________________________________ (1)
- Hello, can I speak to someone from your customer service department?
________________________________ (2)
- Peter Brown from HiTech Communications.
________________________________ (3)
- Thank you.
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________________________________ (4)
- Hello, can I speak to someone about an email that I sent a week ago?
________________________________ (5)
- I didn't send it to anyone in particular. I just used your general customer
service email address.
________________________________ (6)
- Yes, sure. My name is Peter Brown and I am calling from HiTech
Communications.
________________________________ (7)
- 7 days ago as I said.
________________________________ (8)
- A software product that we bought a month ago and it doesn't seem to be
working with our database.
________________________________ (9)
________________________________ (10)
- Well, no. That is why I am calling. No one from your company emailed or
called me back.
________________________________ (11)
- Could I speak with Ms Green, then?
________________________________ (12)
- No problem. I'll wait.
AFTER ABOUT 20 SECONDS:
________________________________ (13)
- Yes.
________________________________ (14)
- Oh, and do you think this might be the reason no one contacted me?
________________________________ (15)
- Well, I find it hard to believe that you would forward my email to someone
who is apparently not available.
________________________________ (16)
________________________________ (17)
- 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.
________________________________ (18)
________________________________ (19)
- Yes, please do. My phone number is in the email.
________________________________ (20)
- Ok, thank you.
- Goodbye.
- Goodbye.
Možnosti:
-
- a) - Hello. Tech Net Incorporated.
- b) - How can I help you?
- c) - Tech Net Incorporated. How can I help?
- d) - Tech Net Incorporated. May I help you with something?
-
- a) - Customer service department? And who would you like to talk to?
- b) - Yes, certainly. I need to know who are you.
- c) - Yes, no problem at all, sir. I need your name.
- d) - Yes, of course, who shall I say is calling?
-
- a) - I will connect you through, Mr Brown. Can you hold?
- b) - I will connect you, Mr Brown. Wait please.
- c) - I will put through, Mr Brown. Hold, please.
- d) - I will put you through, Mr Brown. Hold the line, please.
-
- a) - Customer service department.
- b) - Good morning, sir. Could you hold the line, please?
- c) - Hello. I am Susan.
- d) - Speaking.
-
- a) - And did you send it to our department?
- b) - Certainly, sir. Who did you send the email?
- c) - Of course, when did you send it?
- d) - Well, sure. Who did you send it to?
-
- a) - Erm, you didn't introduce yourself.
- b) - OK, can I have your name, sir?
- c) - OK, could I hear your name, sir?
- d) - Right, I don't know your name.
-
- a) - And when did you tell you sent it, Mr Brown?
- b) - Can you tell me when you sent it, Mr Brown?
- c) - Certainly, did you tell seven days ago?
- d) - Could you say me when you sent it, Mr brown?
-
- a) - Yes, sorry. Let me check it. Could you tell me about what it was, please?
- b) - Yes, sorry. Let me check it. Could you tell me about what was it, please?
- c) - Yes, sorry. Let me check it. Could you tell me what it was about, please?
- d) - Yes, sorry. Let me check it. Could you tell me what was it about, please?
-
- a) - Erm, I must say that it is higly unlikely that we would lose it.
- b) - Erm, ok. Let me try to find it. Oh yes, I have it here, Mr Brown.
- c) - I see, I will find it and call you back, ok?
- d) - I see. Well, I am sorry, but we have never received it.
-
- a) It was forward to a colleague of mine and she contacted you right away.
- b) It was forwarded to Ms Green the moment we received it. Has she not contacted you?
- c) Ms Green have called you last week and explained everything I hope.
- d) My colleague is responsible on it and she called you and explained everything.
-
- a) - Are you absolutely positive about it, Mr Brown?
- b) - Are you sure, Mr Brown?
- c) - I am very sorry to hear that, Mr Brown.
- d) - Sorry about that, Mr Brown.
-
- a) - I will check if she is in the office right now. Can you wait?
