rose Anderson, account number 55567892. I am supposed to have money transferred into my account every Monday. It's Thursday and the money still isn't there! Steve: Let me get your details up on the computer. Mmm. Yes, you're right. We appear to have made a mistake. Rose: I'm fed up! I haven't even got any money to eat lunch. It's embarrassing having to ask your colleagues for money, you know! Steve: I can certainly understand why you're angry, Rose, and I do apologise for our mistake. I'll fix that right away for you ... Right, the money is in your account now. David has bought a new CD player, but there are a few problems with it. He takes it back to the shop to complain. 1. Listen to your recording. 2. Practise saying the lines. 3. Then, listen to shop assistant’s lines and practise saying David’s lines. 4. Finally, listen to David’s lines and practise saying the shop assistant’s lines. Shop assistant: Good morning. Can I help you? David: I sure hope so! I bought this CD player here last week, and there are a few problems with it. Shop assistant: Right. Let's have a look at it. 147