-- Hello. Tech Net Incorporated.- How can I help you?- Tech Net Incorporated. How can I help?- Tech Net Incorporated. May I help you with something?
- Hello, can I speak to someone from your customer service department?
-- Customer service department? And who would you like to talk to?- Yes, certainly. I need to know who are you.- Yes, no problem at all, sir. I need your name.- Yes, of course, who shall I say is calling?
- Peter Brown from HiTech Communications.
-- I will connect you through, Mr Brown. Can you hold?- I will connect you, Mr Brown. Wait please.- I will put through, Mr Brown. Hold, please.- I will put you through, Mr Brown. Hold the line, please.
- Thank you.

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-- Customer service department.- Good morning, sir. Could you hold the line, please?- Hello. I am Susan.- Speaking.
- Hello, can I speak to someone about an email that I sent a week ago?
-- And did you send it to our department?- Certainly, sir. Who did you send the email?- Of course, when did you send it?- Well, sure. Who did you send it to?
- I didn't send it to anyone in particular. I just used your general customer service email address.
-- Erm, you didn't introduce yourself.- OK, can I have your name, sir?- OK, could I hear your name, sir?- Right, I don't know your name.
- Yes, sure. My name is Peter Brown and I am calling from HiTech Communications.
-- And when did you tell you sent it, Mr Brown?- Can you tell me when you sent it, Mr Brown?- Certainly, did you tell seven days ago?- Could you say me when you sent it, Mr brown?
- 7 days ago as I said.
-- Yes, sorry. Let me check it. Could you tell me about what it was, please?- Yes, sorry. Let me check it. Could you tell me about what was it, please?- Yes, sorry. Let me check it. Could you tell me what it was about, please?- Yes, sorry. Let me check it. Could you tell me what was it about, please?
- A software product that we bought a month ago and it doesn't seem to be working with our database.
-- Erm, I must say that it is higly unlikely that we would lose it.- Erm, ok. Let me try to find it. Oh yes, I have it here, Mr Brown.- I see, I will find it and call you back, ok?- I see. Well, I am sorry, but we have never received it.
-It was forward to a colleague of mine and she contacted you right away.It was forwarded to Ms Green the moment we received it. Has she not contacted you?Ms Green have called you last week and explained everything I hope.My colleague is responsible on it and she called you and explained everything.
- Well, no. That is why I am calling. No one from your company emailed or called me back.
-- Are you absolutely positive about it, Mr Brown?- Are you sure, Mr Brown?- I am very sorry to hear that, Mr Brown.- Sorry about that, Mr Brown.
- Could I speak with Ms Green, then?
-- I will check if she is in the office right now. Can you wait?- I will check if she is in. I will put you to hold if you don't mind.- Let me check if she is in the office. I need to hold you, if you don't mind.- Let me check if she is in. I will put you on hold if you don't mind.
- No problem. I'll wait.
AFTER ABOUT 20 SECONDS:
-- Can you hold?- Could you hold the line, please?- Is that Mr Brown?- Mr Brown?
- Yes.
-- I'm very sorry, Ms Green is away for a business trip and has been there for a week.- I'm very sorry, Ms Green is away for business and has been there for about a week.- I'm very sorry, Ms Green is away on business and has been there for about a week.- I'm very sorry, Ms Green is on business trip and has been there for about a week.
- Oh, and do you think this might be the reason no one contacted me?
-- I am afraid so.- I am afraid.- I am thinking so.- I am thinking yes.
- Well, I find it hard to believe that you would forward my email to someone who is apparently not available.
-- Yes, I am sorry. Can you see, we have a new assistant- Yes, I am terribly sorry. We hire a new assistant- Yes, I am very sorry. Do you see, we have a new assistant- Yes, I'm very sorry. You see, we have a new assistant
-and she may not have been informed about Ms Green's absence.and she must not be informed about Ms Green's absence.and she was informed about Ms Green's absence.and she will have been informed about Ms Green's absence.
- Can I speak to the assistant's su­pervisor, then? I simply don't understand how you can deal with a problem by just forwarding an email to someone who is clearly not at the office for more than a week.
-- I see. I'm very sorry. Her boss is Mr Harrod, but he is on a leave.- I understand, sir. Her boss is Mr Harrod. I will check if he is around the office.- I understand, sir. I'm very sorry. Her boss is Mr Harrod. Let me check if he's in.- I'm seeing, sir. I'm very sorry. Her boss is Mr Harrod. Let me check if he's at his desk.
-Erm, I am so sorry. Mr Harrod has just left for lunch. Must I tell him to call you back?Erm, I am very sorry, but Mr Harrod's just left for lunch. Shall I tell him to call you back?I am really sorry. Mr Harrod went for lunch and I don't know when will he be back.Sorry, but Mr Harrod's just left on lunch. I'll tell him to call you back.
- Yes, please do. My phone number is in the email.
-- I'm really sorry, Mr Brown. I may tell Mr Harrod to call you back immediately.- I'm very sorry about all this, Mr Brown. I'll tell Mr Harrod to call you back immediately.- I'm very sorry about this, Mr Brown. I'll say Mr Harrod to call you back immediately.- I'm very sorry because this, Mr Brown. I will tell Mr Harrod to call you back.
- Ok, thank you.
- Goodbye.
- Goodbye.