- b) - I will check if she is in. I will put you to hold if you don't mind.
- c) - Let me check if she is in the office. I need to hold you, if you don't mind.
- d) - Let me check if she is in. I will put you on hold if you don't mind.
-
- a) - Can you hold?
- b) - Could you hold the line, please?
- c) - Is that Mr Brown?
- d) - Mr Brown?
-
- a) - I'm very sorry, Ms Green is away for a business trip and has been there for a week.
- b) - I'm very sorry, Ms Green is away for business and has been there for about a week.
- c) - I'm very sorry, Ms Green is away on business and has been there for about a week.
- d) - I'm very sorry, Ms Green is on business trip and has been there for about a week.
-
- a) - I am afraid so.
- b) - I am afraid.
- c) - I am thinking so.
- d) - I am thinking yes.
-
- a) - Yes, I am sorry. Can you see, we have a new assistant
- b) - Yes, I am terribly sorry. We hire a new assistant
- c) - Yes, I am very sorry. Do you see, we have a new assistant
- d) - Yes, I'm very sorry. You see, we have a new assistant
-
- a) and she may not have been informed about Ms Green's absence.
- b) and she must not be informed about Ms Green's absence.
- c) and she was informed about Ms Green's absence.
- d) and she will have been informed about Ms Green's absence.
-
- a) - I see. I'm very sorry. Her boss is Mr Harrod, but he is on a leave.
- b) - I understand, sir. Her boss is Mr Harrod. I will check if he is around the office.
- c) - I understand, sir. I'm very sorry. Her boss is Mr Harrod. Let me check if he's in.
- d) - I'm seeing, sir. I'm very sorry. Her boss is Mr Harrod. Let me check if he's at his desk.
-
- a) Erm, I am so sorry. Mr Harrod has just left for lunch. Must I tell him to call you back?
- b) Erm, I am very sorry, but Mr Harrod's just left for lunch. Shall I tell him to call you back?
- c) I am really sorry. Mr Harrod went for lunch and I don't know when will he be back.
- d) Sorry, but Mr Harrod's just left on lunch. I'll tell him to call you back.
-
- a) - I'm really sorry, Mr Brown. I may tell Mr Harrod to call you back immediately.
- b) - I'm very sorry about all this, Mr Brown. I'll tell Mr Harrod to call you back immediately.
- c) - I'm very sorry about this, Mr Brown. I'll say Mr Harrod to call you back immediately.
- d) - I'm very sorry because this, Mr Brown. I will tell Mr Harrod to call you back.
Správné odpovědi:
1)
- Tech Net Incorporated. How can I help?
,
2)
- Yes, of course, who shall I say is calling?
,
3)
- I will put you through, Mr Brown. Hold the line, please.
,
4)
- Customer service department.
,
5)
- Well, sure. Who did you send it to?
,
6)
- OK, can I have your name, sir?
,
7)
- Can you tell me when you sent it, Mr Brown?
,
8)
- Yes, sorry. Let me check it. Could you tell me what it was about, please?
,
9)
- Erm, ok. Let me try to find it. Oh yes, I have it here, Mr Brown.
,
10)
It was forwarded to Ms Green the moment we received it. Has she not contacted you?
,
11)
- I am very sorry to hear that, Mr Brown.
,
12)
- Let me check if she is in. I will put you on hold if you don't mind.
,
13)
- Mr Brown?
,
14)
- I'm very sorry, Ms Green is away on business and has been there for about a week.
,
15)
- I am afraid so.
,
16)
- Yes, I'm very sorry. You see, we have a new assistant
,
17)
and she may not have been informed about Ms Green's absence.
,
18)
- I understand, sir. I'm very sorry. Her boss is Mr Harrod. Let me check if he's in.
,
19)
Erm, I am very sorry, but Mr Harrod's just left for lunch. Shall I tell him to call you back?
,
20)
- I'm very sorry about all this, Mr Brown. I'll tell Mr Harrod to call you back immediately.